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How to Provide a High-Touch Product Experience While Social Distancing

With the global shift to remote work, our customers have experienced a 50% increase in Monthly Active Users. All of us are spending more time in our

March 30, 2020

Managing Churn During COVID-19: A Conversation with Bessemer

As SaaS leaders tackle the unexpected management implications of COVID-19, there has never been a better time to double down on retention

1744 Registered

5 Tips To Do More With Less In Customer Success During Covid-19

If you’ve been following customer success blogs recently, a lot has been said and written about how to communicate better and consistently in

March 31, 2020
  • Lauren Denault

    DemandForce

    [Gainsight]'s been one of the best decisions we've made. Our team is now contacting customers exactly when they need proactive love rather than after they've asked for help, and our first copilot email has convinced a huge number of customers to turn on critical features with the click of one button.
  • Greg McGlaughlin

    AppNexus

    We recently became Gainsight customers and have had a tremendously positive experience with the company and with the system. The act of getting Gainsight up and running at our company has been so smooth and successful, it has greatly exceeded my expectations and serves as a model for how we should roll-out all of our programs.
  • Howard Tarnoff

    Ceridian

    We are all about Advocacy and providing Successful Customers with a podium and a microphone to tell their stories and with Gainsight we now have our fingers on the "PULSE" of our customers. We can ensure that customers get the right attention at the right time. Without Gainsight it was not possible to preemptively support customer health.
  • Heather Hansen

    CareerBuilder

    Our business is very complex with lots of products, and even in that scenario, Gainsight has proved to be a great tool to help our CSMs have a holistic view of their customers and track their interactions. I'm not sure there's a situation where I wouldn't recommend it. On top of that, the support team and our CSM truly treat us like their only customer.

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Our Customers Get Results

From impressive retention gains to massive time savings, our customers are achieving measurable results. See how our customers are using Gainsight to make their customers more successful.

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The Buyer’s Guide to Customer Success Solutions

Evaluating and purchasing a Customer Success solution can be… complicated. We've made it easy to make sure you don't miss anything with our platform-agnostic guide.

See how Gainsight can make your customers more successful. Schedule a demo of our software platform today!

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Resources

Give Your Team Away: CPO Lessons from Christopher O’Donnell, CPO at Hubspot Image

Give Your Team Away: CPO Lessons from Christopher O’Donnell, CPO at Hubspot

In our Path to CPO webinar series, there seems to be a common theme among CPOs. A noticeable trend reveals that product, like customer success, relies on every part of the organization to deliver outcomes. Recently, Nick Mehta, CEO at Gainsight, met with Chris O’Donnell, Chief Product Officer of Hubspot, to get his view on a path into product management. Hubspot is a growth platform that enables your business teams and organizations, or Hubs, to work collectively. From Marketing to Sales to Services, and even a CRM, the platform connects companies with tools they need to scale effectively. The understanding is that each Hub is powerful alone but better together. Founded in 2006 by Brian Halligan, Chief Executive Officer, and Dharmesh Shah, Chief Technology Officer, Hubspot is headquartered in Cambridge, Massachusetts, with offices and customers worldwide. Their primary focus is on small to medium businesses under 2,000 employees, helping them create jobs, find financial independence, and thus, expand.   Not One Path Chris shared his path into the C-suite. It did not go unnoticed by Nick that no two journeys for CPOs are the same. Nick found it “interesting to think that each kind of chief product officer is flavored differently.” […]

9 min readOctober 22, 2020
3 Steps to Creating a Renewal Process and Retention in Your Customer Base Image

3 Steps to Creating a Renewal Process and Retention in Your Customer Base

In the current, increasingly complex economic situation, many CFOs, and others in the organization are reviewing key metrics—particularly Cost of Retention and Customer Acquisition Cost. According to research, a modest bump of 5% improvement in retention can result in anywhere from 25% – 95% increase in profits. In these uncertain times, those stats are not to be taken lightly.  KBCM Technology Group’s 2020 SaaS Survey Results indicate that the cost to acquire one dollar of new customer Annual Recurring Revenue (ARR) is $1.60., while the cost to expand an existing customer is only 69 cents. Gainsight has been preaching this point for some time—customer acquisition isn’t enough for your company to stay ahead of the competition.  To successfully drive real growth for your business, you must focus on preserving and expanding the customers you already have.  The Purpose Behind The Process  A focus on retaining customers comes with its own challenges. Behind every renewal is a person. That person has likely been a user of convenient consumer products and translates their experience with those products into heightened expectations for your organization. Instead of the adage “Always be selling (ABS),” organizations must shift to the mantra, “Always be retaining (ABR).” This […]

8 min readOctober 22, 2020
Gainsters of Gainsight: Meet Minh Phan, Senior Director of Product Management Image

Gainsters of Gainsight: Meet Minh Phan, Senior Director of Product Management

1. Tell us a bit about yourself and what your role is at Gainsight. I’m responsible for Product Management and Technical Communications. As one team, we provide relevant guidance to users when they need it, whether it is through documentation or inside the product. With a finance background, I am focused on developing our Revenue Optimization solutions, which connects Customer Success to revenue.  2. What does your day-to-day look like? Mornings are dedicated to team and customer collaboration. It’s the only time that works across three time zones! Customers are bringing us their most challenging problems, which take a diverse team to solve. Afternoons are often focused on reviewing requirements, wireframes, and designs for the next set of initiatives. Other afternoons I focus on supporting our technical communications team, such as examining in-app PX engagements. I then dedicate a few hours of me / family time before hopping back on with my India teams. 3. At Gainsight, we believe customer success is a company-wide priority. How do you drive customer success in your role?  As an owner of products and technical communications, my team drives customer success through our products. It starts with building our products in accordance with our […]

3 min readOctober 22, 2020
The CX Factor: How the UKG GameChangers Streamline Experience (and you can too!) Image

The CX Factor: How the UKG GameChangers Streamline Experience (and you can too!)

Your customer comes into contact with so many teams at your company. But if you’re not aligned, the experience is inconsistent, disjointed, and inefficient. Sound familiar? Join us as we host UKG’s Lauren Mitz to hear how they’ve architected a unified, guided, and highly-automated experience for every customer with Gainsight — from the moment they make the investment until they achieve their initial desired outcome — and how you can do the same

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How Conversica Optimized Their Renewal Management Process Using Renewal Center Image

How Conversica Optimized Their Renewal Management Process Using Renewal Center

Wednesday, October 28th at 11 am PDT Ensuring that your customers are successful and keep renewing is one of the highest priorities for any subscription business. However, in order to maximize retention, you need to identify renewals that need attention early on, monitor how your renewal opportunities progress, and ensure that your teams have the right context around their accounts to close every renewal opportunity. See how Conversica streamlined their renewal management process using Gainsight’s Renewal Center. Brian Kaminski, Chief Customer Officer at Conversica, will share how they keep track of thousands of renewals, surfacing the opportunities that need immediate attention. You’ll walk away from this session with: Best practices to forecast renewals more accurately using customer insights How to create a centralized, granular look at your renewals book of business Recommendations to consider for your renewal management strategy

1 min read
Customer Love Book Club: Mastering Product Experience in SaaS Image

Customer Love Book Club: Mastering Product Experience in SaaS

Join the creator of Gainsight PX, Mickey Alon, as he discusses why product-led growth strategy is rapidly being adopted in SaaS.

3145 registered
G2 Grid Report Fall 2020 Image

G2 Grid Report Fall 2020

When evaluating customer success software, this is an invaluable resource. G2 Grid Reports are based on thousands of verified reviews and data from actual users, so you can compare multiple vendors based on real feedback. Get access to ratings and reviews for several vendors across several categories including satisfaction ratings, feature comparisons, segments served, and much more. What will you learn? Highest rated features Likeliness to recommend Product roadmap sentiment Market presence stats And more!

538 downloads
CX Center Datasheet Image

CX Center Datasheet

Understand and improve your B2B customer experience with CX Center The world we live and work in is rapidly shifting every day and it’s more important than ever that we’re finding innovative ways to collaborate and better listen to our customers. Only a small fraction of companies that collect feedback actually act on it, and it’s that neglect that leads to dissatisfied customers and churn. CX Center is built for B2B companies and is the hub for all of your customer experience activities. In this datasheet, you’ll learn how CX Center helps customer-focused companies: Align around a single source of CX data Identify what matters most to customers using Natural Language Processing (NLP) Enrich CX data by pulling in sentiment from multiple channels Prove your impact with board-worthy reports And more In a time where we cannot afford to lose customers, we need to be diligent, leaving no feedback behind. With CX Center, you’ll have the power to listen to, act on, and analyze customer feedback so you can nurture lifelong customers.

1 min read
Gainsight Configuration Wizard and Sightline Image

Gainsight Configuration Wizard and Sightline

Gainsight Configuration Wizard and Sightline Combine the power of our best in class customer success platform with the best practices of the world’s largest customer success community. What you’ll discover: How to get up and running with Gainsight in as little as three weeks Integrate your CRM platform, whether it is Salesforce, Hubspot or another leading solutions Guidance from the Gainsight services team which has over 50,000 hours of implementation experience Best practices from Gainsight and our 700+ customers And more!

1 min read