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.
We Are The Customer Success Company
Innovative companies are protecting and nurturing their most valuable asset—their customers—with the power of Gainsight's award-winning platform.
- Gain deeper insights into customer behavior
- Operationalize the customer lifecycle
- Coordinate actions and results across teams
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.
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.
[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.
See how Gainsight can make your customers more successful. Schedule a demo of our software platform today!Schedule A Demo
The natural tendency of customers and vendors is to drift apart, not closer together. Let’s say it another way: The natural tendency of all your customers is to churn. But is that true? Let’s play it out. You make the sale, close the deal. Then you do nothing. What happens? I think we can all agree that on a long enough timeline, everybody quits, cancels, or lapses. On a long enough timeline, everybody churns. 100%. Okay, maybe that’s overblown. Let’s say 99.9%. And we see this play out in the data. This is a pretty standard SaaS retention chart. We almost always see the steepest drop-off during the onboarding process, an inflection point, and then a steady decline in users over time. In a perpetual licensing model, that doesn’t really matter. You’ve made your margins on the initial deal. Every ex-customer is just another lead for a new sale. But in subscription, recurring revenue is the lifeblood of your company. You have to do something to retain and expand customers. And we’re not just talking about logos, we’re talking about dollars. Partial churn, downsell, contraction. These are just as bad for business. But you know that. That’s why you’re here. […]
When I think about health scores, it’s hard not to picture the analogy that’s built into the name: health. In the health analogy, customers are like patients and Customer Success Managers (CSMs) are like doctors. CSMs do tests and measure signals to diagnose any “diseases” and prescribe the right treatment to reduce risk and improve customer outcomes. Fun fact—the healthcare economy has been increasingly thinking about patient outcomes not just as a programmatic way to benchmark how care providers are performing, but even as a way to think about billing and control costs. But let’s take that healthcare analogy a bit further (too far, probably). Your doctor has all sorts of ways to understand, diagnose, and treat your health. But imagine if they only were taking your blood pressure? That’s the trap we get into—especially in SaaS. We can become overreliant on usage data to the extent that some companies overlook other signals. Outside of SaaS, some companies assume they can’t “do” customer success without usage data and end up underinvesting in their customer base. I interviewed three of our customers to find out how they were thinking about health scoring, and each gave me a dramatically different model based […]
Imagine a world where your computer didn’t have any folders, only files crowding your desktop. That’s the feeling of analyzing usage of your product’s features without any hierarchy to organize them. As the former CS Ops Director for a business intelligence software company, I invested a lot of time making the most of our usage analytics application, which was originally built for measuring general web traffic. I’m proud of what I was able to create. With the help of their tool and their team, I increased usage, assisted our finance team with tracking down overdue invoices, won a customer award, and shared what I’d learned at their company events. But if you’ve ever tried to use a pair of chopsticks to pick up those last few grains of rice, you know how much extra time is spent making a tool fit your needs—chopsticks are great, but not quite right for the task at hand. Let me share with you my Friday ritual. Manual Tagging, Duplicates, Load Times, Oh My! Every Friday around 4:00 p.m., I’d finish those last few important emails, grab a beer from the office kegerator, and spend the remainder of my day tagging pages in Pendo. Since […]
Thursday, March 28 | 11:00 a.m. PT (2:00 p.m. ET) Building customer-centric products isn’t a trend, it’s a necessity. When Northwestern Mutual acquired Learnvest, it wasn’t to mold them into their ways of thinking—actually, it was the opposite. They wanted Learnvest’s innovative and customer-centric practices to improve their legacy company. Kimberly Tzeng, senior product manager at Learnvest, was tasked with spearheading the revamping efforts of Northwestern Mutual’s website. She knew it would take more than just data to build a product that suited the needs of stakeholders and users alike. To build a successful product, they needed to be in tune with their customer’s needs. Join us on Thursday, March 28 at 11 a.m. PT (2:00 p.m. ET) to hear the five habits her team uses to deliver a customer-focused product experience.
Churn. It’s when your customers leave you. It’s the worst enemy of any subscription business, and it may even be strangling your growth. What’s worse, it is likely happening right now, right under your nose. The natural tendency of customers is to drift away from their vendors. In other words, if a customer isn’t signing, they’re churning. There are 10 main reasons customers churn, but with the proper strategy in place, you can mitigate and potentially even reverse each one. You’ll learn what those strategies are in this super-short, eight-minute webinar. Find out what to do: When you have a stalled implementation. When a key stakeholder leaves the customer. When you have low product adoption. And more!
Are you using your product as a growth lever? Customer expectations are at an all-time high and vendor trust at an all-time low. To address the disconnect, product-led go-to-market strategies and product growth teams have emerged within enterprise SaaS companies. Learn from product-led growth gurus, Guillaume Cabane, VP of Growth at Drift and former VP Growth at Segment, and Travis Kaufman, VP of Product Growth at Gainsight. They’ll share firsthand the strategies they used to acquire customers quickly and increase lifetime value. In this webinar, you’ll learn: How to deliver a consistent experience throughout the funnel. Growth techniques that result in long-lasting customers. The tools you need to make it happen. And much more!
A dramatic shift is underway. After a sustained period of historic growth over the last few years, successful companies are re‐examining their priorities and looking for new ways to drive top‐line revenue in 2019. Companies who optimize their business to adapt to the changes in the marketplace will emerge as winners. Customer Revenue Optimization is being adopted across all industries as companies seek to get ahead, improve execution and thrive. Organizations are evolving their business processes and strategies to align their organizations to deliver value to customers in every interaction. The result is a renewed focus on the customer experience and an increase in the value of relationships. This report gives you a window into the thinking and priorities of businesses and executives for 2019 with an emphasis on sales and marketing leadership and execution. It highlights the gaps in their current approaches to revenue execution and points to the opportunities for growth in the coming year.
Are you using your product as a means for growing your business? If not, you’re missing out on a goldmine. After all, your customers’ most frequent interaction with your company is through your product. Product-led growth has contributed to the success of companies like Slack, Dropbox, and Atlassian. “Mastering Product Experience in SaaS” is a valuable resource for today’s recurring revenue businesses and will change the way you look at expanding through your customer base. We live in an era where customer experiences are key and if you want to succeed, you need to make them personalized and deliver them in your product. Download your free copy of “Mastering Product Experience in SaaS” today to learn: Tactics for delivering personalized product experiences Product-led growth strategies used by SaaS leaders Best practices to capitalize on your product as a primary go-to-market channel How to lay the groundwork for scalable, repeatable customer acquisition
Nearly 70 percent of companies with customer success (CS) programs increased customer retention, while 91 percent of companies without a CS programs believe their customers suffer through issues that could be prevented or reduced if they had one. What investments and organizational changes does a business need to ensure their digital services are delivering differentiated value to customers? Digital business and customer success go hand in hand. In this day and age, if you haven’t shifted to digital services (i.e, if you don’t have software-driven or software-supported offerings sold as a subscription service that is accessed online), you’re putting your business at risk. Companies that do not invest in customer success programs or the technological and organizational structures that support them will struggle. How do we know this? Gainsight commissioned Forrester Consulting to evaluate the importance of customer success in serving customers, along with the technological and organizational requirements to successfully deliver customer success. To explore this topic, Forrester Consulting surveyed 160 customer success decision-makers at U.S enterprises. Learn why customer success is an imperative to digital businesses and access key recommendations for building and sustaining customer success organization. In this study, you’ll learn Why enterprise executives believe customer success […]