Innovative companies are protecting and nurturing their most valuable asset—their customers—with the power of Gainsight's award-winning platform.
It takes more than technology to align your customer-facing teams around successful outcomes. It takes effective, tested processes. It takes Gainsight's prescriptive Customer Success Elements.
By using Gainsight, I've been able to take our team which was traditionally very reactive and turn them into a team that's proactive.
We've seen double digit increases in renewal rates and expansion rates when we've applied Customer Success. Gainsight has been a key lever to drive those business outcomes for Cisco.
We saw, with Gainsight, a 3% improvement in retention rate on $1B in revenue.
We were able to use Gainsight Reporting and Calls-to-Action to drive up our on-time renewal rate 10 percentage points.
We've actually been able to quadruple the amount of customers that we reach in our lower tier.
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.
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.
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.
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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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.
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Schedule A Demo“What’s in a name? That which we call a rose by any other name would smell as sweet.” – William Shakespeare, Romeo and Juliet (II, ii, 1-2) “If names be not correct, language is not in accordance with the truth of things. If language be not in accordance with the truth of things, affairs cannot be carried on to success.” – Lao-Tse, The Analects of Confucius (Chapter 13) A while back, I wrote about the cognitive dissonance we have between the way we think about Customer Success and the way we talk about it—specifically, the names and titles we use. As the two quotes above illustrate, there are a lot of ways to think about names and what they mean. And the reality is that when I speak with leaders of “post-sales” in B2B businesses, one of the most candid, often “hushed” questions I get (especially over a glass of wine) is, “What should my title be?” If this were a classic tech blog post, I would give you about 1,000 words leading up to the provocative conclusion that “it depends.” But we decided to strive for more and make Confucius proud. We decided we needed evidence. So we collected data […]
This is Part Two of a series on evaluating Customer Success solutions. If you haven’t read Part One, “Settling for a ‘Good Enough’ Customer Success Solution Will Cost You,” check it out here. In our last post, we discussed the risks of settling for a “good enough” Customer Success software solution. Moral of the story: if you settle for a short-term solution that doesn’t put you in a good position to scale, you risk wasting a lot of money and time. For this second installment, we sat down with three Gainsight customers who evaluated dozens of CS solutions to learn more about their thought processes. Why they ultimately chose Gainsight was unique to each business, but their reasoning shared a lot of commonalities. Read on to learn why they decided Gainsight was the right choice. 5 Reasons Why Customers Choose Gainsight Over “Good Enough” Solutions Reason #1: Gainsight Offsets Headcount “With Gainsight, we’re able to gain efficiency and improve the productivity of our existing team. Even at this early stage of adoption and usage, we’re already seeing the benefits. The team now has an identity. Using the same tool, methodology, and processes has created a sense of belonging. They’re part of something […]
GDPR-mageddon is behind us, but it’s still an ongoing challenge for IT teams at global companies to manage all the different security and privacy standards for each of their customers and stakeholders. As we transition from implementation mode to operational mode with the European Union’s General Data Protection Regulation (GDPR), the question of how to manage the day-to-day tasks is critical. Our approach has been to leverage existing tools wherever possible. So for instance, we manage the workflow for privacy requests using our standard ticketing system, simply adding some new categories and workflow rules as needed. Of course, we use Gainsight for most customer-focused activities, so it was natural for us to leverage the Gainsight platform to help us manage the Data Privacy Agreement (DPA) process. I wanted to give you a good framework for a technology process to help you with GDPR or really any data security compliance problem. But I also want to showcase the possibilities for IT teams who have a really flexible platform in their toolbox. We were able to manage GDPR implementation in three simple steps inside Gainsight. Managing the DPA Process The DPA is a Data Privacy Agreement that we have to have signed […]
Are you thinking about implementing a Customer Success solution? Your mind’s probably spinning just thinking about the complexity involved: How do you integrate data from multiple systems and organizations? How do you get buy-in from stakeholders across teams? How do you deal with messy or convoluted data? How do you get adoption from your team members? Contrary to popular belief, you can solve those issues quickly and easily with the right tool and the right strategy. Gainsight Essentials is the simplest way to get up and running with the world’s most powerful Customer Success toolset. This webinar will give you a taste of what to expect during onboarding and beyond. Join Gainsight’s Director of Services, Peter Wride, and John Gleeson, Head of Enterprise & Mid-Market Customer Success at KeepTruckin, as they walk through the onboarding process and ROI of Gainsight Essentials.
Thursday, August 23, 2018 | 11:00 a.m. PT / 2:00 p.m. ET Are your success plans more about ensuring a renewal rather than ensuring the customer is successful? In order for your customer to achieve their desired outcomes, your success planning process needs to be built from the outside in, not the inside out. Gainsight’s Success Planning Element contains the right processes, people, and tools to make sure you capture the right outcomes and create a purpose built plan to deliver success. GE Digital implemented the Element and has achieved incredible results. Join Christopher Eastman, Senior Staff Customer Success Manager at GE Digital, and Ashvin Vaidyanathan, VP of Customer Success, Operations, and Support at Gainsight, as they break down this framework. In this webinar, you’ll learn how to: Capture customer objectives Define success according to empirical metrics Consistently deliver against customers’ goals Demonstrate progress and prove value Can’t attend live? Register anyway and you’ll receive the recording after the event.
As much as you may want to provide a white glove experience to every one of your customers, at some point you’ll be spreading yourself too thin. That’s where automation comes in. Customer Success at scale requires a level of digital engagement. We’ve created a best practice for driving adoption, retention, expansion, and advocacy through automated processes. We call it the Tech Touch Element. This webinar will feature Dan Steinman (GM of Gainsight EMEA), Easton Taylor (Head of Customer Success, EMEA at Gainsight), and Aude Eberlin (VP of Global Customer Success, Emerging Accounts at Brandwatch). They will cover how to: Use automation to proactively manage customer risk Deliver hybrid models that combine automation and in-person interactions Apply Tech Touch best practices to your CS processes And more!
Your customers are constantly interacting with your product and your employees. How are you synchronizing your efforts across all teams and touch points to maximize their chances of success? Learn how to drive Customer Success throughout your company You know your customer base is your best, most consistent engine of growth. But with so much complexity involved in orchestrating, executing, and scaling journeys for each segment across functions, you need a strategy. Learn the science of company-wide Customer Success. In this ebook, you’ll get actionable advice on: How to synthesize predictable outcomes and positive experiences How to grow revenue through three distinct lead vectors How to generate a holistic strategy that earns buy-in from Product, Sales, Services, Support, and more
Multinational Software & IT Business Gets Proactive in Risk Escalation, Improves Overall Health of Accounts The Multinational Software & IT Business featured in this case study is one of the largest pure-play software companies in the world. They help customers maximize existing software investments and embrace innovation in a world of hybrid IT—from mainframe to mobile to cloud. They had no way to monitor customer health holistically and escalate high-priority risks to executives. Without a single source of customer data, it was impossible for them to flag risks based on a blend of objective data sources and qualitative identification by team members. In this case study, you’ll learn how Gainsight helped this Multinational Software & IT Business to: Save CSMs a tremendous amount of time by providing a single source of customer information Take a proactive approach to combating churn by giving executives and CSMs with visibility into at-risk accounts Create consistent processes with standardized Playbooks Leverage automated Calls to Action to stay informed of customer risks Better manage risk escalation
Software & Advisory Services Provider Revamps Customer Journey and Improves CSAT by 10% and Net Retention by 20% The company featured in this case study is a subsidiary of a large American multinational conglomerate and provides software and advisory services around operational technology and infrastructure. Their wide variety of offerings made it difficult to create consistent customer journeys that led both parties to succeed. When they carried out a customer-wide survey, they found out that customers felt like they were going the journey alone and were left wondering, “Do you care whether we’re successful or not?” In this case study, you’ll learn how Gainsight helped this company: Reduce at-risk accounts by 33% Improve Customer Satisfaction (CSAT) scores by 10% Raise Net Retention by 20% Revamp their customer journey to be more centered around client outcomes Build an adoption enablement process that made customers more confident in the product Establish customized engagement touchpoints Capture and execute on customer goals and drive adoption and risk processes
