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.
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.
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 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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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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Schedule A DemoLinkedIn Talent Solutions just released its latest report on emerging jobs in Australia. If you’ve been keeping an eye on trends in employment (not just in the Asia-Pacific region, but globally) you won’t be surprised to see CSM at number one on the list. Customer Success Manager has been among the fastest growing careers on the planet. What is Customer Success? If you’re just hearing about CSM, you may be surprised to see it at the top of the emerging jobs report ahead of core STEM roles. I recommend you take a look at our Essential Guide to Customer Success Management for an in-depth breakdown of the discipline, but let’s first understand that Customer Success is much more than just a job. It’s a much larger movement in business. It encompasses people, process, and technology—all working together to help customers achieve their desired outcomes with the products and services they buy. But why do businesses care whether customers they’ve already sold to achieve those outcomes? Why does it matter to them when the money’s changed hands? The one word answer is churn. Customers don’t renew when they don’t get what they paid for. You can’t grow revenue when you’re bleeding customers, and […]
There may only be a few months left in 2018, but it’s not too late to attend a career-boosting event! If you live in Europe, you’ve got a great selection of conferences to choose from. Attending an industry event is a great way to expand your mind and your network simultaneously. You get a crash course on ways to elevate your current strategies and might even get introduced to entirely new ways of thinking! The energetic atmosphere and motivation that comes from conferences and forums just can’t be beat. It’s budget season and one of the biggest mistakes SaaS companies make is not investing in personal development for their employees. Now is the perfect time to start thinking about how you and your team can incorporate more growth opportunities into the next few months and the next fiscal year. Here are five Europe-based events that you can’t afford to miss. Pulse Europe 2018 7-9 November Olympia London | London Click here for the event website. Customer Success is a rapidly-growing discipline and Pulse Europe is the place to learn fresh strategies. With a wide variety of tracks, this learning and networking event has valuable content for practitioners to executives and everyone […]
If I found Alladin’s magic lamp, the first thing I’d wish for (after an infinite number of extra wishes, of course) would be an extra “untimed” month between the end of the year and the beginning of the next so we could have some focused time to plan as a company. Sadly, there’s no such thing as wish-granting genies. And unless we develop the technology to hold our year-end budgeting meetings in orbit around a neutron star, we’ll have to keep doing what we’re doing—planning for next year while simultaneously wrapping up the current one. Why Customer Experience Needs to Be a Priority Most SaaS companies today know they need to take Customer Experience (CX) to the next level next year. I’m sure you’ve read the reports on how Customer Success and Customer Experience are key to growth in the Subscription Economy. And you’ve probably made some progress. Maybe you hired a Customer Success (CS) leader. And maybe you hired some Customer Success Managers (CSMs). You may have even checked out a conference or book on the topic. But as we move into the new year, it’s time to get serious and make CX a differentiator for your business. That means you’re probably […]
With Q4 right around the corner, it’s time to start taking a closer look at your upcoming renewals. With a little bit of luck and some persistent Account Managers, you could have a decent retention rate. Except it’s not about luck, or even persistence—it’s about process. And you need to implement the right process yesterday. Companies with Gross Renewal Rates in the nineties track renewals methodically, well in advance of the contract expiring. They forecast renewal likelihood with accuracy, escalate risky accounts, and execute the proper, prescribed playbooks precisely and repeatably. It’s all laid out in the Renewal Management Element. In this webinar, Gainsight’s RVP Customer Account Management, Kelly DeHart, will guide you through the RM Element. She’ll be joined by Ben Michael, Director of Customer Success at Jamf, who will showcase exactly how the RM Element has effected major improvements in renewal process in his organization. In this webinar, you’ll get actionable advice for: Improving your renewal forecasting accuracy Escalating at-risk accounts with the right response at the right time Scaling your renewal process across segments And much more
Last year, we answered your questions about the ins and outs of building your next year’s Customer Success budget. We talked about everything from what your Finance team is looking for to optimal headcount to segmentation and beyond! It was one of our most popular webinars of the year. So this year, we’re taking it to the next level by bringing back our CCO and CFO, Allison Pickens and Igor Beckerman, respectively. But they’ll be joined by Gainsight’s CIO, Karl Mosgofian, who will bring an IT perspective to Customer Success budgeting. Come prepared with all your toughest questions! We’ll answer as many as we possibly can.
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.
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
