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.
We saw, with Gainsight, a 3% improvement in retention rate on $1B in revenue.
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 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.
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.
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.
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 DemoTo watch PulseCheck 2018 or not to watch? That is the question. We make an average of 35,000 decisions per day. Blue jeans or black? Highway or side streets? Salad or stuffed crust pizza? These can end up putting a lot of pressure on you (and your poor brain). Fortunately, this flowchart will take one of those decisions off your plate and answer the burning question, “Should I watch PulseCheck 2018?” What is the benefit of PulseCheck? PulseCheck is Gainsight’s annual, free live-stream workshop that combines the hottest topics from Pulse with experienced industry practitioners to deliver tactical Customer Success best practices. This year we’ll be live streaming on August 7th at 9:00 a.m. (PT) and will have special replays for our friends in EMEA (9 August, 9:00 a.m. GMT +1) and APAC (14 August, 9:00 a.m. JST)! PulseCheck 2018 will pair experts from companies like Box, Sprinklr, Workday, and GE Digital with Gainsight’s own subject matter experts to put Customer Success under the microscope. They’ll zoom into subjects like The Elements of Customer Success, the newest way to build a customer journey, the evolution from reactive to predictive, and much, much more. It’ll be a day full of unbeatable […]
If you think you’re saving money by buying a “good enough” Customer Success solution, think again. Buying a Customer Success solution is a lot like buying art supplies. When you’re starting out, the $1 paints seems like a smarter choice than the $3 paints. You might think, “It’s cheaper and I’m new to this ‘art thing’—I don’t need to be using the same paints as the professionals because I’m just practicing…right?” It might seem logical at this point in your artistic journey, but you’ll soon find that the materials you invest in will strongly impact the final result. The same goes for CS software—while something may seem like a good enough option now, making the wrong tech decisions can cost you in the long-run. With literally thousands of software options out there, there’s a lot of legwork that goes into choosing the right one for your situation. Do you invest in a tool that will grow with you, or do you choose the option that’s cheaper but you’ll eventually outgrow? It can be easy to lean towards the latter—it costs less upfront, it’s experimental, it covers most of our needs—the list goes on. So, what’s the difference between a “good enough” solution […]
So you’ve been wanting to get serious about managing your customers and using data to drive insights and actions. But your data is a mess, right? Is that the end of the story? It better not be. Let’s get a couple of things out in the open: Everyone’s data is a mess We live in a data-driven world You can’t survive in Customer Success without quality data Sounds like an untenable position, doesn’t it? I’m going to argue here that it’s not. Customer Data Is the New Content Some of you may remember when content started to become a big thing. I remember it well because it coincided with the growth of the internet as a marketing vehicle, but more importantly, with my time at Marketo when Marketing Automation (MA) was all the rage. Content was required at every turn. Lots of it. Many people threw up their hands and said they didn’t have enough content nor did they have enough people to generate content. Guess what? The market did not care. The appetite for content was voracious, and those who figured out how to develop or curate it won and those who didn’t lost. It was as simple as […]
Thursday, July 26, 2018 | 10:00 a.m. PT / 1:00 p.m. ET 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. Can’t attend live? Register anyway and you’ll receive the recording after the event.
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.
Wednesday, 25 July, 2018 | 2:00 p.m. GMT +1 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! Can’t attend live? Register anyway and you’ll receive the recording after the event.
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
