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 were able to use Gainsight Reporting and Calls-to-Action to drive up our on-time renewal rate 10 percentage points.
We saw, with Gainsight, a 3% improvement in retention rate on $1B in revenue.
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've actually been able to quadruple the amount of customers that we reach in our lower tier.
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.
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.
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.
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.
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Schedule A DemoLast month I had the opportunity to join thousands of my fellow Customer Success professionals at Pulse 2018 in San Mateo. Besides the food and networking, I came away from the event with a clear idea of how to better serve my customers here at Liferay. Specifically, attending Pulse reinforced my belief in the power of an “outcome-based” approach to Customer Success and the power of human interaction. When Gainsight and others first began a conversation around Customer Success the business world was understandably focused on making customers happy. While customer happiness is certainly a worthy goal, as time has gone on, the community has come to understand that we owe our customers something more than happiness—we owe them positive outcomes. Why Customer Projects Fail This isn’t a conclusion that we came to without a degree of pain. I’ve personally seen Proofs of Concept (PoCs) or other limited projects where our internal champion is happy, but the projects don’t get expanded or given the resources to succeed. There are two main reasons for this: A clear objective wasn’t defined from the beginning. The champion isn’t able to demonstrate positive ROI to their executives. From IT’s perspective, the measure of success […]
We conducted a survey polling over 200 Customer Success Management (CSM) teams asking about their primary responsibilities. The results were incredibly insightful—and not what we expected. We found there were three types of organizations that emerged: Customer Lifecycle Focused Product/Support Focused Revenue/Sales Focused That’s not what was surprising, however. Here’s what was so interesting to me: all three types of organizations stated that “driving product adoption” was their number-one charter by a very wide margin. Look at the third category: Product Adoption is ahead of even Subscription Renewal in a revenue-focused organization! Clearly adoption is of prime concern to Customer Success leaders with all types of charters. But when I talk to companies, adoption management is done differently almost everywhere. Why has there been so little standardization around best practices for such a mission-critical responsibility? Surely there’s enough data to make evidence-based prescriptions—especially in this key area. That’s why Nick (our CEO) and I decided to get tactical by sharing our perspective on a framework for adoption management and how to operationalize it. In particular, Gainsight’s approach attempts to solve five core problems in operationalizing adoption management. Altogether, they make up our Adoption Management Element. 1. How do I measure and […]
Metrics are everything. They give you a benchmark to work against. They reveal weaknesses and strengths. They can be your saving grace or ultimate demise when it comes time to prove the ROI of your efforts. When it comes to Customer Success metrics, there are six that you need to have on your radar: Net Renewal Rate (NRR) Gross Renewal Rate (GRR) Expansion Percentage Logo Retention Net Promoter Score (NPS) Cost of Retention Each of these metrics give you a deeper look into your strategy—customer sentiments, internal operations, and the list goes on. They’ll provide insights that will allow you to drive improvement and track your progress along the way. If I only had a formula… You did enough work to get your data, so let us take it from here. Our Customer Success Metrics Calculator eliminates the need to seek out formulas and manually solve them. All you have to do is have your data on hand, plug it into the calculator, click your heels three times, and that’s it! Okay, we were kidding about the last part, but it really is that simple. So let’s link arms and skip off into a world of NPS, NRR, GRR—oh my! […]
Wednesday, 20 June, 2018 | 10:30 a.m. (GMT+1) You’ve just closed your newest customer. It’s time to start working on the renewal. That’s because the seeds of churn are planted early—specifically during onboarding and implementation. That’s not just an empty axiom. Taskfeed recently released the most comprehensive market research on onboarding—the Customer Onboarding Benchmark Report. It clearly reveals that if you start tackling churn come renewal time, you’re already way too late. And that’s just the beginning of the insights this report has uncovered. Join Taskfeed’s founder, Andrew Mahood, and GM of Gainsight EMEA, Dan Steinman, as they surface the most valuable learnings from this research report in a highly interactive webinar. You’ll be able to verbally ask questions throughout the presentation to get personal advice on improving your onboarding and implementation processes. In this webinar, you’ll learn: How onboarding fits into the Customer Success model
Tuesday, June 12 | 10:00 a.m. PT / 1:00 p.m. ET Customer Success isn’t a function—it’s a movement. But once you’ve bought into the vision, what do you actually do? The first step for understanding whether or not your team is delivering successful outcomes to customers—and fighting churn—is building a framework for understanding risk. We call that framework a health score. So how do you create a health score? Join Gainsight’s Chief Strategist for Pulse Programs, Ruben Rabago, and Gainsight’s Customer Success Director, Elaine Cleary—both longtime CSM practitioners—as they take you through three steps to creating an effective health score that’s predictive of customer risk. In this webinar, you’ll learn how to: Crawl: Create a basic approach to scoring
One of the most fundamental questions you need to understand about each customer—and your client base in general—is, “Are they actually using and engaging with our product?” Based on more than 500 implementations, we’ve distilled the answer to this question down to four factors. Together, they make up the Outcomes Health Element. Sprinklr has adopted this Element in their organization, and the results have been remarkable. Join Colin Burns, Senior Director of Global Client Delight at Sprinklr, and Lauren Kennedy, Client Outcomes Manager at Gainsight, as they break down the four factors of Outcomes Health and how they’ve facilitated improvements in Sprinklr’s client base. In this webinar, you’ll learn: The four measures most highly indicative of value realization
Multinational Software & IT Business Gets Proactive in Risk Escalation, Improves Overall Health of Accounts This Multinational Software & IT Business used the Gainsight Elements framework to advance their Customer Success Maturity. This case study focuses on their adaptation of the Risk Escalation Element, which was customized from Gainsight’s prescriptive approach to address the specific needs of the company.
Software & Advisory Services Provider Revamps Customer Journey and Improves CSAT by 10% and Net Retention by 20% This Software & Advisory Services Provider used the Gainsight Elements framework to advance their Customer Success Maturity from Insights & Actions to Outcomes. This case study focuses on their adaptation of the Stakeholder Alignment & Success Planning Elements, which were customized from Gainsight’s prescriptive approach to address the specific needs of the company.
Digital Experience Platform Builds Trust Among Customers With Holiday Readiness Program This Digital Experience Platform used the Gainsight Elements framework to advance their Customer Success Maturity. This case study focuses on their adoption of the Experience Health Element, which was customized from Gainsight’s prescriptive approach to address the specific needs of the company.
