Listen Carefully. Act Quickly.
Introducing Gainsight for Voice of the Customer (VoC) — Powerful Closed-Loop Surveys That Turn Customer Feedback into Meaningful Actions, Fast.
WE ARE THE CUSTOMER SUCCESS COMPANY
The most innovative companies in the world have joined the Customer Success movement and built their customer management processes on the award winning Gainsight platform. With Gainsight, your team can:
- Create customer communications at scale with Copilot
- Proactively demonstrate ROI with Success Plans
- Drive consistent action with Cockpit and Playbooks
Lead Your World in Customer Success
"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."
Manager, Customer Success Organization
"We saw, with Gainsight, a 3% improvement in retention rate on $1B in revenue."
Head of Customer Success
"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."
Sr Director, Global Customer Success
"Our year-over-year revenue growth has increased over 20% since investing in Gainsight."
Senior Vice President, Global Cloud Customer Success
"We've actually been able to quadruple the amount of customers that we reach in our lower tier."
Director, Global Client Services
The Difference Maker for Your Business
With Gainsight's powerful Customer Success solution, you can turn your customers into your greatest advocates and your business's greatest advantage.
[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.Lauren Denault
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.Greg McGlaughlin
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.Heather Hansen
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.Howard Tarnoff
SEE HOW GAINSIGHT CAN HELP YOU DRIVE CUSTOMER OUTCOMES
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Using Gainsight to Drive Customer Success Across the Company Image
The Meeting Every now and then you have a meeting call that reshapes your world view. This past June on a Tuesday evening in Washington, D.C., I had one of those meetings. I was at an investor-hosted healthcare CEO event and had a chance to meet dozens of CEOs whose companies are changing the world in the complex, ever-evolving healthcare space. I happened to meet the CEO of a Gainsight client. Here’s the direct interaction: CEO: “We use your product and are happy clients.”Me: “Thanks!”CEO: “Have you thought about selling to teams who are trying to proactively drive success for clients?”Me: …CEO: “Right now you work with [client name]. Her job is just to handle customers when they churn and try to convince them to stay.”Me: “That’s interesting—her title is VP Customer Success.”CEO: “Yeah that’s probably a misnomer.” The CEO went on to tell me that he wants to drive Customer Success across the company—in Marketing, Sales, Onboarding—literally even in the way they do Accounts Receivable collections. This was one of many conversations that inspired me to write this post about CEOs taking ownership of Customer Success. The Problem It’s clear we have a fundamental cognitive disconnect in the way we […]
Leaving Las Vegas: 6 Takeaways from Technology Services World Image
With the “Drive Carefully, Come Back Soon” sign just a speck in the rearview mirror, it seems like a good time to wrap up some of the most valuable insights from the Technology Services World conference hosted in Las Vegas this past week. TSW isn’t just a learning and networking conference for the “Technology-as-a-Service” sector of the economy. It’s also proven to be something of a bellwether for the industry as a whole. The ideas discussed at the event have in previous years defined strategies for some of the largest, most successful companies. With that in mind, let’s take a look at the key takeaways from this year’s TSW with a look ahead to the future. LAER→PIMO The concept of “LAER” (Land, Adopt, Expand, Renew) has been a mainstay of highly functional teams—especially in the Sales, Marketing, and Account Management roles. It augmented the old “Land and Expand” mentality to include the crucial adoption and renewal phase so crucial to growth in the new economy. However, it has a pretty fundamental flaw: it’s entirely vendor-centric. As power continues to shift from vendor to buyer, having a growth model centered around the customer and their outcomes is much more effective in […]
Journey to Services Success Image
July 22, 2017—That’s the date I clicked Adopt & Sign on Gainsight’s electronic offer letter. There it was, I had agreed to become the new Vice President of Professional Services at Gainsight. The “IT HAS BEGUN!!” Mortal Kombat soundbyte rang in my ears and I was full of questions about the complexion of the upcoming opportunity at Gainsight. Having run PS and Customer Success organizations over the last 20 years at Enterprise software companies like Siebel, Oracle, Computer Associates, and Insidesales.com, I had some preconceived notions about the opportunity based on the company size, subject matter expertise, and what I’d heard from my PS/CS friends: Great culture Customer Success focus Catered lunch multiple times a week As I have settled in over the last few months, I found all of the above to be true. In addition to this, I was surprised to learn: Culture goes beyond the ping-pong table. When values are truly internalized and referenced in daily discussions and decision-making from top to bottom—that’s special. Gainsight was applying serious time and energy into creating a scalable Professional Services engine that could effectively and repeatedly deliver outcomes for customers. The onus of delivering success reaches far beyond the CSM function—and […]
Challenging Your Customers Can Backfire: Why A Provocative Approach Falls Short in Two Critical Conversations Image
Challenging Your Customers Can Backfire: Why A Provocative Approach Falls Short in Two Critical Conversations
December 06, 2017 @ 11 am (PT) / 2 pm (ET) Challenging prospects is a proven method to get them to do something different. But what about when it’s time to convince your customers to renew with you or even get them to pay more? For these “why stay” and “why pay” moments, challenging your customers will actually backfire—and there’s research to prove it. There’s a right way to drive revenue growth from your customer base. Join Tim Riesterer, co-author of “The Three Value Conversations,” and Allison Pickens, Chief Customer Officer at Gainsight, and learn how to convince your customers to stick with you and pay more while simultaneously improving the relationship. Learn how to: Create your own “why stay” story using a tested and proven framework to dramatically increase your renewal and retention rates. Construct price increase messaging that will drive more revenue and preserve customer relationships. Leverage data-driven insights into customer health and risk to dramatically improve your expansion metrics. Improve alignment between all customer-facing teams to surface and capitalize on upsell opportunities. Convert your most successful customers into three actionable leads for revenue growth. Can’t attend live? Register anyway and you’ll receive the recording after the event.
How to Create Healthy Customers in Healthcare IT: Inside Imprivata’s Customer Success Org Image
The best healthcare professionals are able to ask the right questions to get the right feedback at the right time to correctly diagnose and care for their patients. The best healthcare IT professionals must do the exact same thing for their patients. Join Roelf Kuitse, Manager of Imprivata’s Customer Success Organization, and Ganesh Subramanian, Gainsight’s Director of Product Marketing, as they deep-dive into how Imprivata leveraged the power of Customer Success to generate $15M worth of add-on opportunities. In this webinar, you’ll learn: How to implement an effective CS org in Healthcare IT Tactics for reducing risk in complex accounts How to streamline your customer journey to massively boost expansion opportunities And much more
How to Build the Ultimate Customer Success Board Presentation Image
Is there anything that causes more sleepless nights or gray hairs than planning a presentation before your Board of Directors? There’s so much riding on it, from your next fiscal year budget to near-term headcount to (potentially) the future of your career at your company. You know that every slide, every sentence, every chart and figure will be closely scrutinized. Our all-star panel has been on both sides of this key business event, and they know exactly what you need to do to prepare and execute a flawless presentation for your board. Alfonso de la Nuez is CEO of UserZoom, a highly customer-centric company. Kristina Shen is a partner at Bessemer Venture Partners, and no stranger to receiving presentations on Customer Success. And finally, Nils Vinje is VP Customer Success at Rainforest QA and founder of Glide Consulting. In this webinar, you will learn: The top three things every CS leader should include in their deck What board members really want to know about Customer Success How to blend metrics, tactics, and strategy into a seamless presentation And much more
Gainsight for Healthcare IT Companies Datasheet Image
Gainsight helps Healthcare IT companies deliver outcomes for customers, providers, and patients. In the highly unique and rapidly evolving Healthcare IT marketplace, your key differentiator will be the outcomes you deliver for your customers. As the industry shifts toward value-based care, cost pressures mount, and competition intensifies, it’s no longer enough to just sell and implement your technology. Your customers expect you to deliver a seamless experience and demonstrate quantifiable value. Are you enabling superior patient outcomes, improved safety, and increased efficiency? Gainsight can help you drive and measure those results in a repeatable, sustainable way, creating a solid platform of revenue and a high ceiling for growth. In this datasheet, you’ll learn how Gainsight helps Healthcare IT companies: Capture customer signals Understand customer health Drive customer engagement And much more
Continuum Saves $5 Million in ARR Using Gainsight for Partner Success Image
“Before Gainsight, by the time we found out about a partner risk it was already too late. Now we can take a proactive approach to manage risk. It has saved us over $5 million in ARR since we implemented.” Continuum is an IT management platform that sells 100% through channel partners. Continuum’s partners are Managed Service Providers (MSPs) who provide IT & Security solutions to small and medium businesses around the world. The end-customers span a broad variety of business and industries, ranging from restaurants to boutique shops, doctors offices, libraries, and more. In this model, partners are the key lever for growing the business. Since contracts are not part of Continuum’s partner relationships, it’s critical to proactively manage the partner relationship and consistently deliver stellar results. By improving partner time-to-value, partner knowledge and training, and fostering partner success, Continuum is able to help their partners deliver Continuum products and solutions to the end-client more quickly. Download the case study to read the rest now.
Gainsight Partner Pyramid Image
Successful business relationships are a joint effort. But, when you’re working with a variety of Channel Partners, you’ll find that this is easier said than done. Every business has individual goals and with that, their own definition of what ‘success’ means to them. This infographic gives you a look at the motivations and expectations that come with three types of partner relationships: strategic, value added, and velocity. You can use these insights to create your own Partner Success Program and drive success for all constituents, from Vendors to Partners to Customers. In this datasheet you’ll learn: How to model your Partner Success Program Three types of Partner relationships Strategies and considerations distinct to each Partner segment How each Partner type views their offerings and your partnership How each Partner type approaches customers