In times like these, you can’t afford to miss anything your customers are saying. CX Center helps you better listen to, act on, and analyze customer feedback using the power of IBM Watson.
We wanted to have a early warning system. Gainsight was able to prop us up and it's never let us down.
We've actually been able to quadruple the amount of customers that we reach in our lower tier.
We were able to use Gainsight Reporting and Calls-to-Action to drive up our on-time renewal rate 10 percentage points.
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.
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.
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.
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Schedule A DemoCustomer success experts are likely familiar with the six business challenges plaguing the industry: unexpected churn, inability to scale, missed expansion opportunities, a disconnected customer experience, and poor product adoption. The sixth? Lack of customer visibility. For an in-depth understanding of each of these business challenges, don’t miss the remaining webinars in our GameChangers Playbook series. Today, we find out how ADP, a stalwart of the online payroll and HR industry, accepted the visibility challenge, and won. ADP’s transformation process was the topic of a Gainsight webinar featuring Edgar Ramirez Vilchez, ADP’s director of customer success operations, and Mike Maday, Gainsight’s regional director of client outcomes. The CS leaders discussed how ADP, in partnership with Gainsight, has unified customer data across the company, creating a single source of truth to precisely measure its customers’ status and health. ADP has saved time and money using custom dashboards and workflows and by pivoting, when needed, in response to feedback and surveys. In short, ADP has changed its customer success game. Opaqueness everywhere (almost) Mike kicked off the webinar by sharing some startling statistics: According to research from IDC, four out of five organizations rely on data across multiple organizational processes. Yet workers […]
In today’s complicated and competitive customer success landscape, delivering value is more important than ever. Clients want more than just adoption; they expect their investments to lead to tangible outcomes and value. Meeting such demands requires overcoming myriad obstacles like unexpected churn, a shortage of customer insights, poor product adoption, and a disconnected customer experience. Another pressing problem plaguing customer success? How to manage and operationalize scale. The challenge of scaling customer success was a topic in our recent Gamechanger webinar series. At this event, Gainsight’s Kellie Capote, VP of Client Outcomes, speaks with Kristi Faltorusso, VP of Customer Success at IntelliShift. A division of VTS, IntelliShift helps organizations leverage the power of IoT telematics through modular solutions designed for connected vehicle and asset management operations. Kellie and Kristi discuss how IntelliShift scaled its approach to customer success by implementing new processes and tools to redefine how the company thinks about customer success. IntelliShift’s CS transformation in 4 steps Figuring out how to scale customer success is a common business conundrum, especially given most teams have reduced resources. The pandemic-driven shift to remote work means teams have even more to juggle. So, how did IntelliShift do it? To answer that […]
A year ago, I found myself in a conundrum that might be familiar. My lease was almost up, and I needed to find a new place to live. Fast. Unlike every other time I’ve been in this situation, it was time to ask the question: “Should I buy?” It can seem daunting to make a significant investment when you know you need to move quickly. Deep down, I knew it was time for something that was the right fit for me – more permanent, with space to grow. It turns out, with planning, pacing, and expert assistance (in my case, from a realtor and movers), you can have it all, and quickly. via GIPHY Buying technology for your CS team can feel very similar. You know you need to think long-term – there’s nothing worse than unpacking all your boxes, getting settled, and realizing you now need an office to work from home (welcome to 2020!). Still, it can seem easier to pick a short term solution or make lasting trade-offs on what you need because you need fast value. Do you really need to compromise? It turns out, no. I caught up with several Gainsight customers who’ve launched in […]
For many companies, expansion is a constant challenge — and a huge, untapped opportunity. Creating the strategy and aligning the technology is key. In this webinar, Mike Sasaki, VP of Support and Customer Success at Mitek, will share how they use Gainsight to identify customers for expansion and partner cross-functionally on account-based selling motions. You’ll walk away with best practices to maximize the opportunities in your customer base.
Thursday, October 1st at 10 am PST It’s no secret that in-product messaging has become an important part of product strategy and customer success. Whether it’s a product notification, new feature release, onboarding engagement, or a feature activation play, all of these types of engagements help your customers become successful with your product. Watch two of Adobe’s PX experts, Jackie Chevallier and Conner Hatfield, walk you through how they developed an in-product strategy for Adobe Audience Manager alongside Gainsight’s PX Client Outcomes Director, Harshi Banka. You’ll walk away from this session with: Best practices for delivering in-product experiences How to measure success – key wins for Adobe Audience Manager with PX Lessons learned and recommendations to consider for your in-product strategy
Gainsight’s Path to Becoming a CPO webinar series will host Product leaders from leading SaaS companies in a candid discussion of their journey in product management. Episode 3 highlights Christopher O’Donnell, Chief Product Officer at Hubspot.
Understand and improve your B2B customer experience with CX Center The world we live and work in is rapidly shifting every day and it’s more important than ever that we’re finding innovative ways to collaborate and better listen to our customers. Only a small fraction of companies that collect feedback actually act on it, and it’s that neglect that leads to dissatisfied customers and churn. CX Center is built for B2B companies and is the hub for all of your customer experience activities. In this datasheet, you’ll learn how CX Center helps customer-focused companies: Align around a single source of CX data Identify what matters most to customers using Natural Language Processing (NLP) Enrich CX data by pulling in sentiment from multiple channels Prove your impact with board-worthy reports And more In a time where we cannot afford to lose customers, we need to be diligent, leaving no feedback behind. With CX Center, you’ll have the power to listen to, act on, and analyze customer feedback so you can nurture lifelong customers.
Gainsight Configuration Wizard and Sightline Combine the power of our best in class customer success platform with the best practices of the world’s largest customer success community. What you’ll discover: How to get up and running with Gainsight in as little as three weeks Integrate your CRM platform, whether it is Salesforce, Hubspot or another leading solutions Guidance from the Gainsight services team which has over 50,000 hours of implementation experience Best practices from Gainsight and our 700+ customers And more!
The Customer Success Economy builds on the success of Gainsight’s first volume, Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue, released in 2016. Just four years later, it’s become required reading for thousands of recurring revenue businesses around the world. And Customer Success has evolved into a philosophy and practice that is infused into every part of an organization. In this new book, Mehta and Pickens share how Customer Success is practiced at organizations across various industries. Download the first chapter for FREE today!
