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.
Business Success Requires Customer Success
Discover how every function in your company can benefit from being more customer-centric.
Orchestrate the customer journey across every function and create clients for life by delivering great outcomes at scale.
Combine deep SaaS product analytics with personalized in-app engagements to deliver exceptional user experiences.
Capture feedback, close the loop with respondents, and discover insights to ensure an exceptional customer experience.
Customer Data Platform
An open platform that acts as a central hub for customer data systems and provides actionable insights to every employee to make better decisions in service of the customer.
Scale revenue growth through whitespace analysis, upsell and cross-sell playbooks, and streamlined renewals processes.
[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.
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.
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.
See how Gainsight can make your customers more successful. Schedule a demo of our software platform today!Schedule A Demo
“Why should my Customer Success (CS) teams think marketing?” That’s a question I often hear from CS leaders. My short answer is that CS must evolve with the customer experience, and the experience is more digital and personal than ever before. Marketing wrote the book on digital and personalized engagement (with prospects), so “thinking marketing” for CS leaders is an approach for scalable personal engagement. But there’s a much deeper rationale I’d like to share. A few years back (or more recently for some companies), CS was predominantly support-driven. However, CS has evolved, and now adoption and onboarding are in play alongside the pillars of satisfaction, loyalty, and retention. For some companies, CS kind of ends there. For others, CS is taking on more revenue-related activities, like upsell and expansion, or marketing-related activities like advocacy—be it reviews, event speakers, advisory councils, success stories, and more. This domain is still forming, and whatever works for SaaS companies may not fit other markets. B2B might work differently than B2C. Responsibilities will shift and so will KPIs. However, across the board I see three elements of sustainable success: Engagement, Growth, and Advocacy. To win in all three I believe Marketing, Sales, and CS need to build meaningful bridges of streamlined customer data flow and actions. Let me explain […]
If you’re a Revenue leader, chances are you care about two pretty straightforward things: 1) acquiring new customers and 2) selling more to existing ones. But when it comes to the latter, very few Sales execs are completely confident they aren’t leaving money on the table somehow. Whether they missed an upsell opportunity with a customer they didn’t know was at capacity or they discover a rep didn’t push a certain product because they didn’t realize a customer could benefit from it, every organization is missing out on revenue. The problem is that this lost revenue can be sizeable. Gartner estimates that 80% of a company’s future revenue will come from 20% of its existing customers. And the more mature an organization is, the more it can count on and—indeed should be—milking money from its existing customer base. Here’s the good news. You likely have everything you need to capture this expansion: you have customers. The first step is driving the positive customer outcomes needed to keep customers coming back for more. But the second is to leverage your rich customer data to help you uncover the not-so-obvious opportunities for upsell, cross-sell, and new line of business expansion your team has […]
Revenue leaders who own both renewals as well as new business recognize that managing renewals is a completely different beast. From forecasting to managing KPIs, the renewals motion requires a fundamentally different approach. But what exactly makes managing a renewals business unique? We outline five key differences: 1. You Have Access to Rich Customer Data That Enables Better Forecasting… When it comes to forecasting a renewals business, you have a secret weapon that you don’t have when hunting for new business: the ability to mine and analyze rich historical customer data to figure out what’s likely to happen next. You have probably been (or otherwise you should be!) collecting data on cohorts of your customers over time, meaning insights about their usage, sentiment, engagement, support tickets and—most importantly—whether they have renewed, churned, or downsold. Perhaps customers who have usage that looks a certain way have pretty much always renewed, or ones that have poor sentiment and engagement from specific stakeholders are at greater risk of churn. If you’re not using these kinds of analytics to inform your forecast for renewals, you’re probably leaving money on the table. 2. …Which Can Also Reveal Strong Upsell Candidates In addition to helping […]
Thursday, September 19 | 11:00 a.m. PT (2:00 p.m. ET) The subscription model is now synonymous with modern business. Whether you’re buying groceries or software, there’s a subscription-based option. These everything-as-a-service (XaaS) offerings have had a profound impact on product management organizations leaving everyone asking, “How are other product management teams tackling these challenges?” If you’ve already read TSIA’s report, The State of XaaS Product Management 2019, you’ll know that you’re not alone. There are shared challenges that product teams are facing today. In this webinar, Laura Fay, VP of XaaS Product Management Research & Advisory at TSIA, will share best practices to address the top three challenges product management leaders in a recurring revenue world. Join us as we build on the findings in TSIA’s report. You’ll learn: The current state of XaaS product management Segmentation strategies for scaling your subscription offer The right analytics to capture the total customer experience And much more!
Thursday, August 29 | 11:00 a.m. PT (2:00 p.m. ET) Slow load times. Form after form after form. Buttons that don’t work. Is your blood boiling just thinking about them? The same could be happening to your users right now. We’ve all had our share of frustrating user experiences, but they don’t have to happen in your product. Join Agata Bugaj, Senior Director of Product Management at FullStory, as she shares tactics to find and solve points of friction in your product. In this webinar, you’ll learn how to: Identify points of friction in your product. Increase engagement and adoption Balance new feature work with frustration fixes And much more!
Where is your customer feedback going? Does it actually make it to your product roadmap? In an ideal world, customer feedback would flow from customer to customer-facing teams to the rest of the company. But it often feels like this valuable data is lost in a black hole. Eigenworks has set out to learn more about these communication workflows. Join Alex McDonnell, Client Insight Lead at Eigenworks, as he discusses part one of this study. He’ll share insights gleaned from interviews with customer success professionals about how they and other teams can improve the flow of customer feedback. In this webinar, you’ll learn: Four strategies to improve communication flows Frameworks to prioritize customer feedback How you can participate in and follow the progress of this study And much more!
How to Migrate From Another Customer Success Tool. As you focus on driving the growth of your business, you need to be confident that you’ve got the right technology in place to help you scale your operations as you grow – and this includes your customer success platform. In this ebook you’ll learn: Why Moving to Gainsight is a Smart Choice What to Consider as You Plan Your Move Commonly Asked Questions for Migrating How to Get Ramped Up and Running Quickly
A comprehensive guide for Product leaders. As a part of the product function, a huge weight lies on your shoulders. You’re tasked with creating the very thing that your business is marketing, selling, and relying on to give them a competitive advantage. On top of that, you’re responsible for driving adoption and usage, but you’re distanced from your users. And how exactly are your product investments impacting the business? Bridging these gaps requires data—an abundant but under-utilized resource. With the right data and product analytics tools at your disposal, you can make educated decisions, influence stakeholders, and enhance your team’s credibility within the company. This article will provide you with a solid understanding of what product analytics is, the importance of understanding data, and how to use your product insights in ways that will directly impact your company’s goals.
80 percent of companies think they are delivering “superior experiences.” Just eight percent of customers agree. Where’s the disconnect? If each team thinks they’re doing a great job ensuring the customer experience is superior, the disconnect is most likely in the handoffs. You work in a company with many different roles, teams, departments, metrics, and objectives. But from the customer’s perspective, you’re all just one company. So how do you fix the weak joints that connect strong teams? That’s where this ebook comes in. Gainsight and Taskray present the four keys to perfecting your handoffs and creating indelible experiences and successful outcomes for your customers. Get proven tactics and best-practice strategy for improving each handoff across the customer lifecycle—from Marketing to Sales to Onboarding to CS to Account Management to Renewals and beyond. This ebook also includes a gold-standard journey mapping template and a communications checklist for handoff-related outreach. Download it today and share with your cross-functional teams!