Customer Success Deliver the outcomes your customers desire. Find Out More >
Product Experience Build products your customers love. Find Out More >
Customer Experience Drive superior customer experiences. Find Out More >
Customer Data Platform Activate your customer data. Find Out More >
Revenue Optimization Grow by expanding happy, successful customers. Find Out More >
Discover how every function in your company can benefit from being more customer-centric.
The Gainsight Customer Cloud brings together all the technology you need to ensure your customers easily adopt your products and achieve their desired outcomes with your company.
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.
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.
We've actually been able to quadruple the amount of customers that we reach in our lower tier.
We wanted to have a early warning system. Gainsight was able to prop us up and it's never let us down.
We saw, with Gainsight, a 3% improvement in retention rate on $1B in revenue.
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.
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.
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.
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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From impressive retention gains to massive time savings, our customers are achieving measurable results. See how our customers are using Gainsight to make their customers more successful.
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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.
See how Gainsight can make your customers more successful. Schedule a demo of our software platform today!
Schedule A DemoIf 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 […]
Since the beginning of business, we’ve been on a journey to accurately evaluate and predict customer needs. For people in Product, delivering products your customers love is just one of the challenges. You then have to optimize users’ ROI, increase adoption, and accurately discover your customer journey bottlenecks. Which features bring the majority of revenue? How should customer-facing teams predict retention and revenue rates based on users’ behavior? How do we measure the effectiveness of onboarding? Are there better ways for us to be doing these things? These are just some of the questions SaaS organizations find themselves asking. Data has always been the driving force behind SaaS growth. No matter their velocity, organizations rapidly capitalize on sales, marketing, and business data analytics to derive the necessary results in regards to revenue. The rising importance to deliver stellar product experiences, however, forces organizations to adopt a viable monitoring process. There’s a growing need to follow user progression in-app—it reveals actions and patterns that can affect everything from your product roadmap to revenue goals. More now than ever, we need to capitalization on product data to effectively monitor customer health, adoption levels, and user behavior. Product Data: The Single Source of Truth While user behavior […]
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!
The two biggest predictors of customer churn are poor onboarding and the loss of an executive sponsor. While often looked at as an unavoidable and unfortunate part of the customer journey, the loss of an executive sponsor can really be viewed as just another handoff in the onboarding and customer success process. Handoffs are a critical part of the customer journey and we’ll discuss how these materially impact the likelihood of customer satisfaction, customer success and customer churn. Join Jamie Cole, VP of Marketing and Product at Taskray, Tyler McNally, Sr. Director of Customer Success at Gainsight, and Meenal Shukla, Sr. Client Outcomes Manager at Gainsight, as they give you a detailed framework for operationalizing the handoff between Sales and CS. In this webinar, you’ll learn: A methodology for onboarding customers from the handoff through to a new executive sponsor. How to streamline the handoff from Onboarding to CS. And much more!
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!
Discover the dramatic business model changes underway in the tech industry and how these changes are acutely impacting product management. Product management leaders are faced with dramatically changing their approach to how they are leading their organizations, investing and operationalizing to drive their business’ recurring revenue engine. This paper explores the challenges TSIA member companies are facing, identifies some proven practices, and offers guidance for an effective path forward. It’s an ideal asset for SaaS or XaaS product management leaders to understand what’s to come in 2019. In this report, you will learn: The top challenges of product management leadership Trending design methodologies for successful X-as-a-service offers Best XaaS pricing strategies XaaS product management revenue growth An inside look at the current state of XaaS product management XaaS critical success metrics & KPIs
