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
"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
"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
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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How to Solve the 3 Biggest Challenges in Cybersecurity Customer Success Image
If you’re waiting for the next major cybersecurity breach, history has shown us time and again that you just have to give it a minute. Yahoo. Equifax. Target. Home Depot. Chase. Sony. OPM. These high profile breaches happen seemingly every few weeks, but the reality is that thousands of cyberattacks are happening every day. It’s no wonder that security is one of the fastest growing sectors in tech. Even during my time at Symantec a decade ago, it was clear that security was only going to get more important over time. Now, years later, every single one of us has been personally affected by a breach, hack, or cyberattack of some kind. This isn’t going away and it’s not going to stop. Because of this, security software is by far one of the fastest growing parts of the enterprise IT market. You can imagine that it’s therefore a great time to be a cybersecurity vendor. At the same time, it’s not all smooth sailing in security land. Because customers are buying so many overlapping solutions, adoption of security technology is a huge challenge. And clients, faced with a growing amount of spend, are asking vendors about the outcomes they are […]
3 Critical Steps for Aligning Sales to Customer Success Image
Jennifer Yorke is the Managing Director, EMEA Client Success at Bazaarvoice. Bazaarvoice helps brands and retailers find and reach consumers, and win them with the content they trust. She has a passion for scaling high growth tech businesses, with a focus on international markets and the post-sales environment. Jennifer is a mentor at startup incubator Seedcamp and previously held customer success roles at Box, HootSuite, and HubSpot in London. In traditional software sales, it was possible to build a successful company without being overly concerned with what you “threw over the fence.” Customers would often sink millions of £/$/€ and multiple years of effort into a software purchase and implementation and, as a result, were basically stuck making things work. In fact, we often joked that, after all that money and effort, if someone complained when we rolled it out, we simply fired that person. Not so with software as a service (SaaS). In the SaaS world, our customers have choices (and power) like they’ve never had before. Switching costs tend to be much lower and, because of the subscription model, we give them the option to say “no” long before we’ve achieved our hoped-for lifetime value. All of this […]
Digital Marketing Platform Company Drives 20% Increase in Retention Using Gainsight for Channel Partner Success Image
Digital Marketing Platform Company Drives 20% Increase in Retention Using Gainsight for Channel Partner Success
“Partners can do a much better job at retaining customers if they have 360-degree view of their clients and know what to focus on. Gainsight has helped us to organize and share all that data with our partners.” A leading digital marketing automation platform is experiencing rapid growth through a robust network of over 1,000 partners. To serve their customers and partners, their Customer Success function is divided into CSMs who serve direct customers and Partner Success Managers (PSMs) who help partners manage their portfolio. While this market leader uses Gainsight to drive outcomes for both segments, this study will focus on PSMs. The customer base managed through PSMs represents about half of their total customer base. As a digital marketing solution, their partners are mostly digital marketing agencies and consultants who will sell the platform as part of a marketing strategy. Challenge Selling through partners was a key way for Gainsight’s client to scale, but it presented a new set of challenges for their customers acquired through the channel. Those customers did not have the same access to best practices, information, structured implementation, and a defined journey that was provided to direct customers. The disparity in the customer experience […]
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
Customer Success Showcase: Inside Adobe’s Best Practices Implementation Feedback System Image
October 25, 2017 @ 9 am (PT) / 12 pm (ET) Implementation is the most crucial and delicate stage in the customer lifecycle. So many churn events trace their roots back to a problem during the onboarding—likewise, a smooth implementation can pay big dividends when renewal comes around. The key to getting customers up and running with your product is being able to solicit, understand, and adapt to customer feedback throughout the process. A closed-loop Voice of the Customer system is essential. Adobe has leveraged Gainsight for VoC to improve implementation CSAT from 8 to 9, as well as leveraging data generated through customer feedback to launch a fully automated onboarding segment that retains a high CSAT score. Join Adobe’s Program Manager for New Customer Experiences, Domenico Batteate, and Ganesh Subramanian, Director of Product Marketing at Gainsight, as they go behind the scenes of a highly effective implementation workflow fueled by a best-in-class VoC process and toolset. In this webinar, you’ll learn: When to reach out What questions to ask How to automate the process for low-touch segments And much more Can’t attend live? Register anyway and you’ll receive a copy of the slides and recording as soon as the […]
Aligning Sales and Customer Success Image
For subscription businesses, it’s abundantly clear that your customers have choices (and power) like they’ve never had before. There are many reasons why customer accounts can be “at risk” and if you are in the unfortunate position where a customer churns early, you probably will not achieve the desired lifetime value. All of this makes aligning Sales and Customer Success critical. You need to sell the right level of your product to the right type of customer. Otherwise, you’ll be in danger of downsells and churn. Join these three speakers in a webinar on the topic of aligning Customer Success and Sales: Dan Steinman, GM of Gainsight EMEA Jennifer Yorke, Managing Director of EMEA Client Success at Bazaarvoice Hannah Godfrey, Founder of Godfrey Group Have you set up clearly defined prospect and customer segments? Have you established a proper Sales to Customer Success handover process? What type of feedback loop have you created? Tune into the webinar to find out the challenges of aligning Customer Success and Sales departments, as well as the means to solve those challenges.
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
Customers and Contacts Templates Image
It doesn’t matter whether you run Salesforce or another leading CRM system, the process is simple. All you need is an initial load of Customers and Contacts. We can deploy Gainsight independently of your core Salesforce environment with the same list of Customers and Contacts. No matter your CRM setup, you can start delivering superior customer outcomes immediately with Gainsight. Download these simple templates you can use to gather the data you need. Once you have this data, you can push it into Gainsight and get started. Then, once your company is ready, you can setup the integrations needed to keep Gainsight and your CRM system in sync.