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.
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.
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.
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.
[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.
See how Gainsight can make your customers more successful. Schedule a demo of our software platform today!Schedule A Demo
Are you delivering a product experience your users want or are you just going through the motions? In a world full of products offering the same results as yours, one of the best ways to stand out is through your product experience. What makes companies like Slack and Amazon so successful is their dedication to their user’s needs (you might know it as “customer obsession”). They build a product that people want to use. So how do you get your product to that level? The first step is to make sure that your product experience is optimized for the user. Before your next roadmap planning meeting, make sure you’re not making any of the following product experience mistakes and make fixing them a priority. Pro-Tip: If you want to skip right to the good stuff, register for a live demo of Gainsight PX. You’ll learn how to fix each of these mistakes as we guide you through the power of our Produce Experience Platform. REGISTER NOW Mistake #1: You’re not using in-app engagements. Throughout the day you get bombarded with communications from all over the place—email, Slack, on your phone, etc. In-app engagements cut through the noise and are incredibly useful […]
The Hare, mad at the Tortoise for beating her in a (now world-famous) foot race, said to the Tortoise, “Let’s have a rematch.” The Tortoise thought to herself, “Slow and steady wins the race!” and agreed. “Where’s the finish line?” she asked. The Hare replied, “I’ll race you home,” and took off sprinting as fast as she could. The Tortoise calmly pulled her arms, legs, head, and tail into her shell. “I win!” she said. (That joke is corny, but it will tie in to the theme of this post soon, I promise.) Is your CS org a tortoise or a hare? Customer success is one of the fastest-growing jobs in the world, but where is that growth coming from? Don’t worry, this isn’t going to be another “customer success is a business imperative” piece; I’m saying, realistically, is every company on Earth hiring one CSM each? Or are a few companies hiring thousands? What’s actually driving this rapid acceleration of CSM growth from an operational perspective? And more importantly, what does it mean for you as a customer success leader? Mathematically speaking, we can infer that a huge chunk of the global economy is not hiring customer success managers at all. […]
A lot happened to the Gainsight platform in 2019. Are you all caught up? Gainsight is in lockstep with the ever-evolving discipline of customer success. As the leading customer success platform, we’ve continued to focus on building out the tools that CS teams need to optimize and mature their strategy. So what have we been up to in 2019? Aside from publishing books and throwing the biggest conference in customer success, we’ve maintained a rapid pace of innovation in our product. You can find all of our features and enhancement announcements in our Gainsight Community, but here are ten game-changing Gainsight CS updates you absolutely can’t miss. Top 10 Gainsight CS Enhancements & New Features Released in 2019 Social Engagement Capabilities in Timeline This year we introduced several enhancements to our Timeline feature. Two enhancements of note include the ability to tag users in Timeline updates and comment on Timeline updates. Timeline already enables CS teams to keep tabs on all things customer activity, but these enhancements take functionality to the next level. With this new way to connect and communicate within Timeline, it’s even easier to stay up-to-date on customers, know when attention is needed, and follow up on important updates. Because this […]
Thursday, March 5 | 11:00 a.m. PT (2:00 p.m. ET) How do you win, retain, and grow customers based on quantified business value? Join Gainsight’s VP of Customer Success, Kellie Capote, and Ecosystems’ CTO, Mike Plaskow as they discuss how to turn sales and customer success into a single motion for outcome-based customer partnerships. In this webinar, you’ll learn how to: Engage and win customers with quantified business value Navigate process and technical barriers to aligning sales and customer success Drive retention and growth by proving value delivered
Thursday, January 23 | 11:00 a.m. PT (2:00 p.m. ET) When you think of implementing a new product experience and analytics tool, what’s the first feeling that comes to mind? Fear? Exhaustion? It doesn’t have to be a traumatizing experience! Join Gainsight PX customer, Igor Kranjcec (PMM at Infobip) and PX-pert, Link Black, (Technical Client Outcomes Manager at Gainsight) as they discuss the first 45 days implementing Gainsight PX. In this webinar we’ll take you from contract sign to first value, providing real-life examples and the ingredients for a successful implementation. In this webinar, you’ll walk away with: An overview of what to expect in your first 45 days with Gainsight How to overcome common onboarding and change management challenges An inside look at Infobip’s Gainsight PX instance and their onboarding experience
Do you have a customer that has stopped responding to your emails, never picks up the phone, and generally pretends that you’re invisible? If you’ve dealt with an apathetic customer, you know just how challenging it can be to get through to them… and how rewarding when you finally get that “eureka!” moment. In this webinar, Adam Joseph, Gainsight’s Director of Customer Success in EMEA, will share his framework for overcoming customer apathy by focusing on timely and relevant customer interactions. What starts with choosing the right communication channel leads to capturing the optimal point of engagement. We’re running through some challenging scenarios to hear Adam’s advice. Aired: Thursday, 30 December | 3:00 PM GMT
Don’t just slide into your favorite PM’s DMs, give them a card from the heart. Have you ever wanted to express how grateful you are for a coworker but a shout-out on Slack just didn’t cut it? We’ve got the solution in just four simple steps: Download these valentines. Print them out on your nearest printer. Trying to save paper? Screenshot your favorite! Leave on their desks or send via your preferred style of technological communication. Share with your friends so they can spread the gratitude attitude too!
There’s a fine line between helpful and spammy when you’re talking to customers inside your product. In-app engagements—outreaches that occur within your product—are one of the most effective ways to drive awareness and adoption. But when your customer success, marketing, and product teams are each sending their own communications, that line gets even finer. No communication strategy is complete without an engagement agreement. With Gainsight’s TRUSt Framework, you can stay aligned on your definition of what’s helpful so you can deliver a seamless customer experience that benefits users. Download Gainsight’s TRUSt Framework and share it with all your internal teams that send in-app engagements. Use the TRUSt Framework to answer questions like: Is this engagement going to add or detract from the customer experience? Should I be sending this email to everyone or just a select group? Should users be able to opt out of this type of engagement? And more!
Put an End to Revenue Leakage If you run a subscription business, you understand how critical revenue predictability is. Knowing which renewals are non-events versus which ones are at-risk helps you build highly accurate forecasts as well as allocate your team’s time optimally. Plus, having deep visibility into where and why you’re losing money every quarter helps you fix broken processes and close every dollar. Despite all of these benefits, however, gaining a high level of control over your renewals remains a challenge with current systems — and that’s why we built Renewal Center. Gainsight Renewal Center helps you deeply understand your renewals business and close every renewal on-time by: Using machine learning to predict which renewals are most likely to close Generating renewals forecasts and realtime reporting on progress against goals Visualizing the status of open renewals along with customer insights in one centralized dashboard Enabling analysis of revenue leakage, drilling down into at-risk renewals, and identifying gaps in data And much more