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.
[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.
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.
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
When I was a kid imagining the future of 2019, it looked a lot different than the present we live in today. I mean, I thought for sure we’d have fusion reactors, space elevators, replicants, basically everything from Minority Report. It’s been half a century since we landed on the moon and we still don’t have a moonbase. Is the future just way less futuristic than we were hoping for? Did innovation somehow slow down? Maybe we’re just less inventive than previous generations. Except we know that’s not true. In my lifetime I’ve seen astonishing leaps in science and technology; it’s just that most of the really impressive stuff is happening behind the scenes. The major leaps forward might not look like flying cars or teleportation beams (working on those, though), but in the field of computer science, we’re truly living in a golden age. So why doesn’t it always feel like that? When you compare flipping the switch on a revolutionary quantum computer to launching a lunar mission, it just can’t measure up in terms of the public spectacle. But even when a computer science achievement captures the imagination of the planet, like Deep Blue or AlphaMind or Watson, […]
Chances are you’ve heard the saying, “‘Everyone wants change, just not for them.” If we’re being honest, we can all agree that the one constant in life is change—yet managing change can be difficult. Will the new thing be better than the old thing? What will I have to relearn or rethink with the new thing? Even if all the parties involved know that the change is overwhelmingly for the better, it can still be tough to manage the process. More #changeManagement #OrgDev #OrgChange comics – https://t.co/SiPPLeMsFX pic.twitter.com/HYGvR0bKNP — Torben Rick (@torbenrick) September 18, 2017 Change as seen from a product management operations lens Change management is one of the core responsibilities of an operations function in business, whether it be IT Operations, Sales Operations, or in my personal case, Product Operations. The product operations function at Gainsight enables the product management team with the tools and processes they need to succeed. We also work cross-functionally with other departments to remove barriers and enable effective communication. One of our big internal initiatives is our platform evolution, Gainsight NXT. This evolution represents a multi-year effort to upgrade our application and bring more flexibility, speed, and control to our user community. We’re really […]
Companies are constantly releasing new products and features. But making end users aware of these new options is a big challenge for marketing, sales, and customer success teams. For those of us in B2B SaaS, we often interact with solution admins, internal champions, or decision-makers, not our end users. To reach end users, we rely on emails, press releases, and events. These channels let us reach a broad audience quickly but more often than not, end users receive the information when it’s best for us to share it with them, not when it’s most relevant to them. Our Challenge: Raising Awareness of the New Gainsight Mobile Application At Gainsight, we experienced this challenge firsthand. We know CSMs are on the go and need a customer success solution that they can access anytime, anywhere, so we created the Gainsight Mobile Application. It seemed like the hard work was done once we built the app, but it was just beginning. We needed to inform our customers of the value they would get from the app so they could download and start using it. We announced the mobile app at Pulse 2019 and followed up with an integrated campaign to drive adoption. The first touch in […]
Tuesday, July 30 | 11:00 a.m. PT (2:00 p.m. ET) 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!
Thursday, July 25 | 11:00 a.m. PT (2:00 p.m. ET) 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!
Gainsight and LinkedIn teamed up to release the newest comprehensive data on the state of the customer success profession. You can read the whole thing right here, but if you want all-important context, we’ll be breaking down what we can infer for the future based on this data. Join us for this short webinar in which we’ll take a closer look at three macro trends you might miss from just looking at the data in the report. Gainsight’s CCO, Ashvin Vaidyanathan will give his perspective and take your questions on the topic. This webinar will be highly valuable for anyone currently in a customer success role or looking to join the movement. But on top of that, if you’re trying to get a handle on the current and near-future state of the subscription business model and the tech industry at large, this will be a can’t-miss half hour. In this webinar, you’ll learn: One critical area of investment for forward-thinking customer success teams. Several tactical ideas for how to better align CS to growth metrics. How to improve upon diversity and inclusion in your company. And much more.
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
A comprehensive guide for Product leaders. Look around you. How many people are on their computer? Their cell phone? We’re surrounded by digital experiences, both at work and at home. Whether you’re a SaaS or cloud business, or if a digital experience is just one facet of your offerings, it’s imperative that you deliver an amazing product experience. As a product leader, this weight of this responsibility falls on your shoulders and if you want to create competitive products, you need to develop a customer-centric mindset. Understanding product experiences inside and out will benefit your customers and your career. We’re no longer transitioning to a new era of business, we’re deep in it, and if you want to keep up, you need to be in tune with your customers and deliver continuous intrinsic value. Otherwise, you’ll be obsolete before you can say, “Blockbuster.” Are you already aware of the necessity of providing positive product experiences for your customers? Give Gainsight’s Product Experience Platform a try. Need a bit more information? Download the essential guide to product experience ebook. In this ebook you will learn: The value of a great product experience The components necessary to deliver it Best practices to […]