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How to Provide a High-Touch Product Experience While Social Distancing

With the global shift to remote work, our customers have experienced a 50% increase in Monthly Active Users. All of us are spending more time in our

6 Min Read March 30, 2020

Managing Churn During COVID-19: A Conversation with Bessemer

As SaaS leaders tackle the unexpected management implications of COVID-19, there has never been a better time to double down on retention

1744 Registered

5 Tips To Do More With Less In Customer Success During Covid-19

If you’ve been following customer success blogs recently, a lot has been said and written about how to communicate better and consistently in

9 Min Read March 31, 2020
  • Howard Tarnoff

    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.
  • Heather Hansen

    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.
  • Lauren Denault

    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.
  • Greg McGlaughlin

    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.

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The Buyer’s Guide to Customer Success Solutions

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.

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Resources

3 Reasons a Customer-Centric Tech Ecosystem isn’t Complete without Community Image

3 Reasons a Customer-Centric Tech Ecosystem isn’t Complete without Community

Can you believe it’s been two weeks since Pulse Everywhere happened?  Last year at my first Pulse, I was blown away by the passion of the 5,500 customer success and product professionals who descended on Moscone for the in-person event. It seems ironic now that I’d wondered if there were no barriers to attend (time, travel, budget), how many people carry the same level of passion and want to be a part of this incredible community? Sometimes a hypothetical is just a hypothetical. But in this case, we got an answer in 27 sessions, 44 networking groups, 4 keynotes, 22,000 registrations, and thousands of more streams that will happen after the fact. While the circumstances were unprecedented, the way you came together was and is extraordinary. This level of engagement also puts one of the innovations announced in our Pulse Product Keynote into focus in a whole new way: Sightline Vault, part of Gainsight’s unique approach to an ecosystem, harnesses this one-of-a-kind community. Think, a robust integrated partner ecosystem plus an open-source exchange for your best practices—like a GitHub for customer success.  And the more I learn about the cross-functional, totally customer-obsessed individuals in our orbit, the more I realize: […]

4 min readMay 26, 2020
4 Strategic Steps To Delivering A New Product Experience At Enterprise Scale Image

4 Strategic Steps To Delivering A New Product Experience At Enterprise Scale

At Pulse Everywhere, we launched the all-new Gainsight Horizon Experience—Gainsight’s new User Experience powered by a simple, intuitive, and beautiful design system and a set of UI components to serve as the building blocks. This new experience is already available in our CX Center, Revenue Center, Sightline Vault, and Gainsight mobile, and we’ll be rolling it out to the rest of Gainsight NXT and parts of Salesforce edition in the months to come. You can see a recap of our announcement here, along with the rest of our Pulse Everywhere keynotes. This may be the first you’re hearing of Horizon Experience, but we’ve been thinking about this for a long time. In fact, we tripled the size of our design team over the last year to make sure we can not only build, but maintain a world-class product experience as we continue to grow. Take a look below to see some of the approaches we took as we set out on this journey.  1. Set Clear Goals When we set out to create the Horizon Experience, we began by aligning on our primary objectives for the initiative. In our case, we aimed to do the following: Increase Customer Effort Score: […]

6 min readMay 21, 2020
Announcing the 2020 GameChanger Award Winners Image

Announcing the 2020 GameChanger Award Winners

DRUM ROLL PLEASE…AND THE 2020 GAMECHANGER AWARD WINNERS ARE…  First and foremost, for everyone who joined us online last week for the absolutely unprecedented Pulse Everywhere. We were completely blown away not only by the attendance but of the engagement and palpable energy that came to life in this virtual experience. While we didn’t have 22,000  people in one room together – we all came together.  If you watched Nick’s Keynote, you heard him talk about coming together and being stronger together as a community. That’s what our GameChanger Community is all about—creating success for all Gainsight customers. Collectively we can inspire and push each other to new heights, learn and grow together, and connect from anywhere. The dictionary definition of a GameChanger is an event, idea, or procedure that effects a significant shift in the current manner of doing or thinking about something. Being a Gainsight customer by our definition means you are a GameChanger. It’s been a remarkable year, to say the least, and we have been in awe to see how our customers have switched up familiar landscapes and shifted the status quo way things have always been done and thought about.  We are honored that our […]

8 min readMay 20, 2020
Product Planning in the Age of COVID-19 Image

Product Planning in the Age of COVID-19

Wednesday, May 27, 11:00 a.m. – 12:00 p.m PT PMs have a difficult job navigating the delicate balance of customer feedback, engineering resources, sales requests, and product innovation. In times like now when people are more dependent than ever on products, that balance becomes even more precarious. Join us for a lively discussion with Jeetu Patel, Chief Product Officer at Box, Allison Fortman, Product Management Director at Trimble and Mike Berger, VP of Product Marketing at Gainsight to uncover the unique requirements for product planning during COVID-19. On May 27th at 11 a.m. PT, we will learn more about the specific principles of product development at Box and Trimble and what new processes they are putting into place to lead their teams during this pandemic. If you lead a product team, you won’t want to miss these insights into shifting to the cloud quickly (for Trimble), creating user delight, managing remote teams, and the new financial implications all of this entails. In this webinar you will learn: The Box 7 product principles How to migrate to the cloud  Data-driven product decision making GTM and engineering challenges during COVID-19 And more!

2594 registered
Risk Management in the Age of COVID-19 Image

Risk Management in the Age of COVID-19

During these difficult times, you need an actionable game plan to swarm your book of business to ensure the right level of support at the right times. We are pleased to be joined by Gainsight customer, Debbie Ashton, Founder & SVP, Strategic Customer Experience at FinancialForce alongside our CEO, Nick Mehta and Kellie Capote, Vice President, Customer Success to discuss how FinancialForce is using newly developed Gainsight COVID-19 workflows to help our customers navigate these new risks.  Watch as we discuss how to create dashboards to help your CSMs segment their customer base based on COVID-19 exposure, track concessions and negotiations, and review health indicators all within Gainsight. This level of account insight is allowing organizations to gain access to the same information fast allowing for quick pivots during these unstable times. In this webinar you will learn: FinancialForce’s approach to COVID-19 workflows Defining risk categories Customer risk indicators Simple activity tracking And much more.

2494 registered
10 In-App Engagements to Boost User Experience Image

10 In-App Engagements to Boost User Experience

In-app engagements are an extremely effective method of increasing user engagement and retention. Studies show that products with in-app engagements see a 3x boost in engagement and a 4x increase in conversions. Watch this webinar to see how your team can easily use in-app engagements in various formats–as guides, surveys, and notifications. We’ll show you how to set up messages and segment to your heart’s content so that your in-app engagements boost user experience, drive adoption, and lead to product growth. In this webinar, you’ll learn: How to make timely and targeted in-app messages 10 practical applications of in-app engagements When to ask for feedback to gauge user sentiment And much more.

2553 registered
In-App Engagement Kit Image

In-App Engagement Kit

The complete kit for anyone who wants to supercharge adoption and onboarding in their product. In-app engagements, those outreaches that happen within your product, are ideal for getting the right information to the right users. But, send out too many and they’ll hurt your product experience more than they help. This In-App Engagement Kit has everything you need to create a complete in-app engagement strategy. Inside the kit, you’ll find: The Guide to In-App Engagements: Covers the basics and provides steps to set up a governance plan that will keep users safe from the dreaded “in-app engagement fatigue.” The TRUSt Framework for In-App Engagements: A handy reference to keep everyone aligned on how to use in-app engagements. Request Form Template: An example form to ensure that requests from other departments come with all the necessary information you need to prioritize, create, and launch them. Copy Templates: Easily create eight of the most-used types of engagements with these helpful templates. Tracking Template: Use this spreadsheet template to organize, track, and measure the results of your in-app engagements. Start sending unlimited in-app engagements today! Free for 90 days. For a limited time, you can use Gainsight PX, free for 90 days, to […]

2 min read
Compare Top Customer Success Vendors with G2 Image

Compare Top Customer Success Vendors with G2

If you’re evaluating customer success software, this is an invaluable resource. Why is that? G2 Grid Reports are based on thousands of verified reviews from actual users, so you can compare dozens of vendors based on real feedback. Get access to ratings and reviews for 30+ vendors across dozens of dimensions, including Satisfaction Ratings, Feature Comparisons, Segment Served, and much more. What will you learn? Highest rated features Likeliness to recommend Product Roadmap sentiment Market presence stats And more!

3055 downloads
Gainsight’s Work From Anywhere Guide Image

Gainsight’s Work From Anywhere Guide

With much of the world undergoing social distancing, shelter-in-place orders, and strict quarantine, working from home has suddenly become the “new normal” for many companies—especially in the software industry. Gainsight is one of those companies that has moved entirely to a remote workforce. However, Gainsight has also had a long history of thriving remote teammates and a “work from anywhere” mentality. We think of it as a “Gainsight Everywhere” office, and we’ve learned a lot of best practices for creating healthy, productive distributed cultures. Over the last days and weeks, we’ve gotten a ton of emails from our customers, partners, and networks asking about these best practices, so we compiled them into this Work From Anywhere Guide. In it, you’ll get tips and tricks for: Creating and optimizing your home workspace Managing the balance between home and work Advice from WFH (work-from-home) Gainsters And much more!

1 min read