[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.
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.
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.
See how Gainsight can make your customers more successful. Schedule a demo of our software platform today!Schedule A Demo
At times it can feel like Sales and Post-Sales teams have nothing in common. But there’s one thing that both sides of the house can always agree on: they hate surprises. If you’re a Sales rep that has been working to sell a prospect for six months only for them to vanish off the face of the Earth, you’re going to be left wondering what happened. If you’re a Customer Success Manager (CSM) responsible for a long-term account that has been nothing but successful and showing great customer health only to one day get an unexpected churn notice, you’re going to be left wondering what happened. Then you find out. The company was acquired, your champion left, a new executive was hired and wanted to go in a new direction, or any of a number of huge events that can seriously alter the relationship you’ve worked so hard to create. Wouldn’t it be great to know about these kinds of milestones before they manifest in the form of a lost deal or churn notice? Or on the flip side, wouldn’t it be great to know that the prospect you think would be a great fit for your product just raised […]
I recently had a fun/not-fun experience with one of the big event ticketing companies. Love them or hate them (hi, Taylor Swift), you kind of have to use this sort of company for most sporting events. I was going to a football game with a friend, and my buddy shared my ticket with me. In the 30-minute Uber to get to the game, I planned to spend 29 minutes listening to podcasts and one minute getting my tickets. You know what happened next… 30 minutes in the car and a bunch of swearing to myself later, I still hadn’t figured out how to retrieve my tickets. On the plus side, I got really good at the “forgot my password” workflow. Eventually, after about 45 minutes, I figured it out and got into the game. But an interesting thing happened along the way. This ticket vendor had instrumented the heck out of its customer experience. Every time I logged in, I got the same “Welcome to [company name]” pop-up in the app. When I went to the website, I was greeted with another “welcome” guide each time. And completely unrelated, I got a feedback survey via email. And believe me, this company […]
Bookmark this collection of resources all about customer retention and stop churn in its tracks. Customer retention is one of the biggest metrics in SaaS and a key component in any SaaS company’s strategy. Cultivating a high retention rate will set you up for long-term success. Here are 10 articles and webinars that focus on the foundational aspects of customer retention and best practices to create a best-in-class customer retention strategy. What is Customer Retention? Customer retention refers to the strategies used to keep customers from spending their money elsewhere. When a customer leaves, it’s known as churn. A successful customer retention strategy will build symbiotic business relationships, drive brand equity, and encourage customer loyalty amongst your customer base. Benefits of a Customer Retention Strategy Customers can leave your company for many reasons—your biggest advocate left for another company, they didn’t get any value, they weren’t a good fit—the list goes on. A customer retention strategy does more than just keep customers from leaving. Good customer retention strategies: Proactively prevent churn Promote customer loyalty Create long-term, exponential growth Are more cost-effective than acquiring new customers Make you more appealing to investors Blog Posts: Boost Your Customer Retention Strategy What is […]
Thursday, January 9 | 11:00 a.m. PT (2:00 p.m. ET) Your customers’ natural tendency isn’t to renew—it’s to churn. And chances are they already know whether they’re going to churn this year. Do you know? You may think it’s too late to implement the people, processes, and technology that can avert churn, improve retention, turbocharge expansion, and transform your startup into a customer-centric company built to hit escape velocity. But it can be done—Leadspace made it happen, and so can you. Join Sherrod Patching, Chief Customer Officer of Leadspace, and Tyler McNally, RVP Customer Success at Gainsight, as they take you through the strategies they used to launch a CS solution, the lessons learned along the way, and a prescriptive process you can use to turn your company into the next Leadspace-style success story.
Thursday, December 19 | 11:00 a.m. PT (2:00 p.m. ET) This season, Gainsight is giving the gift of brand new features and enhancements. Our November and December releases are so packed with upgrades that we had to do a webinar to tell you about all this goodness. If you’re looking for a way to: Create a 100% comprehensive, seamless customer journey with both human and automated, email and in-app comms… Get notified the instant your customers go through important business changes… Drag and drop disparate data sources to create new, insightful and permanent datasets… Drill down into your machine learning-powered Likelihood-to-Renew score to find out what’s impacting it and how much… And more… This is the webinar for you! Sign up for this webinar to get the absolute latest insight into what presents are waiting under the customer success tree.
Tuesday, December 17 | 11:00 a.m. PT (2:00 p.m. ET) If you want to create successful customers, you need to be with them outside and inside of your product. But while this can supercharge the customer journey, it brings with it lots of uncertainties. What if we spam our customers? How do we make sure we’re talking to the right people at the right time? How do we keep track of all of these out- and in-product communications? Join Gainsight’s VP of Product Growth, Travis Kaufman, as he shares his unique perspective and best practices to create a customer journey that incorporates human and product outreach. In this webinar, you’ll learn how to: Craft better, human-driven communications. Create a customer journey that extends into your product. Work cross-functionally to deliver a seamless customer experience. And much 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
When you think about customer success, the simplest possible unit you can reduce it to is one customer, one vendor. One product, one relationship. It’s almost like a single-celled organism. But as that organism evolves in complexity and sophistication, the people, process, and technology required to keep it optimized evolves in tandem. And likewise, since the advent of customer success, the strategies and tactics companies use have evolved as well. In this ebook, co-produced with WNDYR, you’ll read about those evolutions from a highly practical perspective: from start-up, to scale-up, to the enterprise, and beyond. You’ll also get inside looks at some of the most innovative customer success organizations in the world. Download this ebook today to learn: How to pilot a customer success practice in an early-stage or digital transformation company. How to take the next step in your company’s customer success evolution. How to implement best-practice workflows and processes in your CS operations. How companies like Samanage, HubSpot, Glassdoor, and others have up-leveled their CS organizations. And much more.
It Pays to Stay Informed About Your Customers and Prospects Whether you are a Sales Exec hunting for additional revenue or a Customer Success leader working to ensure a customer renews, staying on top of the latest news and information about the companies you work with is a must. You want to be the first to hear about the departure of a key exec sponsor at a customer or a about a new round of funding at a prospect. Get alerted to: Mergers & Acquisitions Exec changes Funding rounds Expansion into new products or geographies And much more