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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

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

March 31, 2020
  • 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.
  • 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.
  • 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.
  • 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.

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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.

See how Gainsight can make your customers more successful. Schedule a demo of our software platform today!

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Resources

2020: The Last Stand for Legacy Technology Vendors Image

2020: The Last Stand for Legacy Technology Vendors

via GIPHY Procrastination. We can all empathize with the concept. Sometimes it means putting off the project fixing a broken light at home for another week. Or sometimes, it is staring at a challenging email and promising yourself that you’ll get to the response later. For legacy enterprise software companies, this game of “kick the can down the road” often plays out in terms of their strategy around “transformation.” 100% of software companies started before the cloud emerged have a stated strategy to move to the cloud and SaaS “over time.” The question is, over what time? The decision isn’t easy. For many companies, the short-term revenue and profits (hello EBITDA!) of the traditional on-premise license software business model is hard to beat. That’s doubly true since many on-premise software companies carry the weight of massive debt loads due to recent Private Equity deals. In parallel, many clients of on-premise companies are pleased to keep those workloads on-premise. The license + maintenance business model works well for legacy applications. “If it ain’t broke, don’t change it,” as they say. Customers are happy to ride their enterprise applications down the old model as long as they can. The challenge is that […]

4 min readAugust 6, 2020
5 Step Playbook for Nailing Pre to Post-sales Outcomes Handoff Image

5 Step Playbook for Nailing Pre to Post-sales Outcomes Handoff

Tell me if you’ve heard this one before: Customer spends months explaining their goals and desired outcomes to a sales rep Sales rep closes the deal Ring the gong! CSM and/or Services team kickoff the onboarding call with “so tell me what outcomes you’re hoping to achieve with our product.” Handoffs If you go through the dictionary of buzzwords in Customer Success, right between “adoption” and “proactive,” you’ll find “handoff.” I can’t count the number of times CS leaders have told me about their desire to improve handoffs from pre to post-sales. Of course, all of those terms are anachronistic: There is no pre-sales versus post-sales – it’s all a continuous cycle. Handoffs don’t work – the collaboration needs to be much tighter. But the core idea still applies. Customer Success isn’t just a department – it’s a business process end-to-end, and it starts with the expectations set with Sales and Marketing at the beginning of the customer journey. So far, every leader who works with cross-functional teams is vigorously nodding their heads and/or saying “duh,” or “YES…please, please tell me how to fix it!” The question is, how many of you have operationalized this vision end-to-end? So far, I’ve […]

5 min readAugust 4, 2020
Watch this AMA with Cisco CXO, Maria Martinez and Gainsight CEO, Nick Mehta Image

Watch this AMA with Cisco CXO, Maria Martinez and Gainsight CEO, Nick Mehta

In this recording of a LinkedIn Live AMA, Cisco Chief Customer Experience Officer, Maria Martinez, and Gainsight CEO, Nick Mehta, discuss strategies to make sure your company beats the odds. As companies shift from being reactive to proactive, customer success has never been more important. Hear Maria and Nick discuss the most core elements of customer experience and why they believe that building strong human-first relationships, both within your team, partners and with your customers, is critical to customer success. Ready to learn more? Get a personalized demo here.

1 min readAugust 3, 2020
The 10X Team: Secrets to CS Scale from the GameChangers at Intellishift Image

The 10X Team: Secrets to CS Scale from the GameChangers at Intellishift

High growth? Limited resources? Only 24 hours in the day? Chances are that in Customer Success you’ve faced one of these barriers. So how do you ensure your customers are still massively successful, especially in a world where adding headcount isn’t a guarantee? Download now to learn how Kristi Faltorusso, VP of Customer Success at VTS Intellishift, has perfected the art of running an efficient and wildly effective CS team with Gainsight — and you can too.

2808 registered
Customer Love Book Club: The Customer Success Handbook Image

Customer Love Book Club: The Customer Success Handbook

Join Gainsight’s CCO Ashvin Vaidyanathan and Gainsight’s Chief Strategist Ruben Rabago to get the rundown on what’s being called the definitive customer success manager how-to guide for the CSM professional. Joining them are book contributors Eduarda Camacho, Executive Vice President, Chief Customer Officer at PTC, and Stephanie Berner, Global Head of Customer Success, LinkedIn Sales Solutions.

2804 registered
Path to CPO Series: Christopher Battles, Chief Product Officer at Zuora Image

Path to CPO Series: Christopher Battles, Chief Product Officer at Zuora

Gainsight’s Path to Becoming a CPO webinar series will host Product leaders from leading SaaS companies in a candid discussion of their journey in product management. Episode 2 highlights Christopher Battles, Chief Product Officer at Zuora.

2682 registered
The Customer Success Economy – Now Available! Image

The Customer Success Economy – Now Available!

The Customer Success Economy builds on the success of Gainsight’s first volume, Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue, released in 2016. Just four years later, it’s become required reading for thousands of recurring revenue businesses around the world. And Customer Success has evolved into a philosophy and practice that is infused into every part of an organization. In this new book, Mehta and Pickens share how Customer Success is practiced at organizations across various industries. Download the first chapter for FREE today!

1 min read
The Essential Guide for the SaaS Executive During COVID-19: People, Process and Tools Image

The Essential Guide for the SaaS Executive During COVID-19: People, Process and Tools

We are entering a ‘new normal’ and leaders like you need a guide on how to manage sales, retention, and expansion leaning on the insights from your Customer Success and Product teams. Now more than ever, SaaS leaders are doubling down on existing clients as new logo sales slow down. This guide will help you align your people and processes using Gainsight tools to ensure you thrive through this pandemic with renewed visibility and better decision making strategies than ever before. Human first strategies to lead through a crisis How to use playbooks to level up remote teams How to categorize your clients to strategize efficiently  How to effectively use product usage data during a downturn And more!

492 downloads
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 30 days, to […]

162 downloads