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 Are The Customer Success Company
Innovative companies are protecting and nurturing their most valuable asset—their customers—with the power of Gainsight's award-winning platform.
- Gain deeper insights into customer behavior
- Operationalize the customer lifecycle
- Coordinate actions and results across teams
[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.
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.
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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We all know how it works…a fledgling SaaS company releases a minimally viable product and starts bringing on customers. Early customers help shape the direction of the product and before you know it, a Customer Success team is created. The CSMs start doing Executive Business Reviews (EBRs) and the product road map is the crutch used to schedule the meeting. But after a while, the customer (or more likely, their executives) start to skip EBRs as they would rather talk about how others are using your product than features that are months out or are not relevant to them. That’s not to say the road map isn’t valuable. Certainly, prior to the renewal is an opportunity to dive into it. Or if you know a customer can take advantage of a feature, absolutely talk about it. But as Allison Pickens writes, if your CSM team is just filling in product gaps, it’s probably not driving growth. Over the past few years, we’ve started to see thought leadership on the unique relationship between Product Management and Customer Success. Most recently, it culminated with Gainsight’s rollout of the PX Product Experience Platform. As customer success becomes more and more established, the relationship between […]
So it’s starting to look like a pretty ingenious career move to get into the customer success profession. On LinkedIn’s latest jobs report—the most promising jobs of 2019—Customer Success Manager clocked in at number six. And that’s all part of a larger, worldwide trend toward customer success as a new frontier of business—and gainful employment. It’s got an 80% year-over-year growth rate in the U.S., it’s the sixth fastest growing job in India and number one overall in Australia. And with a median base salary of $88,500 and a Career Advancement Score of 9 out of 10, it’s looking more and more like you hit the jackpot if you’re already in the field. But what if 9 out of 10 isn’t good enough for you? What if instead of a rocket ship you’d rather have the Millenium Falcon? Gainsight Admin Certification is our top tactic to fast-track your career growth. And yeah, that’s a sales pitch, but we’ve got some pretty solid reasoning behind it. Why you should get certified as a Gainsight Admin A new report from Forrester found that 80% of companies surveyed have invested in customer success technology. As more businesses double down on CS as a growth strategy, they’re […]
I frequently hear from customer success and sales leaders that two of the most common reasons for churn or downsell (revenue compression) are executive/sponsor change and lack of perceived value (for your product/service). When I dig into this some more, the most actionable root causes turn out to be a few things: We are not aware of the shifting priorities at our customers’ businesses (hence we cannot keep up with change in what “value” means to them). We are not top of mind with executives. We are not talking to multiple levels and key influencers (e.g., IT) within the customer org. We are blindsided when sponsors leave (especially in our volume or SMB segments). So I decided to get tactical by sharing our perspective on a framework for Stakeholder Alignment (it’s called the Executive Sponsorship program in many companies) and how to operationalize it. “As your customers change priorities and shift strategies, maintaining alignment with their executives and decision makers becomes paramount. With Stakeholder Alignment, Gainsight helps you set up a regular process for executive check-ins, monitor when there are organizational changes, and keep an eye on stakeholder sentiment over time. We need to keep the #humanfirst approach to keep interactions as […]
The way to your customers’ hearts is through your product—but what does it take to build something that keeps them coming back? The Gainsight PX platform helps you deliver superior product experiences through insights and in-app engagements. This easy, powerful, and complete platform provides product managers with tools to make informed decisions on what to build next, collect relevant feedback from the right customers, and guide customers to “aha!” moments. Join Gainsight executives Nick Mehta (CEO), Allison Pickens (COO), Mickey Alon (CTO, Gainsight PX), and Travis Kaufman (VP, Product Growth) as they share how Gainsight can make your customers fall in love with your product over and over again. In this webinar, you’ll learn: How to make data-driven product roadmap decisions. How to accelerate onboarding and adoption. How to drive customer growth through your product. How to demonstrate the business impact of your product investments. And much more!
The majority of churn events can trace their origins to botched customer onboardings. It’s hard to overstate how important a rock-solid onboarding process is—and it’s just as hard to overstate how difficult that is to achieve. Why is it so difficult? Most companies onboard at the account level, even though it’s ultimately end users who need onboarding. But that’s where you run into scalability issues. So what’s the answer? Gainsight is proud to partner with Skilljar, Conversica, and Coastal Cloud to address this mission-critical issue. Join us for a can’t-miss webinar that will make the case for user-level onboarding and give you a strategy and a process to scale it across your customer base. Featuring: Travis Kaufman, VP Product Growth, Gainsight Jamey Jeff, Managing Director – Customer Success Solutions, Coastal Cloud Brian Kaminski, Chief Customer Officer, Conversica Linda Schwaber-Cohen, Product Marketing, Skilljar In this webinar, you’ll learn: How to leverage and optimize different onboarding channels. How to balance automation with personal touch to scale without sacrificing results. How to create a “continuous onboarding” strategy as opposed to a one-time process. And much more!
In 2019, customer success continues to be one of the fastest growing and most influential professions in the world, overseeing the most critical component of the subscription economy: customer outcomes. So, where do all these superheroes of renewal and retention go to find the latest tools and best practices, network with their peers, and flex their surging buying power? The answer is simple. Year after year, they go to Pulse, the epicenter of the customer success movement. Gainsight’s Pulse Conference gathers the world’s largest community of executives, practitioners and thought leaders for three days of education and networking. And in 2019, Pulse will be bigger and better than ever, welcoming more than 6,000 delegates into the world-renowned Moscone West Convention Center in Downtown San Francisco. What does all this mean for the speakers, sponsors, software and service providers for the industry? A LOT. And there’s nobody better explain it than Gainsight CMO, Anthony Kennada, and Marketing Chief of Staff, Scott Salkin. So, don’t miss out on a unique opportunity to join Anthony and Scott as they take you you through an overview of Pulse 2019 sponsorship and speaking opportunities, some exciting program announcements, and best practices for brand activation, lead […]
Are you using your product as a means for growing your business? If not, you’re missing out on a goldmine. After all, your customers’ most frequent interaction with your company is through your product. Product-led growth has contributed to the success of companies like Slack, Dropbox, and Atlassian. “Mastering Product Experience in SaaS” is a valuable resource for today’s recurring revenue businesses and will change the way you look at expanding through your customer base. We live in an era where customer experiences are key and if you want to succeed, you need to make them personalized and deliver them in your product. Download your free copy of “Mastering Product Experience in SaaS” today to learn: Tactics for delivering personalized product experiences Product-led growth strategies used by SaaS leaders Best practices to capitalize on your product as a primary go-to-market channel How to lay the groundwork for scalable, repeatable customer acquisition
Nearly 70 percent of companies with customer success (CS) programs increased customer retention, while 91 percent of companies without a CS programs believe their customers suffer through issues that could be prevented or reduced if they had one. What investments and organizational changes does a business need to ensure their digital services are delivering differentiated value to customers? Digital business and customer success go hand in hand. In this day and age, if you haven’t shifted to digital services (i.e, if you don’t have software-driven or software-supported offerings sold as a subscription service that is accessed online), you’re putting your business at risk. Companies that do not invest in customer success programs or the technological and organizational structures that support them will struggle. How do we know this? Gainsight commissioned Forrester Consulting to evaluate the importance of customer success in serving customers, along with the technological and organizational requirements to successfully deliver customer success. To explore this topic, Forrester Consulting surveyed 160 customer success decision-makers at U.S enterprises. Learn why customer success is an imperative to digital businesses and access key recommendations for building and sustaining customer success organization. In this study, you’ll learn Why enterprise executives believe customer success […]
For the third year in a row, we’re delighted to share that Gainsight has been recognized as a “Leader” in the G2 Crowd Grid Report for Customer Success. The G2 Crowd Grid Report for Customer Success (Winter 2019) is a biannual report that shows how the leading customer success solutions stack up to one another based on customer satisfaction and market presence. G2 Crowd’s scoring methodology blends data from user reviews and a vendor’s market presence, taking into account their social impact and market share, to generate the results for their Grid Report. Once scored, a vendor falls into one of four categories: Leader, High Performer, Contender, or Niche player. This robust piece of research material should be read by anyone evaluating a Customer Success solution. Learn exactly how each of the 19 companies included in the report received their score, their highest and lowest-rated features, satisfaction ratings, and more. Download this report to get: The G2 Crowd Grid visual A deep dive into the methodology behind the scoring process The Grid scores that determined each vendor’s placement Side-by-side feature comparison Additional data including customer segments, ROI, and more