How to improve product feature adoption and manage risks Image

How to improve product feature adoption and manage risks

January 04, 2018 @ 10 am (PT) / 1 pm (ET) So you’ve designed, built, and shipped your product. Job’s over from a development perspective, right? Not so fast! Product Management (PM) teams aren’t successful until customers are adopting and using. Leading PM organizations are leveraging Customer Success principles and processes to: Manage product risk Measure and improve feature usage and adoption Guide the roadmap Engage in meaningful product discussions And more Join Gainsight CEO Nick Mehta and VP Product Management & Security Denise Stokowski in this webinar to learn how you can dramatically improve your core metrics in PM using Customer Success best practices and technology. Can’t attend live? Register anyway and you’ll receive the recording after the event.

659 registered
Product Release
Make Customer Success a Team Sport with Gainsight’s Fall Release Image

Make Customer Success a Team Sport with Gainsight’s Fall Release

Customer Success is a team sport and Gainsight’s Fall Release makes it easy to share customer insights across functions so everyone involved in an account can rally around the success of that customer in a coordinated and collaborative way. This release introduces enhancements to: Gainsight Sharing: Align the stakeholders of your customer, partner, or vendor on a single source of truth by sharing a dynamic view of the 360 and Dashboards Sally the AI Bot: Quickly and easily get AI-powered customer intelligence by talking with Sally in your favorite channels Share Insight Across Company Lines To deliver a seamless customer experience, every team member who interacts with a customer should understand their health, usage, and objectives—regardless if that team member is internal or external to your company. Gainsight Sharing makes it easy to share these insights across traditional company lines. This release introduces new capabilities to enhance the insights that can be shared, the method by which they are shared, and control over who can access them. With the Fall Release, you can now share more features on the 360 as well as Gainsight Dashboards. In addition to the existing 360 features that let you share key summary information and […]

4 min readNovember 29, 2017

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How the Best Customer Success Pros Set the Tone for Next Year Image

How the Best Customer Success Pros Set the Tone for Next Year

Conferences are hard. Let me say that differently. Conferences are hard to do really well (it’s not actually that difficult to do a lame one). There are so many details. And the bigger they get, the more details there are. With our expectation of at least 1,000 Customer Success professionals gathering for two days in London at the end of November, Pulse Europe has definitely reached that “big” stage. Adding to the challenge (which we love and embrace) are the expectations set by the previous seven Pulses. There’s a good reason that Pulse has become the must-attend Customer Success event of the year both in the U.S. and in Europe. Every single Pulse has brought a unique combination of the elements the community wants, and this third edition of Pulse Europe will be no different: Education Networking Fun For those of you reading this who have never been to Pulse, I should make sure you know this: Pulse is an industry conference designed to stimulate the discussion about Customer Success as a philosophy, an organization, and a discipline. This is not a Gainsight sales conference nor is it a Gainsight customer conference. You won’t have to look far to find a […]

8 sharesNovember 20, 2017
Challenging Your Customers Can Backfire: Why A Provocative Approach Falls Short in Two Critical Conversations Image

Challenging Your Customers Can Backfire: Why A Provocative Approach Falls Short in Two Critical Conversations

Challenging prospects is a proven method to get them to do something different. But what about when it’s time to convince your customers to renew with you or even get them to pay more? For these “why stay” and “why pay” moments, challenging your customers will actually backfire—and there’s research to prove it. There’s a right way to drive revenue growth from your customer base. Join Tim Riesterer, co-author of “The Three Value Conversations,” and Allison Pickens, Chief Customer Officer at Gainsight, and learn how to convince your customers to stick with you and pay more while simultaneously improving the relationship. Learn how to: Create your own “why stay” story using a tested and proven framework to dramatically increase your renewal and retention rates. Construct price increase messaging that will drive more revenue and preserve customer relationships. Leverage data-driven insights into customer health and risk to dramatically improve your expansion metrics. Improve alignment between all customer-facing teams to surface and capitalize on upsell opportunities. Convert your most successful customers into three actionable leads for revenue growth.

741 registered
Press ReleaseNews and Press
Gainsight™ Ranked Number 15 Fastest Growing Company in North America on Deloitte’s 2017 Technology Fast 500™ Image

Gainsight™ Ranked Number 15 Fastest Growing Company in North America on Deloitte’s 2017 Technology Fast 500™

Attributes 11,677% Percent Revenue Growth to the Fulfillment of Customer Success as a Growth Imperative in the Modern Economy SAN FRANCISCO, CA – November 9, 2017— Gainsight™, the Customer Success company today announced it ranked 15th on Deloitte’s Technology Fast 500™, a ranking of the 500 fastest growing technology, media, telecommunications, life sciences and energy tech companies in North America. Gainsight grew 11,677% percent during this period. Gainsight’s chief executive officer, Nick Mehta, credits the incredible growth of the Customer Success industry and the inevitability of the discipline for recurring revenue businesses with the company’s 11,677% revenue growth. He said, “The balance of power has fundamentally shifted from vendor to the customer in the service model. Companies of all sizes and domains recognize that there’s more value to be gained over the lifetime of the customer—and that it’s their responsibility to help the customer achieve their desired outcomes with their products and services.” “The Deloitte 2017 North America Technology Fast 500 winners underscore the impact of technological innovation and world class customer service in driving growth, in a fiercely competitive environment,” said Sandra Shirai, vice chairman, Deloitte Consulting LLP and U.S. technology, media and telecommunications leader. “These companies are on […]

4 min readNovember 9, 2017
How to Create Healthy Customers in Healthcare IT: Inside Imprivata’s Customer Success Org Image

How to Create Healthy Customers in Healthcare IT: Inside Imprivata’s Customer Success Org

The best healthcare professionals are able to ask the right questions to get the right feedback at the right time to correctly diagnose and care for their patients. The best healthcare IT professionals must do the exact same thing for their patients. Join Roelf Kuitse, Manager of Imprivata’s Customer Success Organization, and Ganesh Subramanian, Gainsight’s Director of Product Marketing, as they deep-dive into how Imprivata leveraged the power of Customer Success to generate $15M worth of add-on opportunities. In this webinar, you’ll learn: How to implement an effective CS org in Healthcare IT Tactics for reducing risk in complex accounts How to streamline your customer journey to massively boost expansion opportunities And much more

921 registered
Using Gainsight to Drive Customer Success Across the Company Image

Using Gainsight to Drive Customer Success Across the Company

The Meeting Every now and then you have a meeting call that reshapes your world view. This past June on a Tuesday evening in Washington, D.C., I had one of those meetings. I was at an investor-hosted healthcare CEO event and had a chance to meet dozens of CEOs whose companies are changing the world in the complex, ever-evolving healthcare space. I happened to meet the CEO of a Gainsight client. Here’s the direct interaction: CEO: “We use your product and are happy clients.”Me: “Thanks!”CEO: “Have you thought about selling to teams who are trying to proactively drive success for clients?”Me: …CEO: “Right now you work with [client name]. Her job is just to handle customers when they churn and try to convince them to stay.”Me: “That’s interesting—her title is VP Customer Success.”CEO: “Yeah that’s probably a misnomer.” The CEO went on to tell me that he wants to drive Customer Success across the company—in Marketing, Sales, Onboarding—literally even in the way they do Accounts Receivable collections. This was one of many conversations that inspired me to write this post about CEOs taking ownership of Customer Success. The Problem It’s clear we have a fundamental cognitive disconnect in the way we […]

76 sharesNovember 1, 2017
Gainsight for Healthcare IT Companies Datasheet Image

Gainsight for Healthcare IT Companies Datasheet

Gainsight helps Healthcare IT companies deliver outcomes for customers, providers, and patients. In the highly unique and rapidly evolving Healthcare IT marketplace, your key differentiator will be the outcomes you deliver for your customers. As the industry shifts toward value-based care, cost pressures mount, and competition intensifies, it’s no longer enough to just sell and implement your technology. Your customers expect you to deliver a seamless experience and demonstrate quantifiable value. Are you enabling superior patient outcomes, improved safety, and increased efficiency? Gainsight can help you drive and measure those results in a repeatable, sustainable way, creating a solid platform of revenue and a high ceiling for growth. In this datasheet, you’ll learn how Gainsight helps Healthcare IT companies: Capture customer signals Understand customer health Drive customer engagement And much more

1 min read
Leaving Las Vegas: 6 Takeaways from Technology Services World Image

Leaving Las Vegas: 6 Takeaways from Technology Services World

With the “Drive Carefully, Come Back Soon” sign just a speck in the rearview mirror, it seems like a good time to wrap up some of the most valuable insights from the Technology Services World conference hosted in Las Vegas this past week. TSW isn’t just a learning and networking conference for the “Technology-as-a-Service” sector of the economy. It’s also proven to be something of a bellwether for the industry as a whole. The ideas discussed at the event have in previous years defined strategies for some of the largest, most successful companies. With that in mind, let’s take a look at the key takeaways from this year’s TSW with a look ahead to the future. LAER→PIMO The concept of “LAER” (Land, Adopt, Expand, Renew) has been a mainstay of highly functional teams—especially in the Sales, Marketing, and Account Management roles. It augmented the old “Land and Expand” mentality to include the crucial adoption and renewal phase so crucial to growth in the new economy. However, it has a pretty fundamental flaw: it’s entirely vendor-centric. As power continues to shift from vendor to buyer, having a growth model centered around the customer and their outcomes is much more effective in […]

198 sharesOctober 27, 2017
Journey to Services Success Image

Journey to Services Success

July 22, 2017—That’s the date I clicked Adopt & Sign on Gainsight’s electronic offer letter. There it was, I had agreed to become the new Vice President of Professional Services at Gainsight. The “IT HAS BEGUN!!” Mortal Kombat soundbyte rang in my ears and I was full of questions about the complexion of the upcoming opportunity at Gainsight. Having run PS and Customer Success organizations over the last 20 years at Enterprise software companies like Siebel, Oracle, Computer Associates, and, I had some preconceived notions about the opportunity based on the company size, subject matter expertise, and what I’d heard from my PS/CS friends: Great culture Customer Success focus Catered lunch multiple times a week As I have settled in over the last few months, I found all of the above to be true. In addition to this, I was surprised to learn: Culture goes beyond the ping-pong table. When values are truly internalized and referenced in daily discussions and decision-making from  top to bottom—that’s special. Gainsight was applying serious time and energy into creating a scalable Professional Services engine that could effectively and repeatedly deliver outcomes for customers. The onus of delivering success reaches far beyond the CSM function—and […]

256 sharesOctober 25, 2017
Press ReleaseNews and Press
Gainsight™ Unveils New Solution to Drive Customer Success Through Professional Services Image

Gainsight™ Unveils New Solution to Drive Customer Success Through Professional Services

Gainsight for Services Success Enables Shift in Service Strategy from Hours to Outcomes LAS VEGAS, NV — October 24, 2017 — Gainsight™, the Customer Success company, today unveiled a new solution on its Customer Success software platform called Gainsight for Services Success, designed exclusively for professional services teams. Now, for the first time, services teams have access to a technology platform that will enable them to drive a seamless customer journey from the handoff from sales to the realization of specific business outcomes. Over the past 10 years, with the rise of the subscription business model, companies have increasingly begun to offer their customers new services as a way of providing value on top of their products or to drive entirely new revenue streams. According to Gartner, by 2020 more than 80% of software vendors will change their primary business model from traditional license and maintenance to subscription.   To make this shift successfully, businesses need to engage with their customers in an entirely new manner. Customers of subscription-based services are intensely focused on time-to-value as well as the achievement of specific business outcomes. As a result, the traditional approach of services organizations, which is focused on project success (time […]

5 min readOctober 24, 2017

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