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Gainsight is proud to be recognized by G2 Crowd as a Leader in its Spring 2017 Customer Success Grid Report. G2 Crowd’s reports are based on robust data science including market presence, customer satisfaction, rating quality, and more. If you’re in the market for a Customer Success solution, this report needs to be a key element of your evaluation. What’s in the Grid? G2 Crowd’s latest Customer Success Software Grid is a four-quadrant view of the available software solutions for managing Customer Success ranked across two axes: Market Presence and Customer Satisfaction. These scores are algorithmically determined by a weighted combination of G2 Crowd reviews, NPS, third-party rankings, and other objective, aggregated quantities. When you download this report, you’ll get: The visual Grid chart In-depth definition of the criteria for inclusion Detailed explanation of scoring methodology Exploded view of each numerical factor making up the total score Product-by-product breakdown of G2 Crowd data on Gainsight, ClientSuccess, Natero, Totango, and others Other valuable Customer Success software data
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 […]
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
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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 […]
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
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 […]
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 Insidesales.com, 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 […]
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 […]
If you’re waiting for the next major cybersecurity breach, history has shown us time and again that you just have to give it a minute. Yahoo. Equifax. Target. Home Depot. Chase. Sony. OPM. These high profile breaches happen seemingly every few weeks, but the reality is that thousands of cyberattacks are happening every day. It’s no wonder that security is one of the fastest growing sectors in tech. Even during my time at Symantec a decade ago, it was clear that security was only going to get more important over time. Now, years later, every single one of us has been personally affected by a breach, hack, or cyberattack of some kind. This isn’t going away and it’s not going to stop. Because of this, security software is by far one of the fastest growing parts of the enterprise IT market. You can imagine that it’s therefore a great time to be a cybersecurity vendor. At the same time, it’s not all smooth sailing in security land. Because customers are buying so many overlapping solutions, adoption of security technology is a huge challenge. And clients, faced with a growing amount of spend, are asking vendors about the outcomes they are […]
Is there anything that causes more sleepless nights or gray hairs than planning a presentation before your Board of Directors? There’s so much riding on it, from your next fiscal year budget to near-term headcount to (potentially) the future of your career at your company. You know that every slide, every sentence, every chart and figure will be closely scrutinized. Our all-star panel has been on both sides of this key business event, and they know exactly what you need to do to prepare and execute a flawless presentation for your board. Alfonso de la Nuez is CEO of UserZoom, a highly customer-centric company. Kristina Shen is a partner at Bessemer Venture Partners, and no stranger to receiving presentations on Customer Success. And finally, Nils Vinje is VP Customer Success at Rainforest QA and founder of Glide Consulting. In this webinar, you will learn: The top three things every CS leader should include in their deck What board members really want to know about Customer Success How to blend metrics, tactics, and strategy into a seamless presentation And much more
Implementation is the most crucial and delicate stage in the customer lifecycle. So many churn events trace their roots back to a problem during the onboarding—likewise, a smooth implementation can pay big dividends when renewal comes around. The key to getting customers up and running with your product is being able to solicit, understand, and adapt to customer feedback throughout the process. A closed-loop Voice of the Customer system is essential. Adobe has leveraged Gainsight for VoC to improve implementation CSAT from 8 to 9, as well as leveraging data generated through customer feedback to launch a fully automated onboarding segment that retains a high CSAT score. Join Adobe’s Program Manager for New Customer Experiences, Domenico Batteate, and Ganesh Subramanian, Director of Product Marketing at Gainsight, as they go behind the scenes of a highly effective implementation workflow fueled by a best-in-class VoC process and toolset. In this webinar, you’ll learn: When to reach out What questions to ask How to automate the process for low-touch segments And much more
For subscription businesses, it’s abundantly clear that your customers have choices (and power) like they’ve never had before. There are many reasons why customer accounts can be “at risk” and if you are in the unfortunate position where a customer churns early, you probably will not achieve the desired lifetime value. All of this makes aligning Sales and Customer Success critical. You need to sell the right level of your product to the right type of customer. Otherwise, you’ll be in danger of downsells and churn. Join these three speakers in a webinar on the topic of aligning Customer Success and Sales: Dan Steinman, GM of Gainsight EMEA Jennifer Yorke, Managing Director of EMEA Client Success at Bazaarvoice Hannah Godfrey, Founder of Godfrey Group Have you set up clearly defined prospect and customer segments? Have you established a proper Sales to Customer Success handover process? What type of feedback loop have you created? Tune into the webinar to find out the challenges of aligning Customer Success and Sales departments, as well as the means to solve those challenges.