Gainsight Introduces Two New Productivity Integrations to Streamline CSM Workflows Image

Gainsight Introduces Two New Productivity Integrations to Streamline CSM Workflows

The In-Home Office Are you working remotely? Do you have barking dogs? We’ve heard a few in the background. Maybe your kids are interrupting a customer video call trying to become the next act on America’s Got Talent. Nothing like a little humility when you’re trying to support and retain your customers, right?  Welcome to customer success in the time of COVID-19. With so many working remotely, it is becoming increasingly difficult to master the everyday tasks of being a CSM without the ability to be “personally involved” with customers. And it doesn’t seem like the work from home situation may change anytime soon. CS teams are under increasing pressure to support a larger book of business in this economic downturn. So, how can you use everyday tools to create better practices, promote efficiency and productivity? Don’t forget to enhance your customer experience, create retention, all while incorporating more customers too.  Gainsight New Email and Calendar Integrations The best practices start with doing more with what you have. Begin with the basics like the things you utilize every day. We have found that our customers are relying on Gainsight even more than before COVID-19 arrived. So, we wanted to help […]

4 min readJune 10, 2020
Security Industry Insights: 5 Things We Learned From Security Executives At Our Virtual Campfire Image

Security Industry Insights: 5 Things We Learned From Security Executives At Our Virtual Campfire

A few weeks ago, Gainsight hosted an intimate virtual gathering of over a dozen Security executives, featuring two industry titans, Enrique Salem, Partner at Bain Capital Ventures, and Corey Thomas, CEO and Chairman of Rapid7, to discuss, “How Security Companies are Driving Growth from their Customer Base in a Downturn.” We took away from the conversation 5 key lessons that can help Security companies thrive during this time: 1. The Boardroom is paying increasing attention to security and compliance For customer-facing professionals in the Security industry, no longer is your audience just the CIO, Chief Security Officer or a team of security professionals. There are other important stakeholders including your Board’s audit committee.  According to Enrique Salem, the boardroom is paying much closer attention to what’s happening from a security and compliance perspective. They too need to understand your solution’s value and, more importantly, how it will help their businesses thrive.  This requires that your Customer-facing teams have thoughtful and persuasive conversations about how your solutions enable their business to be secure and SUCCESSFUL. It will not suffice to just talk about the latest feature or specific prevention-technology, for example. Alignment on mutually agreed success plans with customers can help […]

6 min readJune 9, 2020

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Path to Becoming a CPO Image

Path to Becoming a CPO

Hear from product executive from Hubspot, Autodesk, and more for a candid discussion of their journey in product management, and get their insights on how to uplevel your career as a product professional.

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Through The Lens of PX: How Gainsight’s Customers Double Down on Customer Success During COVID-19 Image

Through The Lens of PX: How Gainsight’s Customers Double Down on Customer Success During COVID-19

Customer Success is more important than ever during this crisis. As new sales slow down due to uncertainties in budgets and spending, retaining customers is the easiest and more effective way to keep the cash flow going. At Gainsight, we have two really interesting data sources to get a real-time view of how Customer Success teams are hard at work to deliver outcomes and retain clients: Through our Product Experience (PX) technology, which is inserted into the live application code of hundreds of leading SaaS vendors, we can watch global cloud adoption in real-time as the impact of COVID-19 hits We use PX in our own Customer Success platform to track our customers’ usage of the CS product. Through this, we can witness how CSMs are reacting to COVID-19. PX Data Shows SaaS Usage Is Growing Rapidly Our internal radars went off for us operationally when we noticed how much our clients’ usage of their own applications is growing. With PX, we have our javascript code embedded in SaaS applications and thus get to witness every user’s clicks and actions, anonymously, across a healthy set of cloud applications.  We observed some interesting data points about our customers’ products and their […]

6 min readJune 4, 2020
Going Back to Offense: 6 Things We Learned from Our Second COVID-19 SaaS Retention Survey Image

Going Back to Offense: 6 Things We Learned from Our Second COVID-19 SaaS Retention Survey

March 2020. Feels like decades ago, huh? We were learning to work from home, optimizing our Zoom backgrounds, and buckling in for “a few weeks” of quarantine. Little did we know. And from a SaaS leadership perspective, in March, we wondered what will the year look like financially? Truth be told, we are all still wondering, but the image is coming into greater focus. In mid-March, we sent out a survey to the CXOs of public and late-stage private SaaS companies asking about their expectations for customer retention. We received an incredibly high response rate, signaling the importance of this topic. We know a lot has changed in two months, so we decided to re-survey the same base and review how they are thinking about their clients and retention in the coming months. Here’s what we learned: 1. Churn Rates Are Going Up But Not As Much As People Thought Although respondents initially thought their Gross Renewal Rates (GRR) would decrease by 3-6% in enterprise segments and 17+% in SMB segments, all respondents now predict slightly less churn than they initially thought. We observe that most companies have by now triaged their installed base and quantified the COVID-19 risk. In […]

3 min readJune 4, 2020
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
Customer Strategy Assessment Image

Customer Strategy Assessment

Every organization – regardless of size, industry or type of product – experiences challenges when developing and optimizing their customer strategy. Whether you are just building the foundation of your customer success team or are looking for ways to scale and drive growth, there are obstacles that require the full support of your organization to tackle. At Gainsight, we have spent many years observing these obstacles firsthand, and working with our customers to help address them. The result of this work can be summarized within our Customer Pain Framework, which consists of the following six areas: Expansion, Customer Experience, Retention, Efficiency, Adoption & Visibility. In order to help you better assess your current state relative to each of these areas, we have created the Customer Strategy Assessment. The survey sets out to do the following: Help you prioritize which of the pains is most critical for your organization to tackle first Provide you with benchmark comparisons for where you fall relative to peer organizations Serve as the basis for our team to deliver a prescriptive set of solutions that will have the biggest impact possible on your company’s performance We invite you to complete the assessment and look forward to working […]

2 min readMay 28, 2020
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
The Horizon Experience: 4 Phases to Expanding Your Product Portfolio Image

The Horizon Experience: 4 Phases to Expanding Your Product Portfolio

Two weeks ago, we launched the Horizon Experience, Gainsight’s simple, intuitive, and beautiful new product experience. In previous posts, we shared our design values and our approach to implementing the experience. But what happens when you acquire a product that has a completely different user experience? Today I’ll share some thoughts around how we are marching forward toward a fresher, more unified experience in Gainsight PX. Background Over the years, Gainsight had become a leader in the Customer Success space, and we were ready to extend our reach to adjacent use cases. In early 2019, we acquired Aptrinsic, a company specializing in tools to better understand and connect with users within the product experience (renamed PX shortly after). We largely made no changes to the look and feel of PX for over a year. The design is fairly modern, uses an energetic color palette, and supports lots of purpose-built interfaces for advanced analytics and engagements. Our decision to update PX to the Horizon Experience involved many factors and evolved over time. The first factor was our brand. While PX has some extremely powerful capabilities, it lacked the brand presence of the core Gainsight product, creating potential brand recognition challenges. The […]

6 min readMay 28, 2020
3 Ways Gainsight PX Drove In-App Engagements for Pulse Everywhere Image

3 Ways Gainsight PX Drove In-App Engagements for Pulse Everywhere

Resourcefulness has become a business imperative. As we began planning for Pulse Everywhere, the virtual version of our annual Pulse conference, we knew how important it was that we do our best to capture the feeling of the live experience. But how do you take an in-person event that offers valuable face-to-face experiences with over 22,000 people and emulate it in a virtual setting? The answer was right under our noses—all it took was a little resourcefulness. As we searched for ways to respond to our event attendees in real-time, help them discover events as they unfolded, and gather their feedback, we realized Gainsight PX could help us create these experiences. Gainsight PX would play an integral role in the attendee experience at Pulse Everywhere. You may know Gainsight PX as our Product Experience Platform. Thousands of users rely on  Gainsight PX to understand user behavior, drive product adoption, and collect user feedback. It’s also a key component in our sales strategy, ensuring our reps have insights to have meaningful conversations with their accounts. Imagine how powerful your marketing team could be emboldened with actionable product insights and in-product user engagement (think: Product Qualified Leads, in-product campaign attribution, marketing segmentation […]

6 min readMay 27, 2020
The Hardest Questions SaaS CEOs and Leaders Have to Face Now Image

The Hardest Questions SaaS CEOs and Leaders Have to Face Now

I don’t know about you but life these days is confusing. Every week is full of mixed signals. Case counts are dropping in some places. And they are flaring up in others. Therapies look promising. Until they don’t. The stock market is soaring. Yet unemployment is too. More than ever in the history of my 20+ year business career, I find myself asking the question “which way is up?” And it’s within this context of historic uncertainty that CEOs and business leaders have to face the reality that (some) rebound is coming. This is mathematically-true since we dropped output to almost nothing, so we definitely know, in terms of the economy, that the only way from here is up—for now. To paraphrase the late great CEO of Intel, Andy Grove, you don’t get to be a leader without being a little bit paranoid. So I’ll be open with my paranoia. What if we have a spike of cases in the fall? What if we have a second shutdown? What if the re-opening doesn’t drive the economic activity we hope? What if the Fed’s attempts to hold up the credit markets eventually fail? What if? Software executives are faced with an […]

6 min readMay 27, 2020