What's the best Customer Success solution?
You don't have to guess. G2 aggregated thousands of data points to rank every platform.
It’s fall, and you know what that means: the leaves are changing color, pumpkin spice lattes are back in season, and Gainsight is being recognized as a “Leader” on the G2 Grid for Customer Success. It’s our fifth-straight time receiving this honor and far from us taking it as a given, we’re even more grateful than ever. Achieving Leader status on the G2 Grid means more to us than any journal’s recognition, because it’s entirely based on our customers’ online reviews. Our business is customer success, and if we’re not delivering on that promise for our customers, we don’t deserve to be in business at all. That’s why it’s especially meaningful when those customers take the time to post about their experiences on sites like G2. But as important as this report is to us, it’s even more important to people evaluating customer success platforms. The G2 Grid For Customer Success is a completely unbiased, scientific aggregation of customer reviews and third-party market data. It evaluates all the software providers in the category across usability, scalability, data security, and much more. Every review is stringently verified by G2 and the aggregate scores are blended with a market presence score to […]
Continuing our efforts to further innovate and improve our product, we introduced a new Scorecards feature last year. Far too many companies base customer health on subjective information, but with the technology we have available today, there is no reason to continue operating on assumptions. Join Steve Buccola, Gainsight’s Sr. Dir. Products, and Paul Piazza, Gainsight’s Dir. of Customer Success, for an exciting discussion on a better and more effective way of measuring the health of your customers. Why watch? How do I score the health of my customers? Should health scores be automated or manual? What measurements will have the greatest impact on revenue?
By implementing the following suggestions, you should be able to create a vibrant community that keeps the customers happy, provides a superior support system to the customers and builds trust between the customers and the vendor. As a result of having a vibrant community, you will be able to understand more about your customers: who is happy; who needs attention; identify up-sell opportunities; get valuable feedback for innovation for products and services; and an opportunity to find new customers, including referrals from happy customers. 3 Types of Online Communities Velvet Rope Private Community In my opinion, an online community should exist for existing customers only and not prospects, consultants, and others (with ulterior motives). Since customers like to network and meet each other to discuss things they have in common, Velvet Rope Private Communities work well with existing customers. Such a pristine environment where the customer is protected from the outside world and not polluted by people trying to sell them something is a great place where only like-minded people can talk, network with each other, share ideas, ask questions, and help each other. This is an “all about the customer” place that works well as a support system because customers can […]
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What Does Your CEO Think About Customer Success? CEOs From Box, Zuora, Xactly and Gainsight Weigh In
Some are born great Some achieve greatness And some have greatness thrust upon ’em – Wm. Shakespeare, Twelfth Night I’ve been preaching now for at least a couple of years that Customer Success is only in its infancy and, as an expertise, the explosion and proliferation of roles in this area will happen over the next five years and beyond. If you have chosen Customer Success as your career because you saw this coming, congratulations. If you find yourself in this role because you’ve worked hard and proven you can be trusted with significant responsibilities (like customers), well done. If you have simply been minding your own business and a Customer Success role has just fallen in your lap, you might want to buy a lotto ticket, too. However you got there, you are part of a select group of people who will be teaching much of the rest of the world some extremely valuable skills over the next few years. Think about it this way – what if you had decided in 2001 that this Salesforce.com thing was not just a fad but was going to be one of the key pieces of infrastructure in hundreds of thousands of businesses over the […]
SaaS success requires acquiring new customers, growing their account revenue, and retaining these customers – nailing these three areas leads to strong growth in a SaaS company’s reoccurring revenue. SaaS companies must drive both the number of customers and their Customer Lifetime Value (CLV) Maximizing Revenue for SaaS Companies is more than Customer Acquisition. Marketing Automation together with Content Marketing and Sales Force Automation (SFA) drives new customer acquisition. Customer Engagement Management provides the tools which drive the increase in Customer Lifetime Value. These goals can be realized by: Marketing Automation dramatically increases the ability to cost effectively close new customers; Customer Engagement Management dramatically increase trial conversions, customer success, customer satisfaction, customer referenceability, revenue per customer, and customer retention. Customer Services together with Customer Engagement Management drive Up-Sales, Cross-Sales, and Customer Retention using related techniques. These components effectively become part of the Customer Relationship Management system also including Sales Force Automation and Customer Service providing a complete view of the customer. Marketing Automation: Driving the purchase through prospect interaction tracking and automation Marketing Automation software use is exploding as it efficiently drives new revenue through a personalized approach giving each prospect (or customer) the right message to the right […]
The Customer Success movement was officially launched last Thursday as we welcomed nearly 300 CSM executives to San Francisco for the inaugural Pulse 2013 conference. You could feel the energy in the room throughout the day, as speakers from over 30 leading technology companies shared their perspectives on how a fundamental shift is occurring in the way businesses drive value to their customers. The event started with our announcement of wearable Customer Success technology with the introduction of Gainsight Glass. We had way too much fun working on that video. To give you a better idea about the highlights from our inaugural conference, we’ve included below a post from Pulse attendee and former Senior VP of Customer Success at Lyris, Nello Franco. You can view his original post and learn more about Nello on his blog. — The “Three R’s” Nick Mehta, Gainsight CEO opened by introducing some key fundamental objectives of Customer Success – and they’re all measurable. I’ve referred to them as the “Three R’s”: Retention, Renewals, and References. Geoffrey Moore and the “Four Gear Framework” Geoffrey Moore, Author of “Crossing the Chasm” and “Inside the Tornado”, presented an alternative framework to the traditional Technology Adoption Lifecycle, explaining that […]
If you’re at all connected with pop culture, or are on some sort of social network, you’ve probably seen the recent meltdown by the owners of Amy’s Baking Company on the nationally broadcast reality show, Kitchen Nightmares. For those of you that haven’t, check it out here. If you don’t have time to watch the entire video, the first 10-15 minutes are quite eye opening. I don’t watch this show on a regular basis, but I was captivated by this particular episode. Having been involved in customer service—with a passion toward customer success throughout my career—I was spellbound by the complete lack of customer focus that the owners of this business exhibited. They essentially did everything you shouldn’t do when it comes to customer service. Within the first two minutes of the opening credits, we’re shown the company’s namesake: “The customer is not always right.” Yikes. While this may be true in reality, it seemed to be the flawed basis on which they run their business. Throughout the show, the owners demonstrated an outright animosity toward their customers, employees, and a complete inability to take even the most benign criticism. To make matters worse, all this happened before Chef Ramsey even walked […]
At forward-thinking companies, Customer Success is no longer just an organization, it’s an attitude. Building a customer-driven enterprise requires a collaborative effort and shared vision across the entire company. Today, we’re proud to announce a new module built specifically for Sales that streamlines the renewal process and improves the renewal forecast, proactively identifies up-sell opportunities, and automates the notification of out-of-compliance customers. Available today as an add-on to Gainsight Enterprise Edition and working together with the Gainsight Customer360 database, the Growth Management Module provides sales teams with the automation and workflow needed to drive more revenue from their existing customers. The Growth Management Module includes the following features: Up-Sell Alerts: Within Salesforce, sales teams get alerted to indicators of up-sell opportunity including upcoming renewal dates, positive survey feedback and product / feature adoption metrics. Renewal Dashboard: Sales reps can quickly view upcoming renewals alongside relevant customer health indicators including survey scores, product / feature usage metrics and other customer intelligence data. Out-of-Compliance Reports: Sales management can easily identify customers who are over-utilizing allocated licenses and contact them for overage, up-sell and renewal discussions. “Our sales organization required more visibility into customer data in order to better serve our customers,” said Eric Johnson, vice […]
Anyone who knows me is painfully aware that I’m a diehard Pittsburgh Steelers (NFL football) fan. I’m “that guy” with the Steelers jerseys, t-shirts, socks, paintings, helmets, bumper stickers, fight songs…even a Steelers wallet. As a child, I dreamed of oneday quarterbacking my team to the Super Bowl. Unfortunately, due to a tragic lack of any physical coordination whatsoever, I soon recognized my need for a backup plan. And though I never made it to the Steelers, I’ve been fortunate to work with and coach a number of great teams over the years. Every time I join a new team, I get to start out as a rookie all over again – and that’s amazing. With that in mind, I’m thrilled to join the team at Gainsight (formerly JBara Software) as CEO. I come to Gainsight from my role as an Executive-in-Residence at venture firm Accel Partners and before that from leading SaaS email archiving provider LiveOffice (which we sold to Symantec in 2012). A bit more about me is here and here. At LiveOffice, we went through the evolution every recurring revenue company goes through. In the early days, it was all about new customers. As we grew, our existing customers became a bigger and bigger part of […]
In past posts, I think we addressed the question of whether Customer Success is changing. Of course it is. In fact, in many ways, it’s not so much changing as it is being created. How many companies even had an organization called “Customer Success” five years ago? It exists because SaaS has changed everything. If we accept that supposition, then the logical question is “Now What?” I’ll try to address that question in this post. I am going to contend, without a lot of details for now, that there are four primary things that have to be carefully thought through if you are going to run an effective Customer Success organization today: Customer Stratification – you need to take this seriously and do it carefully because you can’t treat all customers alike. Customer Touch Model – this goes hand-in-hand with #1 but it also requires you to understand the overall customer experience at your company. Metrics – renewals, upsells, ROI, etc. Everything is different and you need to figure out what to measure, how to measure it, and what the right targets are. Automation – you must have a purpose-built application to help guide you in best practices and manage the complexities of this world you live in. Your […]
For many, the thinking is that there’s a lot of customer information out there that might have some minimal value, but if you could just get a handle on how/if they are using your product(s), you’d have the problem 90% solved. Let’s examine this claim more closely. Let’s say you had a perfect scoring methodology for usage. So, if you had a customer who scored an 80 on a scale of 1-100, it really would indicate that that customer is using exactly 80% of your product. If you scored all your customers and knew that the average score across your install base was 72, would you really need any other data? How about a few hypothetical questions to make a point: What score did the users give us on our last NPS survey? What score did the decision makers give us on our last NPS survey? Does it matter what this customer is saying to us on our surveys? How long have they been a customer? If they just signed up, is that usage an indicator that they are in training or is it our Services team using the product to get them set up and configured? What is their […]