A FEW OF OUR HEALTHCARE CUSTOMERS...

MONITOR YOUR CUSTOMERS’ VITAL SIGNS FOR LOW ADOPTION, SENTIMENT, AND OTHER FORMS OF RISK
  • Collect product, feature adoption and usage data for each of your end-users and personas (e.g., patients, clinicians)
  • Analyze trends to understand what features and workflows drive customer retention, growth and satisfaction
  • Collect specific end-user feedback through surveys presented directly within your product

“With Gainsight, we’re able to operationalize our customer success processes and keep focus on the success of our customers. Our strategic customer planning helps drive retention, our growth efforts have sourced millions in pipeline, and our NPS is exceptional for the industry.”

TONY LENOX

VP, Worldwide Customer Success and Support

Roelf Kuitse Testimonial Screenshot


PRACTICE PROACTIVE, PREVENTATIVE CARE BY PRESCRIBING THE RIGHT CSM ACTIONS
  • Centralize all of your customer data into a single 360-degree view
  • Monitor customer health and proactively diagnose critical risks and opportunities in your customer base
  • Prescribe human and digital interventions to address those risks and opportunities
  • Demonstrate how your team’s activities improve health and generate outcomes for your customers

ENGAGE AND ACTIVATE YOUR CUSTOMERS AT SCALE
  • Deliver personalized customer experiences through human and digital-led interactions that adapt based on end-user behavior
  • Provide just-in-time training to end-users on your next release through personalized in-app engagements
  • Identify successful customers and turn them into advocates

CASE STUDY

athenahealth Drives a 25-Point NPS Improvement and Increases Customer Retention by 3%

Learn how Gainsight enables athenahealth to improve its NPS and customer retention.

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CASE STUDY

Imprivata Drives Customer Retention and Account Expansion

Imprivata provides a suite of technology tools to equip clinicians in the complex and highly regulated healthcare industry.

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CASE STUDY

Omada Health Case Study

Read the case study to learn more about how Gainsight enables Omada to operationalize best practices for customer success and retention.

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Healthcare Edition: 3 Ways You Can Enhance Your Team’s Performance Image

Healthcare Edition: 3 Ways You Can Enhance Your Team’s Performance

As providers of HealthIT and Digital Health services, your solutions provide workflows, data, and deep analytics to enable patients and clients to answer  questions such as: Is my health getting better?  Are my patients getting better? Am I providing the right care? Are we optimizing revenue for our practice?   Are we improving patient access to care?  But, we often don’t have the same understanding of how our teams and organizations perform.  We lack the workflows, data, and analytics to answer similar questions: Are my clients seeing value with our solution? Are my clients as healthy as they could be? Is their experience where we want it to be? Is my team taking the right actions at the right time and delivering on our commitments? Are we on track to meet our retention, expansion, and satisfaction goals or do we need to course-correct?  Are we properly investing in scaling our client-facing operations?  As we navigate through the ups and downs of 2020, being able to answer these questions is more important now than ever. In both organizations that are “thriving” and “surviving” 2020, C-suite executives are renewing their focus on clients. Why? For “survivors” retaining and expanding the base is critical […]

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5 min readJune 29, 2020
Change the Game in 5 Minutes: Laura Salonga and Ed Smith Shift the Focus from Reactive to Proactive Image

Change the Game in 5 Minutes: Laura Salonga and Ed Smith Shift the Focus from Reactive to Proactive

Welcome to our Change the Game in 5 mins Series. If you’re in the healthcare industry, you may be particularly interested in my conversation today with athenahealth’s Laura Salonga and Ed Smith. At athenahealth, a leading provider of network-enabled software and services for medical groups and health systems nationwide, Laura is a Senior Product Manager and Ed is Executive Director, Customer Success Analytics. At any given time—and especially now, with COVID-19 overwhelming healthcare providers and administrators everywhere—Laura and Ed know these experts need to focus on their patients, not their tech stack. They keep this top of mind as they shift from reactive to proactive thinking when partnering with their clients to optimize their performance.  Nick: In these challenging times, I think it’s important to step away from all the uncertainty when we can, even if it’s just for a moment or two. That’s my cue to ask, when you both were kids, what did you want to be when you grew up? Laura: I don’t remember having a specific job in mind but from a young age but I knew I wanted to learn other languages and cultures, travel the world, and have a positive impact in all that […]

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7 min readJune 18, 2020
Healthcare Edition: How to Solve 3 Unique Communication Challenges in HealthIT Image

Healthcare Edition: How to Solve 3 Unique Communication Challenges in HealthIT

In most SaaS industries, vendors strictly communicate with decision-makers, key stakeholders, and administrators. It’s quite different in HealthIT! Because users must use our platforms to do their jobs, we often have the authority to communicate directly with end-users, especially when serving Small and Group practices. Communicating with thousands of users is simple, but how about communicating with hundreds of thousands of users? If you are a growing HealthIT platform, you might be struggling to scale how you communicate with your decision-makers, administrators, and users. Here are three communication challenges that are unique to HealthIT: Multiple users within a healthcare practice may share a “non-professional” inbox, for example, any email address ending in @gmail.com. This can make it hard to send the right email message, to the right persona, at the right time, as well as keep certain messages confidential. Trying to onboard a new user via email? Forget about it! Users within healthcare practices can play multiple roles in your application. A single user may simultaneously be the Practice Administrator, Billing Manager, and system administrator for your tool. As a result, you may need them to complete multiple sets of tasks during onboarding. You may need to send ongoing email communications for […]

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4 min readApril 15, 2020