There’s never been a more critical time to put your customers at the heart of your business. Reduce churn. Increase visibility. Improve product adoption. Drive expansions. If not now, when?
We've actually been able to quadruple the amount of customers that we reach in our lower tier.
We wanted to have a early warning system. Gainsight was able to prop us up and it's never let us down.
We were able to use Gainsight Reporting and Calls-to-Action to drive up our on-time renewal rate 10 percentage points.
By using Gainsight, I've been able to take our team which was traditionally very reactive and turn them into a team that's proactive.
We've seen double digit increases in renewal rates and expansion rates when we've applied Customer Success. Gainsight has been a key lever to drive those business outcomes for Cisco.
DemandForce
[Gainsight]'s been one of the best decisions we've made. Our team is now contacting customers exactly when they need proactive love rather than after they've asked for help, and our first copilot email has convinced a huge number of customers to turn on critical features with the click of one button.
AppNexus
We recently became Gainsight customers and have had a tremendously positive experience with the company and with the system. The act of getting Gainsight up and running at our company has been so smooth and successful, it has greatly exceeded my expectations and serves as a model for how we should roll-out all of our programs.
CareerBuilder
Our business is very complex with lots of products, and even in that scenario, Gainsight has proved to be a great tool to help our CSMs have a holistic view of their customers and track their interactions. I'm not sure there's a situation where I wouldn't recommend it. On top of that, the support team and our CSM truly treat us like their only customer.
Ceridian
We are all about Advocacy and providing Successful Customers with a podium and a microphone to tell their stories and with Gainsight we now have our fingers on the "PULSE" of our customers. We can ensure that customers get the right attention at the right time. Without Gainsight it was not possible to preemptively support customer health.
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Schedule A DemoWell well well, it looks like we’ve stumbled upon the holy grail of customer success—product adoption. It’s the one thing that can make or break a customer’s experience with your company. But fear not my fellow customer success warriors, I have come bearing the gift of insight on increasing product adoption within your customer base. So sit back, relax, and get ready to learn how to turn those product skeptics into evangelists. Use a Multi-channel Approach to Solve the Adoption Challenge With the usage data in place, your CSMs and CS Ops teams have the necessary insight to take corrective action to solve for struggling customers. Solving for adoption challenges should not be a “CSM-only” motion. Your CS teams should be able to use multiple channels to solve this challenge at scale. By having granular data at the product and feature level, you can create a very targeted digital campaign with a specific customer cohort. Let’s break down this multi-channel approach into three categories. CSM-driven Community-driven Automation-driven To scale your digital customer success strategy, pay special attention to community and automation. 1. CSM-Driven Adoption CSM-driven motions can be orchestrated through well-defined playbooks in Gainsight. The Chairside is a type of […]
By Tori Jeffcoat, Senior Product Marketing Manager, Gainsight. Life used to be predictable. Take TV, for example. For decades, popular shows like The Simpsons and Law & Order delivered a new season of episodes every year. But these days, your favorite new Netflix series might get canceled after a single season—1899, I’m looking at you! The world of SaaS has similarly been turned upside down. Gone are the days when growth at any cost was the most reliable road to success. Simply enlarging your customer base year over year is no longer a viable business model. Now, companies that want to survive—and thrive—are focused on maximizing revenue from their existing customer base. Drive Net Revenue Retention With Product Experience In this new economic environment, successful tech businesses are leveraging product experience (PX) to drive durable growth in their digital offerings. These companies are delivering more value to customers, and they are being rewarded with increased adoption, expansion, and most importantly, Net Revenue Retention (NRR). Here at Gainsight, we have seen the results firsthand, as many of our customers have pivoted their product focus to a more customer-centric model. We also know that many companies are still waiting to take the […]
In the late 90s, Dell was one of the top PC manufacturers in the world. Their call centers used to field tens of thousands of calls every day from people all over the world trying to switch on and use their first PC. One afternoon, one of the agents got a call from a disgruntled customer telling him that the coffee holder supplied with the PC was not working. Despite being the senior-most agent on the floor, the complaint left him stumped. He checked all his product catalogs but could not find any mention of the coffee holder being supplied with any model. Being a good support agent (and also because the whole floor was listening in on this now), he did not give up on his customer and, instead, asked the customer to describe what this “coffee holder” looked like. The customer, a Dell loyalist, described it as a very simple and genius contraption built right into the PC, and that it opened/closed smoothly at the press of a button. It was only then the agent realized that the PC’s CD Tray was being used as a cup holder. The customer went on to complain that this was not […]
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