Prevent churn today. Protect your business for tomorrow.

Gainsight Data Architecture Explained

As a multi-product system, Gainsight helps customers accomplish Customer Success (CS)  by making decisions based on data that trigger appropriate actions.  The actions can happen in the application, through other programs, or offline completely. It’s a dynamic system that changes with each individual’s needs. As you might imagine, a system of this nature needs to deal with large data volumes with varied characteristics and application needs.  To help you understand how we execute this variety of functions in a completely frictionless way, we’ve outlined the data architecture of Gainsight. We hope this helps illustrate the depth and breadth of what is possible inside our solution. Let’s start with a basic overview Data Architecture Overview The below diagram illustrates the major components of architecture and their interplay. Ingest Data and Reporting Reports and meaningful dashboards are essential pillars of a system designed to help customers make decisions. The visualization of data makes the difference in product usage as well as adoption and expansion. Data without context is meaningless, and therefore not helpful to those who use your product. That is why we start with this as a top priority in our design process.  The data must be modeled in a way […]

Gainsight Acquires inSided: The Past, Present, and Future of Customer Success Is Community

TL; DR (Too Long; Didn’t Read): Gainsight acquired SaaS Community Software leader inSided! For the mundane version of this news, click here. And to see a video of Robin van Lieshout (CEO of inSided) and me sharing the news, with a bit of rapping embedded. What comes to mind when you think of community? Maybe it’s connecting and networking with peers? Or perhaps you think of your neighborhood? If you’re a metaverse fan, community might mean saying “gm” to the virtual friends you are creating a DAO within the web3 world (did I do that right?). Well, community has a special meaning here at Gainsight. Past: Customer Success Started as a Community The word “community” captures how the Customer Success movement got started. To paraphrase Lin Manuel Miranda, it began as a “moment” and now it’s a “movement.” Back in 2013, when Gainsight was a 20-person company, we recognized that there was a new community of people without a “home.” “Customer Success Managers” were cropping up in dozens of SaaS companies, but they often felt isolated. In February 2013, our Chief Marketing Officer at the time, Anthony Kennada, and I said “we should throw a meetup for 50 or so […]

Career Stories From Five Gainsight Administrators

Are you a Customer Success Manager (CSM), Customer Success Operations (CS Ops) team member, or just someone with a penchant for processes and systems that are just beautifully elegant and effective? Are you wondering what’s next on your career trajectory and how to get there? We’ve got some answers to these questions for you. We’re bringing you five career stories from Gainsight Admins — new, expert- and management-level, and everything in between — who are developing in their careers by using technology to benefit their teams, their companies, and their customers. We interviewed five Admins (see the table below) and summarized key insights they offered about building a career as a Gainsight Admin. Watch their short interview videos, too, to hear them describe their journeys from their very first jobs as teenagers to their transition into a Gainsight Administrator role. Find out what their motivations for taking on the job were, what first steps they took toward doing so, and what the skills they brought from other roles that were key to their success in the Gainsight Admin role.  These Admins offer sound advice and encouragement for anyone considering a career as a Gainsight Administrator and describe what aspects of […]

Presenting Customer Success to the Board

10 things to avoid in 2022 during your pursuit of Customer Success

CS Ops Unplugged

2021 Buyer’s Guide to Customer Success Solutions

There has never been more emphasis on your customer base than now as businesses shift to the cloud and recurring revenue models. A sound Customer Success strategy is pivotal to a customer-centric business model for increasing retention, customer satisfaction, and reducing churn. Our new Buyer’s Guide will take you through the process of selecting the right Customer Success platform for your needs. These steps include: Developing a project plan for your evaluation process Identifying the most relevant business challenges Using a RACI model to determine stakeholder alignment How to get the most out of a vendor demo And more! Download today to help guide your purchasing process and get a first look at the G2 Crowd enterprise grid for Customer Success software!

How to Build a Customer-Centric Tech Stack

This year has proven more than ever how focused every business needs to be on their customers’ needs. As Olive Huang, Research Director at Gartner, puts it, “You must win at every interaction a customer has with your organization, whether that be a marketing campaign, a call to a contact center, an invoice, or a delivery reliant on the supply chain.” Our guide to building a customer-centric technology stack will guide you through the four phases—initial to run—so that you can spend less time thinking about your platforms and more time being two steps ahead of your customers. Why download? This guide will provide you with a framework for determining the appropriate software to center your customers, regardless of where you are on the journey. In addition you will also uncover: How to get started with documenting the data you have today The business challenges that hold your company back from being customer focused including visibility and a disconnected experience The difference between needing a CRM and an army of CSMs How FullStory, Celigo, UserVoice, Segment and Intellum can help you on the path to customer centricity And much more!

CX Center Datasheet

Understand and improve your B2B customer experience with CX Center The world we live and work in is rapidly shifting every day and it’s more important than ever that we’re finding innovative ways to collaborate and better listen to our customers. Only a small fraction of companies that collect feedback actually act on it, and it’s that neglect that leads to dissatisfied customers and churn. CX Center is built for B2B companies and is the hub for all of your customer experience activities. In this datasheet, you’ll learn how CX Center helps customer-focused companies: Align around a single source of CX data Identify what matters most to customers using Natural Language Processing (NLP) Enrich CX data by pulling in sentiment from multiple channels Prove your impact with board-worthy reports And more In a time where we cannot afford to lose customers, we need to be diligent, leaving no feedback behind. With CX Center, you’ll have the power to listen to, act on, and analyze customer feedback so you can nurture lifelong customers.