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The new bi-directional integration provides a feedback loop between customer success and product teams, making it easier to collaborate and improve customer experience.

San Francisco, January 24th, 2023 –Gainsight, the platform for Durable Growth™, and  Productboard, the leader in product management software, and today announced a bi-directional integration between Gainsight CS and Productboard that helps Product and Customer Success teams collaborate to drive customer satisfaction and guide roadmap strategy. With this integration, Customer Success teams can send customer product feedback from Gainsight directly into Productboard and track their customer product requests throughout the entire lifecycle. This orchestrated effort across functions creates unparalleled customer experiences, resulting in higher retention rates and powers organizational growth.

“There’s often misalignment between Customer Success and Product teams. The two functions tend to be siloed, separated by conflicting priorities and miscommunication,” said Dave Killeen, Vice President of Product at Productboard. “With this new integration, we’re bridging that gap between Customer Success and Product and giving them the tools they need to work in lockstep to deliver the features and enhancements that promote customer retention and adoption.” 

“In today’s economy, efficient growth is the North Star for all businesses. Customer Success and Product teams must work together to improve Net Revenue Retention and product adoption to drive long-term, durable growth,” said Karl Rumelhart, President of Product, Technology, and Global Operations at Gainsight. “This partnership will enable the two teams to collaborate more easily and deliver real business outcomes.”

Recent data from the 2022 Product Excellence Survey finds that 40% of Product teams struggle to understand customers and customer needs, despite the industry getting better at capturing feedback. If companies truly want to adopt a more customer-centric mindset, executives need to facilitate collaboration between Product and Customer Success. The two teams need a shared process and technology that facilitates the sharing of customer needs and experience, so they can work together to better deliver on customer outcomes.

The new integration joins existing integrations with Gainsight PX and Insided. Taken together, Customer Success and Product teams can:

Focus Product Priorities by Delivering on Customer Needs
Customer Success Managers (CSMs) can now capture and share the voice of the customer with Product teams, all in one place, which empowers them to influence the product roadmap. The integration allows for the sharing of data from Gainsight CS, notably customer health scores, along with the request, which makes it exceptionally valuable for Product teams. This offers Product Managers a new level of visibility into customer needs to improve prioritization and roadmap planning, including deeper insights into details like industries and the annual recurring revenue (ARR) of the customers making those requests. Meanwhile, the CSMs can stay up to date on the progress of the features requested by each customer—ultimately driving growth through improved retention rates and expanding customer advocacy through increased loyalty.

Improve Collaboration
Product feedback loops are the ultimate tool for improving a user’s experience, pinpointing product shortfalls, and improving product experience. CSMs now have a seamless workflow to share customer feedback with product managers to help product teams prioritize the right features that will solve real customer needs and drive growth for the organization. 

About Gainsight
Gainsight’s innovative platform helps companies of all sizes and industries drive durable growth through customer-led, product-led, and community-led strategies. It offers a powerful set of customer success, product experience, and community engagement solutions that together enable businesses to scale efficiently, create alignment, and put the customer at the heart of innovation. With Gainsight, it’s never been easier to drive acquisition, increase product adoption, prevent churn, and grow with renewals and expansion. Learn how leading companies such as GE Digital, SAP Concur, and Box use Gainsight at www.gainsight.com. 

About Productboard
Productboard is a customer-centric product management platform that helps organizations get the right products to market, faster. Over 5,000 companies, including Microsoft, Zoom, 1-800-Contacts, and UiPath, use Productboard to understand what users need, prioritize what to build next, and rally everyone around their roadmap. With offices in San Francisco, Prague, and Vancouver, Productboard is backed by leading investors like Tiger Global Management, Index Ventures, Kleiner Perkins, Sequoia Capital, and Bessemer Venture Partners. Learn more at productboard.com

At Evolve, its quarterly product event, Gainsight unveiled platform enhancements that help companies streamline work and digitally scale customer engagement
San Francisco, California (January 18, 2023) Gainsight , the platform for Durable Growth™, celebrated its Evolve product conference today with the launch of new tools for SaaS companies striving to maintain growth despite challenging economic conditions.

“We know our customers’ resources may be limited right now, which is why our product development has been focused on delivering tools that make SaaS companies more productive,” said Nick Mehta, CEO of Gainsight. “If we can help our customers be more efficient while strengthening their customer relationships, they can continue to grow durable businesses.”

Gainsight’s products have always been geared toward helping SaaS companies deliver successful customer outcomes. Today’s product enhancements build on this by making the platform even easier to use while offering new tools to help SaaS companies scale faster.

New digital tools help Gainsight users scale coverage to include all customers

• New tools help Gainsight customers create more active communities by providing their customers with a single digital destination for self-service access to content, support, documentation, and more.
• New community personalization capabilities enable businesses to segment community members for more relevant onboarding, support, and community engagement programs.
• Gainsight customers can now augment their in-app support and guidance for every user by automatically syncing community content and pushing it to users directly with their product.
• Businesses are now able to fuel deeper user engagement directly within their products through custom actions that can guide users to key features, new tutorials, or even URL landing pages to drive adoption and advocacy.

Gainsight is easier to use than ever

• Gainsight unveiled a new Marketplace that provides a one-stop shop for integrations, templates, best practices, playbooks, and more. Marketplace is fueled by contributions from the company’s customer community, experts, and partners to take the guesswork out of getting started with and advancing customer success practices.
• The introduction of Horizon Rules, a new addition to Rules Engine eliminates burdensome data preparation tasks with single-step workflows, data previews, and faster processing times. These efficiency gains deliver time back to users.
• Customer Success teams can now easily create, manage and scale their email templates with Gainsight in just a few clicks with a new drag-and-drop email builder.
• Gainsight also introduced ways for businesses to gain more confidence in their data by eliminating data redundancy with simple ways to combine duplicate records.
• The company also made major enhancements to their Salesforce Integration. The real-time, bi-directional upgrades remove data latency between Gainsight and Salesforce to streamline workflows and prevent data mishaps.
• Datasets in Gainsight CS can now be enriched with community data to drive more meaningful customer insights that help mitigate risk and identify potential advocates.
• Gainsight has also rolled out multiple user experience enhancements across their products that streamline workflows, eliminate steps, and help users uncover product and customer insights, faster.

Also at Evolve, Gainsight announced that its annual Pulse conference would return to San Francisco in 2023. Registration is open here.

About Gainsight

Gainsight’s innovative platform helps companies of all sizes and industries drive durable growth through customer-led, product-led, and community-led strategies. It offers a powerful set of customer success, product experience, and community engagement solutions that together enable businesses to scale efficiently, create alignment, and put the customer at the heart of innovation. With Gainsight, it’s never been easier to drive acquisition, increase product adoption, prevent churn, and grow with renewals and expansion. Learn how leading companies such as GE Digital, SAP Concur, and Box use Gainsight at www.gainsight.com.

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Contact:
Jordan Sher
Vice President, Corporate and Brand Marketing
jsher@gainsight.com

San Francisco, California (January 11th, 2023) Gainsight, the platform for Durable Growth™, has placed first overall on the Glassdoor Best Places to Work list for 2023. An Employees’ Choice Award, Glassdoor’s list is based solely on the input of employees who voluntarily provide anonymous feedback by completing a company review about their job, work environment and employer on Glassdoor. Gainsight has over 400 reviews on Glassdoor and a 4.8 rating overall. Ninety-nine percent of the reviewers approve of CEO Nick Mehta and 96% would recommend Gainsight to a friend.

“I’d normally say ‘I’m humbled to…’ but being real, this is freaking awesome,” said Mehta. It’s awesome because it’s a sign of the dedication and belief our 1200+ Gainsters have in Human-First Business. I couldn’t be more grateful to work with these incredible humans.”

Gainsight’s human-first approach is reflected in its value statements. This mindset, along with numerous programs and opportunities designed to foster employee health and growth, have helped Gainsight earn the trust and confidence of team members in the U.S., Europe, Canada, India, Israel, and Japan. 

“Gainsight’s purpose is to be a human-first company and they actually mean it – starting with Nick, the CEO, and trickling down to everyone else in the organization,” said a Customer Success Manager from Gainsight on the Glassdoor website in December. “This was the most important thing to me when looking for my next career move, and I’m so happy to say that they aren’t just words in a mission statement but they are actually embodied by the whole company.”

“The past year brought extreme highs and lows for job seekers and employees, but despite an increasingly uncertain job market, Glassdoor data shows there are still companies hyper-focused on creating outstanding employee experiences,”said Christian Sutherland-Wong, Glassdoor Chief Executive Officer. “It’s encouraging to see companies doubling down on employee mental health and wellbeing, diversity and inclusion, competitive benefits and flexible work environments as we head into 2023. I sincerely congratulate all of the Best Places to Work winners.”

On Glassdoor, current and former employees voluntarily and anonymously share insights and opinions about their work environments by sharing a company review, designed to capture a genuine and authentic inside look at what a specific job may be like at a particular company. When sharing a company review on Glassdoor, employees are asked to rate their satisfaction with the company overall, and key workplace factors like career opportunities, compensation and benefits, culture and values, senior management, diversity and inclusion, and work/life balance. In addition, employees are asked to describe the best reasons to work at their companies as well as any downsides.

Glassdoor’s Best Places to Work winners were determined using company reviews shared by U.S.-based employees between October 19, 2021 and October 17, 2022. During the year-long eligibility period, employers considered for the large list must have received at least 75 ratings for each of Glassdoor’s nine workplace attributes (overall company rating, career opportunities, compensation and benefits, culture and values, diversity and inclusion, senior management, work-life balance, recommend to a friend and six-month business outlook). The final list is compiled using Glassdoor’s proprietary algorithm, led by its Economic Research Team, and considers quantity, quality and consistency of reviews. 

About Gainsight

Gainsight’s innovative platform helps companies of all sizes and industries drive durable growth through customer-led, product-led, and community-led strategies. It offers a powerful set of customer success, product experience, and community engagement solutions that together enable businesses to scale efficiently, create alignment, and put the customer at the heart of innovation. With Gainsight, it’s never been easier to drive acquisition, increase product adoption, prevent churn, and grow with renewals and expansion. Learn how leading companies such as GE Digital, SAP Concur, and Box use Gainsight at www.gainsight.com. 

About Glassdoor

Glassdoor is revolutionizing how people everywhere find jobs and companies they love by providing deeper workplace transparency. Professionals turn to Glassdoor to research ratings, reviews, salaries and more at millions of employers, and to Fishbowl by Glassdoor to engage in candid workplace conversations.  Companies use Glassdoor to post jobs and attract talent through employer branding and employee insights products. Glassdoor is a subsidiary of Recruit Holdings, a leading global technology company, and a part of its fast-growing HR Technology business unit. For more information, visit www.glassdoor.com. 
“Glassdoor” and logo are proprietary trademarks of Glassdoor, Inc.

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Gainsight contact:

Jordan Sher

Vice President, Corporate and Brand Marketing

jsher@gainsight.com

Glassdoor contact: 

pr@glassdoor.com