Gainsight

APRIL 22, 2024

Two of those steps should involve alignment with your executive team and your top customers. Allison looks at repeated activity, the rate of engagement (liking, commenting, starting threads, providing solutions, etc). From there, she tracks how it all impacts business metrics like product usage, retention, and upsell/deal size.

Metrics 52

Metrics Customer relationships Customers Engagement 52

Gainsight

AUGUST 17, 2022

The theme this year is “Unstoppable Together” and the opening keynote by Nick Mehta, CEO of Gainsight, proved just how important that message is for everyone at this moment in time. He said customers now think, “I’m not just going to buy every product out there. Pulse 2022 is officially underway! The reason? Mehta explained. .

Chief Customer Officer 97

Chief Customer Officer Roadmap Metrics Strategy 97

Gainsight

AUGUST 4, 2022

In the decade since Gainsight created the customer success (CS) category, the industry has matured from a reactionary stance, answering post-sales and services needs, into a proactive and sophisticated revenue-generating machine. . Gartner is a company that delivers actionable, objective insight to executives and their teams.

Customer Success 105

Customer Success Management Marketing Analytics 105

Gainsight

DECEMBER 21, 2023

Now, the verdict is in, and everyone agrees that proactive Customer Success Managers (CSMs) are best positioned to drive value and deliver a better customer experience. However, they’re constantly iterating—the product roadmap is in flux, and the customer base is in flux. Control over the customer experience.

Customer Success 52

Customer Success Company How To Effort Score 52

Gainsight

SEPTEMBER 19, 2023

Enter the Customer Success Platform, a multifaceted solution designed to empower your team and drive customer satisfaction. They need to understand customer needs, monitor product usage, and engage with clients effectively. The last thing they need is a complex, convoluted platform that hinders productivity.

Customer Success 52

Customer Success Customer Satisfaction Trends Analysis 52

Gainsight

MARCH 8, 2022

Product release events come with a special kind of excitement, and today is no different. Our Evolve event proved once again that developing bold features with better results in mind is exactly what keeps Gainsight customers inspired to reach their biggest goals. . Customer Success Qualified Leads is that solution. .

NPS 98

NPS Effort Score Leadership Sales 98

Gainsight

MAY 17, 2023

Pulse 2023 opened today, and with it, the community of thousands of Customer Success (CS), Product, and Community professionals set in motion the next era of our industry: Digital Customer Success (DCS). Customers are navigating a disjointed web of communications and digital experiences.

Customer Success 52

Customer Success Self Service Conference Resources 52

Gainsight

NOVEMBER 16, 2022

At every Pulse Conference, we celebrate excellence in customer success, product experience, and community by recognizing the top GameChangers in the industry who never stop challenging the status quo. The company’s innovative solutions are comprehensive, intuitive, and support customers on every step of the advisor journey.

Guest Experience 52

Guest Experience Hospitality Hotels Financial 52

Gainsight

MARCH 23, 2022

In the ideal world, you would release a product, it would be an instant hit, and customers would purchase it forever. Selling the most products and getting the best business outcomes starts with a smart approach to product lifecycle management. The Importance of Product Lifecycle Management. Missing Out on Opportunities.

Management 91

Management Software Interaction Meeting 91

Gainsight

SEPTEMBER 8, 2023

That’s why Gainsight, in partnership with Benchmarkit (formerly called RevOps Squared), surveyed over 750 CS professionals to understand capacity and compensation trends across the org chart. Initially, it was seen as a support function, focused on resolving customer issues and ensuring they were satisfied with the product or service.

Customer Success 52

Customer Success Survey Chief Customer Officer Trends 52

Gainsight

JULY 11, 2023

By Steve Cornwell, July 11, 2023 This morning, we announced that Gainsight acquired Northpass in the most exciting moment in my 20 years of company building and the most defining moment in the history of Digital Customer Education. Our team’s vision, focus, talents, and hard work were central to achieving this milestone. The problem?

Leadership 40

Leadership B2B Competitive Advantage CRM 40

Customer Bliss

MARCH 28, 2019

In my conversation with Allison Pickens, the Chief Operating Officer at Gainsight , a customer success SaaS organization, you’ll hear how her background in strategy and management consulting, and investment banking, allowed her to thrive in her current position. Define Roles and Expectations.

Customer Success 131

Customer Success Management Exercises Metrics 131

Gainsight

JANUARY 17, 2020

When you’re trying to deliver an exceptional product, it’s easy to get lost in the constant deluge of customer feedback. How do you work with your customer-facing teams to gather feedback? How do you prioritize what feedback gets incorporated into the product roadmap? These get routed directly to the product team.

Feedback 117

Feedback Roadmap ROI Case Study 117

Gainsight

FEBRUARY 18, 2022

Over the last year, Gainsight has produced one of the most successful and engaging online television programs called Net Retention TV. NRR-TV is hosted by Gainsight CEO Nick Mehta, and each episode is explicitly geared to topics that are top of mind of the CS industry. But why now? Who Is UiPath and What Do They Do Best?

Customer Success 97

Customer Success Chief Customer Officer Customer Centricity Healthcare 97

Gainsight

JUNE 20, 2022

The Customer Success Index 2022 , a survey of more than 350 companies by Gainsight and RevOps Squared, recently uncovered some very interesting, if not troubling data on the state of alignment between SaaS users and buyers. Why hasn’t it eroded the perceived value that buyers think they’re getting from those products or services?

Customer Retention 52

Customer Retention NPS Effort Score Customer Success 52

Gainsight

APRIL 8, 2020

I find myself racked with questions around how to think about re-forecasting the business, which product lines would be most impactful to customers in this environment, what special promotions might we offer, and ways we can alter prospecting efforts, to drive maximum yield. Gainsight Renewal Center Forecast View.

Sales 98

Sales Effort Score Fashion Report 98

Gainsight

MAY 4, 2023

Robin van Lieshout, Chief Strategy Officer and Remco de Vries, VP of Global Demand Generation at Gainsight, share the laws of Community and how to build a durable business through Community. At Gainsight, we’ve redefined Community as a lever for a durable business. And finally, it’s about the customer experience.

Self Service 52

Self Service How To Effort Score B2C 52

Gainsight

SEPTEMBER 21, 2020

At Gainsight, we pride ourselves in using data to make better decisions for our customers and the community. Having completed 1000+ implementations at Gainsight, we have access to rich data and learnings to analyze how our Time To Value (TTV) has been trending over time and what causes delays in the metric.

Self Service 75

Self Service CRM Metrics Case Study 75

Gainsight

OCTOBER 11, 2022

SaaS organizations must align their teams around customer outcomes, and scale their CS team’s efforts with the utmost efficiency. CSM requires increasingly large teams and cross-functional participation to help customers realize value. Why a Customer Success Management Platform? . We couldn’t agree more.

Customer Success 52

Customer Success Marketing Management Roadmap 52

Gainsight

MAY 13, 2020

Product innovation – it is something that is most certainly at the tip of the tongue of every product executive. There are different paths towards product innovation. One, we love our customers and dedicate a large percentage of our roadmap towards helping them achieve more with Gainsight.

Roadmap 59

Roadmap Innovation Customer Journeys Analysis 59

Gainsight

APRIL 22, 2021

New geographies, products, verticals, and channels may mask this effect, but it’s still undeniable and real. As the CEO of Gainsight, however, I’ve met thousands of SaaS CEOs over the years who have gone through the growth journey. Early on, our target market here at Gainsight was primarily “SaaS companies with CSM teams.”

Multi-Channel 120

Multi-Channel Leadership Marketing Culture 120

Gainsight

APRIL 23, 2021

She and her team created the ultimate customer journey. You’ve been an incredible friend to Gainsight and the whole CS community. I am also responsible for the support team, delivering 24 by 7 technical support. Nick: What’s the mission of your team and organization? Tell me about your organization and what it does.

Customer Journeys 76

Customer Journeys System Loyalty Programs Resources 76

Gainsight

MAY 24, 2022

Product managers know this all too well. While it earned them positive PR, they also faced some backlash from people who didn’t think the solution was enough. We ask for fewer meetings but the right solution may be as simple as a more thoughtful meeting schedule with longer blocks of free time to focus. .

Innovation 105

Innovation Roadmap Analytics Meeting 105

Gainsight

JUNE 2, 2022

Now, the experience is back! Gainsight wants to celebrate you! One of the best parts of the in-person experience of Pulse is the caliber of speakers that are present to share their knowledge and expertise with us all. No other event has the level of brain trust that Gainsight has invited. We are about product-led growth.

Chief Customer Officer 52

Chief Customer Officer Innovation Connections Leadership 52

Gainsight

JULY 25, 2022

But, as Gainsight CEO Nick Mehta recently commented, it’s not always about customer happiness, but stickiness. For starters, when CFOs look to tighten their software budgets, they’re looking to keep the solutions that their team uses daily and that have an impact on Net Revenue Retention (NRR). They rely on your product.

Strategy 64

Strategy Customer Success Roadmap Consulting 64

Gainsight

SEPTEMBER 12, 2022

To dig deep on exactly what to do to build durable growth through CS, Gainsight CCO Kellie Capote sat down with CCO rock stars from VMware to DocuSign. with Jeff Heckler, Director of Customer Success Solutions, MarketSource Inc. How to get your CS and Product teams working in perfect harmony.

eBook 52

eBook Competitive Advantage Customer Success Metrics 52

Gainsight

OCTOBER 5, 2022

As Gainsight CEO Nick Mehta pointed out recently in an article for Inc. , And we’d like to take that idea one step further—during an economic downturn it is vital that customer success teams continue to proactively build relationships. In a recurring revenue world, success isn’t defined by the product or the sales process.

Customer relationships 59

Customer relationships Roadmap Customer Success eBook 59

Gainsight

APRIL 12, 2023

I make it 5 or 6 times, just to be sure.” – Random quote I found on the Internet If that doesn’t describe the CEO experience, I don’t know what does. In February 2023, I hit my 10-year anniversary (or “Gainaversary,” as we say) of running Gainsight. As such, we always try to find the best in each person at Gainsight.

Self Service 52

Self Service Chief Customer Officer Software System 52

Gainsight

JUNE 10, 2021

August Hall was again full of attendees (socially distanced, of course) waiting in anticipation to hear what’s in store for Gainsight at the Product Innovation Keynote. Gainsight product leadership took to the stage to unveil new Gainsight innovations that will supercharge the way you deliver outcomes along the customer journey.

Innovation 52

Innovation Customer Journeys Chief Customer Officer NPS 52

Gainsight

JANUARY 26, 2022

the solid force of customer-centricity ensures that no department is isolated within your company, certainly not the Customer Success team. CS adds value to all parts of your business, whether Product, Sales, or Marketing. When they reach that goal, they have the ability to share that news to your Sales team.

Sales 111

Sales Customer Success ROI Customer Centricity 111

Gainsight

APRIL 26, 2023

During the Pulse 2022 opening keynote, Nick Mehta, CEO of Gainsight, reflected “In 2013, there were 300 people in this room, and there were like 500 people in customer success, literally.” The addition of inSided to Gainsight’s existing portfolio of products created a market-leading Digital Customer Success solution.

Industry 52

Industry Conference Fashion Customer Success 52

Gainsight

FEBRUARY 21, 2020

Are you delivering a product experience your users want or are you just going through the motions? In a world full of products offering the same results as yours, one of the best ways to stand out is through your product experience. They build a product that people want to use. REGISTER NOW.

Case Study 89

Case Study Roadmap Study Feedback 89

Gainsight

APRIL 21, 2022

Since 2021, we have seen more product-led hypergrowth than in years past. Though the past two years were some of the most challenging times for businesses, it did not stop one of the most difficult seasons from producing hypergrowth for product-led companies. Product Experience . Creating a Product Roadmap?

Resources 52

Resources Handbook eBook Government 52

Gainsight

OCTOBER 14, 2022

These are just a few of the questions that customer success (CS) experts explored in a recent episode of CS Essentials by Gainsight: Talking About ROI , a Success League Radio production. This series is also hosted by Tim Van Lew, Director of Customer Success Strategy at Gainsight. Customer Experience . “What is ROI?

ROI 52

ROI e-support eBook Roadmap 52

Gainsight

SEPTEMBER 21, 2022

It’s the job of CS to make that process as painless as possible and guide customers to value through the solution quickly. . As your business grows, it can be hard for your CS team to stay on top of every user’s adoption experience. This is where Product-Led Growth (PLG) comes into play.

Customer Success 52

Customer Success How To Self Service Case Study 52

Gainsight

DECEMBER 19, 2022

Well, in more ways than one, Customer Success (CS) teams today are probably facing something similar with everything that seems to be going on in the elusive economic landscape. For CS teams, this means consolidation or reduction in tools and potentially hiring freezes as well. Think About Scale and Repeatability.

Effort Score 52

Effort Score Customer Success Report Tools 52

Gainsight

DECEMBER 18, 2020

Product engagement, feature adoption, daily active use (DAU), monthly active use (MAU), retention rate, and NPS are just some of the metrics used to evaluate a product’s performance. So how can you use these metrics to determine how well your product is doing? How long do users stay in my product?

NPS 52

NPS Metrics Measurement Software 52