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.

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Customer Success Management Marketing Analytics 105

Gainsight

OCTOBER 22, 2020

Tell us a bit about yourself and what your role is at Gainsight. As one team, we provide relevant guidance to users when they need it, whether it is through documentation or inside the product. With a finance background, I am focused on developing our Revenue Optimization solutions, which connects Customer Success to revenue. .

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Meeting Management Roadmap Customer Centricity 98

Gainsight

SEPTEMBER 8, 2023

In today’s rapidly changing business landscape, one thing is certain: Customer Success (CS) is not just a nice-to-have anymore; it’s a necessity to protect and grow your existing revenue. Digital Customer Success Is the Solution for Scale Another major finding of our recent survey? Digital customer success is here to stay.

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Customer Success Survey Chief Customer Officer Trends 52

Gainsight

MAY 17, 2023

Nick Mehta, CEO of Gainsight, took the stage to celebrate the tenth anniversary of Pulse and get fired up for the next decade, powered by generative AI , DCS, and—most importantly—all of you. Investors are questioning why higher CSM headcount doesn’t always lead to higher Annual Recurring Revenue (ARR).

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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?

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Customer Success Chief Customer Officer Customer Centricity Healthcare 97

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?

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Leadership B2B Competitive Advantage CRM 40

Gainsight

APRIL 23, 2021

She and her team created the ultimate customer journey. With clear insight into post-sale and implementation revenue and growth, they have a long-term vision of renewal predictability. You’ve been an incredible friend to Gainsight and the whole CS community. Nick: What’s the mission of your team and organization?

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Customer Journeys System Loyalty Programs Resources 76

Gainsight

APRIL 8, 2020

As a Sales Leader, I am deeply focused on how to maintain & maximize revenue during the currently unfolding & rapidly changing COVID landscape. For that reason, maintaining revenue in our installed base, and looking for ways to maximize revenue via cross-sell / upsell in the right scenarios is critical.

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Sales Effort Score Fashion Report 98

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. So how do you ensure the transferability of value across your company without giving up operational control of your team? In SaaS, there are two types of recurring revenue—lean and expensive. .

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Sales Customer Success ROI Customer Centricity 111

Gainsight

DECEMBER 21, 2023

Internal Culture Customer Success is not the responsibility of one team, it’s a company-wide effort. Other teams could be working in silos and not collaborating to put the customer first. Financial Constraints Often, early-stage companies have budgets and revenue targets already in place before Customer Success is created.

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Customer Success Company How To Effort Score 52

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.

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Gainsight

MARCH 23, 2022

At the same time, if you’re not prepared to manage your product effectively as it starts scaling rapidly, you might cause your users to run into all sorts of performance issues, which can steer them toward other solutions. When your approach to the product lifecycle leaves much to be desired, your costs go up and your revenue goes down.

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Management Software Interaction Meeting 91

Gainsight

APRIL 4, 2023

Salesforce’s Courtney Guerci, Sr Program Manager – Technical Support Strategy & Operations, recently joined Gainsight’s Tim Van Lew for a “Titans Of Scale” webinar. It also had a Technical Implementation Team that focused on deploying the technical plan for the system.

Management 52

Management Leadership Customer Centricity eBook 52

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. It was a pretty narrow use case and a nice-to-have at best.

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Self Service How To Effort Score B2C 52

Gainsight

OCTOBER 11, 2022

A well-oiled customer success (CS) machine that drives Net Revenue Retention (NRR). . 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.

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Customer Success Marketing Management Roadmap 52

Gainsight

JUNE 2, 2022

Gainsight wants to celebrate you! No other event has the level of brain trust that Gainsight has invited. Gainsight is not just about customer success. We are about Net Revenue Retention (NRR) and customer retention. Gainsight knows a thing or two about category creation. And we are going to celebrate.

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Chief Customer Officer Innovation Connections Leadership 52

Gainsight

SEPTEMBER 12, 2022

As we all continue to navigate a sometimes chaotic economy, it’s never been more obvious that customer success (CS) is the key to keeping your company’s ship on the right course and boosting Net Revenue Retention (NRR). with Jeff Heckler, Director of Customer Success Solutions, MarketSource Inc.

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eBook Competitive Advantage Customer Success Metrics 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. “What is ROI? How do you measure it?

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ROI e-support eBook Roadmap 52

Gainsight

APRIL 22, 2021

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.” It’s an incredible time to be in SaaS. Who Invited This Buzzkill? Your hypergrowth can continue for a long time.

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Multi-Channel Leadership Marketing Culture 120

Gainsight

MAY 13, 2020

Interestingly, when you are a leader in a particular space, like Gainsight is in Customer Success technology, the right path consists of multiple important pillars, all connected and working together. One, we love our customers and dedicate a large percentage of our roadmap towards helping them achieve more with Gainsight.

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Roadmap Innovation Customer Journeys Analysis 59

Gainsight

AUGUST 24, 2021

Once in place, you can better understand—and make data-driven decisions to improve—your customers’ journeys, drivers, and hurdles so your team can better address them. The handoff from your sales team to your client delivery team is a big step in the customer journey. Make data-driven decisions to drive sales and revenue growth.

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Sales Customer Success e-support Metrics 52

Gainsight

DECEMBER 7, 2020

A common concern for growth teams is how much budget they should spend on acquisition versus retention sales or marketing. Fortunately, there are many tactics and tools to help identify and prevent churn, including software like Gainsight CS , which identifies and addresses retention metrics that need improvement.

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Customer Retention Tools Metrics Software 52

Gainsight

SEPTEMBER 14, 2020

” Well, from Gainsight’s customer-centric perspective—a lot! In fact, in a recent survey Gainsight conducted, business leaders shared that two of the top areas they’re focused on improving during this time are risk management and retention forecasting. Receive Updates on Important Customer News Directly in Gainsight .

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Strategy Effort Score Customer Centricity Customer Base 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.

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Innovation Customer Journeys Chief Customer Officer NPS 52

Gainsight

JANUARY 17, 2020

How do you work with your customer-facing teams to gather feedback? These get routed directly to the product team. We’re on a continuous delivery model, so our product team triages this feedback weekly. Q: How do you work with your customer-facing teams to gather feedback? We look for enhancement trends.

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Feedback Roadmap ROI Case Study 117

Gainsight

JUNE 2, 2022

Managing the relationship between your customers and the solutions you provide them is a huge part of achieving monumental revenue and retention goals. During high-growth phases, focus first on prioritizing platinum-level customers who you have strong relationships with and who spend the most on your solutions.

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Customer Success Resources Customers Sales 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.

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Customer relationships Roadmap Customer Success eBook 59

Gainsight

DECEMBER 16, 2022

And which strategies and activities should your sales and post-sales teams pursue in response to this data? A DEAR Solution. Even when this approach seemed to work, customer success managers (CSMs) often lacked the empirical evidence to firmly connect the success with their team’s good work. assigned licenses for).

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Data ROI Connections Customer Success 59

Gainsight

MARCH 13, 2023

And yes, this even includes the digital customer success (CS) tech that CS teams need to efficiently scale their efforts. To help you hold on to the tech your business relies on, Karl Mosgofian, CIO of Gainsight, created the ultimate guide: CIO Secrets to Successfully Managing Technology Budget Cuts.

Management 52

Management eBook Software Tools 52

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.

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Industry Conference Fashion Customer Success 52

Gainsight

SEPTEMBER 14, 2023

In a market where retention and customer expansion are a top priority for revenue growth, the effectiveness of health scoring can be a game-changer. A Health Score Is NOT an Adoption Score A common mistake CS teams make is to structure their customer health score purely on product adoption and engagement metrics.

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Effort Score Metrics Trends Measurement 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.

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Strategy Customer Success Roadmap Consulting 64

Gainsight

MAY 14, 2020

Be sure to catch the reply of our Gainsight Full House here if you missed it and if you missed day 1, our recap is here. . These game-changing speakers shed light on how they are using Gainsight to structure their Customer Success organizations, use data to drive processes, solve customer problems, and deliver results for their customers.

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NPS Customer Journeys Customer Success B2C 52

Gainsight

JULY 12, 2023

CS teams are charged with perfecting a seamless omnichannel customer experience throughout the entire user journey, while working at peak efficiency. (No Collaborate cross-functionally with Sales, Product, Marketing, and other teams to align customer success objectives with overall company goals. No pressure!)

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eBook Leadership Omni-Channel Innovation 52

Gainsight

JULY 5, 2022

It is increasingly apparent that having a CS Ops team and leader is becoming a necessity. Net Revenue Retention is still key, but CS now touches everything. According to our 2022 Customer Success Index , companies are discovering that “CS responsibilities tie directly to business goals and revenue.” Defining a CS Ops Team.

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Roadmap Return on Investment Customer Journeys Customer Success 59

Gainsight

APRIL 12, 2023

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. But what I learned, after years of procrastinating on tough moves for our leadership team, is that the leaders’ teams suffer greatly through that inaction.

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Self Service Chief Customer Officer Software System 52

Gainsight

MARCH 11, 2020

We’ve compiled a list of questions that every product team should be able to answer and the reports you can use to not just answer those questions, but take action on them. While no two product teams are alike in the things that they measure, track, and prioritize, we’ve found that the following three reports are broadly applicable.

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