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.

2023 52

2023 Customer Success Culture Roadmap 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. 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. .

Sales 111

Sales Customer Success ROI Customer Centricity 111

Gainsight

NOVEMBER 30, 2023

The field of Customer Success (CS) is evolving, as new technologies offer a path to scale CS teams while guiding users through today’s increasingly digital customer journey more efficiently and effectively. But what does this really mean for CS teams? In a world that prizes speed and efficiency, Gen AI promises to be the magical wand.

2023 52

2023 2021 Customer Success Technology 52

Gainsight

MARCH 8, 2022

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 teams are in a unique position to drive revenue growth. Unlock a New Pipeline Source with CSQL. Other benefits include: .

Insights 98

Insights NPS Events Leadership 98

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. .

Management 98

Management Roadmap Document Customer Centricity 98

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 Metrics Customers 131

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.

B2C 52

B2C Roadmap Books Travel 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.

2022 52

2022 Customer Success Management Marketing 52

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.

2023 52

2023 Customer Success Chief Customer Officer Customers 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.

Competitive Advantage 52

Competitive Advantage Metrics Customer Success Insights 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.

2022 52

2022 Chief Customer Officer Innovation Connections 52

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 2021 Customer Centricity 97

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.

Sales 98

Sales Fashion Financial Customer Base 98

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.

Sales 52

Sales Customer Success E-support Demo 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 Chief Customer Officer 2021 NPS 52

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 Government 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.

Customer Success 64

Customer Success Roadmap Consulting Loyalty 64

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 Sales 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).

ROI 59

ROI Connections Customers Customer Success 59

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.

2015 52

2015 2023 2013 2022 52

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.

NPS 52

NPS Customer Success B2C Social Media 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!)

Leadership 52

Leadership Innovation Omnichannel Customer Success 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.

Roadmap 59

Roadmap Return on Investment Customer Journey Customer Success 59

Gainsight

DECEMBER 14, 2020

This also means companies have to expand beyond customer engagement tactics like email reliant on opt-ins and customer success teams reliant on human bandwidth because those tactics can only reach a subset of the audience that uses a product or service at a given point in time. .

Customer Engagement 52

Customer Engagement Engagement NPS Customer Journey 52

Gainsight

APRIL 15, 2022

In a world where SaaS and tech are transforming businesses with recurring revenue models and subscription-based products and services, even the most established enterprise players need to adapt. But this is more than just a revenue transformation. . Customer success is a team effort, more Avengers than Batman. Get Alignment.

Customer Success 97

Customer Success Net Promoter Score Chief Customer Officer Leadership 97

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?

ROI 52

ROI E-support Roadmap Consulting 52

Gainsight

MAY 13, 2020

Ashvin Vaidyanathan, Gainsight CCO, and Ruben Rabago, Gainsight Chief Strategist, presented on how existential Customer Success is during a downturn. We wrote about our process here and we are hosting a follow-up webinar dedicated to our Risk Management approach with Gainsight customer FinancialForce. . Jenny Beazley, Sr.

Roadmap 59

Roadmap ROI NPS Customer Success 59

CSM Magazine

OCTOBER 25, 2022

Calabrio , the workforce performance company, has hired Daniel Maier as chief revenue officer and Ryan Toben as senior vice president of customer success and sales operations. Daniel Maier, chief revenue officer, Calabrio. He previously led teams at Ellucian, PTC, and CentralSquare Technologies.

Customer Success 52

Customer Success Contact Center Sales Customer Centricity 52

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.

Reference 59

Reference Innovation Roadmap Customer Journey 59

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.

Customer Retention 52

Customer Retention Metrics Demo Customers 52

Gainsight

FEBRUARY 21, 2020

Pro-Tip: If you want to skip right to the good stuff, register for a live demo of Gainsight PX. Case Study: Using In-App Engagements in Gainsight PX to Improve Adoption. The solution? The first step is to make sure that your product experience is optimized for the user. Are you holding a user event? We’ve done step one for you.

Roadmap 89

Roadmap Demo Feedback Engagement 89

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 .

Customer Centricity 52

Customer Centricity Customer Base Insights Financial 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.

Feedback 117

Feedback Roadmap Demo ROI 117

Gainsight

JUNE 8, 2022

Similarly, if delivering a remarkable customer experience is truly the company’s goal, as it should be in a recurring revenue SaaS business, then the leadership team should talk about this mission regularly. When creative solutions are applied, enabling employees can be economical and can come with a high impact.

Customer Success 59

Customer Success Customer Centricity Chief Customer Officer B2B 59

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.

Customer Success 52

Customer Success Customers Sales Webinar 52

Gainsight

JANUARY 20, 2023

We recently covered how Customer Success (CS) teams can create digital scale at moments of truth during the implementation and adoption phases of the customer lifecycle. Building upon that strong foundation, you can also add digital-led strategies to critical moments such as revenue expansion opportunities and contract renewal.

Customer Success 52

Customer Success Touchpoint 2022 Customers 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.

Metrics 52

Metrics Webinar Measurement Engagement 52