This past week, we shared one of the most significant announcements in Gainsight’s history: our strategic partnership with SAP, an iconic company with 50-plus-year legacy of helping their customers unite business-critical operations across nearly every industry, who has also quickly become a leader in the business AI space. This collaboration represents an unprecedented step forward for Gainsight, integrating our AI-powered customer success platform directly into SAP Sales Cloud.
THIS.
IS.
HUGE.
And that’s why I couldn’t wait to explain why it’s going to fundamentally reshape how businesses manage customer success across the globe! The possibilities are endless. SAP’s reach is unparalleled, and with this integration, we’re going to help thousands of businesses deliver extraordinary value to their customers, at scale.
Bridging the Gap Between Pre- and Post-Sales
One of the most persistent challenges companies face today is the handoff between pre-sales and post-sales teams. Too often, Sales, Account Management, Customer Success, and Support teams work in isolation, with critical data and insights trapped in siloed systems. This partnership eliminates those silos.
By integrating Gainsight’s customer success platform into SAP Sales Cloud, we’re creating one seamless workflow that unifies the entire customer journey. Whether it’s Sales, Renewal Managers, or Professional Services—everyone will have a complete, 360º view of the customer, powered by AI-driven insights. No more gaps. No more blind spots.
Ritu Bhargava, President and Chief Product Officer at SAP, summed it up perfectly: “By enhancing SAP Sales Cloud with Gainsight’s AI-driven customer success solutions, businesses will be uniquely positioned to cultivate deeper trust and loyalty with their customers, ultimately leading to higher retention and long-term revenue growth.”
This partnership is more than just a technical integration. It’s about reimagining how businesses engage with their customers—from the moment they sign a contract through every future interaction. The result? Deeper relationships, higher retention, and more growth.
Customer Success Is Now a Universal Business Strategy
For years, customer success was seen as a strategy primarily for software companies. But that’s changing fast. As more industries embrace recurring revenue models—whether through subscriptions, services, or ongoing maintenance—the principles of customer success are becoming critical for every company.
What started as a concept pioneered by software companies, customer success is now a critical priority for every company undergoing digital transformation to an as-a-service business model. A critical component of this model is the ability to drive value throughout the customer journey. And this is just the beginning of our partnership with SAP. Our joint roadmap includes integrations not only with Sales Cloud, but also other SAP products including Service Cloud, Datasphere, and more.
Whether you’re a manufacturer managing complex machinery, a telecommunications giant serving millions of customers, or a financial services firm offering personalized advice, the principles of customer success apply. And now, thanks to this partnership, Gainsight is bringing the tools to make it possible.
We’re taking what we’ve learned in SaaS and applying it to industries that are just beginning to realize the potential of customer success. By combining Gainsight’s proactive, AI-driven customer success platform with the enterprise power of SAP, businesses will be able to anticipate customer needs, mitigate churn, and drive growth like never before.
AI-Powered Insights for Every Customer Interaction
One of the most exciting elements of this partnership is the way we’re harnessing the power of AI to transform customer success. Gainsight’s platform already offers industry-leading AI-powered tools—like Copilot, which personalizes customer interactions and surfaces key insights in real time. But by integrating with SAP Sales Cloud, we’re taking that to an entirely new level.
Imagine being able to predict customer churn before it happens, or knowing exactly when and how to offer an upsell opportunity based on real-time data. That’s the future of customer success, and it’s happening right now.
Gainsight’s AI-powered health scores, combined with SAP’s vast data ecosystem, will allow businesses to manage every customer interaction with greater precision and insight. And the best part? We’re only scratching the surface.
From Vision to Reality: The Future of Customer Success Starts Now
The Gainsight–SAP partnership is about more than just a technical integration—it’s about transforming how businesses operate in a world where customer success is the driver of long-term growth. Together, we’re making it easier for businesses to not only retain their customers but to delight them, ensuring that every interaction is personalized, proactive, and valuable.
Here’s what Liz Miller, Vice President and Principal Analyst at Constellation Research, had to say: “A strategically driven customer success program can significantly enhance customer engagement and drive revenue growth. The partnership between SAP and Gainsight uniquely elevates insights and opportunities by integrating an enterprise’s success data with market intelligence while aligning customer understanding across Sales and Customer Success teams, delivering greater value to teams and to customers.”
Learn more about the Gainsight–SAP partnership.
We’ve spent years building the tools that make customer success possible. Now, we’re bringing them to a much larger audience. And I couldn’t be more excited for the future that lies ahead.
This is a game-changer—not just for Gainsight and SAP, but for every business that’s ready to embrace the power of customer success. To all of our customers, partners, and colleagues: let’s build the future of customer success together!
Chuck Ganapathi, President and COO, Gainsight
