In the subscription based business model, improving customer focus and managing customer loyalty is imperative to attain competitive advantage.
For Gainsight, the customer success management company, customers are its greatest asset. Gainsight knows that happy and successful customers promote business, bring new customers and drive revenue. It, therefore, puts great emphasis on customer happiness and success.
Gainsight ensures customer happiness by enhancing customer focus and managing customer loyalty. It knows that improved customer focus results in customer loyalty, which in turn ensures customer success.
For improving customer focus and managing customer loyalty, Gainsight puts in place some effective measures, which include:
- Nurturing positive and constructive customer relationships
- Adopting a proactive approach to identify ‘at risk’ customers and implementing various measures to prevent customer defection
- Leveraging customer intelligence to reduce churn, manage retention and identify opportunities
