Being digitally connected and socially networked, customers today dictate all the terms. They do not think twice before switching loyalties and therefore companies have to be very careful when engaging with customers.
Gainsight is aware of the fact that unless and until companies meet customer demands, it is very difficult to survive in today’s competitive environment. Personalized customer engagement and targeted communication are the two important factors that today’s customers expect from companies or service providers. Research shows that customers value personalization over privacy. They do not mind companies using personal information to enhance customer experience.
Gainsight recognizes the role of personalized customer engagement in driving sales and revenue and therefore it focuses attention on customer interaction, their preferences and needs in order to treat them the way they want to be treated. Gainsight helps companies provide personalized customer engagement by leveraging automation and customer intelligence. Its customer success management platform enables Gainsight to:
- Track user behavior to understand customer needs and expectations
- Analyze customer interaction and consolidate information to identify trends and buying propensity
- Develop excellent content that adds value and capture customer attention
Thus, personalized customer engagement contributes towards the delivery of the right service at the right time.
