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Check it OutPulse 2023 is more than software’s biggest conference on durable growth. It’s a celebration of ten years of joy, and an invitation to ask what if about a future that’s yet to be written.
Check it OutCreate a single destination for your customers to connect, share best practices, provide feedback, and build a stronger relationship with your product.
Check it OutPulse 2023 is more than software’s biggest conference on durable growth. It’s a celebration of ten years of joy, and an invitation to ask what if about a future that’s yet to be written.
Check it OutRead the latest on Gainsight in the news, across the industry, and beyond.
Read the latest on Gainsight in the news, across the industry, and beyond.
Here at Gainsight, we’re all about delivering Success for All. Check out all the newsworthy ways we’re doing that for our company and our customers below.
Gainsight Unveils Copilot at Pulse 2024; Former Salesforce Executive Joins to Accelerate AI Momentum
ST. LOUIS, MO, MAY 15, 2024—Gainsight, the world’s leading Customer Success platform, today announced Gainsight AI, a new set of artificial intelligence (AI) offerings at its annual conference Pulse 2024. Gainsight Copilot, within Gainsight AI, leverages generative AI to provide actionable insights into customer behavior, enrich customer data, facilitate report generation, assist in customer follow ups, and more. Today’s announcement represents a major milestone in Gainsight’s AI journey, building on the success of Horizon AI, Gainsight’s AI framework and first-to-market AI solution for Customer Success launched in 2021.
“With Gainsight Human-First AI, we’re harnessing the transformative potential of generative AI to enable customer-facing teammates in companies to spend less time on administrative work and more time on their clients and teams,” said Nick Mehta, CEO at Gainsight. “We’re grateful to the Pulse Customer Success community for all of the innovation they are showing in leveraging generative AI to make business more human.”
Gainsight also announced the appointment of Chuck Ganapathi as its new President and COO. With a proven track record in technology leadership at companies like Salesforce and Tact.ai, Ganapathi brings deep CRM and AI experience and will lead Gainsight’s product, engineering, marketing, and corporate development initiatives, steering the company toward continued growth and success.
“Joining Gainsight is both a privilege and an exciting opportunity to shape the future of Customer Success,” said Chuck Ganapathi, President and COO at Gainsight. “I hope to bring my learnings from the formative years of Salesforce and the early days of enterprise AI to help Gainsight deliver even more value to our clients and achieve our full potential as the customer operating system powered by Human-First AI.”
“We are thrilled to welcome Chuck to the team,” added Mehta. “His expertise and vision align perfectly with our mission to deliver world-class technology solutions to our customers with a Human-First approach.”
Gainsight AI
Gainsight AI builds upon its existing AI innovations, reshaping how businesses approach customer management with a human-first approach. It integrates seamlessly into everyday applications such as Gmail and Zoom, and offers solutions like understanding customer preferences, personalized post-meeting follow-ups, receiving actionable alerts for accounts, automating report generation and data insights, and empowering customers with self-service capabilities to find answers across various product and community data.
Gainsight AI newest features include:
“Our aspiration is for AI to transcend mere comprehension of customer data, evolving to seamlessly and authentically work alongside humans,” said Mehta. “That’s why it’s crucial for Gainsight AI to leverage data across our products, analyzing every customer interaction to help you drive more success for your customers.”
Pulse 2024
Gainsight’s Pulse 2024 is the center point for more than 2,500 Customer Success, Go-to-Market, and Post-Sales professionals to come together for two full days of networking, learning, and fun May 15-16, 2024 in St. Louis.
Additional Resources
About Gainsight
Gainsight, the world’s leading Customer Success platform, helps businesses drive efficient growth by unifying the post-sales customer journey. Its innovative set of customer success, customer education, product experience, and community management products are used by companies of all sizes and industries, including nearly 200 publicly traded organizations. With Gainsight, it’s never been easier to start and scale customer acquisition, retention, and expansion. Learn how leading companies such as GE Digital, SAP Concur, and Workday use Gainsight at www.gainsight.com.
About Pulse
Pulse is the industry’s largest conference on customer success, held at The America’s Center in St. Louis, MO. The event draws thousands of customers, practitioners, and experts in the fields of customer success, customer education, product management, and customer communities. This year’s title sponsors include Chinchy, GuideCX, Cleverbridge and Matik. To learn more, visit https://gainsightpulse.com/us/
Contact
Jocelynn Stidham
PR for Gainsight
jocelynn.stidham@gainsight.com
New Digital Strategies Are Helping Companies Improve Customer Experience, Product Adoption, and Customer Retention
San Francisco, California (October 18th, 2023) – Gainsight, the world’s leading Customer Success platform, today announced the results of a study on Customer Success trends. The big takeaway from the Customer Success Index (CS Index) North America 2023 report, created in partnership with Benchmarkit, a B2B SaaS research firm, is that almost half (48%) of the SaaS companies surveyed for the report have a formal Digital Customer Success program focused on adding more efficiency to their growth strategies.
Over the past decade, Customer Success has evolved from a standalone business unit focused on helping companies avoid churn and downsell to its role today as a key business strategy for driving more efficient revenue growth. Meanwhile, as SaaS companies strive to achieve these goals while reducing operating and headcount costs, Digital Customer Success, which blends human and digital touchpoints to support customers, has become more popular. According to the CS Index, Digital Customer Success is gaining ground in companies at both the lower ($1M-$10M) and higher ($100M+) end of the revenue spectrum.
The research was conducted earlier this year to benchmark Customer Success organizational structures, the presence of Digital Customer Success tools and strategies, and Key Performance Indicators (KPIs). More than 400 North American SaaS companies participated in the research across a wide range of company sizes, annual contract values, industry segments, and geographic locations. Respondents included every level of management, including C-level executives, SVPs, VPs, and Directors, both inside and outside a company’s Customer Success organization.
“While most companies in the current market are trying to ‘do more with less’ and hope for the best, we see a much bigger opportunity to ‘act differently’ with a Digital-First approach to Customer Success,” said Tyler McNally, SVP of Customer Experience & Customer Success Operations at Gainsight. “With automation, hyper-personalization, and self-service, Digital Customer Success allows companies to get even closer to their customers while simultaneously achieving scale and efficiency. That’s why we predict that in five years, Digital Customer Success experiences will be table stakes.”
As the global economic markets continue to evolve, reducing the cost to acquire, retain, and grow customers continues to be a top priority for every B2B Technology company. “Understanding which customers are best positioned for potential expansion and which are most prone to churn is a by-product of having the right Customer Success responsibilities, objectives, and measurements in place”, said Ray Rike, CEO of Benchmarkit. “This research provides a detailed look at how companies are using metrics and Digital Customer Success strategies to drive more efficient customer retention and customer expansion.”
Following are the main highlights from the CS Index North America 2023 report:
Customer Success Has Matured
A whopping 98% of companies are maintaining or increasing their investment in Customer Success. Companies are also recognizing the value of Customer Success operations to drive efficiency and further ROI: The number of companies with a dedicated Customer Success Operations organization has more than doubled, from 20% in 2022 to 41% this year.
Increasing Scale and Efficiency is the Top Goal for Digital Customer Success
More than half (59%) of respondents said their number one objective for Digital Customer Success is increasing Customer Success scale and efficiency, followed by improving customer experience and product adoption (19%), and customer retention (18%).
Digital Customer Success is Being Used to Drive a Wide Range of Programs
Over two-thirds (67%) of respondents said the top use of Digital Customer Success is to drive product adoption. But the data shows companies are using Digital Customer Success for many other reasons, too: 61% said it was primarily for onboarding, and 51% said advocacy/NPS.
Digital Customer Success Simplifies and Amplifies Traditional Channels
Digital events/content (webinars, conferences, etc.) were the top channels for Digital Customer Success, according to 78% of respondents, followed by marketing automation (65%), in-app guides and messages (56%), and Customer Success platforms (also 56%).
KPIs Are Still in their Infancy with Digital Customer Success
While only 27% of companies with a Digital Customer Success program have well-established KPIs, 60% said their KPIs are currently “under construction.” An interesting finding: Companies that do have Digital Customer Success KPIs are using the same metrics as they do for human-led Customer Success (renewal rates, net revenue retention, logo churn).
Download the full report here.
About Gainsight
Gainsight, the world’s leading Customer Success platform, helps businesses drive efficient growth by unifying the post-sales customer journey. Its innovative set of customer success, customer education, product experience, and community management products are used by companies of all sizes and industries, including nearly 200 publicly traded organizations. With Gainsight, it’s never been easier to start and scale customer acquisition, retention, and expansion. Learn how leading companies such as GE Digital, SAP Concur, and Box use Gainsight at www.gainsight.com.
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Contact:
Aarthi Rayapura
Senior Director, Editorial and Content
New Out-of-the-Box, Bi-directional Sync Improves Data Hygiene and Empowers Go-to-Market Collaboration
SAN FRANCISCO, CA, OCTOBER 4, 2023 – Gainsight, today announced a new out-of-the-box, bi-directional integration with Hubspot’s leading CRM platform, making it easier for businesses to obtain deep customer insights and deliver increased value along the entire customer journey. Together, Hubspot and Gainsight now offer one unified view of customer health, sentiment, and success, along with account engagement and other touchpoints. The integration deepens the partnership between the two leading software-as-a-service (SaaS) companies and enables joint customers to deliver faster time-to-value with unmatched data accuracy, improved workflows, and greater go-to-market potential.
“Gainsight is the leading Customer Success Platform in the market today and we’re excited to join forces and offer our customers unified data,” said Scott Brinker, VP Platform Ecosystem at HubSpot. “In the current market, as more and more companies are focusing on retaining and growing their existing customers to increase Net Revenue Retention (NRR), having a single view of the customer journey is paramount. With the integration, our joint customers will be able to maximize the potential of both solutions to fuel their growth.”
Customers who leverage Hubspot CRM and Gainsight together can benefit from the deepest bi-directional sync in the market. With a simple, turnkey way for one-click visibility into customer data, they can now:
“Hubspot is one of the world’s leading CRM platforms, and now, users can get the full picture of customer sentiment and renewal likelihood,” said Karl Rumelhart, President of Products, Technology, and Operations at Gainsight. “This bi-directional integration gives them a richer, more contextual view of their user experiences, and how their accounts are trending. Together, Hubspot and Gainsight create one of the most powerful tools for customer retention and expansion in the market.”.
Gainsight and Hubspot customers and future customers can learn more about the integration here.
About Gainsight
Gainsight, the world’s leading Customer Success platform, helps businesses drive efficient growth by unifying the post-sales customer journey. Its innovative set of customer success, customer education, product experience, and community management products are used by companies of all sizes and industries, including nearly 200 publicly traded organizations. With Gainsight, it’s never been easier to start and scale customer acquisition, retention, and expansion. Learn how leading companies such as GE Digital, SAP Concur, and Box use Gainsight at www.gainsight.com.
Contact:
Aarthi Rayapura
Senior Director, Editorial and Content
arayapura@gainsight.com
Gainsight Essentials, New Generative AI Capabilities, and Northpass Acquisition Drive Growth
SAN FRANCISCO, CA, SEPTEMBER 7, 2023 – Gainsight, the world’s leading Customer Success platform, continued to showcase strong momentum in the first half of its fiscal year, ending July 31st. Growth was driven by increasing demand for Gainsight Essentials, the company’s purpose-built offering to help businesses start and scale with its core Customer Success product for under $2k per month and with onboarding in as little as two weeks. Since launching in March 2022, nearly 300 companies have signed up for Gainsight Essentials.
Gainsight added several high-profile customers over the last two quarters, including more than 30 who switched from starter Customer Success products. This continues a trend that’s seen more than one customer per week moving to Gainsight over the past 24 months. Notable new customer logos in the first half of the fiscal year include Cleverbridge, CloudApp, Fusion Medical Staffing, Litmos, Parachute Health, OneSpan, Onfido, Safe Security, SAE International, Sisense, Spear Education, Toro, and TrustRadius.
In May this year, Gainsight announced several new generative AI product features at its 10th annual Pulse Conference held at San Francisco’s Moscone Center. The event was attended by more than 3,000 Customer Success leaders. And in July, the company completed its acquisition of Northpass, the leading customer education platform. This further solidifies the company’s position as the industry’s only true Customer Success Platform capable of serving the entire post-sales customer journey, from product adoption and high-touch customer success management to self-service customer communities and customer training.
“In today’s economy, acquiring new customers is more difficult and expensive than ever, making customer retention and expansion the primary growth driver for not only every SaaS company but any company with a recurring revenue model, no matter their stage or size. Plain and simple, everyone from CEOs and CFOs to investors and shareholders are looking at Net Dollar Retention (NDR) as the modern-day metric to gauge overall success and valuation,” said Nick Mehta, CEO of Gainsight.
Gainsight’s platform has also gained favor with CFOs and CIOs focused on vendor consolidation, as proven by a more than 25% increase in the number of customers leveraging more than one of its products in the first half of the year.
“Today more than ever, Customer Success leaders need to be able to clearly prove and articulate the value of their team and resources and not be looked at as a cost-center,” said Kellie Capote, Chief Customer Officer at Gainsight. “Every CFO and executive team—including our own—are scrutinizing spend across their organizations, starting with software. Gainsight has been fortunate to support the market with tools such as our Essentials offering. And now, our M&A strategy and innovation around generative AI is helping companies significantly reduce their CS spend and resourcing by giving them one, AI-powered platform to make their entire post-sales journey more efficient and effective.”
Additional highlights from Gainsight’s first half of FY24 include:
Gainsight announced several new generative AI features at its annual Pulse conference in June. The new capabilities are part of the company’s Horizon AI feature set, launched in 2021, and include Customer Cheat Sheet, an AI-generated narrative customer summary; Survey Takeaways, an AI-generated list of the key themes running through survey responses; Smart Search, an AI-powered tool that uses natural language queries to find the right information and suggest the right action; and Setup Assist, an AI-powered interactive chat that helps automate the customer journey.
Gainsight’s Pulse conference turned ten this year, once again gathering the world’s largest community of customer-centric leaders and practitioners for three days of networking and education on a range of topics on customer success, product management, community, and customer education. Growing demand and enthusiasm for Pulse content also led Gainsight to announce three additional events coming this Fall—Pulse Encore in New York City and Austin, and Pulse Europe in Amsterdam.
Gainsight released its comprehensive The Evolution of Customer Success report, which included data from North America and Europe on Customer Success capacity planning, compensation, and new strategies such as Digital Customer Success and Community Management.
The company has also seen remarkable success with its thought leadership in Digital Customer Success, including the release of a Maturity Model, an ongoing webinar series, and keynote presentations. CEO Nick Mehta and CCO Kellie Capote are also working on a book on Digital Customer Success which is slated to launch at Pulse, 2024.
Gainsight was ranked #1 in the Customer Management category and ranked #10 overall in The Software Report’s “Top 100 Software Companies of 2023” Awards. The annual award recognizes industry leaders based on “a multitude of factors, including product functionality, customer satisfaction, corporate reputation, innovative capabilities, organizational depth, ESG involvement, and long-term viability, among numerous other criteria.”
Gainsight Product Experience solution was named the winner of multiple awards from TrustRadius, a leader in enterprise software reviews. In its Winter 2023 Best Of competition, TrustRadius honored Gainsight PX with awards for Best Relationship, Best Value for Price, and Best Feature Set in the Product Analytics category. The award winners were determined by product reviews submitted to TrustRadius via its website between July and December, 2022.
Gainsight’s innovative platform helps companies of all sizes and industries drive durable growth. It offers a powerful set of customer success, product experience, and community engagement solutions that together enable businesses to scale efficiently, create alignment, and put the customer at the heart of innovation. With Gainsight, it’s never been easier to drive acquisition, increase product adoption, prevent churn, and grow with renewals and expansion. Learn how leading companies such as GE Digital, SAP Concur, and Box use Gainsight at www.gainsight.com.
Contact:
Aarthi Rayapura
Senior Director, Editorial and Content
arayapura@gainsight.com
Gainsight is making the headlines in customer success, product experience, and community. Check out our featured appearances in the news below.
nikkei
08/08/23
企業の間でSaaS(サース)の利用を絞り込む動きが広がっている。サブスクリプション(定額課金)事業者向けの顧客データ分析を手がける米ゲインサイトのニック・メータ最高経営責任者(CEO)は人工知能(AI)で契約者の感情を理解し、継続的なサービス改善に反映する取り組みが欠かせないと話す。
Diginomica
07/25/23
Diginomica
05/22/23
At its Pulse 2023 conference last week, Gainsight introduced a new product designed to digitally automate customer success workflows, plus a new enterprise-wide license option and generative AI capabilities.
We’re both proud and humbled by the recognition Gainsight has received over the years. Check out our accolades below.
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