Gainsight Software https://www.gainsight.com/ Fri, 29 Sep 2023 13:31:32 +0000 en-US hourly 1 https://wordpress.org/?v=6.3 10 Things We Learned at Pulse Encore NYC https://www.gainsight.com/blog/10-things-we-learned-at-pulse-encore-nyc/ https://www.gainsight.com/blog/10-things-we-learned-at-pulse-encore-nyc/#respond Fri, 29 Sep 2023 13:31:32 +0000 https://www.gainsight.com/?p=49067 Pulse takes the Big Apple! That’s a wrap on Pulse Encore NYC, where attendees joined a more intimate Pulse experience filled with insightful sessions, all-star keynotes, hands-on workshops, and even more exclusive time with Customer Success (CS) leaders. In case you missed it, here are our top 10 takeaways from Pulse Encore NYC. 1. Digital = Success for All One recurring theme of Pulse Encore NYC was this: digital touch gives you superpowers.  When done right, digital touch can: Scale your CS team’s impact Reach all of your users  Elevate the overall customer experience  And we’re not the only ones who feel this way. According to our recent survey, 48% of CS Teams are already using digital touch. The market is catching on: Digital is the future of CS. But that doesn’t mean replacing the human element.  2. AI Makes Us More Human AI allows Customer Success Managers (CSMs) to focus on where they uniquely add human-led value. It enables faster time to value and faster onboarding times—because we’re sure your customers are expecting the same from you. That’s why Gainsight is investing in AI to drive productivity, scale, and insights. At Pulse Encore NYC, we announced two new AI-driven […]

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Pulse takes the Big Apple!

That’s a wrap on Pulse Encore NYC, where attendees joined a more intimate Pulse experience filled with insightful sessions, all-star keynotes, hands-on workshops, and even more exclusive time with Customer Success (CS) leaders.

In case you missed it, here are our top 10 takeaways from Pulse Encore NYC.

1. Digital = Success for All

One recurring theme of Pulse Encore NYC was this: digital touch gives you superpowers

When done right, digital touch can:

  • Scale your CS team’s impact
  • Reach all of your users 
  • Elevate the overall customer experience 

And we’re not the only ones who feel this way. According to our recent survey, 48% of CS Teams are already using digital touch. The market is catching on: Digital is the future of CS. But that doesn’t mean replacing the human element. 

2. AI Makes Us More Human

AI allows Customer Success Managers (CSMs) to focus on where they uniquely add human-led value. It enables faster time to value and faster onboarding times—because we’re sure your customers are expecting the same from you.

That’s why Gainsight is investing in AI to drive productivity, scale, and insights. At Pulse Encore NYC, we announced two new AI-driven features, Takeaways and Search Assist, both of which are powered by Gainsight’s Horizon AI.

3. Success Made Simple

From Digital CS to AI, we’re all about making your life easier with Gainsight. We’ve been working hard to make our UI experience reflect that, too. 

We believe in the power of simplicity. That’s why we’re releasing more logical, intuitive enhancements to improve productivity and scale for our users.

From In-line Editing, to edit directly in-field, and Frequently Used Objects to automatically surface the most commonly used objects to Templates modeled on Gainsight’s best practices, we’re all about fewer clicks, less searching, and more time-savings.

4. (Customer) Health Is Wealth

Now more than ever, we’re all about continuous customer health refinement and recalibrating our approach to risk assessment.

Like many other companies, Gainsight also recognized the need to reassess our strategies and decided to take another look at how we approach customer health. We learned a lot in the process and at Pulse Encore, we shared these insights with you.

This much is clear: having a pulse (pun intended!) on the heartbeat of customers is critical in the current economic climate.

5. Customer Success 2.0

We are ushering in the next era of CS. Pulse Encore NYC was all about embracing new technology and the new way of doing Customer Success. 

Our vision is a platform that helps solve disjointed customer experiences. Imagine if users didn’t have to log into a separate customer community or customer education platform. We’re creating that blended experience to drive Customer Success 2.0.

6. Efficiency Now, Growth Later

Growth feels a bit taboo these days, unless you put the words durable or profitable or efficient in front of it. It’s still OKAY to grow, but your strategies and spending have to be different. 

Many of our customers are in the same boat: saving money and trying to get more efficient. 

“What many of our clients have shared is the need to prove the full value of their current investment with iCIMS and that they are set up for success when the market shifts,”  shared Jaime-Lynn Scott, Global Head of Client Success at iCIMS, in her fireside chat with Scott Salkin, Chief Marketing Officer at Gainsight. 

“We in CS have shifted our strategy to drive retention, back to the basic day-to-day activities that are important to our customers in different stages of their lifecycle, which will ultimately lead to growth when the narrative flips again.”

7. Proving the ROI of CS

All of this plays into a theme we see again and again: demonstrating the ROI of Customer Success.

While the impact of CS on driving customer outcomes and protecting Net Revenue Retention (NRR) is clear, CS leaders still have a responsibility to work as efficiently as possible with limited budget in these lean times. That’s why the next era of CS will involve digital tactics, in high-, mid-, and low-touch models. Even your highest-ARR customers will benefit from an improved digital customer journey, and your CS team will rely more and more on digital tools as your business grows. 

Simply put: Digital Customer Success helps you scale your CS team. This trend is not at odds with your Customer Success Managers. Rather, it gives them a technological sidekick to do work for them, so they can scale faster, work smarter, and engineer more value for your customers and your bottom line. 

8. The Peoples’ Champions

Pulse Encore’s superpower, just like Gainsight, is the people. Our incredible speakers lived up to that mantra. 

From Justin Greenberger, SVP of Global CS at UiPath, on the foundation of Digital Customer Success to Shane Craig, VP of Global Client Success Management at ADP, on creating exponential value from effective CS-Sales partnerships, our speakers dropped insights and truth bombs alike.

Ohad Gilberg, VP of CS and Beauram Hur, Principal Program Manager of CX, at Anaplan teamed up to discuss proving the ROI of CS in conversations with your CRO and CFO.

Not to mention the skills of these cookie-decorating champions from Funny Face!

9. Resiliency Above All

What do Customer Success and New York City have in common? Resiliency. (And Pulse Encore NYC.)

Resilience came up again and again, as we gathered in the Big Apple to chart a bright future for our industry together. 

10. Better Together

This community is what we all need right now—more than ever. The last few years have been a  rollercoaster! We were so grateful to see everyone in person for our first-ever New York-based Pulse event.

We hope attendees enjoyed discovering the Pulse closer to home, getting in more face time with CS leaders, and networking with our incredible community.

See you in Austin on October 24!

Ready for Pulse Encore Austin?

Registration for Pulse Encore Austin is now open! We can’t wait to welcome you to Austin, TX on October 24.

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Heath Scoring in the Modern Age https://www.gainsight.com/blog/heath-scoring-in-the-modern-age/ https://www.gainsight.com/blog/heath-scoring-in-the-modern-age/#respond Wed, 27 Sep 2023 17:41:57 +0000 https://www.gainsight.com/?p=49041 Look, we love watermelon as much as Harry Styles. Unfortunately, there’s nothing sweet about a customer whose health score seems green on the surface, but turns out to be churn-ready red underneath. Watermelon customers are enough to ruin a CSM’s day—and their company’s revenue projections.  We’ve all been in a situation where a customer’s health score doesn’t match reality. But how do we figure out what’s really going on with our customers, and more importantly, how do we build a health score that helps us deliver on our business objectives? Sofia Marrero, Manager of Customer Success (EMEA) at Deel, sat down with Gainsight’s Global VP, Remco de Vries to discuss Health Scoring in the Modern Age. Here are some of the key takeaways from the webinar.  Every Health Score Starts With a Goal Are you looking to fight churn? Increase adoption? Detect expansion opportunities? Depending on your goal, the structure of your health score will vary. A good first step is to identify a cohort of customers whom you consider to be successful. Then, start drilling down into which metrics best represent their usage of your product.  At the beginning, your health score will need constant analysis and iteration in […]

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Look, we love watermelon as much as Harry Styles. Unfortunately, there’s nothing sweet about a customer whose health score seems green on the surface, but turns out to be churn-ready red underneath. Watermelon customers are enough to ruin a CSM’s day—and their company’s revenue projections. 

We’ve all been in a situation where a customer’s health score doesn’t match reality. But how do we figure out what’s really going on with our customers, and more importantly, how do we build a health score that helps us deliver on our business objectives?

Sofia Marrero, Manager of Customer Success (EMEA) at Deel, sat down with Gainsight’s Global VP, Remco de Vries to discuss Health Scoring in the Modern Age. Here are some of the key takeaways from the webinar. 

Every Health Score Starts With a Goal

Are you looking to fight churn? Increase adoption? Detect expansion opportunities? Depending on your goal, the structure of your health score will vary. A good first step is to identify a cohort of customers whom you consider to be successful. Then, start drilling down into which metrics best represent their usage of your product. 

At the beginning, your health score will need constant analysis and iteration in terms of which metrics you use and how much they are weighted. Iterating with a clear goal in mind will make the process faster and more efficient.

Focus on Your Customer, Not Your Company

In the past, it was common to build health scores based on vanity metrics like logins and monthly active users (MAUs). While these measures of usage might be an indication of value in some cases, too often they are simply statistical noise that doesn’t reflect the customer’s experience.

Instead, focus on which features tie back to actual outcomes that customers have achieved from your product. Different customers will have different use cases, but you should look for commonalities among their feature usage. If a heterogeneous cohort of customers are using the same features consistently, that probably indicates a metric you should be tracking. 

Startups, scaleups, and other companies who don’t have a lot of customer data may be challenged when trying to build a quantitative health score. If your company is in this situation, start your health score development by focusing on more qualitative data, like CSAT or NPS. You may also want to consider focusing on a smaller cohort of customers, which will give you the chance to interact with them in a more direct, high-touch way. Talk to your customers as often as possible to find out how they’re doing and what they need. Then use that information as the guide for your initial health score.

Health Scores Must Lead to Action

If a health score doesn’t lead to an immediate and clear action by the Customer Success team, then it is not going to be useful. The solution here is two-pronged. First, you need a well-defined set of Playbooks tasks, assigned to specific CSMs. Second, you need an enablement plan—including the configuration within your customer success tool—from leadership to train CSMs on what to do and what’s expected of them. 

Health Scores Should Make CSMs More Proactive and Strategic

There is pressure on customer success to be proactive, and health scores can be a key catalyst for sparking that transformation. When the data is clean and the right Playbooks are in place, health scores will give CSMs the foresight and agility to spot and solve challenges as they arise. As the metrics that feed the health score become more precise and granular, the signals they produce will become more leading and less lagging. 

Health Scores Are a Team Sport

Even though Customer Success typically “owns” the health score, the metrics are often sourced from other stakeholders within the organization. Collaboration with these partners and smooth integrations with the data sources are important for ensuring that health scores are accurate and actionable. For example, many usage metrics come from Product, which needs to be aligned with Customer Success on the definitions and meaning of those usage inputs. 

Alignment with Sales is also important. Customer sentiment begins forming during the sales process, before the customer has been handed off to Customer Success for onboarding. Customer Success needs to be on the same page with Sales to get the health score right from the beginning.

You Won’t Get It Right the First Time—and That’s OK

Every health score is a work in progress, especially at the beginning. Starting with a very basic score is very much OK. As your health score grows and matures, you will be able to fine-tune the definition of concepts like adoption and value based on your products’ specific use cases. You don’t have to have it figured out from day one. And you shouldn’t be scared of changing your health score every month—that is actually healthy behavior. 

The Sweet Taste of Success

As your health score matures, it will become more sophisticated and flexible, giving you the opportunity to create scores for specific use cases and customer segments. Whether you are looking to fight churn or pursue expansion, having true visibility into customer health will put your company in the sweet spot for delivering on business objectives.

Learn More

Check out the full webinar, Health Scoring in the Modern Age for more info on updating your health scoring best practices to be more proactive.

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How to Scale Customer Success with Digital Customer Education https://www.gainsight.com/blog/how-to-scale-customer-success-with-digital-customer-education/ https://www.gainsight.com/blog/how-to-scale-customer-success-with-digital-customer-education/#respond Tue, 26 Sep 2023 14:33:56 +0000 https://www.gainsight.com/?p=48983 For SaaS companies in 2023, it simply isn’t possible for Customer Success Manager (CSM) headcount to keep pace with business growth. Today, CS teams must adopt digital tactics to scale efficiently, while serving their customers the seamless blend of digital and in-person experiences they’ve come to expect from technology providers. That means self-service resources that guide customers through onboarding to fast value realization have become table stakes, for both low-touch and high-touch CS models. According to the 2023 Gartner® Market Guide for Customer Success Management Platforms, “To scale CSM practices across different customer segments and product types, the platform must be able to support tech-touch or low-touch models driven through data-driven automation. Integrated digital engagement is also becoming an instrumental component of higher-touch models.” That being said, let’s take a deep dive into one of the most effective strategies to efficiently scale Customer Success: digital customer education. What’s Digital Customer Education? Digital customer education refers to using a learning management system (LMS) and a digital customer academy to increase the reach, impact, and efficiency of training. Unlike traditional customer education, which is the discipline of training customers manually via ad-hoc sessions, PDFs, webinars, and 1:1 calls with CSMs, digital customer education delivers high-quality, interactive, […]

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For SaaS companies in 2023, it simply isn’t possible for Customer Success Manager (CSM) headcount to keep pace with business growth. Today, CS teams must adopt digital tactics to scale efficiently, while serving their customers the seamless blend of digital and in-person experiences they’ve come to expect from technology providers.

That means self-service resources that guide customers through onboarding to fast value realization have become table stakes, for both low-touch and high-touch CS models. According to the 2023 Gartner® Market Guide for Customer Success Management Platforms,

“To scale CSM practices across different customer segments and product types, the platform must be able to support tech-touch or low-touch models driven through data-driven automation. Integrated digital engagement is also becoming an instrumental component of higher-touch models.”

That being said, let’s take a deep dive into one of the most effective strategies to efficiently scale Customer Success: digital customer education.

What’s Digital Customer Education?

Digital customer education refers to using a learning management system (LMS) and a digital customer academy to increase the reach, impact, and efficiency of training.

Unlike traditional customer education, which is the discipline of training customers manually via ad-hoc sessions, PDFs, webinars, and 1:1 calls with CSMs, digital customer education delivers high-quality, interactive, and on-demand resources to customers at scale.

Digital customer education also creates operational efficiencies and elevates the customer experience by moving beyond ineffective, labor-intensive, and expensive training processes, giving customer-facing teams more time to focus on retention, revenue, and managing more accounts.

What Digital Customer Education Is NOT

Digital customer education is NOT delivering training via help desks, support articles, and how-to documents that focus on “how” to use a product. True digital customer education focuses on “why” customers should make the choice to use a product or feature.

How Digital Customer Education Can Help You Scale Your Customer Success Team

With that said, how can digital customer education and a digital academy help you scale your Customer Success team?

Let’s dive in.

Automate Onboarding

…at least part of it.

Onboarding is, far and away, the most important step in the customer journey. These first few days, weeks, and months when your customers are expecting value will directly influence not only early product adoption, but renewal talks down the road. A poor onboarding experience can even put the lid on the likelihood of a renewal before the conversations even start.

Key Customer Onboarding Stats

Companies know onboarding is important. According to Precursive’s Customer Onboarding Benchmark Report, 74% of enterprise organizations have a customer onboarding team.

But asking these teams—or individual CSMs and implementation managers—to do it all manually will spread them too thin. Avoid this all-to-common challenge with digital customer education.

With digital customer education, you can automate key moments along the customer journey—moments that have historically been the sole responsibility of your CSM (to do manually). For example, you can automate an email to go to every new customer with links to relevant courses that can get them up and running quickly.

By doing this, you can help new customers get up to speed quickly while reducing amount of time and effort required by your CSMs. It’s a win-win. It also allows you to deliver consistent training and messaging, ensuring each of your customers receives the information and guidance they need to become wildly successful with your product.

Use Insights to Deliver Proactive Training

Ask any CSM what arcade game best describes their day-to-day and I bet most of them would say whack-a-mole.

A customer can’t figure out how to use a new feature—or they broke something.

Their boss is breathing down their neck about how the product isn’t “returning value.”

They just stop using the product altogether.

“Reacting” is a huge part of Customer Success, but asking your CSMs to hit up the arcade every morning, noon, and night is no way to build a well-oiled Customer Success engine. It’s definitely no way to scale one, either.

Your CSMs shouldn’t be firefighting. They should be thinking ahead and putting out any spark before it has an inkling of becoming a fire.

One of the ways they can do that is by leveraging the insights offered by a digital customer education program. These insights—think course enrollment, course progress, quiz scores, learning path progress, and instructor-led training (ILT) registration—can all give CSMs insight into how a customer is behaving and their sentiment around the product.

Have they failed a quiz a few times?

Have they stopped a learning path at a certain course for a certain amount of days?

Are they not enrolling in new courses?

All of these insights and analytics can help CSMs understand what’s going through the customer’s head—and they can reach out accordingly.

For example, if someone continues to fail a quiz, the CSM can reach out with related content ot help them get over the hump. Even better—time permitting—they can schedule a call to to discuss it live.

Remember: 1:1 meetings aren’t the enemy. But they’re more impactful when used for strategic consultations, not basic troubleshooting.

Use Certifications

Here’s the ultimate way to scale your Customer Success team without increasing headcount: create power users who are self-sufficient and rarely—if ever—rely on their CSMs to unlock product value.

How?

Certifications.

Certifications—think those offered via the HubSpot Academy—provide a relatively low-lift way to help your average customer take their product knowledge to the next level. A customer who understands the ins and outs of a product is inherently less likely to reach out to their CSM and submit a ticket to customer service (or message the chatbot).

Because these customers are essentially “off leash,” CSMs and support reps can dedicate most, if not all, of their time to aiding customers who are struggling, at risk of churn, or may not be realizing product value the way they should.

On top of that, creating power users via certifications fuels customer advocacy. Just scroll through LinkedIn and count the number of people who are posting about a recent certification. They’re doing this to level up their career, sure, but they’re also exposing your brand—and academy—to their networks, giving you the potential to win more business.

Why Does This All Matter?

It comes down to two things: efficiency and performance.

The goal of digital customer education is to create self-sufficient customers via on-demand and relevant learning. Your customers should be able to access related resources as easily as they can go to YouTube and learn how to cook their family a meal.

Doing so directly impacts product adoption, time to value (TTV), and customer satisfaction. It frees up your CSM team to take a more strategic, consultative role instead of firefighting. And it allows CS teams to scale their impact without increasing headcount—which is critical to emerging from these market conditions as one of the companies on a path to durable growth.

Learn More

Learn more in our ebook, The Business Case for Digital Customer Education.

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Top Three Takeaways From the 2023 Gartner Market Guide to Customer Success Management Platforms https://www.gainsight.com/blog/top-three-takeaways-from-the-2023-gartner-market-guide-to-customer-success-management-platforms/ https://www.gainsight.com/blog/top-three-takeaways-from-the-2023-gartner-market-guide-to-customer-success-management-platforms/#respond Mon, 25 Sep 2023 15:51:24 +0000 https://www.gainsight.com/?p=48959 Customer Success Management has matured over the last decade to become a mission-critical practice that efficiently and effectively protects Net Revenue Retention (NRR) and fuels expansion pipeline. As such, Customer Success (CS) has grown to rely on mission-critical platforms that serve as a single source of truth for customer data. The Gartner® Market Guide to Customer Success Platforms provides valuable insights into the evolving trends and themes shaping this dynamic landscape. As businesses strive to enhance their customer experiences, Gartner highlights key areas that will continue to drive the market forward. Here are our top three takeaways.  1. Expanded Application of AI, Including Gen AI We feel the Gartner Market Guide emphasizes the expanding role of artificial intelligence (AI) within Customer Success Platforms. Traditional AI applications, such as automating routine tasks and surfacing relevant customer data, have been around for years. At Gainsight, we launched Horizon AI in 2021. But generative AI is upping the ante on what customers expect from their software vendors.  This more advanced form of AI is designed to be a powerful co-pilot that can:  Collaborate seamlessly with Customer Success Managers (CSMs) Provide intelligent insights to revenue leaders  Guide customers to value faster, while improving their […]

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Customer Success Management has matured over the last decade to become a mission-critical practice that efficiently and effectively protects Net Revenue Retention (NRR) and fuels expansion pipeline. As such, Customer Success (CS) has grown to rely on mission-critical platforms that serve as a single source of truth for customer data.

The Gartner® Market Guide to Customer Success Platforms provides valuable insights into the evolving trends and themes shaping this dynamic landscape. As businesses strive to enhance their customer experiences, Gartner highlights key areas that will continue to drive the market forward. Here are our top three takeaways. 

1. Expanded Application of AI, Including Gen AI

We feel the Gartner Market Guide emphasizes the expanding role of artificial intelligence (AI) within Customer Success Platforms. Traditional AI applications, such as automating routine tasks and surfacing relevant customer data, have been around for years. At Gainsight, we launched Horizon AI in 2021. But generative AI is upping the ante on what customers expect from their software vendors. 

This more advanced form of AI is designed to be a powerful co-pilot that can: 

  • Collaborate seamlessly with Customer Success Managers (CSMs)
  • Provide intelligent insights to revenue leaders 
  • Guide customers to value faster, while improving their experience 

Gen AI is expected to play a pivotal role in augmenting CSMs’ capabilities by providing valuable insights, predictions, and recommendations. With this trend in mind, the Gainsight platform is well-positioned to leverage AI not only for streamlining processes but also for AI-driven forecasting, which will have a significant impact on pipeline management. By embracing Gen AI, we empower CSMs to make data-driven decisions and proactively address customer needs.

According to Gartner, 

“Most of the providers are experimenting in use of generative AI for helping teams to generate content, improve personalization, automation and recommendations for customer success managers. This is complemented with their ongoing efforts to use Al as a means to provide more accurate forecasting into renewals—and eventually pipeline.”

2. Enhanced Analytics and Dashboards

In the era of data-driven decision-making, Customer Success Platforms must provide robust analytics and dashboards that enable CSMs to derive meaningful insights from customer data. We think the Gartner report underscores the importance of definable dashboards that empower users to customize and visualize data according to their unique requirements. 

By offering powerful analytics tools and customizable dashboards, Gainsight CS equips CSMs with the ability to monitor customer health, track key performance metrics, and identify opportunities for intervention. These enhanced analytics capabilities enable more informed decision-making and proactive customer engagement, ultimately leading to improved customer satisfaction and retention rates.

3. Integrated Digital Engagement

The Gartner Market Guide, in our opinion, acknowledges the growing significance of integrated digital engagement within Customer Success Platforms. This entails seamlessly integrating digital communication channels, such as email, chat, and social media, into the Customer Success workflow. By doing so, CSMs can efficiently engage with customers at scale through their preferred channels, enhancing communication and responsiveness. 

According to Gartner, 

“To scale CSM practices across different customer segments and product types, the platform must be able to support tech-touch or low-touch models driven through data-driven automation. Integrated digital engagement is also becoming an instrumental component of higher-touch models.”

The Gainsight platform aligns with this trend by offering robust digital engagement features that enable teams to interact with customers in a unified and personalized manner. This integrated approach not only strengthens customer relationships but also drives Customer Success by facilitating timely interventions and support.

Ultimately, even your highest-ARR customers in a high-touch CS model expect an integrated digital experience throughout their journey with your organization and product. 

By aligning the Gainsight platform with these trends, we’re empowering businesses to deliver exceptional customer experiences and drive durable growth in an increasingly competitive marketplace. 

Ready to build the future of Customer Success? Check out Gainsight CS

Gartner, Market Guide for Customer Success Management Platforms, By Michael Maziarka, Maria Marino, Robert Blaisdell, John Quaglietta, Jennifer MacIntosh, 30 August 2023

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission.

Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s Research & Advisory organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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How Digital Customer Education Can Win You More Business https://www.gainsight.com/blog/how-digital-customer-education-can-win-you-more-business/ https://www.gainsight.com/blog/how-digital-customer-education-can-win-you-more-business/#respond Fri, 22 Sep 2023 15:24:20 +0000 https://www.gainsight.com/?p=48906 Digital customer education has traditionally been tied to the post-sale stages of the customer journey—think onboarding and ongoing product adoption. But training can pay dividends before a sale, leading to many more of them. Here’s how to win more business with digital customer education—and how it can help you stand out from the crowd in the increasingly complex business world. How to Stand Out from the Crowd with Digital Customer Education So, how does training your customers help you stand out from the crowd and win more business, even in a down economy when buyers are slashing their budgets? Three ways: It creates a competitive advantage, positions you as a thought leader, and speeds up—and streamlines—the buying process. Competitive Advantage Most industries are ripe with competition—and if they aren’t already, they will be soon. For example, what truly differentiates HubSpot from Klaviyo? How about Mailchimp’s All-in-One Marketing Platform and Salesforce? Very little. Sure, they position themselves differently, and the feature sets aren’t carbon copies. Still, when it comes down to it, they fundamentally help their customers accomplish the same thing: automate marketing. Historically, companies have competed on product features and pricing. Technology companies, in particular, adopted these points of differentiation to gain market share. […]

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Digital customer education has traditionally been tied to the post-sale stages of the customer journey—think onboarding and ongoing product adoption.

But training can pay dividends before a sale, leading to many more of them.

Here’s how to win more business with digital customer education—and how it can help you stand out from the crowd in the increasingly complex business world.

How to Stand Out from the Crowd with Digital Customer Education

So, how does training your customers help you stand out from the crowd and win more business, even in a down economy when buyers are slashing their budgets?

Three ways: It creates a competitive advantage, positions you as a thought leader, and speeds up—and streamlines—the buying process.

Competitive Advantage

Most industries are ripe with competition—and if they aren’t already, they will be soon.

For example, what truly differentiates HubSpot from Klaviyo? How about Mailchimp’s All-in-One Marketing Platform and Salesforce?

Very little.

Sure, they position themselves differently, and the feature sets aren’t carbon copies. Still, when it comes down to it, they fundamentally help their customers accomplish the same thing: automate marketing.

Historically, companies have competed on product features and pricing. Technology companies, in particular, adopted these points of differentiation to gain market share.

Apple, for example, sets itself apart with an easy-to-use UI. HubSpot shot to fame due largely to its laser focus on inbound marketing.

The proliferation of technology and low barriers to entry mean that anyone can start a business. Anyone can update their product and lower their price, too. This has stripped companies of opportunities to separate themselves during the buying process (and renewal talks).

There’s one huge opportunity left, though: digital customer education.

By offering a digital customer academy, you can provide in-market buyers (regardless of their stage of the buying journey) with valuable resources to help them make sense of the product and instill confidence that the post-sale experience will be just as great as the pre-sale one.

Put yourself in your customers’ shoes: Are you more likely to buy a product from a company you know has your back (via customer training) or one that’ll onboard you and then leave you out to dry with a traditional help center and occasional webinar?

Thought Leadership

Think of any well-established company.

HubSpot. Zoom. Ahrefs.

What do they have in common? They’re perpetually linked to their industry due in some part to their commitment to thought leadership; they understand that the most successful companies are the ones that tap into industry conversation and spark discussions that move people to act.

Thought leadership can help raise your company’s profile and increase brand—and product—awareness. Publishing thought-provoking content on relevant platforms allows you to reach a wider audience, generate interest in your products or services, and position yourself as the utmost industry expert, which can be particularly valuable if you’re operating in an emerging and relatively unknown industry.

Thought leadership via digital customer education can come in many forms, including events like webinars and podcasts. Detailed blog articles about pain points, learning paths, and videos can also effectively engage buyers and create a genuine—and eventually profitable—connection.

That said, thought leadership shouldn’t be confined to the company’s owned-and-operated properties, e.g., their website and social channels. Employees should also get in on the action and insert their presence on platforms defaulted by buyers to influence their purchase decisions. According to LinkedIn, 75% of B2B buyers use social media to make buying decisions.

For in-market buyers, the simple post can influence their purchase decisions. It can influence current customers’ decision to renew or the expansion opportunities down the road.

Faster Sales

The down economy and pressure on companies to cut costs are slowing deals like never before.

Digital customer education can speed them up without diminishing the buying experience.

By providing educational resources to potential customers, you show them you’re committed to helping them make informed buying decisions, which builds trust and credibility. You also make it abundantly clear that you won’t leave them flapping in the wind post-implementation.

If you’re running your digital customer education program on the back of a Learning Management System (LMS), your Sales team can also access meaningful insights into learning behavior—for example, courses or content consumed—that can help them improve their pitches and ensure they’re highlighting the right talking points.

On top of that, a digital customer education program can level up your sellers and other customer-facing teams involved in the pre-sale process. The related resources can give them even more in-depth knowledge about the product, the challenges it solves for different industries, and talking points they can bring up during demos and meetings to resonate with prospects.

On Top of It All

There’s no denying that a digital customer education program can dramatically impact in-market buyers, but you’d be remiss not to keep in mind all the ways it can shine after the sale, especially regarding the scale and efficiency of customer-facing teams.

By providing relevant resources, you can help your customers better understand your product or service and unlock its true value—the one promised by your sales team.

Additional Outcomes of Digital Customer Education

  • Improve Scale & Efficiency: Your customers can learn how to use your product or service independently, helping them become more self-sufficient without requiring hand-holding from CSMs and other customer-facing teams.
  • Elevate the Customer Experience: Your customers have instant access to how-to guides, detailed courses, instructional videos, and full-fledged certification programs to make the most of their purchase—no waiting on hold or ad-hoc meeting required.
  • Product/Feature Adoption: Provide your customers with the necessary resources to understand how and why to use your product and features daily.
  • Better CSAT & NPS: Improve CSAT and NPS by providing customers with the information and support they need to unlock your product or service’s full value.
  • Recurring Revenue: Create loyalty, trust, and a sticky product experience that encourages ongoing product adoption, upgrades, and upsells.
  • Customer Retention: Offload training responsibilities from CSMs, enabling them to apply more time and energy to customer renewals and expansion.
  • Lower Supper Costs: Better-trained customers submit fewer support tickets, increasing the support team’s capacity and eliminating the need to increase headcount.
  • Higher Win Rates: Prospects’ confidence improves when they see you invest in digital customer education and are committed to their long-term success with your product or service.

Whether you’re looking at the impact of digital customer education from the pre- or post-sales lens, the image is the same: The goal of digital customer education is to ensure your customers see the value of your product or service.

While that typically means product adoption—and ongoing engagement—after the sale, leading companies know that the customer experience starts well before someone signs the dotted line.

You can deliver value to your customers with digital education throughout their lifetime, which starts with optimizing the buying experience. That’s great for your customers but can help you stand out in a competitive market and win more business.

Learn More

Learn more in our new ebook, The Business Case for Digital Customer Education.

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Five Things To Look for When Shopping for a CS Platform https://www.gainsight.com/blog/five-things-to-look-for-when-shopping-for-a-cs-platform/ https://www.gainsight.com/blog/five-things-to-look-for-when-shopping-for-a-cs-platform/#respond Tue, 19 Sep 2023 14:15:01 +0000 https://www.gainsight.com/?p=48828 Customer success is no longer an afterthought—it’s a strategic imperative. To ensure your customers are not just satisfied but thriving, you need the right tools in your arsenal. Enter the Customer Success Platform, a multifaceted solution designed to empower your team and drive customer satisfaction. But with so many options on the market, how do you choose the perfect fit? Here are five things to look for in a customer success platform. 1. It’s Simple Customer success professionals have a lot on their plates. They need to understand customer needs, monitor product usage, and engage with clients effectively. The last thing they need is a complex, convoluted platform that hinders productivity. Your customer success platform should be intuitive, easy to navigate, and user-friendly. It should empower your team, not bog them down with a steep learning curve. A simple interface ensures that your team can quickly adopt and utilize the platform to its full potential. Look for a solution that streamlines processes, offers a clean design, and minimizes the need for extensive training. 2. It’s Scalable Your business is likely to grow over time, and your customer success platform should grow with it. Scalability is crucial. Your chosen platform should […]

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Customer success is no longer an afterthought—it’s a strategic imperative. To ensure your customers are not just satisfied but thriving, you need the right tools in your arsenal. Enter the Customer Success Platform, a multifaceted solution designed to empower your team and drive customer satisfaction. But with so many options on the market, how do you choose the perfect fit? Here are five things to look for in a customer success platform.

1. It’s Simple

Customer success professionals have a lot on their plates. They need to understand customer needs, monitor product usage, and engage with clients effectively. The last thing they need is a complex, convoluted platform that hinders productivity. Your customer success platform should be intuitive, easy to navigate, and user-friendly. It should empower your team, not bog them down with a steep learning curve.

A simple interface ensures that your team can quickly adopt and utilize the platform to its full potential. Look for a solution that streamlines processes, offers a clean design, and minimizes the need for extensive training.

2. It’s Scalable

Your business is likely to grow over time, and your customer success platform should grow with it. Scalability is crucial. Your chosen platform should be able to accommodate an expanding customer base, increased data volume, and evolving business requirements. It should seamlessly adapt to your changing needs without causing disruptions.

Remember: Don’t just consider your current requirements—consider the potential for future expansion. A scalable CS platform ensures that you won’t have to go through the hassle of migrating to a new system as your business flourishes.

3. It’s Flexible

Every business is unique, and so are its customer success processes. Look for a platform that offers flexibility and customization options. Your platform should adapt to your specific workflows and methodologies, not the other way around.

Customization enables you to tailor the platform to meet your exact needs, whether it’s creating unique customer success plans, defining customer health metrics, or automating specific tasks. A flexible platform empowers you to optimize your processes for maximum efficiency over time. 

4. It’s Future-Proof

Investing in a customer success platform is a long-term commitment. You don’t want to end up with a platform that becomes obsolete in a year. To future-proof your investment, choose a platform that demonstrates a commitment to innovation and staying ahead of industry trends.

Look for a provider that regularly updates and enhances its platform with new features and capabilities. A forward-thinking platform provider will ensure that you’re equipped to address the challenges and opportunities of tomorrow’s customer success landscape, including where it intersects with customer education, community, and product experience. 

5. It’s Powered by Generative AI

Artificial Intelligence (AI) is no longer just a buzzword; it’s a game-changer in customer success. An AI-powered CS platform can analyze vast amounts of customer data, identify trends, and provide valuable insights to guide your customer success strategy. But not all AI is created equal.

When evaluating customer success platforms, look for one that leverages generative AI. Generative AI goes beyond simple data analysis; it can generate predictions, recommend actions, and even automate routine tasks. This means your Customer Success team can focus on building relationships and providing personalized support while the platform handles the data-heavy lifting.

In conclusion, choosing the right customer success platform is a critical decision that can have a significant impact on your business’s growth and customer satisfaction. Look for a platform that’s simple, scalable, flexible, future-proof, and powered by generative AI. With the right platform in place, you’ll be well-equipped to navigate this complex economic landscape and drive success for both your customers and your business.

Learn More 

Learn more about the Gainsight Platform here and Gainsight Customer Success product here.

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Modernize Health Scores in Order to Monetize Retention and Expansion https://www.gainsight.com/blog/modernize-health-scores-in-order-to-monetize-retention-and-expansion/ https://www.gainsight.com/blog/modernize-health-scores-in-order-to-monetize-retention-and-expansion/#respond Thu, 14 Sep 2023 15:51:54 +0000 https://www.gainsight.com/?p=48786 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. You’ll know your customer health scorecards are an asset when you can confidently respond to the executive inquiry: “What does your customer base look like right now?” When posed with that question, you should be able to open up a customer dashboard to quickly see areas where the company excels at delivering value, and also some areas where it can improve. Holistically, you should be able to know which customers are at risk, so that your CSMs and executives understand how to engage to get those customers back on track. On the Grow and Tell Webinar Series, Jackie Liney, Senior Director of Customer Success at XFactor.io, shared the impact her team was able to make by testing, learning, and iterating on their health score model, resulting in a reliable predictor of customer health. 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. While adoption is important to include in the health score model, on its own, it […]

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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.

You’ll know your customer health scorecards are an asset when you can confidently respond to the executive inquiry: “What does your customer base look like right now?” When posed with that question, you should be able to open up a customer dashboard to quickly see areas where the company excels at delivering value, and also some areas where it can improve. Holistically, you should be able to know which customers are at risk, so that your CSMs and executives understand how to engage to get those customers back on track.

On the Grow and Tell Webinar Series, Jackie Liney, Senior Director of Customer Success at XFactor.io, shared the impact her team was able to make by testing, learning, and iterating on their health score model, resulting in a reliable predictor of customer health.

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. While adoption is important to include in the health score model, on its own, it doesn’t provide the full picture.

At XFactor.io, CSMs are informed by health scores that include both qualitative and quantitative measures. Qualitatively, the measure accounts for sentiment and engagement. It’s about understanding the true sentiment and interaction frequency, whether it’s attending meetings, responding to emails, or fostering open conversations with CSMs. 

Quantitatively, the health scores account for value realization, which informs upsell opportunities for the company. Platform usage data rounds out the quantitative approach, offering valuable insights into user behavior and engagement trends.

CSMs Thrive When Health Scoring Is Effective

Customer health scorecards are an essential guide your Customer Success Managers (CSMs) use to prioritize their day-to-day interactions with their assigned accounts. For example, if a low-scoring account has been unresponsive, the CSM can reach out for a proactive check-in. Conversely, a high-scoring account could receive tailored resources with customer education about unused features that represent an opportunity for revenue expansion.

Gathering feedback from your CSMs is also an important aspect of maintaining your health score. Their experiences on the ground can provide valuable insights into the practicality and effectiveness of your scorecard. Remember, it’s not just about the scores; it’s about the actions they inspire and the value they empower your CSMs to bring to your customers.

The Results Are Worth the Effort

Implementing accurate health scores led to success at XFactor.io. For instance, high-risk accounts showed signs of improving health, thanks to targeted interventions triggered by health score thresholds. Through deliberate actions and focusing on high-risk accounts, XFactor.io was able to increase renewals by 20%.

In another example, CSMs identified a downward trend in scores that led to collaboration with the product team to address usability issues. The collaboration helped prevent possible churn as a result of the UI improvements that were implemented.

How to Get Started

Customer health scorecards aren’t a one-size-fits-all solution. What worked yesterday may not work today. To ensure your scorecard remains meaningful, start by revisiting your existing best practices. Analyze historical data to identify any trends or patterns that can be used to create a foundational health score model. 

Over time, you’ll find that the beauty of health scores is their adaptability. Are there new customer behaviors or metrics that should be incorporated? Have certain indicators become less relevant? As your business evolves, you can continuously refine the metrics and weight assigned to various factors in your health score calculations. This iterative process ensures that your health scores remain relevant and aligned with your changing objectives. 

Bonus!

 Need to refresh your health scores? Create powerful scorecards that power customer outcomes with this simple template. 

 

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How Glean Leverages Gainsight Essentials and Generative AI to Drive Customer Success https://www.gainsight.com/blog/how-glean-leverages-gainsight-essentials-and-generative-ai-to-drive-customer-success/ https://www.gainsight.com/blog/how-glean-leverages-gainsight-essentials-and-generative-ai-to-drive-customer-success/#respond Tue, 12 Sep 2023 13:00:19 +0000 https://www.gainsight.com/?p=48714 In a recent episode of Mehtaphysical Musings, Gainsight CEO Nick Mehta spoke with Lauren Kenndey, Head of Customer Success (CS) at Glean. Kennedy is a CS OG, and she’s passionate about the intersection between people, technology, and the ability to solve problems through communication and product development. Kennedy shared her take on what’s changed in CS, what’s stayed the same, and how generative AI is changing the whole game. Let’s dig in.  ICYMI, watch the full episode below. Data Is Key to Intelligent Decisions  One major focus for Kennedy is using the data around customer success to make intelligent decisions and partner cross-functionally with other departments.  Kennedy says, “Gainsight was a game changer [in terms of] there actually being data around Customer Success.”  A major takeaway of our recent Evolution of Customer Success Report is that the strategic value of customer success is higher than ever. 61% of survey participants said they are responsible for revenue growth. As Customer Success becomes an increasingly strategic function in an economy that demands efficiency, arming CS leadership with the data they need to make intelligent decisions is more critical than ever.  “I would say living in the data as much as possible, both […]

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In a recent episode of Mehtaphysical Musings, Gainsight CEO Nick Mehta spoke with Lauren Kenndey, Head of Customer Success (CS) at Glean. Kennedy is a CS OG, and she’s passionate about the intersection between people, technology, and the ability to solve problems through communication and product development. Kennedy shared her take on what’s changed in CS, what’s stayed the same, and how generative AI is changing the whole game. Let’s dig in. 

ICYMI, watch the full episode below.

Data Is Key to Intelligent Decisions 

One major focus for Kennedy is using the data around customer success to make intelligent decisions and partner cross-functionally with other departments. 

Kennedy says, “Gainsight was a game changer [in terms of] there actually being data around Customer Success.” 

A major takeaway of our recent Evolution of Customer Success Report is that the strategic value of customer success is higher than ever. 61% of survey participants said they are responsible for revenue growth. As Customer Success becomes an increasingly strategic function in an economy that demands efficiency, arming CS leadership with the data they need to make intelligent decisions is more critical than ever. 

“I would say living in the data as much as possible, both for decision-making on your own team and partnering cross-functionally with other departments, using the data wherever it exists is just such a powerful way to make intelligent decisions,” says Kennedy. She then recommends asking CSMs to “jump in and fill in more” data as you go. 

AI for CS Is Still a Journey of Constant Discovery 

As an enterprise search technology, Glean has always leveraged AI. But, in the last few months, AI has changed a lot. Generative AI is radically transforming how we do business and develop software.

Kennedy and Mehta agreed that no one has figured it all out yet. It’s still constantly evolving, and so are our use cases for it. But one thing is clear: The potential for generative AI to revolutionize how we drive customer success is endless. 

There are many ways that Kennedy’s team at Glean is using AI, but she’s most excited about leveraging the technology to make smarter Customer Success Manager (CSM) work assignments. 

Kennedy says she’s working with her engineering team to develop “a bot to help assign accounts to CSMs when new accounts come in.” She says, “Leaders are always having to think about: what’s their current bandwidth, what’s their location, their time zone, their segment of customers … can AI help me with that?” 

Gainsight Essentials at Glean

They also discussed how Glean leveraged Gainsight Essentials to rapidly grow from start-up to scale-up. 

Gainsight Essentials is designed to help you start and scale your journey at the pace that suits your needs—and your customers’ needs—most efficiently and effectively. With CS Essentials, you can get a comprehensive view of your customer overall health and likeliness to renew based on activity, sentiment, and more, and get early warning system of trends and risks so you can act early to reduce churn and empower your team to scale with proven actions that deliver outcomes.

Kennedy says automation and robust customer health scores are both key differentiators that helped her CSMs become more efficient. 

Gainsight Essentials helped Glean’s CS team “move away from the job part of the job and towards more strategic motions,” says Kennedy. 

We’ve certainly come a long way from relying on spreadsheets, as companies like Glean are leading the transformation of the CS function to be more efficient, strategic, and impactful. 

Take Gainsight for a Joyride 

Take Gainsight out for a Joyride and experience the speed, handling, and power of the world’s leading customer success platform.

 

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2023 Customer Success Compensation Survey Benchmarks: See How You Stack Up https://www.gainsight.com/blog/2023-customer-success-compensation-survey-benchmarks-see-how-you-stack-up/ https://www.gainsight.com/blog/2023-customer-success-compensation-survey-benchmarks-see-how-you-stack-up/#respond Fri, 08 Sep 2023 15:09:53 +0000 https://www.gainsight.com/?p=48701 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. Even in an atmosphere of cautious capital, 98% of companies plan to maintain or grow their CS org in 2023. As the importance of Customer Success continues to grow and evolve, so do the roles and compensation structures within the field. That’s why Gainsight, in partnership with Benchmarkit (formerly called RevOps Squared), surveyed over 750 CS professionals to understand capacity and compensation trends across the org chart. Check out our findings in the Evolution of Customer Success Report: Role Expansion and Compensation in 2023. But wait, there’s more! See where you stack up against industry averages in our Compensation Survey Benchmark tool. Need a TL;DR? Here are a few highlights from the report. 1. Customer Success Is a Strategic Imperative Customer Success has come a long way since its inception. Initially, it was seen as a support function, focused on resolving customer issues and ensuring they were satisfied with the product or service. However, businesses quickly realized that successful customer relationships were pivotal for growth and sustainability. Today, Customer Success has […]

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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. Even in an atmosphere of cautious capital, 98% of companies plan to maintain or grow their CS org in 2023.

As the importance of Customer Success continues to grow and evolve, so do the roles and compensation structures within the field. That’s why Gainsight, in partnership with Benchmarkit (formerly called RevOps Squared), surveyed over 750 CS professionals to understand capacity and compensation trends across the org chart. Check out our findings in the Evolution of Customer Success Report: Role Expansion and Compensation in 2023.

But wait, there’s more! See where you stack up against industry averages in our Compensation Survey Benchmark tool.

Need a TL;DR? Here are a few highlights from the report.

Picard Too Long Didnt Read GIF - Find & Share on GIPHY

1. Customer Success Is a Strategic Imperative

Customer Success has come a long way since its inception. Initially, it was seen as a support function, focused on resolving customer issues and ensuring they were satisfied with the product or service. However, businesses quickly realized that successful customer relationships were pivotal for growth and sustainability.

Today, Customer Success has become a critical growth engine by:

  • Reducing Customer Acquisition Cost (CAC)
  • Boosting Net Revenue Retention (NRR)
  • Spurring lightning-fast Time to Value (TTV)

Customer Success teams are the frontline warriors in ensuring customers achieve their desired outcomes and continue to derive value from your products or services. And, increasingly, we’re giving them digital superpowers to accomplish more than ever before.

2. Customer Success Roles Are Evolving

Evolution Evolve GIF - Find & Share on GIPHY

 

As the importance of Customer Success has grown, so too have the roles within this field. Customer Success Managers (CSMs) are no longer just reactive problem-solvers; they have transformed into proactive strategists, advocates, and growth drivers for their customers.

Here are some key ways Customer Success roles have evolved:

Strategic Advisors

CSMs are no longer confined to addressing customer issues ad hoc. They now work closely with customers to understand their business goals and align product usage with these objectives.

Product Specialists

CSMs are expected to have an in-depth understanding of the product or service they support. They guide customers on how to leverage its features to maximize value.

Advocates for Customers

CSMs advocate for their customers within their own organizations, ensuring that customer feedback and needs are heard and addressed.

Data-Driven Decision Makers

With the advent of powerful digital tools like generative AI and advanced analytics, CSMs rely on data to make informed decisions, identify trends, and proactively address potential issues.

C-Level Roles

It’s official: Customer Success (CS) is firmly established at the adults’ table. A reported 27% of companies indicated they had a Chief Customer Officer (CCO) and 20% had SVPs of CS.

3. Digital Customer Success Is the Solution for Scale

Another major finding of our recent survey? Digital customer success is here to stay. Over one-third of companies have already established formal digital customer success roles.

Digital CS is the answer to efficiently and effectively scale customer success efforts. It’s also the future of how we expect to interact with service providers—through a seamlessly integrated digital and in-person journey.

By leveraging Digital CS, organizations can provide a consistent, personalized, and even predictive customer experience at scale. This not only enhances customer satisfaction, but also allows CSMs to focus on higher-value tasks.

Learn More

As you adapt to these changes, don’t forget the importance of fair and competitive compensation for your Customer Success team. Explore Gainsight’s Compensation Survey Benchmarks tool to gauge how your CS team’s compensation and capacity stack up against industry standards.

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Gainsight G2 Reviews Highlight Unbeatable Value https://www.gainsight.com/blog/gainsight-g2-reviews-highlight-unbeatable-value/ https://www.gainsight.com/blog/gainsight-g2-reviews-highlight-unbeatable-value/#respond Thu, 07 Sep 2023 13:00:45 +0000 https://www.gainsight.com/?p=48649 Choosing a new technology for your team can be a daunting task—especially a platform powerful enough to support your Customer Success operation. That’s why at Gainsight, we take delivering value very seriously.  But you don’t have to take our word for it. Check out what our customers have to say on G2 about how they leveraged the Gainsight platform to centralize their customer data, transform their Customer Success (CS) operations, and drive value for their customers. Here’s a snapshot of what our customers are currently saying about Gainsight CS.  Our Customers Gain Efficiency  Every corner of the SaaS world is tasked with working more efficiently under these market conditions. That’s why we help our customers envision and engineer more efficient ways of working from day 1.   Here’s what Sam H., an enterprise customer, has to say about working more efficiently with Gainsight CS.  Our Customers Gain a Single Source of Truth  Creating a single source of truth for customer data on one AI-enbabled platform is a game-changer for Gainsight customers, like Chris W., a Global Head of Customer Success. Our Customers Gain Scale  Gainsight is a must-have for scaling CS teams, as our platform offers the ability to customize your […]

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Choosing a new technology for your team can be a daunting task—especially a platform powerful enough to support your Customer Success operation. That’s why at Gainsight, we take delivering value very seriously. 

But you don’t have to take our word for it. Check out what our customers have to say on G2 about how they leveraged the Gainsight platform to centralize their customer data, transform their Customer Success (CS) operations, and drive value for their customers.

Here’s a snapshot of what our customers are currently saying about Gainsight CS. 

Our Customers Gain Efficiency 

Every corner of the SaaS world is tasked with working more efficiently under these market conditions. That’s why we help our customers envision and engineer more efficient ways of working from day 1.  

Here’s what Sam H., an enterprise customer, has to say about working more efficiently with Gainsight CS. 

Our Customers Gain a Single Source of Truth 

Creating a single source of truth for customer data on one AI-enbabled platform is a game-changer for Gainsight customers, like Chris W., a Global Head of Customer Success.

Our Customers Gain Scale 

Gainsight is a must-have for scaling CS teams, as our platform offers the ability to customize your operation as your business grows. 

Here’s what one CS Operations Manager, Shannon M., has to say about Gainsight CS.

Our Customers Gain the Engine and Backbone of CS

Ultimately, Gainsight is the unparalleled leader of the CS industry. With a more sophisticated scorecard, more feature customization, more efficient ways of working, and the first AI engine of its kind, Gainsight simply offers more. 

According to one head of CS Ops, Gainsight is the engine and backbone of Customer Success. 

Join the Conversation

Are you a Gainsight customer? Write a G2 review today! 

Ready to see what you’re missing? Take Gainsight for a Joyride. 

 

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