SOURCE: Gainsight

Gainsight

January 23, 2014 13:47 ET

Gainsight Creates Customer Success Influencers Community and Launches Online Resource Center to Evangelize Customer Success Best Practices

Malcolm Gladwell to Keynote Pulse 2014, Customer Success Industry's Annual Conference

MOUNTAIN VIEW, CA--(Marketwired - Jan 23, 2014) -  Gainsight, the leading Customer Success Management solution, today introduced the Customer Success Influencers (CSI) Community, an elite group of Customer Success Management experts from Adobe EchoSign, Marketo, Xactly and many other leading companies, brought together to develop and share best practices for the emerging industry. Gainsight also today launched the Customer Success Resource Center, the industry's first and only online destination site for customer success best practices. The Resource Center will give customer success professionals a unique opportunity to learn industry tips and tricks directly from recognized experts in their field. As the customer success movement gains momentum, Gainsight announced that celebrated business luminary Malcolm Gladwell will keynote Pulse 2014, the esteemed annual conference dedicated to customer success.

"The nascent Customer Success category is rapidly expanding in both practice and recognition. It is playing a fundamental role in the success of today's largest companies," said Dan Steinman, Chief Customer Officer, Gainsight. "Crucial questions are being asked about customer success, and finding someone to turn to for answers -- the right answers -- can prove challenging. We have built a community where these conversations can happen easily, where anyone can learn about sanctioned best practices from recognized Customer Success Management experts. We're excited to pave the path and look forward to witnessing the rapid growth and evolution of this community."

Industry Experts Form Alliance to Shape the Future of Customer Success
As more and more businesses are developing a customer success strategy, the need to create and curate industry best practices has become paramount. The Customer Success Influencers (CSI) Community pools the collective experiences and learnings from leading customer success experts into a continual stream of fresh content on Gainsight's Customer Success Resource Center. The experts are also advising and participating in Pulse 2014, the annual conference dedicated to all things customer success.

"The Customer Success Influencers' mandate to drive thought leadership and best practices around customer success will help practitioners improve their companies' bottom lines in the subscription economy. By sharing our experiences and perspectives, we will not only learn from each other, but also help enable innovative companies who are looking to become experts in delivering customer success," said Amanda Schmidt of Adobe EchoSign. "I'm honored to be part of this group of influential industry experts and look forward to making an impact with our collaboration on shaping customer success outcomes for legions of companies."

The Customer Success Influencers will be involved with:

  • Contributed Articles. Each week, two articles will be published from the community on Gainsight's Customer Success Resource Center covering a variety of foundational topics, such as "How to Structure a Customer Success Management Team," "How to Compensate Your Customer Success Managers," and more.
  • Speaking Engagements. A range of speaking opportunities at both live and online events will be offered to Customer Success Influencers in order for them to share their experiences, advice and perspectives with the growing community.
  • Trusted Advisory on Pulse. Last year was the inaugural debut of Pulse, the Customer Success industry's first conference, which drew in over 300 attendees and speakers including Geoffrey Moore, Aaron Levie, Tien Tzuo and others. This year, for Pulse 2014, Gainsight has actively engaged the Customer Success Influencers to advise on the direction and content of the event as well as participate by speaking or leading key breakout sessions.

Online Destination Site for Customer Success Best Practices
The Gainsight Customer Success Resource Center offers the first and only online destination for all things related to customer success education. Customer success professionals now have a place to go to learn core principles, such as how to structure a Quarterly Business Review or measure customer health, and CEOs have a place to go to learn how to build a Customer Success team and what to look for in that critical VP Customer Success hire.

The center's curated content collects experiences and best practices from the most prolific leaders in customer success today, and includes articles, webinars, infographics, videos and more. Readers will also have the ability to subscribe to Gainsight's weekly newsletter, Customer Success Beat, which summarizes all of the latest happenings in the Customer Success community, including career opportunities and upcoming events.

Premier Customer Success Event Attracts Industry Heavyweights
In its second year, Pulse 2014 will bring together the industry's leading innovators to discuss Customer Success strategies that can help companies proactively manage retention, reduce churn and identify up-sell opportunities within their customer base. Last year, Pulse set the bar high by attracting over 300 executives to San Francisco and reached over 3.6 million impressions on Twitter, marking the official kickoff of the Customer Success movement. This year, expectations will be exceeded, with Malcolm Gladwell keynoting the second annual Pulse Conference on May 13th and 14th at the Intercontinental Hotel in San Francisco.

"Pulse 2013 was the best conference of any kind that I have ever attended," said Josh Santos, director of Customer Success at Clarizen. "I will absolutely be there in 2014, even if my company doesn't pick up the tab."

At the forefront of a dramatic shift in the way organizations harness data to manage customer success, Gainsight has experienced a surge in companies -- including Angie's List, Castlight Health, Informatica and Marketo -- turning to Customer Success Management (CSM) and Gainsight as the foundation for building a customer-centric culture across their entire organizations. Designed to make Customer Success Management an integral part of how the entire enterprise operates, Gainsight delivers a 360 degree view into the health and engagement of an organization's customer base through existing data. Because Gainsight looks at all of the touchpoints in a customer relationship, not just individual attributes like product or feature usage or survey responses, users get a complete picture of each customer across the customer lifecycle.

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About Gainsight
Gainsight, the first and only complete Customer Success Management solution, helps businesses reduce churn, increase up-sell and drive Customer Success. The company's SaaS suite integrates with Salesforce and uses Big Data analytics to evaluate sales data, usage logs, support tickets, surveys and other sources of customer intelligence. In this way, Gainsight provides a 360° view of customers and drives retention across Customer Success, sales, marketing, executive and product management. Learn how leading companies like Angie's List, Castlight Health, Marketo and Informatica are using Gainsight to help their customers succeed at www.gainsight.com.

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