SOURCE: Gainsight

Gainsight

April 17, 2013 07:30 ET

Gainsight Leverages Big Data to Connect the Dots Between Customer Success and Sales

New Module Increases Renewal and Up-Sell for Leading Recurring Revenue Companies

MOUNTAIN VIEW, CA--(Marketwired - Apr 17, 2013) - Gainsight, formerly known as JBara Software, the leading Customer Success Management solution, today unveiled the first and only Growth Management Module, which enables sales teams to intelligently forecast renewals, proactively identify up-sell opportunities and automatically flag out-of-compliance customers. Delivered as a SaaS suite integrated into Salesforce, Gainsight centralizes customer vital signs, leverages predictive analytics to score customer health and drives customer retention workflow and automation across all departments in the enterprise.

"The decision for a subscription business to become authentically customer-centric requires a shared vision across the entire organization, and commitment to that vision in structure, process and technology to achieve the goal," said Mikael Blaisdell, director and analyst, Mikael Blaisdell & Associates. "Focusing on churn is important, but it is equally as important to identify the happy customers that represent incremental revenue opportunities for your company. Gainsight gives you the visibility, automation and workflow to increase the revenue value of your existing customers."

New Gainsight Growth Management Module
As the newest addition to its customer success solution, Gainsight's Growth Management Module includes:

  • Up-Sell Alerts: Within Salesforce, sales teams get alerted to indicators of up-sell opportunity including upcoming renewal dates, positive survey feedback and product / feature adoption metrics.
  • Renewal Dashboard: Sales reps can quickly view upcoming renewals and see in-line relevant customer health indicators including survey scores, product / feature usage trends and other customer intelligence data.
  • Out-of-Compliance Reports: Sales management can easily identify customers over-utilizing allocated licenses and contact them for up-sell and renewal discussions.

Mining Actionable Insights from Customer Data
Gainsight enables businesses to proactively manage retention, reduce unexpected churn and identify up-sell opportunities by leveraging Big Data analytics across sales data, usage logs, support tickets, surveys and other sources of customer intelligence. Designed to make Customer Success Management an integral part of how the entire enterprise operates, Gainsight delivers a complete 360° view into the health and engagement of an organization's customer base.

"At Marketo, we believe in aligning everything we do around our customers," said Greg Higham, CIO at Marketo. "Gainsight helps us understand our clients across the customer lifecycle and our entire organization from marketing, sales and onboarding to customer success, product management and the executive team. In this way, we can align our efforts to maximize customer retention, identify up-sell opportunities and improve customer satisfaction."

"Our sales organization required more visibility into customer data in order to better serve our customers," said Eric Johnson, vice president, finance at Jive Software. "Before working with Gainsight, managing our most valuable asset -- customers -- using information from multiple systems was not effective or scalable. Gainsight allowed us to turn our silos of customer data into one easily viewable customer intelligence platform to identify opportunities for increasing customer adoption and driving up-sell revenue."

"Gainsight gives us the confidence that none of our customer accounts will ever fall through the cracks," said Christopher Cabrera, CEO of Xactly. "The lifetime value of just one customer saved using Gainsight has valuable ROI. Between the just-in-time identification of at-risk customers in order to intervene and improved staff efficiency using the technology, we've paid for the Gainsight solution several times over so far."

With the strategic addition of SaaS industry veteran Nick Mehta as CEO, as well as ongoing product advancements, Gainsight is quickly solidifying its position as the go-to customer retention solution.

"Companies today are going through a big transition -- business models are changing. A vendor's success depends on a customer's success, and we need to start using the best practices and Big Data technology that is applied to customer acquisition to the area of customer retention," said Nick Mehta, CEO of Gainsight. "Companies have a huge digital breadcrumb trail of customer data but it's siloed across systems and departments and not well-leveraged. Gainsight is solving this problem by analyzing customer vital signs to reduce churn, increase up-sell and maximize customer success."

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 Marketo, Jive Software, Informatica and Eloqua are using Gainsight to help their customers succeed at www.gainsight.com.

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Blog: www.gainsight.com/blog
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