SOURCE: Gainsight

Gainsight

September 17, 2013 12:00 ET

Leading Recurring Revenue Companies Drive Customer Success Using Gainsight

Rapid Growth of Subscription Economy Drives Need for Customer Success Management Technology

MOUNTAIN VIEW, CA--(Marketwired - Sep 17, 2013) - Gainsight, the leading Customer Success Management solution, today announced that the Gainsight technology platform has become the standard Customer Success solution for leading companies including Marketo, Xactly and Intacct. Delivered as a SaaS suite integrated into Salesforce, Gainsight centralizes customer vital signs, leverages predictive analytics to score customer health, and drives customer retention and up-sell workflow across all departments in the enterprise. Companies using Gainsight benefit from reduced churn rates and increased revenue by prioritizing Customer Success efforts across their organizations.

"In the era of Big Data, companies have more information about their customers than ever before, but they struggle to efficiently analyze all of that data in one place," said Nick Mehta, CEO of Gainsight. "Gainsight is leading the charge to help businesses get proactive about their Customer Success efforts, and companies are responding with overwhelming interest. By bringing together various sources of customer data and analyzing it in one platform, we are enabling our customers to better service their users, resulting in happier customers and less churn."

Over the past decade, companies have leveraged new advances in data, analytics and automation to accelerate customer acquisition efforts from marketing through sales; however, customer retention has been largely marginalized, with many organizations continuing to rely on outdated manual processes like spreadsheets and database exports. With the rise in popularity of the recurring revenue business model, companies today are increasingly being paid over time versus up front, and customer retention represents a huge revenue opportunity. The problem, until now, is that siloed data sets, error-prone guesswork and manual workflows have prevented companies from getting a 360° understanding of their customers and driving aligned customer retention efforts.

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. With Gainsight, Customer Success and Account Management teams can track product adoption and usage and receive automated, early warnings about churn risk; Sales teams can identify up-sell and reference opportunities and forecast renewals; and Executive teams can track and analyze churn.

SaaS companies that use Gainsight include Marketo, the provider of a leading cloud-based marketing software platform; Xactly, the leader in on-demand incentive compensation and sales performance management; Intacct, a leader in cloud financial management and accounting software; Eloqua, the marketing system of record for modern marketers; Hightail (formerly YouSendIt), a leading cloud file collaboration service; and Kontagent, a pioneer in mobile analytics.

"Customer Success Management is all about having a true 360 degree view of the customer," said Greg Higham, CIO at Marketo. "In the days of subscription-based software, really being in touch with your customers is critical -- retention is key in this subscription-based economy. This 360 view that we talk about has historically been lip service -- we all want it, but our ability to get it has been quite challenged. Gainsight provides that solution. They are at the forefront of a huge opportunity in the market where companies like Marketo are looking for that true 360 view of their customer."

"The name of the game for SaaS vendors is adoption. In our department, adoption is what we focus on, and it makes the renewal a non-event. So really understanding how our customers are using our solutions, and making sure they are successful, is what Gainsight has provided us -- that visibility and ability to respond is critical," said Bernie Kassar, vice president of customer success and support, Xactly. "I continue to believe that the future of Customer Success is all about visibility and early risk mitigation. It's all about getting alerts before significant events happen so you can manage your relationship with your customer."

"The big value we get out of Gainsight is bringing together, in one 360 degree dashboard view, everything that is going on with each customer," said Kathy Lord, vice president of sales and customer success, Intacct. "Whether it's their changes in NPS score over time, their product usage over time, or the lifetime value and how that has grown or declined over time -- it's all available to us with just one click of the mouse. In real time, when our Customer Success Managers are talking with a client, they know exactly how to respond, what the issues are, and how happy that client is."

Gainsight recently announced the release of its Growth Management Module, which enables sales teams to intelligently forecast renewals, proactively identify up-sell opportunities and automatically flag out-of-compliance customers.

For more information about how leading enterprises are driving Customer Success using Gainsight's Customer Success Management platform, please visit http://www.gainsight.com/customers.

Join Gainsight's upcoming webinar, Building a Customer Success Team, on September 25, 2013 at 11 a.m. PT. Sign up here: http://www.gainsight.com/events/building-customer-success-team.

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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