Gainsight

Explore the intersection of AI and human potential with us at part 3️⃣ of our Human-First AI webinar series on July 10 at 9am PT! Discover how AI can rapidly transform your team and customer-base, personalize self-service programs and foster engaging networking opportunities. 🧠 The future of AI is here and it's more human than you think. Register now! https://bit.ly/3x98M8q #AI #Webinar #HumanFirstAI #CustomerSuccess

Some of today’s most successful businesses became what they are after reframing their thinking. 🏠 Airbnb reframed its concept of renting spare rooms to offer unique travel experiences with local immersion. This resonated with a new generation of travelers, disrupting the hospitality market by providing an alternative lodging option. 🍿 Netflix reframed itself from a DVD rental business to a leader in on-demand entertainment streaming. They capitalized on the shift in consumer behavior and invested heavily in original content, becoming a global streaming giant. ☕ Starbucks reframed its stores as the "third place"—a welcoming environment between work and home. This focus on experience and community fostered customer loyalty and brand differentiation. Smart business leaders spend time rethinking and reframing what they believe about their organizations. Smart CROs in particular reframe how they think about customer success, shifting it from a team focused on customer retention to thinking about it as a place where they can find business growth. From our recent blog on Why CROs Are Integrating Customer Success Into Their Revenue Playbook Inspiration: “Customer Success is traditionally seen as a post-sales function, aiming to help customers realize value in support of retention and renewal goals. However, its potential impact on revenue growth is profound and multifaceted. When executed well, customer success transforms customer satisfaction into a strategic tool that enhances upsell opportunities, reduces churn, and fosters brand advocacy.” Revenue teams that still see customer success as a siloed function (stepping in only after a deal closes) need to reframe those beliefs because they will inevitably leave opportunities on the table. 👉 Read more on our blog: https://bit.ly/3RPcr2h #CROs #CustomerSuccess #Revenue

Curious about the future of Customer Success with Human-First AI at Gainsight? Meenal Shukla, Senior Director, Customer Success breaks it down for us in our latest blog on quantifying the impact of Human-First AI. By leveraging generative AI, we enable customer-facing teams to spend less time on administrative tasks and more on their clients and teams. Key features include: ✉️ AI Follow Up: This feature is saving Customer Success Managers (CSMs) an average of 10 hours per week by automating meeting notes, capturing customer sentiment, and listing action items. This allows CSMs to focus more on building relationships and strategic tasks, significantly reducing cost-to-serve and increasing account ratios. ☑️ AI Cheat Sheet: Enhances executive efficiency by generating detailed customer summaries from Gainsight Timeline data. This feature saves executives 5 hours per week on meeting preparation, enabling more meaningful and action-oriented customer interactions. 💡 Learn more about how Human-First AI can elevate your CS strategy at https://bit.ly/4eCVF0a. 🔗 Read the full blog here: https://bit.ly/3W0LXgR

Catch up on the final episode of the CS Masterclass series! 🎙️ Daphne Costa Lopes chats to Kellie Capote, CCO, Gainsight to discuss Creating a #Revenue Generating Customer Success Team Key points include: 🤝 What Value the #CS Team Creates for the Business: Understanding how they drive overall business success to better communicate to leadership and cross-functional partners. 💰 How to Finish the Swing in Customer Success by Generating Revenue: Transform your Customer Success initiatives into direct revenue streams, ensuring your team’s efforts are both impactful and measurable. Listen here: https://lnkd.in/eAjwVC8R

🚀 We are excited to share insights from Gainsight's CXO Summit EMEA 2024 🌍 where 60 Customer Success execs delved into the future of CS, exploring the transformative power of AI, the nuances of community building, and the alignment of CS with revenue goals. 🗝️Here are the key takeaways: 1️⃣ AI has profoundly transformed CS leadership in EMEA, bridging human connections and streamlining processes. Human-First AI empowers teams to achieve success in ways that resonate deeply with both customers and internal stakeholders. 2️⃣ Engaged communities have a direct impact on improved business metrics. Strategic community management that aligns with cross-functional goals across teams creates mutual benefits for all involved parties. 3️⃣ Aligning Customer Success initiatives with revenue generation ensures that customers perceive their investment in success as both impactful and quantifiable. 4️⃣ Education plays a critical role in empowering customers to fully utilize products and services. Top strategies include offering tailored educational content, utilizing digital platforms for scalable training, and engaging customers through interactive and personalized learning experiences. Excited to implement these strategies to drive exceptional customer outcomes? What's your top priority in CS this year? #CustomerSuccess #CXO2024 #HumanFirstAI Read more about the summit insights here: https://bit.ly/4eKW4h0

Growth is great, but growth can hurt. 📈 Teams get stretched. Tools get tested. And budgets can sometimes get busted. That’s the situation Harri, an all-in-one human capital management platform focused on the hospitality industry, found itself in a few years ago. The company was growing quickly, and that meant the needs of its customer success team were too. What had worked before wasn’t going to work now, and CS leadership knew it. 📊 “We were growing and costs were quite challenging back then to find the right tool,” said Dan Maimone, Head of Customer Success and Global Director of Customer Success Operations. “We wanted to consolidate our tools to be in one place—we didn’t want to have six different tools across the customer success function.” 🧳 No company can afford for customer service to become slow, disjointed, or unsatisfying. But that’s what you risk when you ask your CS teams to use multiple platforms to do what should be a highly informed and highly connected job. The Harri team knew this, and that’s why they were looking for a single platform that would bring all the customer service, customer education, and product experience tools its CSMs needed into a single platform. They were able to do that with Gainsight CS, PX, and CE. That allowed them to: - More easily execute and manage the NPS scoring process. ✨ - Use tools that integrate seamlessly with the Gainsight platform to save their CSMs hours per work on menial tasks. ⏱️ - Improve and increase engagement with their customer education platform by using micro-learning paths. 📚 This is just part of the Harri story, if you want to know more about how Gainsight helped them transform the performance and effectiveness of their customer success team, read the case study at the link in the comments. 🔗

🌟 Reflecting on an incredible experience at our CxO Napa Lunch Retreat! 🌟 We had the privilege of gathering at the beautiful Beringer Wine Estates 🍷 in St. Helena for an exclusive event for CS leaders. This unique retreat provided a wonderful opportunity to connect with fellow Customer Success professionals and discuss the current state of CS. The discussions were deeply insightful as we explored how AI is driving positive change for CS teams and customers, enhancing experiences, and delivering impactful results. Sharing innovative strategies and exchanging ideas in such an inspiring setting (check out our lunch under the Redwoods 😍 🌲 ✨) was truly enriching. A heartfelt thank you to everyone who attended and contributed to the engaging and thought-provoking sessions: Stephanie Berner at Atlassian, Elisabeth Zornes at Autodesk, Sudip Datta at Blackbaud, Indira Deonandan, PMP at Cognite, Aditya Vasudevan at Cohesity, John O'Melia at Contentsquare, Wen Yao at Drata, Shea Heath at Epsilon, Raj Sahota (he/him) at Equinix, Ansa Sekharan at Informatica, Declan M. at LinkedIn,Lucas da Silveira at LSEG (London Stock Exchange Group), Anisa Kumar at Narvar, Kshama Swamy at PAR Technology, April Oman at Resilinc, Nitin Badjatia at SAP, .Jeff Romano at Saviynt, Rohit Khanna at Smarsh. Looking forward to continuing the conversation and implementing the great ideas we shared! #CustomerSuccess #AI #Leadership #CxONapaLunchRetreat #HumanFirstAI

Final Call! 3 days left to purchase 2-for-1 tickets to Pulse Europe ⏰ Don’t miss this chance to join 1,100+ #CustomerSuccess, #Community, and #CustomerEducation thought leaders in Amsterdam, November 13-14! 🎟️🎟️ 👉 Grab your tickets today before the offer ends July 1st: https://lnkd.in/dzQq2s3r

Building a community for your business is crucial as it fosters customer loyalty ⭐ , enhances brand visibility ⬆️ , and encourages user engagement 💥 . A strong community can drive organic growth, provide valuable feedback, and create a network of advocates who support and promote your brand. However, many companies without established communities become fixated on the benefits, often neglecting the crucial initial step: actually taking the time to build a community in the first place.🛠️ As part of our webinar series on peer-to-peer engagement, we recently spoke with Madalina Cristil and Safiya Mohamed from Veeam Software's community team. They provided valuable insights into Veeam’s nearly two-decade-long journey to intentionally build a community that yields significant benefits. They left us with 3️⃣ takeaways. You can find all three in the post linked in the comments or watch the full webinar replay through the link at the bottom of the post. The most significant takeaway, in our view, was that they didn’t try to force anything to happen. Instead, they built on the community that naturally formed on its own. 🌱 Here’s an excerpt from our blog explaining how Veeam Software did that: “In an effort to expand the community that grew organically, Veeam implemented a super user program to reward engagement in the community. They formed Veeam Vanguards, Legends, and MVPs, all groups that catered to each members’ interests and connection to the company. The Vanguards were customers that shared helpful content to the public, Legends were technical experts who helped across platforms, and the MVPs were Veeam employees who were also super users.” There are a couple more insights in the post, and they are definitely things you should read, because Veeam appears to have this community thing down. Through its efforts Veeam increased its organic reach by 72.5% with a 16.9% increase in engagement and support. To learn more about Veeam’s peer-to-peer engagement strategy and the results they’ve earned, watch the entire webinar on demand: https://bit.ly/4b3uuIY.

Couldn't make it to CxO EMEA 2024? No problem - check out our latest blog for a recap on the top insights and priorities from #CS leaders that were discussed during the summit ✨ 🚀 To get up to speed, click here: https://lnkd.in/gdyMEyJp