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It’s no secret that prioritizing customer success is directly related to business value. A recent survey by customer success software platform Gainsight backed this up and found that churn reduction and product adoption were, in fact, top priorities for more than 80% of respondents.
In an effort to empower companies to focus on product innovation, customer collaboration and management, Gainsight just released several AI-powered updates to its Customer Success (CS) technology platform at its annual conference. Pulse 2022held this week in San Francisco.
Founded in 2009, Gainsight focuses on bringing customer-facing teams and data together into actionable dashboards and playbooks. The platform is designed to enable businesses to drive growth through net revenue retention and product adoption. The solution combines customer success, product experience, and community software for a unified perspective of the customer journey, user experience (UX), and collaboration.
“Customer success is evolving from a single department responsibility to a company-wide initiative,” said Maksim Ovsyannikovexecutive vice president of products and design at to gain understanding. “As a result, executives at SaaS [software-as-a-service] companies are adopting new KPIs and frameworks that require multiple departments such as product management, sales, marketing, etc. to work with customer success teams to deliver value and positive business outcomes for their customers.”
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A fully digital touch to customer collaboration
The new features Gainsight has introduced are Nucleus and Nucleus Spaces, both of which are designed to enable businesses to engage with their customers at scale through a variety of resources, including community content, product documentation, success planning, and adoption trends. .
“Nucleus and Nucleus Spaces are designed to bring together all customer content, product feedback/ideation, and other customer-facing capabilities across Gainsight’s product lines (CS, PX, inSided) into a centralized customer-facing hub,” Ovsynaikov said. “With Nucleus, companies can digitally scale collaboration, education and support and efficiently drive success at all stages of the customer journey.”
Customer-oriented product innovation
With this release, Gainsight hopes to bring the voice of customers and customer communities closer to product management teams. Product requests recognize the overlap between customer success and product teams when it comes to capturing customer requests common to both Gainsight 360 and Product Board. For example, this makes it easier for customer success teams to submit product requests directly in Gainsight CS to product management teams and track the progress of those requests in a structured way.
AI-optimized customer management
Gainsight says it uses the power of AI to optimize critical aspects of customer management at scale to drive higher adoption and minimize churn. Gainsight’s Journey Optimizer, Scorecard Optimizer and Retention Optimizer – all powered by the company powered by Horizon AI – Helping customers understand the ever-growing amounts of data and help them find deeper insights into the customer journey. Specific features of the new offering include:
- Journey Optimize automatically suggests which steps to add to a customer journey.
- Scorecard Optimizer improves the accuracy of a company’s existing health scoring model. It makes intelligent recommendations for scorecard changes – such as different weightings, new measures to include, and thresholds – to improve the accuracy and predictive power of scorecards.
- Product teams can use Retention Optimizer to provide customers with a better product experience. The Horizon AI-enabled capability automatically identifies the stickiest features and provides opportunities to further improve user retention. With this, Gainsight says its customers get new product insights without spending time trying to discover them.
Along with the product announcements, Gainsight also launched The Durable Growth Playbook, a framework focusing on the six key cross-departmental steps SaaS companies can take today to drive growth that tolerates market headwinds.
By leveraging these best practices, Gainsight says companies can better anticipate the risk factors associated with churn, drive greater product adoption, identify expansions, and ultimately increase net revenue retention.