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San Francisco, California (December 8, 2022) Gainsight announced today that Zoom Video Communications, Inc. has selected Gainsight to help the organization with both high-touch and long-tail Customer Success capabilities they need to achieve scale, improve retention, and increase visibility into customer data.

Gainsight will help Zoom coordinate human and digital outreach in one integrated customer journey, providing Customer Success Managers, Renewal Managers, and Customer Success Admins with automated support and integrated workflows to help them increase retention at scale.

Zoom is an industry-leading video communications platform that connects enterprises, small businesses, and individuals through video communications. As the company’s growth accelerated from 2018-2022, it became clear that Zoom needed a Customer Success solution with a deep set of capabilities that would allow them to scale and optimize for the future. The Gainsight Journey Orchestrator tool, in particular, was seen as an upgrade, delivering a blend of human and digital outreach at scale to deliver a high-quality communication experience for Zoom’s customers.

“Customer success is no longer an option for the SaaS industry. As it continues to scale, Zoom is recognizing the need to align more closely with our customers’ goals and drive better success outcomes,” said Jim Mercer, Global Head of Customer Success at Zoom. “We’re excited to team up with Gainsight in building this future together.”

Companies everywhere are aggressively investing in software-as-a-service models that require a company-wide, dedicated customer success initiative. Gainsight recently reported that churn reduction and product adoption are top priorities for SaaS companies.

“We couldn’t be more pumped to team up with Zoom. As the company continues to scale and build durable growth, Gainsight CS’s innovative technology will help Zoom increase customer retention and NRR,” said Jeff Depa, CRO of Gainsight.

About Gainsight

Gainsight’s innovative platform helps companies of all sizes and industries drive durable growth through customer-led and product-led strategies. It offers a powerful set of customer success, product experience, and community engagement solutions that together enable businesses to scale efficiently, create alignment, and put the customer at the heart of innovation. With Gainsight, it’s never been easier to drive acquisition, increase product adoption, prevent churn, and grow with renewals and expansion. Learn how leading companies such as GE Digital, SAP Concur, and Box use Gainsight at www.gainsight.com.

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Contact:
Jordan Sher
Vice President, Corporate and Brand Marketing
jsher@gainsight.com

93% of Survey Respondents Believe Product Teams Should Have Some Responsibility for Revenue Growth

San Francisco, CA (December 5, 2022) Today, Harvard Business Review Analytics Services released a new report sponsored by Gainsight PX, the flagship product analytics and product engagement solution from Gainsight, the platform for Durable Growth™, which reveals that businesses increasingly rely on product-led success as a capital efficient, durable growth strategy to overcome economic uncertainty. 

According to the report, a whopping 93% of survey respondents say product teams should have some responsibility for contributing to an organization’s revenue growth, 81% of respondents strongly agree that a strong digital product experience positively impacts business growth, and 76% of respondents’ organizations consider delivering an effective digital product experience an “extremely high” or “high” priority. 

“Product-led growth is a key driver of revenue growth and cost reduction in most of the market-leading organizations we track,” explained respondent SC Moatti, founding managing partner of Mighty Capital. “It allows a company to generate revenue without having to hire an enterprise sales force—you can imagine the economies of scale this generates.”

Despite awareness of the effectiveness of positive product experiences, companies face challenges in implementation and are seeking best practices to help them capture this opportunity for sustained revenue growth. Even though respondents understood the value of product experience, only 39% say their organization has managed to achieve greater profitability with product experience initiatives. Worse yet, just 16% strongly agree that their organization is satisfied with the digital product experience it provides, and the greatest share of respondents, 40%, rate the overall digital product experience they’re delivering as simply “good.”

“Companies need to find the through-line between customer experience and revenue if they want to make money and stay in business,” concluded respondent Jim Morris, founder of the Product Discovery Group.

To overcome challenges to adopting product-led growth, organizations are exploring a number of approaches:

• 40% of survey respondents are providing product teams with better data insights to deliver a more effective digital product experience
• 43% of survey respondents plan to increase their focus on improving workers’ knowledge of digital product experience
• 58% of respondents said they were using data analytics tools that collect product usage data specifically to understand how customers are using their digital products
• 54% of respondents are implementing user surveys, 47% are using data analytics tools that collect customer data specifically, and 43% of respondents are deploying feedback tools.

“The current market conditions accelerated the adoption of capital-efficient growth strategies where leading SaaS vendors started to leverage product-led growth, digital-led success, and online community strategies to scale their business without being bounded to high-touch resources. Using customer analytics and personalization technologies, companies are able to benefit from the economy of scale without losing the personal touch,” said Mickey Alon, Founder and CTO of Gainsight PX. 

To learn more about how organizations are delivering positive product experiences, read the full report here.

Methodology

Harvard Business Review Analytic Services surveyed 275 members of the Harvard Business Review audience via an online survey fielded from July to August 2022. Respondents qualified to complete the survey if their organization built digital products and if they were familiar with those products.

About Harvard Business Review Analytic Services

Harvard Business Review Analytic Services is an independent commercial research unit within Harvard Business Review Group, conducting research and comparative analysis on important management challenges and emerging business opportunities. Seeking to provide business intelligence and peer-group insight, each report is published based on the findings of original quantitative and/or qualitative research and analysis. Quantitative surveys are conducted with the HBR Advisory Council, HBR’s global research panel, and qualitative research is conducted with senior business executives and subject matter experts from within and beyond the Harvard Business Review author community. Email us at hbranalyticservices@hbr.org.

About Gainsight

Gainsight’s innovative platform helps companies of all sizes and industries drive durable growth through customer-led, product-led, and community-led strategies. It offers a powerful set of customer success, product experience, and community engagement solutions that together enable businesses to scale efficiently, create alignment, and put the customer at the heart of innovation. With Gainsight, it’s never been easier to drive acquisition, increase product adoption, prevent churn, and grow with renewals and expansion. Learn how leading companies such as GE Digital, SAP Concur, and Box use Gainsight at www.gainsight.com.

Contact:
Jordan Sher
Vice President, Corporate and Brand Marketing
jsher@gainsight.com

The event drew over 1000 attendees as B2B companies prioritise technology that builds durable growth

London (November 15, 2022) Gainsight, the platform for Durable Growth™, announced the successful completion of Pulse Europe 2022, the company’s annual conference that brings together some of Europe’s most highly recognisable B2B companies and leaders in customer success, product experience, and community.

Gainsight’s first conference in Europe since before the pandemic, Pulse Europe included six tracks, 50+ breakout sessions, and dozens of speakers from companies such as Cloudflare, HashiCorp, HubSpot, LivePerson, Personio, PTC, Seismic, Siemens Industry Software GmbH, SoftwareAG, Splunk, and Workday. Held against the backdrop of global economic uncertainty, it was an opportunity for the B2B community to highlight how customer-, product- and community-focused solutions can drive Net Revenue Retention, product adoption, company efficiency, and durable growth.

Pulse Europe also celebrated its 2022 Gamechanger Europe award winners. The Gamechanger awards recognise customers who never stop challenging the status quo in customer success and community. The winners were decided by a panel of judges based on their results and stories.

The 2022 Gamechanger Europe awards include:

Architect Award: Typeform earned the Architect award, which is given to the company that thinks outside the box when it comes to building the best community for its users.

Defender Award: Intelliflo won the Defender award, which recognizes the company that used Gainsight to identify areas of potential risk to the business in order to increase product adoption, improve retention, accelerate expansion, and decrease churn.

Dream Team Award: Insider won the Dream Team award, which recognises how members of an organisation brought together teams like Customer Success, Sales, Product, and Marketing to create deeper customer relationships.

Experience Maker Award: ReviewPro won the Experience Maker award, which honors an organisation’s ability to improve the experience of customers and personalise relationships at scale.

Transformational Leader: Altares Dun & Bradstreet’s Tom Carnewal won the Transformational Leader award, which is given to a person who has driven material change in their organisation by transforming customer success and product experience into a key driver of growth by leveraging Gainsight.

“Congratulations to the 2022 Gamechanger Europe award winners! I love how these companies are demonstrating how a customer, product, and community focus can help businesses drive durable growth, even when the markets are tough,” said Nick Mehta, CEO of Gainsight. “I am just so inspired by the customer success and product community who were able to join us.”

Gainsight’s philanthropic arm, Pulse Impact, also announced the UK launch of its Gainsight Admin Leadership League (GS ALL) initiative. GS ALL offers intensive training that ensures graduates are GS Admin-ready. Over the next fiscal year, the Pulse Impact team will bring the GS ALL curriculum to underserved communities in the UK.

Also at Pulse Europe, Gainsight highlighted several of its latest product updates, including customer collaboration tools such as Nucleus and Nucleus Spaces; customer-centric product innovation solutions including Product Requests; and AI-optimized customer management tools such as Journey Optimizer, Scorecard Optimizer, and Retention Optimizer.

To access recorded sessions and keynote speeches from Pulse Europe, visit the Pulse Library.

About Gainsight

Gainsight’s innovative platform helps companies of all sizes and industries drive durable growth through customer-led, product-led, and community-led strategies. It offers a powerful set of customer success, product experience, and community engagement solutions that together enable businesses to scale efficiently, create alignment, and put the customer at the heart of innovation. With Gainsight, it’s never been easier to drive acquisition, increase product adoption, prevent churn, and grow with renewals and expansion. Learn how leading companies such as GE Digital, SAP Concur, and Box use Gainsight at www.gainsight.com.

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Contact:
Jordan Sher
Vice President, Corporate and Brand Marketing
jsher@gainsight.com