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It’s no secret that prioritizing customer success ties directly to business value. A recent study by customer success software platform, Gainsight, supports this and found that, in fact, churn reduction and product adoption were top priorities for over 80% of respondents.
In a move to allow businesses to zero in 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 2022, held this week in San Francisco.
Gainsight, which was founded in 2009, focuses on orchestrating customer-facing teams and data together into actionable dashboards and playbooks. Its platform is designed to empower companies 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’s responsibility to a company-wide initiative,” said Maksim Ovsyannikov, executive vice president of products and design at Gainsight. “As a result, executives at SaaS [software-as-a-service] businesses are adopting new KPIs and frameworks that require multiple departments such as product management, sales, marketing, etc. to partner with customer success teams to deliver value and positive business outcomes for their customers.”
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An all-digital touch to customer collaboration
The new features Gainsight introduced are Nucleus and Nucleus Spaces, both of which are designed to allow companies to engage with their customers at scale across an arrayof resources that include community content, product documentation, success planning …