The new Outcome360 solution will combine Gainsight's technology for customer health scoring, automated workflows, and customer communications with ServiceSource's data enablement and enhancement, systems integration and technical implementation. Both companies will market and sell Outcome360 to current and prospective clients.
"Customer success is rapidly becoming the differentiating factor for high-growth organizations," said J.B. Wood, president and CEO of the Technology Services Industry Association (TSIA), in a statement. "This partnership between ServiceSource and Gainsight not only combines proven technology, best-practice processes, and decades of expertise, but also offers companies of various sizes and stages of growth the opportunity to leverage what they need most to enable and achieve customer success."
In addition to jointly offering the Outcome360 solution, ServiceSource will also add Gainsight’s technology to its Revenue-as-a-Service platform.
"In today's new outcome economy, companies are no longer just selling products or services; they're selling business outcomes, which means that having a holistic and comprehensive customer success program is now a critical strategy for keeping customers and growing revenue," said Christopher Carrington, CEO of ServiceSource, in a statement. "Partnering with Gainsight to offer Outcome360 is truly a ‘1+1=3’ solution that clearly addresses the needs of an evolving market. It ensures that, regardless of size, geography, or industry sector, clients will have streamlined access to the best elements of a world-class customer success program. We are excited to bring our two industry-leading companies together to create this unique offering."
"Customers today have more choice than ever, a fundamental shift that has put pressure on companies to transform their entire business around delivering outcomes," said Nick Mehta, CEO of Gainsight, in a statement. "With Outcome360, organizations that are operationalizing customer success can now benefit from the product, people and process expertise of two of the leading brands in customer success. We are honored to partner with ServiceSource on the journey to helping innovative and market-leading companies drive growth through customer success."