• November 6, 2013

Gainsight Unveils Next-Generation Customer Success Management Platform

Gainsight, provider of the Customer Success Management solution, today announced its next-generation platform to manage customer retention and eliminate churn, connecting the silos of data that prevent businesses from understanding their customers.

Built from the ground up to integrate with existing CRM systems, Gainsight's platform employs big data analytics to automatically evaluate sales data, usage logs, support tickets, surveys, and other sources of customer intelligence and present users with actionable insights and recommended best-practice workflows.

Gainsight leverages advanced data analytics and integrates with leading CRM systems, including Salesforce.com, Oracle Sales Cloud, Netsuite, Microsoft Dynamics CRM, SalesLogix, SAP, and Siebel.Salesforce users, for example, can continue to use Gainsight's fully integrated UI natively in Salesforce.com to access their user data and customer success metrics.

Gainsight Customer Success Management provides the following:

  • Customer360: An integrated view of customer health across product/service usage, contract information, support activity, billing history, survey responses, reference and engagement data, and more.
  • Predictive Analytics: Data-driven workflows to flag at-risk customers and upsell opportunities based on patterns and rules, and route these to the appropriate team members or to the marketing automation platform in place.
  • Playbook Automation: An automated process of identifying future revenue opportunities and creating to-do lists of best-practice actions needed to bring at-risk customers back to health, or to further improve existing relationships.

Gainsight Customer Success Management integrates disparate and siloed data sources into one platform, automatically identifying and predicting indicators of customer churn risk. Gainsight leverages the power of data-driven intelligence to empower team members across all organization levels to understand customer health at a glance, armed with an intuitive dashboard and automated alerts and reports.

"Gainsight's new platform opens up new frontiers in customer data intelligence, empowering companies to fully take control of the analytics that are the barometer of customer success. Many of our customers have been asking for the best of the CRM and big data worlds, and we are happy to deliver with our new back-end functionality," said Nick Mehta, CEO of Gainsight, in a statement. "Gainsight offers a seamless source of truth for understanding customers, offering deep analytics and sophisticated reporting to enable businesses to smartly interact with their customers and prospects."

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