Comments
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This is how we have defined the needed experiences for a Digital Hub that you build up - goal of one destination for your customers. You can also design push programs that lead customers to the Hub and make it accessible from within your product(s). Homepage & Federated Search Improve the customer experience by creating a…
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At Gainsight, this is something we are actively working on. If anyone is interested, we would be happy to connect with you on our focus areas and get your feedback.
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Great questions indeed and yes we see great value in tying Communities to customer success in order to drive meaningful outcomes. Of course there is still a use case for self-service and low-cost support, however we have seen a lot of software companies position Community at the center of their digital-led strategy and…
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We use in-app for multiple survey and feedback options (we have the benefit of being able to use our own products in this). Our common KPI is around NPS for users. We do NPS for buyers/exec sponsors via email and we use in-app for NPS by product directed at end users or admin roles within the products. We get response…
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Here are a couple of options: Successcoaching https://successcoaching.co/ also offers CSM certifications and trainings. The founders there have been in the industry since the early days so offer a really robust and informed training and certs for CSMs. Gainsight has a set up on demand trainings and certifications for CSMs.…
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I am from Gainsight and have been here a while in product management. Happy to talk - sent you a direct message. Here is one of our recent blogs about CS leaders who did choose Gainsight that might be a useful reference: https://www.gainsight.com/blog/the-simple-truth-7-cs-leaders-share-when-and-why-they-chose-gainsight/
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@StephenSpence Gainsight (we compete with Totango) is designed to allow you to manage the customer journey post-sale. The area both we and Gainsight support is Customer Success Management where onboarding customers is a primary use case that our application supports - orchestrating both digital and human touchpoints driven…
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We have a product that supports tracking mobile app usage and enabling feedback and engagements in a mobile app. We use this to track usage on our own Gainsight mobile app. Our "field users" are typically execs and CSMs vs field services but I think your question is mostly around the use of mobile analytics and reporting.…
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@Laura Fay "Under these pressures, preserving price performance may require to redesign the value prop to continually unlock value incrementally (to Steve's micro learning example). This is a trend for tech products in general." Have we seen examples of redesigning the value prop for a more :land and expand: strategy…
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Has there been any notable increase on moving to more consumption based model vs set annual pricing ? One of the distinctions I am making is an annual subscription price that might have a set limit vs true consumption based pricing that varies month to month based on actual usage?
