Gainsight

“We began leveraging the connection between CS and PX to optimize onboarding. The idea was to cover as many people as possible because email doesn’t necessarily reach everyone—open rates are not 100%, and in our program, email only goes to the primary contact, not administrators who are configured later on.”

“With everything in one place in Gainsight, no one has to run around looking for customer data.”

“Our digital programs are really maturing into a larger framework of the customer journey with different elements—whether that’s in-app, email, or human outreach—or delivering Skilljar content and courses where customer education can really help.”

“We needed a system that was more intelligent, more robust, and more comprehensive. Journey orchestrator from Gainsight – that was the tool that we really needed.”

“It makes me feel really good because I know we’re trying to do right by our customers and proactively communicate with them,”

“I think the most impactful thing from a renewal standpoint is since we have rolled out some of these risk mitigation programs, we’ve seen the renewal rate increase by about 12 points on average.”

“I think just as far as making people’s lives easier, Gainsight has certainly improved that. From a leadership perspective, it makes me feel better and makes me feel certain that we are proactively communicating with all of our customers.”

“We knew we needed to offer something more flexible and more available globally. I see a lot of value and success from online training.”

“We’ve gotten very, very efficient. I would call Gainsight CE a real change agent. We would have great trainers and great content regardless, but without this LMS facilitating for us, I think we’d be spinning our wheels.”

““Before our execs even knew Staircase had stakeholder features, they started asking for them. It’s great to already have a tool that meets those needs. I don’t need to research or build new systems—I can just run with what we have.””

““We’re feeling good about the addition of this data into forecasting, but we’ll have to see how accurate it is over time. Each quarter had some variance, but looking across several quarters, the scores really showed to be a good indicator of win/loss.””

““We have a lot more conversations about risk and what’s going on with customers now. The account owners populate their list of at-risk accounts using Staircase scores, then we collectively plan how to reduce or mitigate that risk.””

““Sentiment was a very good tell for us,” Palmer explained. “We compared every Staircase metric and our internal metrics. None of our data aligned as strongly with our retention outcomes as the health and sentiment scores from Staircase.””

“Palmer shared, “It felt like with our CSP, we were just managing a tool. With Staircase, we’re working with customers, not software.””

“We’re a lean team. It couldn’t create a bunch of overhead,” said Palmer. “Staircase actually generates the number for us. It gives us the data to support how our accounts are doing, without requiring extra work.”

“We’re a lean team. It couldn’t create a bunch of overhead. Staircase gives us the data to support how our accounts are doing, without requiring extra work.”

“Custom pages from Customer Communities will help us keep the experience fresh and begin implementing group-specific pages,”

“We have consistently met our service level agreement (SLA) metric for 16 months in a row,”

“Because we have Zapier and Customer Communities technology, we’re able to do so many things,”

“Our team really enjoys the custom moderation views we’re able to set up, but even more than that is the fact we’re able to use the Zapier + Gainsight integration to push out flagged topics to our moderation Slack channel,”

“More and more people are discovering the Zapier community and arriving there by different pathways,”

“Gainsight Digital Hub (now Customer Communities) helps us assist users at key friction points and behavior triggers,”

“Gainsight lets our users search all the things,”

“A lot of users only ask us one question and then never return—and we’re actually fine with that.”

“And because we don’t have locked content, we need to lead with value,”