Gainsight

“Gainsight has proven to be a valuable contributor to Acquia’s business strategy.”

“The GM of our business unit shows happiness and engagement metrics coming from Gainsight PX in his weekly stand up.”

“Gainsight CC gives me the tools that allow us to customize our community to fit our unique use cases,”

“Our community allows our users to take care of immediate needs with self-service, but also give them a path toward higher-touch interactions. Self-service also allows our direct, “white glove” touchpoints to have a higher impact.”

“Gainsight CC makes it easy to manage the whole experience. The extensibility, the ability to automate, and the things I can customize allow me to wear multiple hats and think strategically rather than getting bogged down with tasks like moderation or administration.”

“We had a lot of great resources—our Academy, our Q&A forum, great documentation, events and webinars—but the experience of using them was not great. Our customers asked us for a more connected experience. The community we created leveraging Gainsight CC empowered them with a centralized customer hub. It connects them to the people and resources they need to be successful.”

“We needed Through-Partner Customer Success from Gainsight because our implementation partners need access to the same customer information that our internal Customer Success team has.”

“We were able to realize operational value within 30 days because of how easy Staircase was to implement.”

“so that critical risks are surfaced to the right team members at the right time. This level of automation has been a game-changer.”

“It’s not just about visibility—it’s about making that visibility actionable.”

“The ability to see everything in a single pane of glass has been transformative,”

“We leaned into Staircase AI, not just as a stopgap, but as a long-term partner to anchor our CX strategy.”

“The ability to forecast renewals with 95% accuracy is a game-changer for our operations and our confidence in decision-making.”

““Success Planning is definitely the next big topic for us as we work with clients to understand their goals. As a company, we are driving toward much more strategic long-term partnerships with our clients. Gainsight supporting us in doing that has been really helpful.””

““Our CSMs can see all accounts within Gainsight, so they can start to spot patterns and learn from other CSMs who might have similar accounts. We used Gainsight to develop a collegiate, team working approach all the way through everything we did.””

“It’s really important that everybody in the pod is up to speed with what’s going on with an account. Before Gainsight, CSMs were sort of on their own in terms of identifying and acting on risk, but Gainsight has helped us make things more of a team sport.”

“The Gainsight ecosystem has been really helpful. We attended Pulse, and we have made quite a lot of use of the Gainsight training, as well as the community.”

“It was difficult to see the state of our data. The first thing we did was to pull the data into Gainsight and start cleaning it up.”

“As a company, we are driving toward much more strategic long-term partnerships with our clients. Gainsight supporting us in doing that has been really helpful.”

“We will continue to make our customers more self-service, replacing touchpoints with automation,”

“Combined with product improvements that were specifically done for initial user activation, we were able to reach a 10 percentage point increase in initial activation, which is high,”

“We lean very heavily on PX data for reports, scorecards, risk CTAs, and so on. And as a standalone product, Gainsight PX helps us to more effectively communicate to our end users, really meeting them where they are to make sure they get onboarded quickly,”

“We needed a more complete view of our users to understand which features delivered the most value and where they were encountering roadblocks,”

“Regardless of your CSM model I am really convinced that Digital CS is going to be at the core of customer success going forward.”

“These results show that we have really taken big steps in terms of helping our customers along on their journeys.”