Gainsight simplifies Digital Customer Success
DCS is a critical strategy that empowers users to self-serve through community and AI tools.
Forward-thinking organizations realize that Digital CS is valuable for everyone:
“We hit an inflection point, We were running into inefficiencies, and Customer Success Managers (CSMs) didn’t have a CS tool that they could use effectively. We were using a combination of tools, including CRM data, spreadsheets, and a business intelligence (BI) tool—it was time to optimize.”
We already didn’t have enough headcount to conduct one-to-one meetings with every paying customer. And we also didn’t have the budget to hire an army of customer success people.
When we took a look at the growth of Personio and all of the service questions that customers had, we had to do something automated or easier where customers could learn from each other. We would have to hire 200 service managers because we weren’t able to take all those requests from the users.
Elevate Experiences. Scale Teams. Digital Is the Key.
Digital Customer Success is a blend of human and digital touch points that support the customer journey. From self-service resources and automated engagements to pooled CSM models and predictive modeling, digital can turn your teams into retention, adoption, and expansion machines.
Simplify your tech stack.
Chances are you’re struggling with Digital Customer Success because your cobbled-together tech stack is getting in the way.
This leads to:
- Repetitive workflows handled by multiple teams concurrently, resulting in inefficiencies and unscalable headcount.
- A disjointed experience that can result in surprise churn, missing ROI, and low product adoption.
- Decreases in Net Revenue Retention that impact your bottom line.
There’s a better way.
Deliver the experience your customers expect, faster than ever before.
Delivered from one unified platform, Gainsight offers a complete, end-to-end solution that supports your digital motions and strategies regardless of your company size and need.
The Path to Digital Customer Success
Whether you’re just beginning the digital journey with a small team or truly operating in a digital-first approach, you’re not alone. Our research of hundreds of companies reveals three distinct stages of Digital Customer Success maturity. Which are you?
Proactive
In the proactive stage, companies begin using technology that aligns the business around a single source of truth for customer data. Businesses in this stage are saving time for Customer Success Managers (CSMs), increasing the value delivered to customers, leading to higher Net Revenue Retention (NRR) for the company
Common Tactics In This Stage:
- Unify customer resources (knowledge base, training) under one searchable destination
- Launch a community to increase best practices sharing, peer-to-peer support
- In-app guides to improve onboarding
Personalized
In the personalized stage, teams craft distinct user journeys automated by data. Organizations orchestrate different adoption journeys by role. They also start to engage large user groups and Community cohorts with one-to-many programs.
Common Tactics In This Stage:
- Pooled Customer Success Programs scale CSM coverage
- Automated Email Programs Triggered by Data-driven Insights
- Usage-driven In-app Guides, Surveys, and Product Qualified Leads (PQLs)
Predictive
In the predictive stage, organizations are able to provide a single digital destination to seamlessly connect customers with Community, Product, and customer-facing teams. Customer experiences are powered by artificial intelligence (AI) and omnichannel technology to drive outcomes for both customers and the business.
Common Tactics In This Stage:
- Multi-Channel Journey Orchestration (e.g. in-app and email in one journey)
- AI and Analytics
- Automated Renewal Process
