Gainsight, a customer solution provider, has unveiled the Spring release of its platform, offering new capabilities that enable large enterprises such as Adobe Echosign, Angie's List and BMC Software, to increase retention revenue by better serving their largest customers.
Gainsight's Spring release includes:
Gainsight Sponsor Tracking:
Gainsight's Sponsor Tracking provides precaution against the number one cause of churn -- an executive sponsor's departure. Gainsight automatically detects contacts listed in the client's CRM system and monitors for roles changes in LinkedIn or InsideView. Customer360 views are further augmented with external news, events and CRM intelligence from InsideView.
Gainsight Salesforce1 Mobile App:
Gainsight's mobile application empowers Customer Success stakeholders to deliver value to their customers while on the go. Natively integrated with Salesforce, Gainsight blends customer health data, alerts, tasks and survey feedback with the Salesforce1 Platform's sales, service and marketing capabilities on for real-time, secure, complete access on iOS and Android phones and tablets.
Gainsight Success Snapshots:
To drive renewals, retention and up-sell opportunities of large customers, many companies spend hours preparing for client meetings and only produce high-level, descriptive data. With just a few clicks, Gainsight's Success Snapshots, powered by Gainsight's Matrix Architecture, generate configurable assets that blend customer data from multiple sources into customer-friendly formats -- data-filled presentations, QBR reports, or executive updates -- that make each interaction deliver more value.
Gainsight Home provides a personalized and actionable window for each role across the enterprise that touches Customer Success, enabling effective collaboration. Every Customer Success stakeholder, including executives, sales, marketing and support, gets relevant data and workflow views that they can configure at any time.
Gainsight Enterprise Permissions add another layer of control on top of existing CRM permissions that Gainsight preserves. Administrators can define additional granular privileges for Customer Success stakeholders to view customer and company data, modify blended data reports, or use certain functionalities (such as surveys) within the Gainsight solution.
"The 360 degree view of customers has been talked about for years, but is usually little more than a transactional view of the customer,” said Jeremy Cox, principal analyst, Customer Engagement & CRM, Ovum, in a statement. “Gainsight, which is already natively integrated with Salesforce.com, provides a valuable augmentation to any CRM system -- first to pre-empt customer defections and secondly to increase the lifetime value of strategic customers -- which is the fundamental goal of any enterprise CRM strategy.”