Click here to close now.



Welcome!

@BigDataExpo Authors: Elizabeth White, Pat Romanski, Dana Gardner, Liz McMillan, Scott Allen

News Feed Item

New Study Proves Gainsight Drives Millions in Revenue for Growth Companies

560 Percent Company Growth and New Investment Validate Gainsight's Dominance in the Customer Success Industry

MOUNTAIN VIEW, CA -- (Marketwired) -- 02/14/14 -- Gainsight, the leading Customer Success Management solution, today revealed the results of its latest study, Measuring the ROI of Customer Success Management Solutions, which found that investments in Customer Success Management (CSM) technology has been accelerating as business leaders recognize that customer success is the primary driver of long-term business performance, reinforcing Gainsight's market lead. Gainsight also announced today an investment from salesforce.com, further propelling Gainsight's dedicated mission to increase its clients' customer lifetime value by driving retention and up-sell revenue in the $500 billion Subscription Economy. These achievements reflect the rapidly increasing demand for Gainsight's next generation Customer Success Management solution, as demonstrated by the company's 560 percent year-over-year growth in 2013 and new enterprise customers including Adobe Echosign, Apttus, Callidus Cloud and BMC.

"Customers aren't just buying a product these days -- they are buying both an experience and a business model," said R "Ray" Wang, Principal Analyst and Chairman, Constellation Research, Inc. "If organizations want to survive and thrive in the Subscription Economy, SaaS and other recurring revenue organizations must harness the power of Customer Success Management solutions to solve the mission critical problem of customer churn. Smart organizations are rapidly adopting CSM solutions and building Customer Success teams to drive revenue."

Study Shows Impressive ROI for Customer Success
In the Measuring the ROI of Customer Success Management Solutions study of Customer Success professionals from high growth recurring revenue companies, Gainsight explains in detail the value of investment in Customer Success Management and quantifies the revenue and cost savings impact as reported by companies that have adopted Gainsight's highly scalable CSM solution:

  • $11 Million in Retention Revenue by Reducing Churn. Companies that have adopted CSM programs reported a significant boost in sales revenue as they retained more customers. The typical Gainsight customer saw $11 million in additional revenue from increased retention over a three-year period.
  • $1.2 Million in Increased Up-Sell Revenue. In addition to retention-driven revenue benefits, the study estimated that Gainsight-enabled up-selling and cross-selling (including compliance-related sales) will add approximately $100,000 per quarter, or $1.2 million over three years for a typical Gainsight customer.
  • $5 Million Savings in Operational Expenses From Scaling Customer Success Teams. Beyond revenue enhancement, companies in the study reported significant cost-cutting benefits from adopting automated CSM solutions, averaging between $1 million and $5 million per year in operational savings when compared to manual CSM programs. For example, companies that adopted Gainsight, which comes with an automated reporting engine, found that managers spent about 95 percent less time preparing reports, or nearly two hours per report, on average.

"At Apttus, our customers come first as they are the key to our company's prosperity and growth," said Sue Fellows, vice president of Global Customer Excellence at Apttus. "As Apttus is built entirely on the Salesforce1 Platform, Gainsight was a natural choice for us since it seamlessly integrates with Salesforce. With Gainsight, we'll have complete visibility into our customer base by gathering all of our customer data into a single platform with a 360-degree view of customers individually and in aggregate. Based on the impact Gainsight is making on other leading companies' bottom lines through driving retention and up-sell revenue, we're excited to experience the ROI Gainsight's CSM platform will deliver."

Company Growth Fueled by Rapid Adoption of Customer Success Management
By enabling businesses to proactively manage retention, reduce unexpected churn and identify up-sell opportunities by leveraging Big Data analytics and other sources of customer intelligence through its Customer Success Management platform, Gainsight continues to expand its dominant footprint. Key milestones include:

  • Skyrocketing Revenue: Up 560% year-over-year from 2012 to 2013.
  • Rapidly Expanding Enterprise Customer Base: New additions include Adobe, BMC and Apttus.
  • Seasoned SaaS Veterans Join Quintupling Team. Team up from 15 to 85 in the last year with hires from SAP, Salesforce.com, Yammer and Facebook.

"Recurring revenue companies are seeking the right Customer Success solution to get ahead in the $500 billion Subscription Economy, and we're thrilled that Gainsight has risen to the top as the de facto Customer Success platform of choice," said Nick Mehta, CEO of Gainsight. "Our technology has opened up new frontiers in customer data intelligence, empowering companies to fully take control of the precise analytics that are the barometer of customer success. The findings from the Customer Success Management Solutions ROI study, investment from salesforce.com and our swell of customer wins are proof that Gainsight is truly delivering a first-class solution that is impacting our customers' bottom lines."

Designed to make Customer Success Management an integral part of how the entire enterprise operates, Gainsight delivers a 360-degree view into the health and engagement of an organization's customer base through existing data. Because Gainsight looks at all of the touch points in a customer relationship, not just individual attributes like product or feature usage or study responses, users get a complete picture of each customer across the customer lifecycle.

Join Gainsight's upcoming webinar, The ROI of Customer Success, on February 20, 2013 at 11AM PT. Sign up here: http://www.gainsight.com/events/webinar-roi-customer-success.

Download the accompanying white paper, Measuring the ROI of Customer Success Management Solutions, here: http://access.gainsight.com/customer-success-roi/.

For more information:

About Gainsight
Gainsight, the first and only complete Customer Success Management solution, helps businesses reduce churn, increase up-sell and drive Customer Success. The company's SaaS suite integrates with Salesforce and uses Big Data analytics to evaluate sales data, usage logs, support tickets, surveys and other sources of customer intelligence. In this way, Gainsight provides a 360 degrees view of customers and drives retention across Customer Success, sales, marketing, executive and product management. Learn how leading companies like Angie's List, Castlight Health, Marketo and Informatica are using Gainsight to help their customers succeed at www.gainsight.com.

Connect with Gainsight:
Blog: www.gainsight.com/blog
Twitter: www.twitter.com/GainsightHQ
Facebook: www.facebook.com/Gainsight

More Stories By Marketwired .

Copyright © 2009 Marketwired. All rights reserved. All the news releases provided by Marketwired are copyrighted. Any forms of copying other than an individual user's personal reference without express written permission is prohibited. Further distribution of these materials is strictly forbidden, including but not limited to, posting, emailing, faxing, archiving in a public database, redistributing via a computer network or in a printed form.

@BigDataExpo Stories
When it comes to cloud computing, the ability to turn massive amounts of compute cores on and off on demand sounds attractive to IT staff, who need to manage peaks and valleys in user activity. With cloud bursting, the majority of the data can stay on premises while tapping into compute from public cloud providers, reducing risk and minimizing need to move large files. In his session at 18th Cloud Expo, Scott Jeschonek, Director of Product Management at Avere Systems, discussed the IT and busin...
The Internet of Things will challenge the status quo of how IT and development organizations operate. Or will it? Certainly the fog layer of IoT requires special insights about data ontology, security and transactional integrity. But the developmental challenges are the same: People, Process and Platform and how we integrate our thinking to solve complicated problems. In his session at 19th Cloud Expo, Craig Sproule, CEO of Metavine, will demonstrate how to move beyond today's coding paradigm ...
The cloud market growth today is largely in public clouds. While there is a lot of spend in IT departments in virtualization, these aren’t yet translating into a true “cloud” experience within the enterprise. What is stopping the growth of the “private cloud” market? In his general session at 18th Cloud Expo, Nara Rajagopalan, CEO of Accelerite, explored the challenges in deploying, managing, and getting adoption for a private cloud within an enterprise. What are the key differences between wh...
"My role is working with customers, helping them go through this digital transformation. I spend a lot of time talking to banks, big industries, manufacturers working through how they are integrating and transforming their IT platforms and moving them forward," explained William Morrish, General Manager Product Sales at Interoute, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
The pace of innovation, vendor lock-in, production sustainability, cost-effectiveness, and managing risk… In his session at 18th Cloud Expo, Dan Choquette, Founder of RackN, discussed how CIOs are challenged finding the balance of finding the right tools, technology and operational model that serves the business the best. He also discussed how clouds, open source software and infrastructure solutions have benefits but also drawbacks and how workload and operational portability between vendors ...
SYS-CON Events has announced today that Roger Strukhoff has been named conference chair of Cloud Expo and @ThingsExpo 2016 Silicon Valley. The 19th Cloud Expo and 6th @ThingsExpo will take place on November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. "The Internet of Things brings trillions of dollars of opportunity to developers and enterprise IT, no matter how you measure it," stated Roger Strukhoff. "More importantly, it leverages the power of devices and the Interne...
"We work in the area of Big Data analytics and Big Data analytics is a very crowded space - you have Hadoop, ETL, warehousing, visualization and there's a lot of effort trying to get these tools to talk to each other," explained Mukund Deshpande, head of the Analytics practice at Accelerite, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
The idea of comparing data in motion (at the sensor level) to data at rest (in a Big Data server warehouse) with predictive analytics in the cloud is very appealing to the industrial IoT sector. The problem Big Data vendors have, however, is access to that data in motion at the sensor location. In his session at @ThingsExpo, Scott Allen, CMO of FreeWave, discussed how as IoT is increasingly adopted by industrial markets, there is going to be an increased demand for sensor data from the outermos...
The initial debate is over: Any enterprise with a serious commitment to IT is migrating to the cloud. But things are not so simple. There is a complex mix of on-premises, colocated, and public-cloud deployments. In this power panel at 18th Cloud Expo, moderated by Conference Chair Roger Strukhoff, Randy De Meno, Chief Technologist - Windows Products and Microsoft Partnerships at Commvault; Dave Landa, Chief Operating Officer at kintone; William Morrish, General Manager Product Sales at Interou...
UAS, drones or unmanned aircraft, no matter what you call them — this was their week. Our news stream was flooded with updates on the newly announced rules and regulations for commercial UAS from the FAA. So, naturally we have dedicated this week’s top news round up to highlight some of our favorite UAS stories.
Internet of @ThingsExpo has announced today that Chris Matthieu has been named tech chair of Internet of @ThingsExpo 2016 Silicon Valley. The 6thInternet of @ThingsExpo will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
As organizations shift towards IT-as-a-service models, the need for managing and protecting data residing across physical, virtual, and now cloud environments grows with it. Commvault can ensure protection, access and E-Discovery of your data – whether in a private cloud, a Service Provider delivered public cloud, or a hybrid cloud environment – across the heterogeneous enterprise. In his general session at 18th Cloud Expo, Randy De Meno, Chief Technologist - Windows Products and Microsoft Part...
In addition to all the benefits, IoT is also bringing new kind of customer experience challenges - cars that unlock themselves, thermostats turning houses into saunas and baby video monitors broadcasting over the internet. This list can only increase because while IoT services should be intuitive and simple to use, the delivery ecosystem is a myriad of potential problems as IoT explodes complexity. So finding a performance issue is like finding the proverbial needle in the haystack.
Digital Initiatives create new ways of conducting business, which drive the need for increasingly advanced security and regulatory compliance challenges with exponentially more damaging consequences. In the BMC and Forbes Insights Survey in 2016, 97% of executives said they expect a rise in data breach attempts in the next 12 months. Sixty percent said operations and security teams have only a general understanding of each other’s requirements, resulting in a “SecOps gap” leaving organizations u...
"A lot of times people will come to us and have a very diverse set of requirements or very customized need and we'll help them to implement it in a fashion that you can't just buy off of the shelf," explained Nick Rose, CTO of Enzu, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
Presidio has received the 2015 EMC Partner Services Quality Award from EMC Corporation for achieving outstanding service excellence and customer satisfaction as measured by the EMC Partner Services Quality (PSQ) program. Presidio was also honored as the 2015 EMC Americas Marketing Excellence Partner of the Year and 2015 Mid-Market East Partner of the Year. The EMC PSQ program is a project-specific survey program designed for partners with Service Partner designations to solicit customer feedbac...
Apixio Inc. has raised $19.3 million in Series D venture capital funding led by SSM Partners with participation from First Analysis, Bain Capital Ventures and Apixio’s largest angel investor. Apixio will dedicate the proceeds toward advancing and scaling products powered by its cognitive computing platform, further enabling insights for optimal patient care. The Series D funding comes as Apixio experiences strong momentum and increasing demand for its HCC Profiler solution, which mines unstruc...
Predictive analytics tools monitor, report, and troubleshoot in order to make proactive decisions about the health, performance, and utilization of storage. Most enterprises combine cloud and on-premise storage, resulting in blended environments of physical, virtual, cloud, and other platforms, which justifies more sophisticated storage analytics. In his session at 18th Cloud Expo, Peter McCallum, Vice President of Datacenter Solutions at FalconStor, discussed using predictive analytics to mon...
The IoT is changing the way enterprises conduct business. In his session at @ThingsExpo, Eric Hoffman, Vice President at EastBanc Technologies, discussed how businesses can gain an edge over competitors by empowering consumers to take control through IoT. He cited examples such as a Washington, D.C.-based sports club that leveraged IoT and the cloud to develop a comprehensive booking system. He also highlighted how IoT can revitalize and restore outdated business models, making them profitable ...
IoT offers a value of almost $4 trillion to the manufacturing industry through platforms that can improve margins, optimize operations & drive high performance work teams. By using IoT technologies as a foundation, manufacturing customers are integrating worker safety with manufacturing systems, driving deep collaboration and utilizing analytics to exponentially increased per-unit margins. However, as Benoit Lheureux, the VP for Research at Gartner points out, “IoT project implementers often ...