|By Marketwired .||
|March 18, 2014 09:00 AM EDT||
MOUNTAIN VIEW, CA -- (Marketwired) -- 03/18/14 -- Gainsight, the leading Customer Success solution, today unveiled the Spring Release of its platform, with new capabilities that enable the largest enterprises such as Adobe Echosign, Angie's List and BMC Software to increase retention revenue by better serving their most largest customers. Customer Success originated at SMBs who sought solutions to streamline the time needed to maintain customer relationships. Today, large enterprises have also recognized the importance of deploying their own Customer Success solution to efficiently retain and increase the lifetime value of their most strategic relationships. With Customer Success reaching new heights as a critical enterprise function, attendance for Gainsight's flagship event for the industry, Pulse 2014, is expected to double from 300 to over 600 attendees this year.
Gainsight concurrently announced the addition of key technical hires, Chief Data Scientist Sherif Botros and Director of Product Management & Analytics Puja Ramani. Botros joins from SAP Labs and Ramani from Facebook to build on Gainsight's achievements in advanced data analytics and commitment to unlocking the power of customer intelligence through data science.
The Spring release of the Gainsight platform includes: specialized Sponsor Tracking to monitor executive and advocate relationships via LinkedIn and InsideView; a Salesforce1 mobile app that puts the power of Gainsight in executives', sales', and customer success managers' pockets as they prepare for client meetings; Gainsight Success Snapshots to automate presentation materials with customer-relevant data and metrics; Gainsight Home, personalized data and workflow views for each department with a stake in Customer Success; and Enterprise Permissions to provide additional granularity for collaboration. These innovations empower enterprise Customer Success stakeholders to deliver value in every interaction, to clients large or small.
"The 360 degree view of customers has been talked about for years, but is usually little more than a transactional view of the customer. Gainsight provides a predictive platform to enrich any enterprise B2B relationship by aggregating information from multiple sources together, analyzing the health of the relationship, presenting data in a role-relevant and intuitive manner and driving actions through predictive playbooks," said Jeremy Cox, Principal Analyst, Customer Engagement & CRM, Ovum. "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."
New Gainsight Platform Release Operationalizes Enterprise Customer Success
Until now, Customer Success stakeholders lacked a holistic view of the customer lifecycle, resulting in departmental silos, duplicative communications and perfunctory interactions. Gainsight's new enterprise capabilities help companies deliver value to their largest, most strategic customers. Enterprises drive additional retention and growth revenue with the most current data about their customers at their fingertips and by staying ahead of sponsor departures.
"From our account managers to marketing directors to executives, our team looks to Gainsight for complete visibility into our customer base," said Amanda Schmidt, Vice President Client Success, Adobe Echosign. "Gainsight drives enterprise collaboration for the purpose of not just keeping, but delighting 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: 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.
- Enterprise Permissions: 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.
Data Science Drives Customer Success Product Development at Gainsight
Delivering on its mission to incorporate superior data science and analytics capabilities into its products, Gainsight has expanded its leadership and technical team with Sherif Botros as Chief Data Scientist and Puja Ramani as Director of Product Management and Analytics.
Sherif will lead the company's data science practice to help clients rigorously predict the factors of growth and churn based on historical data and prescribe the most effective actions to capitalize on each case. Most recently, Sherif served as the Director of Analytics at SAP Labs, where he led the Data Science practice. He also held leadership positions at Sun Microsystems, Loglogic and Mimosa Systems, and was on the original fraud detection team at Visa. Sherif holds a Ph.D from MIT and MBA from Berkeley.
Puja will focus on enhancing Gainsight's analytics and data discovery capabilities so enterprises can explore their data troves to gets answers to questions they didn't know they had. Puja joins from Facebook where she worked on data-driven small business retention. Prior to Facebook, Puja held product management and engineering roles at Intuit. She holds an MBA from Harvard Business School.
"2014 will be the year that Customer Success tips. Enterprise businesses with recurring revenue models -- not just SaaS startups -- are realizing that it takes much more than monitoring product usage to drive the lifetime value of their customer base. Analyzing all data sources is the key," said Nick Mehta, Chief Executive Officer, Gainsight. "The Spring release of our CSM platform is built specifically with the enterprise in mind to facilitate cross-departmental collaboration and enable larger groups of stakeholders to play a role in driving customer success."
For more information:
- Learn more about the new Gainsight platform release: http://www.gainsight.com/blog/customer-success-spring-release
- Join Gainsight's growing team: http://www.gainsight.com/careers
- Join Gainsight at Pulse 2014, the industry's top Customer Success conference: http://pulse.gainsight.com/
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.
Gainsight PR Contact
SYS-CON Events announced today that Commvault, a global leader in enterprise data protection and information management, has been named “Bronze Sponsor” of SYS-CON's 18th International Cloud Expo, which will take place on June 7–9, 2016, at the Javits Center in New York City, NY, and the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Commvault is a leading provider of data protection and information management...
Feb. 7, 2016 03:30 PM EST Reads: 370
The cloud promises new levels of agility and cost-savings for Big Data, data warehousing and analytics. But it’s challenging to understand all the options – from IaaS and PaaS to newer services like HaaS (Hadoop as a Service) and BDaaS (Big Data as a Service). In her session at @BigDataExpo at @ThingsExpo, Hannah Smalltree, a director at Cazena, will provide an educational overview of emerging “as-a-service” options for Big Data in the cloud. This is critical background for IT and data profes...
Feb. 7, 2016 02:45 PM EST Reads: 140
SYS-CON Events announced today that VAI, a leading ERP software provider, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. VAI (Vormittag Associates, Inc.) is a leading independent mid-market ERP software developer renowned for its flexible solutions and ability to automate critical business functions for the distribution, manufacturing, specialty retail and service sectors. An IBM Premier Business Part...
Feb. 7, 2016 02:00 PM EST Reads: 557
SYS-CON Events announced today that Alert Logic, Inc., the leading provider of Security-as-a-Service solutions for the cloud, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Alert Logic, Inc., provides Security-as-a-Service for on-premises, cloud, and hybrid infrastructures, delivering deep security insight and continuous protection for customers at a lower cost than traditional security solutions. Ful...
Feb. 7, 2016 01:45 PM EST Reads: 361
Fortunately, meaningful and tangible business cases for IoT are plentiful in a broad array of industries and vertical markets. These range from simple warranty cost reduction for capital intensive assets, to minimizing downtime for vital business tools, to creating feedback loops improving product design, to improving and enhancing enterprise customer experiences. All of these business cases, which will be briefly explored in this session, hinge on cost effectively extracting relevant data from ...
Feb. 7, 2016 01:30 PM EST
With the Apple Watch making its way onto wrists all over the world, it’s only a matter of time before it becomes a staple in the workplace. In fact, Forrester reported that 68 percent of technology and business decision-makers characterize wearables as a top priority for 2015. Recognizing their business value early on, FinancialForce.com was the first to bring ERP to wearables, helping streamline communication across front and back office functions. In his session at @ThingsExpo, Kevin Roberts...
Feb. 7, 2016 12:00 PM EST Reads: 344
SYS-CON Events announced today that Interoute, owner-operator of one of Europe's largest networks and a global cloud services platform, has been named “Bronze Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2015 at the Javits Center in New York, New York. Interoute is the owner-operator of one of Europe's largest networks and a global cloud services platform which encompasses 12 data centers, 14 virtual data centers and 31 colocation centers, with connections to 195 ad...
Feb. 7, 2016 11:30 AM EST Reads: 346
With an estimated 50 billion devices connected to the Internet by 2020, several industries will begin to expand their capabilities for retaining end point data at the edge to better utilize the range of data types and sheer volume of M2M data generated by the Internet of Things. In his session at @ThingsExpo, Don DeLoach, CEO and President of Infobright, will discuss the infrastructures businesses will need to implement to handle this explosion of data by providing specific use cases for filte...
Feb. 7, 2016 10:15 AM EST Reads: 108
As enterprises work to take advantage of Big Data technologies, they frequently become distracted by product-level decisions. In most new Big Data builds this approach is completely counter-productive: it presupposes tools that may not be a fit for development teams, forces IT to take on the burden of evaluating and maintaining unfamiliar technology, and represents a major up-front expense. In his session at @BigDataExpo at @ThingsExpo, Andrew Warfield, CTO and Co-Founder of Coho Data, will dis...
Feb. 7, 2016 07:00 AM EST Reads: 121
SYS-CON Events announced today that Fusion, a leading provider of cloud services, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Fusion, a leading provider of integrated cloud solutions to small, medium and large businesses, is the industry's single source for the cloud. Fusion's advanced, proprietary cloud service platform enables the integration of leading edge solutions in the cloud, including clou...
Feb. 6, 2016 03:30 PM EST Reads: 720
Most people haven’t heard the word, “gamification,” even though they probably, and perhaps unwittingly, participate in it every day. Gamification is “the process of adding games or game-like elements to something (as a task) so as to encourage participation.” Further, gamification is about bringing game mechanics – rules, constructs, processes, and methods – into the real world in an effort to engage people. In his session at @ThingsExpo, Robert Endo, owner and engagement manager of Intrepid D...
Feb. 5, 2016 09:00 PM EST Reads: 785
Eighty percent of a data scientist’s time is spent gathering and cleaning up data, and 80% of all data is unstructured and almost never analyzed. Cognitive computing, in combination with Big Data, is changing the equation by creating data reservoirs and using natural language processing to enable analysis of unstructured data sources. This is impacting every aspect of the analytics profession from how data is mined (and by whom) to how it is delivered. This is not some futuristic vision: it's ha...
Feb. 2, 2016 02:00 PM EST Reads: 412
WebRTC has had a real tough three or four years, and so have those working with it. Only a few short years ago, the development world were excited about WebRTC and proclaiming how awesome it was. You might have played with the technology a couple of years ago, only to find the extra infrastructure requirements were painful to implement and poorly documented. This probably left a bitter taste in your mouth, especially when things went wrong.
Feb. 2, 2016 04:30 AM EST Reads: 851
Learn how IoT, cloud, social networks and last but not least, humans, can be integrated into a seamless integration of cooperative organisms both cybernetic and biological. This has been enabled by recent advances in IoT device capabilities, messaging frameworks, presence and collaboration services, where devices can share information and make independent and human assisted decisions based upon social status from other entities. In his session at @ThingsExpo, Michael Heydt, founder of Seamless...
Feb. 1, 2016 05:00 AM EST Reads: 940
The IoT's basic concept of collecting data from as many sources possible to drive better decision making, create process innovation and realize additional revenue has been in use at large enterprises with deep pockets for decades. So what has changed? In his session at @ThingsExpo, Prasanna Sivaramakrishnan, Solutions Architect at Red Hat, discussed the impact commodity hardware, ubiquitous connectivity, and innovations in open source software are having on the connected universe of people, thi...
Jan. 31, 2016 09:00 PM EST Reads: 726
WebRTC: together these advances have created a perfect storm of technologies that are disrupting and transforming classic communications models and ecosystems. In his session at WebRTC Summit, Cary Bran, VP of Innovation and New Ventures at Plantronics and PLT Labs, provided an overview of this technological shift, including associated business and consumer communications impacts, and opportunities it may enable, complement or entirely transform.
Jan. 31, 2016 07:15 PM EST Reads: 1,146
There are so many tools and techniques for data analytics that even for a data scientist the choices, possible systems, and even the types of data can be daunting. In his session at @ThingsExpo, Chris Harrold, Global CTO for Big Data Solutions for EMC Corporation, showed how to perform a simple, but meaningful analysis of social sentiment data using freely available tools that take only minutes to download and install. Participants received the download information, scripts, and complete end-t...
Jan. 31, 2016 10:00 AM EST Reads: 1,217
For manufacturers, the Internet of Things (IoT) represents a jumping-off point for innovation, jobs, and revenue creation. But to adequately seize the opportunity, manufacturers must design devices that are interconnected, can continually sense their environment and process huge amounts of data. As a first step, manufacturers must embrace a new product development ecosystem in order to support these products.
Jan. 31, 2016 10:00 AM EST Reads: 812
Manufacturing connected IoT versions of traditional products requires more than multiple deep technology skills. It also requires a shift in mindset, to realize that connected, sensor-enabled “things” act more like services than what we usually think of as products. In his session at @ThingsExpo, David Friedman, CEO and co-founder of Ayla Networks, discussed how when sensors start generating detailed real-world data about products and how they’re being used, smart manufacturers can use the dat...
Jan. 30, 2016 07:45 PM EST Reads: 791
When it comes to IoT in the enterprise, namely the commercial building and hospitality markets, a benefit not getting the attention it deserves is energy efficiency, and IoT’s direct impact on a cleaner, greener environment when installed in smart buildings. Until now clean technology was offered piecemeal and led with point solutions that require significant systems integration to orchestrate and deploy. There didn't exist a 'top down' approach that can manage and monitor the way a Smart Buildi...
Jan. 30, 2016 03:45 PM EST Reads: 1,268