Click here to close now.

Welcome!

IoT User Interface Authors: Liz McMillan, Adrian Bridgwater, Elizabeth White, Hovhannes Avoyan, AppDynamics Blog

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.

@CloudExpo Stories
EMC Corporation on Tuesday announced it has entered into a definitive agreement to acquire privately held Virtustream. When the transaction closes, Virtustream will form EMC’s new managed cloud services business. The acquisition represents a transformational element of EMC’s strategy to help customers move all applications to cloud-based IT environments. With the addition of Virtustream, EMC completes the industry’s most comprehensive hybrid cloud portfolio to support all applications, all workl...
The Internet of Things is tied together with a thin strand that is known as time. Coincidentally, at the core of nearly all data analytics is a timestamp. When working with time series data there are a few core principles that everyone should consider, especially across datasets where time is the common boundary. In his session at Internet of @ThingsExpo, Jim Scott, Director of Enterprise Strategy & Architecture at MapR Technologies, discussed single-value, geo-spatial, and log time series dat...
Cloud Expo, Inc. has announced today that Andi Mann returns to DevOps Summit 2015 as Conference Chair. The 4th International DevOps Summit will take place on June 9-11, 2015, at the Javits Center in New York City. "DevOps is set to be one of the most profound disruptions to hit IT in decades," said Andi Mann. "It is a natural extension of cloud computing, and I have seen both firsthand and in independent research the fantastic results DevOps delivers. So I am excited to help the great team at ...
Enterprises are fast realizing the importance of integrating SaaS/Cloud applications, API and on-premises data and processes, to unleash hidden value. This webinar explores how managers can use a Microservice-centric approach to aggressively tackle the unexpected new integration challenges posed by proliferation of cloud, mobile, social and big data projects. Industry analyst and SOA expert Jason Bloomberg will strip away the hype from microservices, and clearly identify their advantages and d...
All major researchers estimate there will be tens of billions devices - computers, smartphones, tablets, and sensors - connected to the Internet by 2020. This number will continue to grow at a rapid pace for the next several decades. With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo, June 9-11, 2015, at the Javits Center in New York City. Learn what is going on, contribute to the discussions, and ensure that your enter...
Scott Jenson leads a project called The Physical Web within the Chrome team at Google. Project members are working to take the scalability and openness of the web and use it to talk to the exponentially exploding range of smart devices. Nearly every company today working on the IoT comes up with the same basic solution: use my server and you'll be fine. But if we really believe there will be trillions of these devices, that just can't scale. We need a system that is open a scalable and by using ...
SYS-CON Events announced today that MetraTech, now part of Ericsson, has been named “Silver Sponsor” of SYS-CON's 16th International Cloud Expo®, which will take place on June 9–11, 2015, at the Javits Center in New York, NY. Ericsson is the driving force behind the Networked Society- a world leader in communications infrastructure, software and services. Some 40% of the world’s mobile traffic runs through networks Ericsson has supplied, serving more than 2.5 billion subscribers.
Thanks to widespread Internet adoption and more than 10 billion connected devices around the world, companies became more excited than ever about the Internet of Things in 2014. Add in the hype around Google Glass and the Nest Thermostat, and nearly every business, including those from traditionally low-tech industries, wanted in. But despite the buzz, some very real business questions emerged – mainly, not if a device can be connected, or even when, but why? Why does connecting to the cloud cre...
SYS-CON Events announced today that O'Reilly Media has been named “Media Sponsor” of SYS-CON's 16th International Cloud Expo®, which will take place on June 9–11, 2015, at the Javits Center in New York City, NY. O'Reilly Media spreads the knowledge of innovators through its books, online services, magazines, and conferences. Since 1978, O'Reilly Media has been a chronicler and catalyst of cutting-edge development, homing in on the technology trends that really matter and spurring their adoption...
SYS-CON Events announced today that BMC will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. BMC delivers software solutions that help IT transform digital enterprises for the ultimate competitive business advantage. BMC has worked with thousands of leading companies to create and deliver powerful IT management services. From mainframe to cloud to mobile, BMC pairs high-speed digital innovation with robust...
Imagine a world where targeting, attribution, and analytics are just as intrinsic to the physical world as they currently are to display advertising. Advances in technologies and changes in consumer behavior have opened the door to a whole new category of personalized marketing experience based on direct interactions with products. The products themselves now have a voice. What will they say? Who will control it? And what does it take for brands to win in this new world? In his session at @Thi...
Software development, like manufacturing, is a craft that requires the application of creative approaches to solve problems given a wide range of constraints. However, while engineering design may be craftwork, the production of most designed objects relies on a standardized and automated manufacturing process. By contrast, much of moving an application from prototype to production and, indeed, maintaining the application through its lifecycle has often remained craftwork. In his session at Dev...
Amazon, Google and Facebook are household names in part because of their mastery of Big Data. But what about organizations without billions of dollars to spend on Big Data tools - how can they extract value from their data? In his session at 6th Big Data Expo®, Ali Ghodsi, Co-Founder and Head of Engineering at Databricks, discussed how the zero management cost and scalability of the cloud is addressing the challenges and pain points that data engineers face when working with Big Data. He also s...
The 4th International Internet of @ThingsExpo, co-located with the 17th International Cloud Expo - to be held November 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA - announces that its Call for Papers is open. The Internet of Things (IoT) is the biggest idea since the creation of the Worldwide Web more than 20 years ago.
An entirely new security model is needed for the Internet of Things, or is it? Can we save some old and tested controls for this new and different environment? In his session at @ThingsExpo, New York's at the Javits Center, Davi Ottenheimer, EMC Senior Director of Trust, reviewed hands-on lessons with IoT devices and reveal a new risk balance you might not expect. Davi Ottenheimer, EMC Senior Director of Trust, has more than nineteen years' experience managing global security operations and asse...
The Internet of Things is a misnomer. That implies that everything is on the Internet, and that simply should not be - especially for things that are blurring the line between medical devices that stimulate like a pacemaker and quantified self-sensors like a pedometer or pulse tracker. The mesh of things that we manage must be segmented into zones of trust for sensing data, transmitting data, receiving command and control administrative changes, and peer-to-peer mesh messaging. In his session a...
SYS-CON Events announced today that EnterpriseDB (EDB), the leading worldwide provider of enterprise-class Postgres products and database compatibility solutions, will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. EDB is the largest provider of Postgres software and services that provides enterprise-class performance and scalability and the open source freedom to divert budget from more costly traditiona...
The multi-trillion economic opportunity around the "Internet of Things" (IoT) is emerging as the hottest topic for investors in 2015. As we connect the physical world with information technology, data from actions, processes and the environment can increase sales, improve efficiencies, automate daily activities and minimize risk. In his session at @ThingsExpo, Ed Maguire, Senior Analyst at CLSA Americas, will describe what is new and different about IoT, explore financial, technological and re...
Andi Mann has been serving as Conference Chair of the DevOps Summit since its inception. He is one of the world's recognized leaders in DevOps, and continues to be one of its most articulate advocates. Here are some recent thoughts of his in an interview we conducted in the run-up to the DevOps Summit to be held June 9-11 at the Javits Center in New York City. When did you first start thinking about DevOps and its potential impact on enterprise IT? Andi: I first started thinking about DevOps b...
Today’s enterprise is being driven by disruptive competitive and human capital requirements to provide enterprise application access through not only desktops, but also mobile devices. To retrofit existing programs across all these devices using traditional programming methods is very costly and time consuming – often prohibitively so. In his session at @ThingsExpo, Jesse Shiah, CEO, President, and Co-Founder of AgilePoint Inc., discussed how you can create applications that run on all mobile ...