Gainsight’s CDP Promises a Faster, Easier and Affordable Path to Customer Success

Missed a session at the Data Summit? View on demand here.

Digital customer interactions are increasing, while customer data management is becoming more complex due to security, privacy and data management constraints.

This underlines the importance of customer data platforms (CDPs) in supporting enterprise growth. Companies are increasingly implementing CDPs to improve customer experiences, as the platforms tend to be more strategic than existing customer relationship management (CRM) systems in their engagement, analytics, and personalization.

According to a research report from MarketsandMarkets, the market for CDP platforms will be worth $15.3 billion by 2026, up from $3.5 billion in 2021 — representing a compound annual growth rate of 34.6% (CAGR). Similarly, a global report from London Research found that 51% of companies already use a CDP and 35% plan to do so in the near future.

Most of the dominant technology companies – Salesforce, Adobe, Microsoft, Oracle, SAP – are already in the CDP arena in one way or another, and other rapidly emerging top players include Zeotap, Tealium, Leadspace, mParticle, Segment, Totango and Treasure Data. The latter company is backed by a recent $234 million round of data that describes it as the largest ever for a CDP.

Focusing on customer success

Committed to defining “customer success” as a category, Gainsight has released new and improved packages and features to expand its reach in this growing CDP market. The San Francisco-based company’s Software-as-a-Service (SaaS) platform is designed to help organizations increase customer success, product experience and community engagement.

Now it has launched Gainsight Essentials, which includes two new packs for its flagship Gainsight CS product – Essentials and Essentials Plus. These new offerings provide enhanced data centralization, more training tools and guided administrative support, and are designed to make the platform easier, faster and more affordable to deploy and scale, said Essentials senior vice president and general manager, Scott Salkin.

As he explained, Gainsight commissioned a study by Method Garage to determine how it could be more accessible and broaden its market presence. The news that came back was that Gainsight CS could take a lot of work to implement, didn’t always seem to have a clear path to start and set up, and could be considered complex and pricey, Salkin said.

In a quick response, the company has simplified and redesigned more than 80% of its CS platform interface.

“We’ve listened to the market and made some big changes,” he said.

The two packages are simpler and more affordable, include pre-built integrations and quick access to customer data, AI insights and recommended actions, he said. They also offer guided administrative support and direct access to a large library of content, training, and thought leadership tools.

All of this, Salkin said, will enable companies to get up and running in as little as two weeks, accelerate time-to-value, reduce administrative costs and give them the ability to scale to Gainsight’s full product portfolio. when they are ready.

“The north star for SaaS companies is net retention,” Salkin said. Early stage companies may be on a “customer rollercoaster and customer success can really smooth out that growth engine”.

The more than $1 billion company, with customers including GE Digital, SAP Concur and Box, also announced enhancements to Gainsight CS and Gainsight PX, its full product experience platform.

New Qualified Leads for Customer Success capabilities allow customer success and product management teams to share up-sell and cross-sell leads with sales and marketing and track how much they’ve contributed to the business. For example, a customer success manager can create a lead within Gainsight and send it directly to a CRM, then track its progress as it moves through the system and identify which leads are stalled, processed, disqualified, closed, or won. This can provide insights and opportunities during the onboarding, adoption and retention processes, Salkin noted.

More integration, more AI

Zoom and Gong are also integrated into Gainsight CS tools Timeline and Customer 360, and an AI-powered Impact Analyzer tool reveals drivers — such as scorecard measurements and customer sentiment — that impact business goals.

All in all, Salkin said, it’s critical that customer success and product management teams have centralized systems in place so they can leverage business intelligence (BI). Insights can then be integrated into new and existing playbooks, and companies can set up multi-step automated journeys for customers. He emphasized the importance of connecting the “flywheel” of product-driven growth, customer-driven growth and community-driven growth.

“We’ve listened and developed solutions that are accessible and powerful for businesses at any stage to deploy and see value in weeks,” said Salkin. “Along with administrative support, thought leadership, a community cohort and strategic guidance, Essentials is packaged and priced to help any modern company accelerate their own growth engine.”

This post Gainsight’s CDP Promises a Faster, Easier and Affordable Path to Customer Success

was original published at “”