|By Marketwired .||
|February 14, 2014 09:05 AM EST||
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:
- Learn more about the new Gainsight platform: http://www.gainsight.com/products.
- Join Gainsight's growing team: http://www.gainsight.com/careers.
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.
Bhava Communications for Gainsight
Internet of @ThingsExpo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with the 19th International Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world and ThingsExpo Silicon Valley Call for Papers is now open.
Jul. 25, 2016 10:00 PM EDT Reads: 2,497
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 ...
Jul. 25, 2016 08:30 PM EDT Reads: 1,931
With 15% of enterprises adopting a hybrid IT strategy, you need to set a plan to integrate hybrid cloud throughout your infrastructure. In his session at 18th Cloud Expo, Steven Dreher, Director of Solutions Architecture at Green House Data, discussed how to plan for shifting resource requirements, overcome challenges, and implement hybrid IT alongside your existing data center assets. Highlights included anticipating workload, cost and resource calculations, integrating services on both sides...
Jul. 25, 2016 08:00 PM EDT Reads: 1,965
Big Data engines are powering a lot of service businesses right now. Data is collected from users from wearable technologies, web behaviors, purchase behavior as well as several arbitrary data points we’d never think of. The demand for faster and bigger engines to crunch and serve up the data to services is growing exponentially. You see a LOT of correlation between “Cloud” and “Big Data” but on Big Data and “Hybrid,” where hybrid hosting is the sanest approach to the Big Data Infrastructure pro...
Jul. 25, 2016 07:30 PM EDT Reads: 1,881
"We are a well-established player in the application life cycle management market and we also have a very strong version control product," stated Flint Brenton, CEO of CollabNet,, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
Jul. 25, 2016 07:15 PM EDT Reads: 1,794
We all know the latest numbers: Gartner, Inc. forecasts that 6.4 billion connected things will be in use worldwide in 2016, up 30 percent from last year, and will reach 20.8 billion by 2020. We're rapidly approaching a data production of 40 zettabytes a day – more than we can every physically store, and exabytes and yottabytes are just around the corner. For many that’s a good sign, as data has been proven to equal money – IF it’s ingested, integrated, and analyzed fast enough. Without real-ti...
Jul. 25, 2016 07:15 PM EDT Reads: 1,004
I wanted to gather all of my Internet of Things (IOT) blogs into a single blog (that I could later use with my University of San Francisco (USF) Big Data “MBA” course). However as I started to pull these blogs together, I realized that my IOT discussion lacked a vision; it lacked an end point towards which an organization could drive their IOT envisioning, proof of value, app dev, data engineering and data science efforts. And I think that the IOT end point is really quite simple…
Jul. 25, 2016 06:30 PM EDT Reads: 979
A critical component of any IoT project is what to do with all the data being generated. This data needs to be captured, processed, structured, and stored in a way to facilitate different kinds of queries. Traditional data warehouse and analytical systems are mature technologies that can be used to handle certain kinds of queries, but they are not always well suited to many problems, particularly when there is a need for real-time insights.
Jul. 25, 2016 06:15 PM EDT Reads: 1,751
Unless your company can spend a lot of money on new technology, re-engineering your environment and hiring a comprehensive cybersecurity team, you will most likely move to the cloud or seek external service partnerships. In his session at 18th Cloud Expo, Darren Guccione, CEO of Keeper Security, revealed what you need to know when it comes to encryption in the cloud.
Jul. 25, 2016 06:00 PM EDT Reads: 2,431
We're entering the post-smartphone era, where wearable gadgets from watches and fitness bands to glasses and health aids will power the next technological revolution. With mass adoption of wearable devices comes a new data ecosystem that must be protected. Wearables open new pathways that facilitate the tracking, sharing and storing of consumers’ personal health, location and daily activity data. Consumers have some idea of the data these devices capture, but most don’t realize how revealing and...
Jul. 25, 2016 06:00 PM EDT Reads: 2,077
You think you know what’s in your data. But do you? Most organizations are now aware of the business intelligence represented by their data. Data science stands to take this to a level you never thought of – literally. The techniques of data science, when used with the capabilities of Big Data technologies, can make connections you had not yet imagined, helping you discover new insights and ask new questions of your data. In his session at @ThingsExpo, Sarbjit Sarkaria, data science team lead ...
Jul. 25, 2016 03:45 PM EDT Reads: 961
Extracting business value from Internet of Things (IoT) data doesn’t happen overnight. There are several requirements that must be satisfied, including IoT device enablement, data analysis, real-time detection of complex events and automated orchestration of actions. Unfortunately, too many companies fall short in achieving their business goals by implementing incomplete solutions or not focusing on tangible use cases. In his general session at @ThingsExpo, Dave McCarthy, Director of Products...
Jul. 25, 2016 03:30 PM EDT Reads: 1,692
"delaPlex is a software development company. We do team-based outsourcing development," explained Mark Rivers, COO and Co-founder of delaPlex Software, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
Jul. 25, 2016 03:00 PM EDT Reads: 1,973
WebRTC is bringing significant change to the communications landscape that will bridge the worlds of web and telephony, making the Internet the new standard for communications. Cloud9 took the road less traveled and used WebRTC to create a downloadable enterprise-grade communications platform that is changing the communication dynamic in the financial sector. In his session at @ThingsExpo, Leo Papadopoulos, CTO of Cloud9, discussed the importance of WebRTC and how it enables companies to focus...
Jul. 25, 2016 02:45 PM EDT Reads: 872
Is your aging software platform suffering from technical debt while the market changes and demands new solutions at a faster clip? It’s a bold move, but you might consider walking away from your core platform and starting fresh. ReadyTalk did exactly that. In his General Session at 19th Cloud Expo, Michael Chambliss, Head of Engineering at ReadyTalk, will discuss why and how ReadyTalk diverted from healthy revenue and over a decade of audio conferencing product development to start an innovati...
Jul. 25, 2016 02:00 PM EDT Reads: 978
Early adopters of IoT viewed it mainly as a different term for machine-to-machine connectivity or M2M. This is understandable since a prerequisite for any IoT solution is the ability to collect and aggregate device data, which is most often presented in a dashboard. The problem is that viewing data in a dashboard requires a human to interpret the results and take manual action, which doesn’t scale to the needs of IoT.
Jul. 25, 2016 01:00 PM EDT Reads: 1,936
SYS-CON Events announced today that 910Telecom will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Housed in the classic Denver Gas & Electric Building, 910 15th St., 910Telecom is a carrier-neutral telecom hotel located in the heart of Denver. Adjacent to CenturyLink, AT&T, and Denver Main, 910Telecom offers connectivity to all major carriers, Internet service providers, Internet backbones and ...
Jul. 25, 2016 12:15 PM EDT Reads: 514
CenturyLink has announced that application server solutions from GENBAND are now available as part of CenturyLink’s Networx contracts. The General Services Administration (GSA)’s Networx program includes the largest telecommunications contract vehicles ever awarded by the federal government. CenturyLink recently secured an extension through spring 2020 of its offerings available to federal government agencies via GSA’s Networx Universal and Enterprise contracts. GENBAND’s EXPERiUS™ Application...
Jul. 25, 2016 12:00 PM EDT Reads: 1,826
IoT generates lots of temporal data. But how do you unlock its value? You need to discover patterns that are repeatable in vast quantities of data, understand their meaning, and implement scalable monitoring across multiple data streams in order to monetize the discoveries and insights. Motif discovery and deep learning platforms are emerging to visualize sensor data, to search for patterns and to build application that can monitor real time streams efficiently. In his session at @ThingsExpo, ...
Jul. 25, 2016 11:00 AM EDT Reads: 925
Verizon Communications Inc. (NYSE, Nasdaq: VZ) and Yahoo! Inc. (Nasdaq: YHOO) have entered into a definitive agreement under which Verizon will acquire Yahoo's operating business for approximately $4.83 billion in cash, subject to customary closing adjustments. Yahoo informs, connects and entertains a global audience of more than 1 billion monthly active users** -- including 600 million monthly active mobile users*** through its search, communications and digital content products. Yahoo also co...
Jul. 25, 2016 10:30 AM EDT Reads: 389