|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
DevOps is often described as a combination of technology and culture. Without both, DevOps isn't complete. However, applying the culture to outdated technology is a recipe for disaster; as response times grow and connections between teams are delayed by technology, the culture will die. A Nutanix Enterprise Cloud has many benefits that provide the needed base for a true DevOps paradigm.
Apr. 25, 2017 10:30 PM EDT Reads: 560
Today we can collect lots and lots of performance data. We build beautiful dashboards and even have fancy query languages to access and transform the data. Still performance data is a secret language only a couple of people understand. The more business becomes digital the more stakeholders are interested in this data including how it relates to business. Some of these people have never used a monitoring tool before. They have a question on their mind like “How is my application doing” but no id...
Apr. 25, 2017 10:30 PM EDT Reads: 7,106
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 20th Cloud Expo, which will take place on June 6-8, 2017 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 add...
Apr. 25, 2017 10:30 PM EDT Reads: 1,829
Bert Loomis was a visionary. This general session will highlight how Bert Loomis and people like him inspire us to build great things with small inventions. In their general session at 19th Cloud Expo, Harold Hannon, Architect at IBM Bluemix, and Michael O'Neill, Strategic Business Development at Nvidia, discussed the accelerating pace of AI development and how IBM Cloud and NVIDIA are partnering to bring AI capabilities to "every day," on-demand. They also reviewed two "free infrastructure" pr...
Apr. 25, 2017 10:15 PM EDT Reads: 1,267
SYS-CON Events announced today that Juniper Networks (NYSE: JNPR), an industry leader in automated, scalable and secure networks, will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Juniper Networks challenges the status quo with products, solutions and services that transform the economics of networking. The company co-innovates with customers and partners to deliver automated, scalable and secure network...
Apr. 25, 2017 10:15 PM EDT Reads: 1,154
The age of Digital Disruption is evolving into the next era – Digital Cohesion, an age in which applications securely self-assemble and deliver predictive services that continuously adapt to user behavior. Information from devices, sensors and applications around us will drive services seamlessly across mobile and fixed devices/infrastructure. This evolution is happening now in software defined services and secure networking. Four key drivers – Performance, Economics, Interoperability and Trust ...
Apr. 25, 2017 10:00 PM EDT Reads: 3,685
In his keynote at @ThingsExpo, Chris Matthieu, Director of IoT Engineering at Citrix and co-founder and CTO of Octoblu, focused on building an IoT platform and company. He provided a behind-the-scenes look at Octoblu’s platform, business, and pivots along the way (including the Citrix acquisition of Octoblu).
Apr. 25, 2017 09:45 PM EDT Reads: 1,240
Cloud Expo, Inc. has announced today that Aruna Ravichandran, vice president of DevOps Product and Solutions Marketing at CA Technologies, has been named co-conference chair of DevOps at Cloud Expo 2017. The @DevOpsSummit at Cloud Expo New York will take place on June 6-8, 2017, at the Javits Center in New York City, New York, and @DevOpsSummit at Cloud Expo Silicon Valley will take place Oct. 31-Nov. 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
Apr. 25, 2017 08:30 PM EDT Reads: 2,487
DevOps is often described as a combination of technology and culture. Without both, DevOps isn't complete. However, applying the culture to outdated technology is a recipe for disaster; as response times grow and connections between teams are delayed by technology, the culture will die. A Nutanix Enterprise Cloud has many benefits that provide the needed base for a true DevOps paradigm. In his Day 3 Keynote at 20th Cloud Expo, Chris Brown, a Solutions Marketing Manager at Nutanix, will explore t...
Apr. 25, 2017 08:15 PM EDT Reads: 486
Translating agile methodology into real-world best practices within the modern software factory has driven widespread DevOps adoption, yet much work remains to expand workflows and tooling across the enterprise. As models evolve from pockets of experimentation into wholescale organizational reinvention, practitioners find themselves challenged to incorporate the culture and architecture necessary to support DevOps at scale. In his session at @DevOpsSummit at 20th Cloud Expo, Anand Akela, Senior...
Apr. 25, 2017 07:45 PM EDT Reads: 1,750
Join IBM November 2 at 19th Cloud Expo at the Santa Clara Convention Center in Santa Clara, CA, and learn how to go beyond multi-speed it to bring agility to traditional enterprise applications. Technology innovation is the driving force behind modern business and enterprises must respond by increasing the speed and efficiency of software delivery. The challenge is that existing enterprise applications are expensive to develop and difficult to modernize. This often results in what Gartner calls ...
Apr. 25, 2017 07:15 PM EDT Reads: 3,097
In recent years, containers have taken the world by storm. Companies of all sizes and industries have realized the massive benefits of containers, such as unprecedented mobility, higher hardware utilization, and increased flexibility and agility; however, many containers today are non-persistent. Containers without persistence miss out on many benefits, and in many cases simply pass the responsibility of persistence onto other infrastructure, adding additional complexity.
Apr. 25, 2017 06:15 PM EDT Reads: 2,186
Did you know that you can develop for mainframes in Java? Or that the testing and deployment can be automated across mobile to mainframe? In his session at @DevOpsSummit at 20th Cloud Expo, Vaughn Marshall, Sr. Principal Product Owner at CA Technologies, will discuss and demo how increasingly teams are developing with agile methodologies using modern development environments and automating testing and deployments, mobile to mainframe.
Apr. 25, 2017 06:15 PM EDT Reads: 1,154
SYS-CON Events announced today that Hitachi Data Systems, a wholly owned subsidiary of Hitachi LTD., will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City. Hitachi Data Systems (HDS) will be featuring the Hitachi Content Platform (HCP) portfolio. This is the industry’s only offering that allows organizations to bring together object storage, file sync and share, cloud storage gateways, and sophisticated search an...
Apr. 25, 2017 06:15 PM EDT Reads: 333
With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo 2016 in New York. Learn what is going on, contribute to the discussions, and ensure that your enterprise is as "IoT-Ready" as it can be! Internet of @ThingsExpo, taking place June 6-8, 2017, at the Javits Center in New York City, New York, is co-located with 20th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry p...
Apr. 25, 2017 06:15 PM EDT Reads: 959