With over 90 experienced professionals globally, Gainsight Professional Services has the unique experience of having partnered with over 1,200 Gainsight clients by delivering over 400,000 project hours to-date. We have the most complete understanding of our own products, solutions and Customer Success industry best practices to help clients of all sizes, geographies, and industries continuously maximize the short- and long-term value of their Gainsight investment.

Our consulting expertise is aligned along three tenets of client success:

Accelerate Value
Gainsight’s Accelerate onboarding methodology is the proven, practical onboarding approach leveraging the experience of thousands of client onboardings. The Accelerate methodology processes, templates, tools, and inherent best practices are uniquely built to drive our client’s success from day one and to begin unlocking immediate Gainsight value in as little as two weeks.

Best Practice Configuration
Our consultants leverage experience from all of Gainsight’s clients to design and build solutions that address out client’s unique business needs. Additionally, with continuous discussions and access to our product design and engineering teams, we bring both the current and directional knowledge of the Gainsight solutions directly to our clients to ensure that they leverage the most advanced knowledge of the solution capability to its fullest extent.

Proven Solutions
From productized offerings to client-specific solutions, the foundation of success in designing and delivering value-based outcomes for our clients allows Gainsight Professional Services to continue building and implementing Gainsight solutions that are aligned with a framework of Customer Success best practices. There is seldom a use-case that Gainsight Professional Services has not already seen and that knowledge and experience is brought to every one of our clients to ensure the greatest ROI and the lowest total cost of ownership.

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Take your team from Good to Great with our digital coaching models that train your team and give them the next best action across any stage in the customer journey. AI extensions to Customer Success allow CSMs to become revenue drivers using Empathy Intelligence to lead the way.

• Land: Detect challenges in customer expectations from sales in order to verify commitment to adoption goals. Automatically take action items from your recorded meetings to create calls to action (CTA) for follow-up in Gainsight.
• Adopt: Validate go-live date probability and track changes in the loyalty of your champion, executive sponsor or power users to make AI-driven decisions of what to do next. Build a personality profile of your power users consisting of strengths, weaknesses, opportunities and threats (SWOT) to create superhuman augmentation of the factors that drive adoption.
• Expand: Cross-reference product utilization to CSM health scores and detected loyalty to identify patterns that create a propensity to buy more from your champion or executive sponsor. Validate that your customer is on the plateau of productivity or course correct to find the next best actions to get them back on track.
• Renew: Identify the inflection point of loyalty versus usage to get advanced notice on probability and continuity of the renewal. Prepare for pivotal quarterly business reviews by weighing in on the nuances of communication based on personality profiles of your Champion and Executive Sponsor.

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Through our expertise and highly pragmatic methodology, we work with Gainsight to:

• Protect your revenue stream
• Grow your revenue from installed accounts
• Increase customer advocacy

As early pioneers in the cloud, we have extensive personal experience with the the impact of contraction and churn on a subscription driven business.

Combining these insights with Gainsight’s tools, we help our clients to:

• Gain deeper insights into customer behaviour
• Operationalize the customer lifecycle
• Coordinate actions and results across teams
• Proactively grow subscription revenue from installed clients

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Success Lab helps Japanese companies transform and become customer-centric by helping them embrace customer success into their strategies, operations, culture and organizations. With deep expertise in transformation and customer success, Success Lab delivers insights that enable your leadership team to focus on those activities and improvements most likely to engender satisfaction and loyalty. Our services include content service, learning community and consulting services.

• Content service: Thought leadership and best practices content for every role in the organization with effective tips and case studies curated from both Japanese and US-based sources that will keep you informed and engaged.
• Learning community: Deep learning experience on our online learning platform makes everyone get motivated and energy for the job and career.
• Consulting service: Expertly designed customer success programs that follow best practices and avoid common pitfalls for Japanese companies.

We enable you and your teams to understand your customers, what matters most to them, and how to help them at every step of their journey to business success. If you are interested in accelerating customer success at your company, feel free to contact us at info@success-lab.jp

サクセスラボは、企業の戦略、オペレーション、文化、組織にカスタマーサクセスを取り入れることで、企業が「真の顧客第一主義」へ変革するのを支援します。サクセスラボは、変革とカスタマーサクセスに関わる深い専門知識をもち、お客さま企業のリーダーシップチームが、高い満足度とロイヤルティを生み出すための活動や改善に集中できるようアドバイス致します。サクセスラボは、コンテンツサービス、学習コミュニティ、コンサルティングサービスを提供します。 コンテンツサービス：組織内のさまざまな役割を担う人に向け、日本と米国の情報ソースから、すぐに役立つヒントや事例が豊富な、業界をリードする考え方や具体的なベストプラクティスなどのコンテンツを提供します

• 学習コミュニティ：参加者一人ひとりが、自身の仕事やキャリア構築に向けた意欲とエネルギーが湧き上がる革新的な学習経験を重ねられる、独自のオンライン学習プラットフォームを提供します
• コンサルティングサービス：欧米企業や日本企業のベスプラクティスに加え、日本企業によくある落とし穴に関する深い知見を踏まえてカスタマイズした、個社ごとのカスタマーサクセス推進プロジェクトを提供します
• 私たちは、皆さまのチームがカスタマーのこと、そしてカスタマーにとって最も重要なことを深く理解し、カスタマーがビジネスで成功するまでのあらゆる段階で効果的に手助けできるようになるまでご支援します。御社におけるカスタマーサクセスの促進にご興味のある方は、info@success-lab.jp までぜひお気軽にお問い合わせください。

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Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders.

With more than 435,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

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Coastal Cloud is a modern business and technology consulting firm that has partnered with 360+ clients to deliver transformational results. A proud Gainsight and Platinum Salesforce Partner, our Customer Success Solutions help our clients improve retention and increase revenue by building world-class, outcome-oriented Customer Success organizations. Our services span the full lifecycle of needs:

The Journey

Ensure your customers achieve their desired results and have a positive experience working with you. Journey services focus on “first things first” to establish the right strategy and charter for your CS org and make sure key programs like on-boarding and renewals are efficient and effective:

• Customer Success Strategy & Charter
• Customer Journey Analysis & Design
• Segmentation & Engagement Strategy

The Team

Build and enable a high-performance organization. We’ll collaborate with CS leadership on defining roles, responsibilities, and playbooks for partnering with sales, marketing, and product:

• Customer Success Team Organization Planning
• Change Management
• Cross-Functional Alignment

The Operations

Build data-driven, scalable programs that predictably deliver results. Operations services focus on what you measure, how you measure, and implementation of scalable tools and technologies:

• KPI Definition & Measurement Approach
• Customer Success Tools Selection & Implementation
• Portfolio Health & Forecasting

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CSM Practice is a management consulting & technology services firm. We partner with our clients’ organizations by providing strategic, technology-enabled Customer Success solutions. CSM Practice has successfully been working with companies like Tint, Pendo, and BloomReach to turn their Gainsight and Customer Success visions into reality since 2014.

Our unique service offerings are geared to help you unlock the full potential of Gainsight. We leverage our technical knowledge and Customer Success expertise to map your Customer Success vision to your Gainsight implementation roadmap in the most effective and optimized manner.

CSM Practice offers a range of Gainsight solutions to kick your digital and on-demand engagement models into high gear. Over the years, we developed expertise in enabling Advanced Outreach email campaigns and customer surveys in a way that increases client engagement levels. These initiatives are data-driven in nature, and if you have any MDA initiatives you’d like to expedite, CSM Practice has the experts to accelerate your projects.

You can scale your high-touch Customer Success approach using Gainsight and CSM Practice expertise to automate playbooks. Strategic Customer Success managers become more proactive with well-designed health scores. They need calls-to-action and playbooks that leverage email assist functionality to be more efficient. Most importantly, CSM practice works with strategic Customer Success teams to drive better transparency and improve handoff processes as well as cross-functional collaboration.

Finally, to truly get the most out of your Gainsight investment across your entire organization, CSM Practice will work with each and every one of your client-facing teams to drive efficiency and a cohesive client experience across your organization.

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Growth Molecules is a team of consulting professionals and revenue advisors with more than 100 years of combined Customer Success leadership experience who deliver data-driven customer success strategies to enable your teams and customers.

Award-Winning Experience

Our team is founded and built on helping numerous companies grow their SaaS business through customer adoption, renewals, expansion and advocacy. Our leadership are winners of numerous accolade as experts in this field with a level of dedication and excellence that has become our company’s standard of service. We draw from this wealth of experience, applying it in every business we undertake. We provide our clients with valuable learning, expand their growth and income capacity, and help them master customer success.

Actionable Outcomes

We develop and deliver practical and actionable playbooks, workshops and training programs along with solutions that make things easier and more efficient. Our expert guides work alongside your teams from day one for a seamless execution, avoiding gaps, confusion, and wasted resources. We teach and shepherd your people on their way forward. We pave the road for a smooth transition process while equipping them with knowledge, skill, and confidence.

Growth Engine

We build growth engines by focusing on your specific customer experience needs, design solutions, and drive your business forward – guiding you each step of the way. We act as your co-pilot and partner in elevating your business success through expansive customer success processes, technology, and strategies. We ensure that you experience high-impact learning, positive changes in your customer culture, and outline an actionable approach for your company’s growth.

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nCloud Integrators is the market leader in Gainsight implementations, Gainsight administration and Customer Success best practices – with customers ranging from Fortune 100 companies to Small and Mid-Market Enterprises (SME), all who require the need to improve their Customer Success processes.

• nCloud Integrators has worked with more than 500 Gainsight customers to date.

• nCloud Integrators has the most Gainsight-certified employees outside of Gainsight.

• Of the companies that purchased Gainight’s Essentials and Essentials Plus, 90% of these companies took advantage of nCloud Integrators’ implementation services.

Our Accelerate Methodology for Gainsight Implementation

The nCloud Accelerate Methodology for Gainsight Essentials and Essentials Plus combines Customer Success strategy, guidance, requirements gathering, data integration, and enablement – allowing new Gainsight customers to go live in four to eight weeks. After implementation, nCloud offers ongoing Gainsight Expert Services to help clients stay on track with Customer Success initiatives.

nCloud’s offering is unique in that the company brings decades of experience with data integration to the implementation process, enabling the interaction of Gainsight with Salesforce, Zendesk, Snowflake, HubSpot, Redshift, Freshdesk, GreenByte, and more.

Our Gainsight Administration Services

nCloud has experts available to help you stay on track with your Customer Success (CS) initiatives, with services ranging from weekly guidance sessions as you continue to build your CS capabilities to full Gainsight administration. Leveraging nCloud Integrators’ experts will help reduce your overall adoption risks and administrative burden.

Our Customers

Market leaders including Flock Safety, Honeycomb, SmartMoving, MotionHall, Radar Healthcare, Olive, ClosingLock, Quantum Workplace, Popmenu, LeoLabs, Cedar Gate Technologies, Ekos, Microblink, RepeatMD, Turvo, Inc. ExpertLogix, Elements.cloud, Planning Pod, Vic.ai, Sastrify, and Stellar Cyber all saw the benefits of nCloud Integrators’ Accelerate Methodology for Gainsight Essentials and Essentials Plus.

Visit www.nCloudIntegrators.com for customer case studies, industry resources and proof that nCloud Integrators delivers actionable results.

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Satrix Solutions is a consultancy dedicated to furnishing our clients with insights they rely on to improve their products and services, differentiate from the competition, and scale their business.

As experts in Voice of the Customer strategy, our consultants capture the true sentiment of your customers – pinpointing specific actions that will drive the greatest return on investment for your efforts. The insights we deliver enable your leadership team to focus on those activities and improvements most likely to engender satisfaction and loyalty. We enable you and your team to focus on the things customers care about most, instead of overloading the organization with too many initiatives.

Engagements are customized to the unique needs and goals of our clients and include: expertly designed customer experience programs that follow best practices and avoid common pitfalls, robust reporting and recommendations for continuous improvement, educational materials on the actions employees can take to strengthen relationships, and benchmarking and trend analysis to evaluate ongoing performance.

Companies that don’t possess a deep understanding of what drives value for their customers risk losing market share to those that successfully align their offering with the needs of the market. The programs we manage not only save revenue that would otherwise be lost, but help our clients capture new revenue, through upsell / cross-sell, referrals, and higher sales close rates.

Take a closer look at how we’ve helped software companies maximize the impact of their VoC programs at www.satrixsolutions.com.

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When it comes to customer success trends and best practices, TSIA has its finger on the pulse. Our industry experts work directly with Customer Success teams to help them benchmark their organizations so they can effectively optimize, scale, and grow.

Here’s a look at the top business challenges we’re currently helping our Customer Success members across the globe solve:​

• Adoption Monitoring and Health Score
• Key Performance Indicators (KPIs) for Customer Success
• Best Practices for Establishing a Customer Success Organization
• Customer Success Compensation Strategies

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Valuize empowers B2B software companies to retain and expand customers by supercharging their customer success strategy + technology. As the world’s first and most certified Gainsight consulting partner, we are masters of the technology and employ it to transform the customer success strategies of companies like Splunk, Datto, Elastic, PointClickCare, GE Digital, Databricks and Commvault.

Experts in integrating and optimizing strategies and technologies across the B2B SaaS customer lifecycle, we help Customer and Revenue leaders to:

Define Shared Value

• Define prescriptive measurable outcomes that will drive value realization for your target customers. We call these Value-based Outcomes
• Define a subscription pricing model that integrates with your Value-based Outcomes so as to enable shared value realization with your customers
• Define prescriptive formulas consisting of the activities, roles and data required to achieve and sustain your Value-based Outcomes. We call these Value Formulas

Unify and Optimize Your Customer Lifecycle

• Unite the customer acquisition, adoption, retention and expansion phases of your customer lifecycle using the Value Formulas as a common DNA
• Design and optimize your Customer Success strategy using Value Formulas as its foundation
• Connect and align your Sales strategy with your Customer Success strategy
• Establish deep and successful partnerships with your customers by using Value Formulas to create a common language, measurement system and value-centric journey map

Operationalize and Scale Customer Success

• Systematize and scale your Customer Success strategy by implementing it within the Gainsight platform
• Establish and maintain full adoption of Gainsight within your organization so as to maximize your value realization from your Gainsight investment
• Maximize customer-centricity in your company by integrating Gainsight with your CRM and other key customer lifecycle technologies

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