What Is Gainsight’s Competition Today?

Over the last few decades, there have been several SaaS players who have helped organizations acquire customers through a cloud-based CRM model. But it is only recently that organizations have realized the importance of managing customer success. Customer success has been defined as the ability of an organization to ensure that their customers are happy with their services so as to retain them for longer and expand their relationship.

Gainsight’s Offerings

Redwood City-based Gainsight is one player in the industry which offers a SaaS-based model to help businesses grow while managing customer churn. It was founded in 2011 by serial entrepreneurs Jim Eberlin and Sreedhar Peddineni. Prior to founding Gainsight, the duo had worked together to set up Host Analytics, a SaaS-based corporate performance management company. While at Host Analytics, the two wanted to ensure that customers continually renewed their subscriptions and bought new services. While trying to meet that requirement, they realized that there were a lot of technologies to get customers to purchase a product, but there was no technology to help them understand existing customers in terms of what they were using, how satisfied they were, and the risk level involved in their leaving. They set up Gainsight to meet that need.

Today, Gainsight’s service helps businesses grow faster by reducing churn, increasing upsell, and driving customer advocacy. By providing the organizations with a 360° view of customers, it improves retention across sales, marketing, and product management. Organizations are able to get in touch with their customers more effectively and can deliver products that meet their customers’ needs.

Gainsight continues to enhance its products by listening to its customers. Its ambition is to provide a single source of truth for customer information across business partnerships and reselling networks. It wants to enable channel partners selling software such as Salesforce to share information back with sales reps at the parent company.

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Sramana Mitra is the founder of One Million by One Million (1M/1M), a global virtual incubator that aims to help one million entrepreneurs ...

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