QUICK FACTS

HEAD OFFICE

Office 191 Castro Street
2nd floor
Mountain View, CA 94041
United States

COUNTRIES SUPPORTED

India, United States

LANGUAGES OFFERED

English

category

CATEGORIES

Big Data

INDUSTRIES

Technology

PRICING

Subscription

SIZE OF CUSTOMERS

Large, Medium

 
Founders:
 
Year founded:January, 2009
Funding received:$ 54.1 Million
Investors:
 
#Employees:113 employees
Awards won:7 awards
Vendor size:large
 

Overview

Gainsight, the former JBara Software, has created a big data platform that focuses on customer retention and reducing churn instead of customer acquisition. Gainsight integrates with Salesforce and it uses sales data, surveys, support tickets, usage logs and other sources of customer intelligence to turn customer retention into an automated, data-driven process.

The products that have been developed by Gainsight enable companies to better measure how their products are used or adopted in order to improve customer services by proactively identify up-sell opportunities, detect customers that are likely to leave and asses the impact of churn on the revenue and customer lifetime value.

Gainsight is one of the few companies that pro-actively focuses on customer retention, which is a strong move knowing that retaining a customer is a lot cheaper than acquiring a new customer. So, although there are a lot of companies that focus on customer acquisition, Gainsight takes a different turn and focuses on customer success instead. The platform centralizes all available data into one single environment. Using the massive amounts of data generally available about existing customers, future customer behaviour can be predicted. The Software-as-a-Service uses metrics like when a customer suddenly pays late and/or leaves a lot of negative comments to identify customers and warn managers via an alert about what is happening. On the other hand, customers that increase their usage or always pay on time can be identified as possible up-selling opportunities. The options available however, within the platform, are quite substantial, which could require

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