Creates the only solution that leverages product and community-led growth to drive net revenue retention at scale
Gainsight, the customer success company, announced today that it has entered into a definitive agreement to acquire inSided, a private company based in Amsterdam.
InSided is a leading customer success community platform designed exclusively to harness the power of communities to drive product engagement and adoption, increase retention, and build lasting customer relationships. The platform is used by hundreds of companies like Gainsight, Gong, Productboard, Hopin, Sprout Social, and Zapier.
The addition of inSided to the current Gainsight product portfolio creates a market-leading solution that can connect a company’s digital products, customer-facing teams and customer communities throughout the entire customer journey.
“Every technology company wants to increase net income retention (NRR), the #1 driver of shareholder and company value,” said Gainsight CEO Nick Mehta. “But getting it to scale is the #1 challenge executives face. In our research with customers, the number one strategy they used to scale was to leverage communities to bring users directly into the customer success pipeline and to connecting customers with their peers We are excited that the addition of inSided to our portfolio will enable Gainsight customers to scale digital customer success efforts through community, product, and customer-driven growth initiatives “.
“The next decade will see the emergence of a new technology stack designed to grow the NRR,” said inSided Founder and CEO Robin van Lieshout. “InSided has reimagined communities for the era of customer success. By joining forces with Gainsight, we’ve put ourselves in the best position to help businesses around the world harness digital technology to power every aspect of the customer journey.” and positively influence NRR at scale.”
A Holistic Approach to Digitally Scaling Net Revenue RetentionSince 2013, customer success teams have been using Gainsight CS to proactively and scalably address customer risks and opportunities that, in turn, drive retention and engagement. customer expansion.
In 2018, Gainsight expanded its portfolio with Gainsight PX, which enables product and customer teams to use in-app product analytics and personalized customer engagement to drive product-driven growth.
With this latest acquisition, Gainsight customers will have the unique advantage of expanding the existing suite with a customer community hub, which centralizes all content and engagement for end users on a single platform.
Communities as a Force Multiplier for Customer and Business OutcomesAccording to the “2021 Gartner Market Guide for B2B Community Platforms1,” online communities have become an integral investment, not an option, driven by the shift to community models. subscription and the need for businesses to accelerate customer adoption. Communities are increasingly viewed not as a support channel, but as a customer engagement platform, indicating the potential for significant growth in this market.
Called community-led growth, it has been widely adopted by companies as a multiplier of existing models such as customer-led and product-led growth.
“Our customers have used inSided to personalize online community experiences and drive higher NPS, retention and expansion rates,” said van Lieshout. “We are excited to join the market-leading customer success company and further integrate customer communities and customer voices into customer success and product adoption workflows.” The combination of Gainsight and inSided enables NRR’s scalable growth for companies around the world.”
Companies will now have the ability to leverage community-led growth as a force multiplier to deliver better customer outcomes and drive higher NRR by:
Simplify the way customers engage with companies at all stages of their journey.
Attract all customers without exponentially increasing customer success costs.
Combine community activity, product usage, and CSM information to predict renewals.
Combine email, in-app communications, CSM outreach, and community engagement.
Enable collaboration on success plans, playbooks, and more through a customer center.
“At Gong, we have grown our client base exponentially over the last three years,” said Gong Client Director Eran Aloni. “During this phase of strong growth, Gainsight CS and the inSided Community Platform have been instrumental in enabling us to deliver high-quality customer interactions at scale and optimize net revenue retention across our customer base. We are very pleased that these two companies join forces to deliver even greater joint value to customers.”
ABOUT GAINSIGHTGainsight’s innovative technology helps companies increase product adoption and prevent customer churn by identifying at-risk customers, creating systematic processes to mitigate issues, and effectively increasing engagement efforts. The Gainsight platform offers a powerful set of solutions focused on customer success, product experience, and community engagement that together enable companies to put the customer at the center of everything they do. Learn how leading companies like GE Digital, SAP Concur and Box use Gainsight at www.gainsight.com.
ABOUT INSIDEDInSided is the only customer success community platform for subscription and software-as-a-service companies. The platform is used by hundreds of companies to drive product adoption, increase retention, and build lasting customer advocacy. Through a combination of customer community, knowledge base and product feedback features, inSided facilitates customer engagement, discussion and idea generation. With integrations like Zendesk, Skilljar, Salesforce, Mixpanel, and Gainsight, you can connect inSided with the rest of your tech stack and create a 360-degree view of your customer. Founded in 2010, inSided is based in Amsterdam with an office in New York serving clients like Gong.
