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| Gainsight Co., Ltd. (Japanese corporation: Minato-ku, Tokyo, President and Representative Director Yu Kinumura, hereinafter referred to as Gainsight) provides a customer success platform. Gainsight's new product to further advance customer-driven growth |
| “Customer Hub” has been released. |
| This new product integrates with the existing Customer Success Platform to accelerate the environment in which customers can learn for themselves, share their results with the community, and learn from others. This further accelerates customer success and creates a passionate fan base for your product. |
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| Gainsight believes that Customer-Led Growth is the key to modern business success. |
| This growth model is supported by three elements: “customer success,” “co-creation with customers,” and “customer enthusiasm.” |
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| ▪️Customer success |
| The foundation of everything we do is creating an environment where our customers can succeed. Understand customer goals across the enterprise and create processes to help achieve them. By coordinating complex processes across multiple organizations and roles, we achieve sustainable customer success. We also provide an environment where customers can continue to learn on their own, allowing both organizations and individuals to continue to grow. |
| ▪️Co-creation with customers |
We carefully capture customer feedback and continue to improve our services based on that feedback. This includes not only product improvements, but also all processes such as messaging and onboarding. By transparently sharing the process by which customer feedback is reflected in the product, customers will know that their voice is reflected in the product and become even more enthusiastic about the product.
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| ▪️Customer enthusiasm |
| Successful customers develop new fans and champions, and their message spreads to a larger community. In particular, conquering enterprise customers requires customers who understand the complex organizational structure and culture within the company. |
| ■[New product] What is Customer Hub |
| “Gainsight Customer Hub” is for realizing Customer-Led Growth |
| ・Customers themselves learn more about the product (customer success) |
| ・Share customer feedback with the product team (co-creation with customers) |
| ・Users connect with each other, share knowledge, and improve each other (customer enthusiasm) |
| It becomes a valuable platform between customers, companies, and users. |
| We provide an environment where all digital content for customers is centrally managed, user behavior can be understood, and appropriate support can be provided. |
| ▼Features provided by Gainsight Customer Hub |
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| In fact, the success of this model is clear, with SaaS companies on a global scale realizing more than half of their new ARR as expansion business from existing customers. Expanding from existing customers is more profitable than acquiring new customers and brings about greater growth. |
 | | Quote: ICONIQ Capital The New Era of Efficient Growth |
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| Gainsight Customer Hub creates an environment where customers can easily find the information they need, and allows companies to understand their customers' learning status in real time. This allows us to take our customers' success to new heights. |
| In fact, Gong Inc. in the United States created a digital hub using “Gainsight Customer Hub.” |
| This allows 3x more upsells becomes Update rate improved by 36% We have achieved results such as: |
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| At Gainsight, we build stronger business and growth by building customer success together. |
| For more information on Gong's case studies, please visit our website. |
| ■Toward release of new product “Gainsight Customer Hub” to accelerate Customer-Led Growth |
| ▪️Community Marketing Promotion Association: Representative Director Mr. Hideki Kojima |
| The Community Marketing Promotion Association, of which I am the representative director, promotes dialogue with customers and information sharing among customers through “communities” hosted by companies, and engages in activities that contribute to improving loyalty and understanding and developing customers. We are proceeding. | | Particularly in the B2B field, multiple stakeholders are involved in everything from product selection to operation, and one-sided communication from companies has limited influence. Therefore, the role of community marketing is becoming increasingly important. | | This approach is the very philosophy of Customer-Led Growth, where customers lead growth, and implementing it requires changes in corporate culture and structure. | | We sincerely hope that this announcement by Gainsight will support the transformation of these companies and lead to further expansion of Customer-Led Growth in Japan. |
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| ▪️WingArc 1st Co., Ltd.: Executive Officer and CMO Mr. Atsunori Kuga |
| Data utilization and customer-driven growth are essential elements for business success. | | WingArc 1st helps over 10,000 companies grow by providing data utilization tools | | We support you. The user community “nest” we operate provides a platform where over 4,000 members connect between users and between users and our own product teams. By sharing experiences and knowledge, we can improve user success and improve user success. We are working to support the growth of companies. | | Gainsight's “Customer-Led Growth” is not only a means to achieve customer-centricity, but also to understand customers and the value they provide, and maximize profits through optimizing the customer experience. This is an important initiative to do so. | | Achieving “Customer-Led Growth” places great importance on an approach that combines data and customer-led growth, and we welcome the ability of “Gainsight Customer Hub” to powerfully drive user success and company growth. Masu. |
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| ■What is Customer Hub? Details will be explained at the online briefing session |
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| [Event Overview] |
| Title: How to properly guide your customers and create passionate fans |
| Content: Overview of Customer-Led Growth advocated by Gainsight and utilizing Customer Hub |
| Here are four steps to creating customer enthusiasm. |
| Date and time: October 3, 2024 (Thursday) 15:00-15:30 |
| Format: Online (Zoom) |
| Participation fee: Free |
| Capacity: Approximately 100 people |
| Speaker: Kaori Wakui, Director of Customer Success, Gainsight Inc. |
| The application URL is Click here |
| ■Comment from Yu Kinumura, President and CEO of Gainsight Co., Ltd. |
| Gainsight is We believe that building strong relationships with customers is what determines the sustainable growth of Japanese companies . |
| The key is Practice of “Customer-Led Growth” is. This practice requires an environment where customers can continue to deepen their own learning. |
| Until now, activities to increase customer proficiency have been carried out by customer success teams, but as many companies enter a new phase of business expansion, change is required. |
| In fact, many users desire self-service learning at their own convenience, but are struggling to find the right content. |
| That's where our new Gainsight Customer Hub comes in. This is an innovative solution for companies to achieve Customer-Led Growth through the power of technology. The data accumulated in the Customer Hub goes beyond the customer success team's awareness and is integrated into daily operations, enabling advanced decision-making. |
| Now is the time to deliver the best customer experience through the fusion of digital and human. |
| Gainsight helps all businesses deepen customer relationships and achieve sustainable growth. |
| Gainsight Customer Hub will transform your business as a place for learning in a new era. |
| ■About Gainsight |
| Gainsight provides the industry's leading customer success platform focused on customer success, product experience, and community engagement, enabling people-first operations that put customers at the center of everything we do. Data-rich analytics helps businesses identify at-risk customers, build systematic processes to solve their challenges, and track, analyze, and automate customer outcomes with data-driven engagement. Accelerate business growth by increasing product utilization, reducing churn rates, and expanding product coverage. |
| Many companies use Gainsight, including GE Digital, SAP Concur, and IBM. Click here for more information. https://www.gainsight.co.jp/ |
