Conference Presentation

When Data Becomes a Dead End: How Gainsight used Eigenworks Buyer Insights to Fuel Massive Growth

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It's hard to believe that the field of customer success is really only about 5 years old! Yet just 5 years ago, very few if any were talking about it. Most industry watchers will recognize the name Gainsight, a company that was just a few people 5 years ago, and has grown at over 350% annually since then, and has played a leading role in creating and defining the customer success marketplace. Gainsight's 2016 PULSE hosted over 3000 devotees, and next year's attendance is projected to be over 5000. But like most success stories, Gainsight's market leadership was never a sure thing. This session will focus on the rise of Gainsight from early startup to its current state, with a special focus on how Gainsight has used Buyer Intelligence from Eigenworks to fuel growth. 

This session features Gainsight's early sales hire Ryan Whitney and Eigenworks founder, Alan Armstrong. Alan and Ryan will walk through three phases of a startup's life: Nail it, Scale it, and Defend it, and talk about the role of buyer intelligence at each phase with examples along the way. You will learn how you could potentially leverage win/loss analysis, stuck deal facilitation, and churn analysis to get the truth behind the sale, renewal, and cancellation.You will learn how buyer stories can be used alongside big data to determine what success means for your current and future customers.

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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