#contactcenterworld, @gainsighthq, @insidedmedia
San Francisco, CA, USA, Jan. 10, 2022 -- Gainsight, a customer success company, announced that it has signed a definitive agreement to acquire inSided, a privately held company based in Amsterdam.
InSided is a customer success community platform designed to leverage the power of communities to drive engagement and product adoption, increase retention and build lasting customer relationships.
The addition of inSided to Gainsight's existing portfolio of products creates a solution that can connect a company's digital products, customer-facing teams and client communities together across the entire customer journey.
"Every technology company wants to increase net revenue retention (NRR), the No. 1 driver of shareholder and enterprise value," Gainsight CEO Nick Mehta said. "But achieving this in a scalable manner is the No. 1 challenge executives face. In our research with clients, the top strategy they were using to scale was to leverage communities to bring users directly into the customer success process and to connect customers with their peers. We are excited that the addition of inSided to our portfolio now allows Gainsight clients to scale digital customer success efforts across community-led, product-led and customer-led growth initiatives."
"The next decade will see the emergence of a new technology stack that is designed to grow NRR," inSided Founder and CEO Robin van Lieshout said. "InSided has reimagined communities for the age of customer success. By joining forces with Gainsight, we have put ourselves in the best position to help companies around the world leverage digital technology to drive all aspects of the customer journey and positively influence NRR at scale."
In 2018, Gainsight extended its portfolio with Gainsight PX, which enables product and customer teams to use product analytics and personalized in-app customer engagement to drive product-led growth.
With this latest acquisition, Gainsight clients will have the advantage to extend the existing suite with a customer community hub, which centralizes all the content and engagement for end users in one single platform.
"Our customers have used inSided to personalize online community experiences and drive higher NPS, retention and expansion rates," van Lieshout said. "We're 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 makes scalable NRR growth possible for every company in the world."
"At Gong, we've grown our customer base exponentially over the past three years," Gong Chief Customer Officer Eran Aloni said. "During this phase of strong growth, Gainsight CS and inSided's 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 excited to see both these companies join forces to deliver even greater joint value to customers."
Posted by Veronica Silva Cusi, news correspondent
Gainsight's innovative technology helps companies increase product adoption and prevent churn by identifying at-risk customers, creating systematic processes to mitigate concerns and efficiently ramping up engagement efforts. Gainsight's platform offers a powerful set of solutions focused on customer success, product experience and community engagement that together enable businesses to put the customer at the center of everything they do.
Published: Wednesday, January 12, 2022
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