Leading customer success platform Gainsight announced a strategic partnership with SAP, delivering a powerful integration between Gainsight CS and SAP Sales Cloud. And the integration will help businesses transform how they provide value-driven customer experiences at scale to maximize customer retention and revenue growth. Gainsight CEO Nick Mehta, President and COO Chuck Ganapathi, and SAP’s Senior Vice President, SAP CX Solution Management, Nitin Badjatia, recently discussed the partnership during SAP’s CX Live Event.
The handoff between pre- and post-sales remains challenging in driving long-term customer success across industries. This partnership bridges this gap, unifying and orchestrating the customer journey by combining a collaborative effort across teams: sales, account managers, renewal managers, customer success managers, professional services, and support, which typically work in siloed systems.
Gainsight CS empowers post-sales leaders, Customer Success Managers, and Account Managers in proactively addressing customer churn and expansion opportunities. By centralizing data from CRM, ERP, ticketing, and support systems, the platform transforms this information into comprehensive AI-powered health scores, offering a comprehensive 360º view of each customer and individual stakeholder, as well as automated playbooks that combine both human and digital interactions.
Gainsight’s AI-based Copilot, further personalizes customer engagement by leveraging generative AI to retrieve specific customer insights, enabling teams to operate at scale with greater precision. Along with Gainsight CS, Gainsight offers a suite of advanced solutions designed to elevate every aspect of customer engagement:
— Gainsight Staircase AI: Al-powered insights, health scores, and intuitive dashboards derived from real-time customer conversations across all communication channels.
— Gainsight for Customer Communities (CC): A unified hub enabling seamless customer collaboration and self-service access anytime and anywhere.
— Gainsight for Customer Education (CE): On-demand, digital-first customer onboarding and training experiences designed to accelerate learning curves and deepen customer expertise.
— Gainsight for Product Experience (PX): Actionable product analytics and targeted in-app engagements that drive and measure customer adoption and product utilization.
KEY QUOTES:
“By enhancing SAP Sales Cloud with Gainsight’s AI-driven customer success solutions, businesses will be uniquely positioned to cultivate deeper trust and loyalty with their customers, ultimately leading to higher retention and long-term revenue growth. By integrating the customer success experience directly into SAP, we are creating seamless workflows that help streamline processes and enhance customer relationships at scale.”
- Ritu Bhargava, President and Chief Product Officer, SAP Customer Experience and Industries
“A strategically driven customer success program can significantly enhance customer engagement and drive revenue growth. The partnership between SAP and Gainsight uniquely elevates insights and opportunities by integrating an enterprise’s success data with market intelligence while aligning customer understanding across sales and customer success teams, delivering greater value to teams and to customers.”
- As Liz Miller, Vice President and Principal Analyst at Constellation Research
“What started as a concept pioneered by software companies, customer success is now a critical priority for every company undergoing digital transformation to an as-a-service business model. A critical component of this model is the ability to drive value throughout the customer journey. And this is just the beginning of our partnership with SAP. Our joint roadmap includes integrations not only with Sales Cloud, but also other SAP products including Service Cloud, Datasphere, and more.”
- Chuck Ganapathi, COO and President at Gainsight
