California-based Gainsight, a customer success company, announced on Monday that it has signed an agreement to acquire Amsterdam-based InSided, a company that claims to be the only customer success community platform for SaaS and subscription-based companies.
With this acquisition and Gainsight’s existing portfolio of products, it can connect a company’s digital products, customer-facing teams, and client communities together across the entire customer journey.
Here’s what InSided offers
Founded in 2010 by Robin van Lieshout and Wouter Neyndorff, InSided is a customer success community platform used by companies to drive product adoption, increase retention, and build lasting customer advocacy.
Through a combination of customer community, knowledge base, and product feedback features, the platform facilitates customer engagement, discussion, and idea generation.
The company says, “With integrations like Zendesk, Skilljar, Salesforce, Mixpanel, and Gainsight, you can connect inSided to the rest of your technology stack and create a 360° view of your customer.”
Speaking on the development, Robin van Lieshout says, “The next decade will see the emergence of a new technology stack that is designed to grow Net Revenue Retention (NRR). 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.”
How does this acquisition help Gainsight?
According to Gainsight, its services have been used by customer success teams since 2013 to address customer risks and opportunities as well as drive customer retention and expansion. In 2018, the company extended its portfolio with Gainsight PX, which enables product and customer teams to use product analytics and personalised in-app customer engagement to drive product-led growth.
With the acquisition of InSided, Gainsight clients will be able to extend the existing suite with a customer community hub that centralises all the content and engagement for end-users in one single platform.
Gainsight CEO Nick Mehta says, “Every technology company wants to increase net revenue retention (NRR), the No.1 driver of shareholder and enterprise value. 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.”
Founded in 2009 by Jim Eberlin and Sreedhar Peddineni, Gainsight is a technology company that offers a range of software for optimising the customer experience and improving product analytics.
Gainsight’s 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. The platform offers solutions focused on customer success, product experience, revenue optimisation, customer experience, and customer data to help businesses put customers at the centre of everything they do.