Gainsight, the customer success company, announced that it has signed a definitive agreement to acquire inSided, a privately held company based in Amsterdam.
InSided is a leading customer success community platform uniquely designed to leverage the power of communities to drive engagement and product adoption, increase retention and build lasting customer relationships. The platform is used by hundreds of companies including Gainsight, Gong, Productboard, Hopin, Sprout Social and Zapier.
The addition of inSided to Gainsight’s existing portfolio of products creates a market-leading 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.”
A Holistic Approach To Digitally Scaling Net Revenue Retention
Since 2013, customer success teams have been using Gainsight CS to proactively and scalably address customer risks and opportunities that in turn drive customer retention and expansion.
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 unique 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.
Communities as a Force Multiplier for Customer and Business Outcomes
According to the “2021 Gartner Market Guide for B2B Community Platforms1,” online communities have become an integral — not optional — investment, driven by the shift to subscription models and the need for businesses to accelerate customer adoption. Communities are increasingly seen not as a support channel but instead as a customer engagement platform, signaling the potential for significant growth in this market.
Coined community-led growth, this has now been widely adopted by businesses as a multiplier on top of existing models such as customer- and product-led growth.
“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.”