Gainsight Acquires Community Software Firm inSided

Sandra Radlovački

The acquisition is said to form a solution that would propel net revenue retention

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Gainsight Acquires Community Software Firm inSided

Gainsight has announced the acquisition of the SaaS company inSided for an undisclosed sum.

Gainsight says the addition of inSided to Gainsight’s portfolio will create “a market-leading solution” that encompasses all stages of the customer journey, including products and customer-facing teams.

Gainsight CEO Nick Mehta said: “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.”

Amsterdam-based inSided offers a community platform that lets users track and improve customer engagement and self-service. The platform has been used by brands such as Gong, Dyson, Looker, Productboard, Hopin, Sprout Social, and Zapier.

inSided Founder and CEO Robin van Lieshout said: “The next decade will see the emergence of a new technology stack that is designed to grow 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.”

With this acquisition, Gainsight customers will be able to extend the existing suite with a customer community hub that brings together all the content and engagement to one interface.

In November 2021, Gainsight launched a new AI platform for optimising customer journey.

 

 


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