Gainsight Acquires Northpass, Gains a Customer LMS

The move gives Gainsight the “only end-to-end Customer Success Platform in the market” – as per the vendor

Gainsight Acquires Northpass, Gains a Customer LMS
Data & AnalyticsLoyalty ManagementLatest News

Published: July 11, 2023

Charlie Mitchell

Gainsight has entered into a definitive agreement to acquire Northpass for an undisclosed fee.

Northpass is a customer learning management system (LMS) vendor that works with many prominent global brands, including Walmart, Glassdoor, and Freshworks.

Its solution allows each business to build more engaging learning experiences for its customers.

These experiences are highly customizable. For instance, end-users can add various content types, branding, and original code.

Moreover, they may link to other software – such as a CRM, CDP, or Gainsight – for personalization.

Additional features include tools to deliver learning courses across various mediums, measure engagement, and optimize the experience.

In adding the extensive LMS to its portfolio, Gainsight expands the capabilities of its Customer Success Platform.

Sharing more on the motivations behind the move, Robin van Lieshout, Chief Strategy Officer at Gainsight, stated:

“In an economy where a higher value is placed on profitability than growth, a business’s ability to retain and expand their existing customer base in a cost-efficient way is absolutely critical. That’s why Digital Customer Success (DCS) is so important.

With customer education being such an important component of a well-rounded DCS strategy, you can see why we’re so excited about the addition of Northpass and the value the solution will deliver for our customers.

Gainsight now also claims to have the “only end-to-end Customer Success Platform in the market”.

Indeed, it’s a versatile offering, which many businesses primarily leverage to surface timely customer insights and prescribe actions – based on data signals – to enhance journeys.

The platform also consolidates data from many systems to equip CX leaders with these insights and develop a 360-degree view of the customer.

Service agents may use this 360-degree view to catch up on a customer’s interaction history and collaborate on cases via a Teams integration.

Yet, it contains many other tools too. For instance, with Gainsight, users can create retention and expansion forecasts, automate workflows, and develop various dashboards.

Alongside this, Gainsight offers customer journey orchestration, voice of the customer (VoC), and revenue optimization tools.

There is even Sally, the data retrieval bot, that spotlights data by ingesting user prompts.

Now, this ecosystem has grown even larger, and Stephen Cornwell, Founder and CEO of Northpass, is delighted to be part of it. He said:

I’m thrilled for Northpass to join forces with Gainsight. Integrating digital learning with community, in-app product engagement, and rich customer success data unlocks unprecedented opportunities for driving new levels of operating efficiency and superior customer experiences.

Moreover, Northpass may now spread its belief – that customer education is the first step to efficient retention – to a broader audience.

In following this mantra, Northpass has developed a solution that G2 named a Leader and High Performer in Customer Education Software in its Spring 2023 reports.

It has also established a healthy userbase, which – as previously noted – includes Glassdoor, the prominent online recruiter that also uses Gainsight.

As such, the business has a unique perspective on how these technologies may work together – and Mark Kish, Director of Customer Success Operations at Glassdoor, voiced his excitement at the acquisition news.

“Gainsight CS and Northpass have been critical in training, retaining, and expanding our customer relationships and helping us scale efficiently,” he stated.

We’re excited to see these two industry leaders join forces to provide greater value to customers.

The news follows Gainsight’s 2022 acquisition of inSided, the community and loyalty management software firm.

Alongside this, the brand has made many more product launches – since it was snapped up by Vista for $1.1MN in 2020 – including the release of its AI-powered journey optimization platform.



Customer Engagement PlatformMergers and Acquisitions

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