Gainsight, the world’s leading Customer Success platform, announced that it has signed a definitive agreement to acquire Northpass, a privately held company based in Parsippany, New Jersey.
Northpass is the leading customer education platform that helps medium and large businesses create engaging and effective digital customer education programs. It was recently named Best Customer Learning Management System “LMS”; of the year 2023 at the SIIA CODiE annual awards, and G2 recognized it as a leader and high performer in customer education software in its Spring 2023 report. The solution is used by nearly 350 B2B and B2C companies, including Walmart, Freshworks, Glassdoor, Pipedrive, AgriWebb, Campfire, and Front.
According to a recent survey by TSIA, 93% of education groups invest or plan to invest in LMS tools and technologies and 72% invest or plan to invest in data analytics tools and technologies. Whether. The addition of Northpass to Gainsight’s product portfolio creates the only end-to-end customer success platform on the market, allowing companies to not only automate customer success management efforts responsively, but also scale more efficiently by leveraging digital channels such as email journey automation, in-app product engagement, customer community, and now education and customer training. With Gainsight, businesses can drive net revenue retention (NRR) across multiple stages of the customer journey while consolidating spending with a single AI-powered platform.
“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—it’s purpose-built to help companies meet their customers where they’re at and deliver a consistent customer journey at scale. And 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.”
Robin van Lieshout, Chief Strategy Officer at Gainsight.
“Digital customer education significantly reduces the time customer success teams spend training customers manually and delivers the modern learning experience that customers expect,”
“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—both critical to succeeding in today’s economy.”
Stephen Cornwell, Founder and CEO of Northpass.
Customer Education Is the First Step to Efficient Retention
Businesses can start their customers on the right foot by:
– Efficiently delivering on-demand learning experiences customers can access 24/7, which eliminates 1:1 training, thereby reducing costs.
– Boosting customer engagement through embedded learning on their website or app to increase reach and customer satisfaction.
While in turn, businesses benefit in several other ways:
– Boosting the scale and efficiency of their Customer Success teams by eliminating the need for constant hand-holding from CSMs and helping them focus on more high-value activities such as renewals and expansion.
– Elevating the customer experience through a seamless learning experience at scale. Effortless learning experiences not only boost training engagement but also drive CSAT/NPS, product usage, and revenue.
And by integrating training data, such as course completion rates, into Customer Health Scores in Gainsight, Customer Success teams can further automate key and automated workflows more information about predictability of gross completion rate and net retention.
“Like many companies, recurring revenue is one of our primary business metrics,”
“Gainsight CS and Northpass have been critical in training, retaining, and expanding our customer relationships and helping us scale efficiently. We’re excited to see these two industry leaders join forces to provide greater value to customers.”
Mark Kish, Director of Customer Success Operations at Glassdoor.