Gainsight and Productboard Partnership Puts Customers at the Center of All Product Decisions

40% of Product teams struggle to understand customers and customer needs

Gainsight and Productboard are excited to announce a bi-directional integration between Gainsight CS and Productboard that helps Product and Customer Success teams collaborate to drive customer satisfaction and guide roadmap strategy. 

With this integration, Customer Success teams can send customer product feedback directly into Productboard and track their customer product requests throughout the entire lifecycle, without leaving Gainsight. This orchestrated relationship between Product and Customer Success orgs creates unparalleled customer experiences, resulting in higher retention rates – not to mention powering organizational growth.

Like many companies, Revenue.io needed to track and manage customer needs for multiple products. Jeff Shelton, VP of Product, took advantage of Productboard’s Insights feature and the Gainsight CS integration to achieve just this. 

“Productboard gave us a dedicated space where we could refine our products based on a product and customer-centric perspective.” – Jeff Shelton

Revenue.io’s product team now has a central place to gather customer feedback from multiple inputs, and keep customer success teams informed async. 

Read on for an idea of what else this integration can enable teams to do.

Focus Your Product Priorities by Delivering on Customer Needs

• Enable CSMs to capture and share the voice of the customer with product teams
• Enable PMs to use customer feedback to improve prioritization and roadmap planning
• Keep CSMs updated on the status of features requested by each customer, so they can keep customers “in the know”
• Expand customer advocacy through loyalty gains
• Drive durable growth through improved retention rates

Efficiency in Every Interaction

• Automation removes the need for CSMs to manually communicate product requests to PMs across various tools
• Allow CSMs to track the status of features, without asking PMs for regular updates 
• Visibility gains for CSMs to provide real-time updates on the status of product requests through a transparency that builds trust

Improve Collaboration Between Your CS and Product Teams

• A seamless workflow for CS to share customer feedback with PMs helps product teams prioritize the right features that will solve real customer needs and drive growth for the organization

Product Management as an Extension of Customer Success

By creating a closed-loop customer feedback program, customers feel heard and have their loyalty rewarded. This orchestrated effort across functions creates unparalleled customer experiences, resulting in higher retention rates along with greater advocates to power your organization’s growth.

Read more about this integration here.