From Data to Deals: How AI Builds Your Expansion Pipeline

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Julia Nimchinski: Welcome to the show, Keith Pierce, Cmo. Gainsight, and we are for a real treat again from data to deals. How AI builds your expansion. Pipeline. How have you been, Keith?

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Keith Pearce: I’m doing well. I’m doing well. Thank you. Thanks for having me today.

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Julia Nimchinski: Our pleasure. What’s the latest and greatest with Game Site?

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Keith Pearce: You know, it’s it’s interesting interesting times, you know. We are kind of the Known Customer Success Company. We could argue that we created the category. Our competitors probably wouldn’t love to hear that but 12 year old Saas company

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Keith Pearce: de facto brand for customer success. But you know we see customer success now under the Cro. So we have a whole new buyer. We have to educate about customer success and why it’s important. And we’ve added some cool, new AI capabilities like so many tech companies. And so we’re obviously super stoked about that. So that’s a little bit about what’s new in our world these days.

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Julia Nimchinski: Can’t wait to dive into it, Keith. We’ve got 30 min let’s just kick off your session and then open it up to community questions and conversation a bit

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Keith Pearce: That sounds good. I’ve got some slides to share. I hope that’s okay.

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Julia Nimchinski: Awesome.

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Keith Pearce: Alright cool. I’ll load them up and we’ll get going.

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Keith Pearce: Hopefully. Everyone can see that. Okay.

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Julia Nimchinski: Yep.

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Keith Pearce: Awesome. Well, thanks again, Julie, for having me, Keith Pierce, Cmo. Of gainsight, really excited to talk to you today about how you turn data into deals, and how you use AI to build your expansion pipeline. If you’re like me, you’re under tremendous pressure to build pipeline.

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Keith Pearce: And so many marketers put so much of their budgets around what we’ve been trained and rewarded to do, which is, go find the net new customer. Go find the new Logo. Our Ceos love to read in transcripts on earning calls that we have X percent of the fortune 500, or we have the top 8, 10 banks. And you’ve all heard the verbatims.

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Keith Pearce: But our belief, and my belief, especially in the times, is the pipeline, is is waiting within your customer base. And so that’s what we want to talk about. How we can help you do that today.

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Keith Pearce: So you know, just to give you a sense of why this is so important, and to underscore it, this is where your account teams are. This is where your sales teams are. This is where your C levels have executive sponsorships. It’s where your renewal teams are. And so 60 to 70% of your revenue is coming from existing customers. And it’s kind of like, you know it. It hasn’t been the cool thing in marketing. You do install base or expansion marketing.

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Keith Pearce: but I think this is what the times call for and you know, to state the obvious customers that acquire more products from you. When you do that renewal are much more likely to be sticking around as they grow. And then, obviously, you have the lifetime value of multi year customers versus kind of the one and dones So

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Keith Pearce: let’s just be real. Have we tapped into our customers as a revenue source, and I think if we looked internally, especially with pipe to spend ratio metrics and cac, you know, measures on on top of this. These are great performers when it comes to to those kind of financial metrics, and it really starts with visible into the right customer data, the worst emails I’ve ever gotten. And I know our audience can relate to. These

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Keith Pearce: are the emails from customers on a campaign that say, thank you so much for drumming up? Why, you guys are awesome. I’ve been a customer for 10 years right like, go fix your database. You’re smiling, Joyce. I know you’ve you’ve gotten those 2. And the reason that happens is, you know, it’s it’s the human error. But it’s it’s it’s part of that ethos of go in the new instead of thinking about the existing.

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Keith Pearce: And look, you know, to say the obvious, we are buying a lot of technology today as Cmos and as marketing teams

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Keith Pearce: that leverage AI to determine intent, we’re all looking for the signal. And so we’re ingesting a lot of data into our systems that can tell us who’s in market, who the right persona is, what they’ve done.

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Keith Pearce: The reality is when you think about selling to existing customers all that data is within your 4 walls.

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Keith Pearce: I mean, you have the data.

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Keith Pearce: It’s in the form of support tickets. It’s in the form of emails between reps and customers. It’s in recorded meetings and calls that you have transcripts of.

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Keith Pearce: It’s in chat and slack interactions. And what are those things? Well, they’re things where a customer saying something about a competitor.

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Keith Pearce: There’s things where a customer is talking about an expansion opportunity

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Keith Pearce: or an upsell, and there is a treasure trove of information around advocacy and signal for advocacy. I love this thanks for the fix. And so I’m going to show you kind of how we can identify those signals. This is really the genesis of a capability we have called staircase

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Keith Pearce: staircase is a an an AI natural language, processing capability with sentiment, analysis that looks at any recorded interaction you’ve had in your company

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Keith Pearce: and mines it for signal for upsell Cross, sell, expansion, retention, customer, health, a number of things. I’ll show you a couple of examples.

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Keith Pearce: Here is one of the most clear ones where we see great roi. This is Staircase looking into

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Keith Pearce: an executive business review transcript. Call from a company called Abbott.

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Keith Pearce: and you know our advocate there, our customer there, David Harrison, is talking. He’s signaling. He has an issue with workflows.

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Keith Pearce: He needs to find products that will help him address that that fit their current tech stack. And so we’re raising this signal to Sarah, the account owner, to say, hey? This is an opportunity for you to talk to David. So that’s a clear like, you know, upsell opportunity or cross sell opportunity. Here is an account email monkey where Ray is just shouting at. You know our praises for fixing an issue for him.

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Keith Pearce: And he’s saying, and you see in the text, there. If you need anyone to sing your praises, he’s not talking about singing a song he’s not talking about Karaoke he’s talking about. I will do a reference case for you. I will be, you know, an advocate, just tell me. And so we’ve all experimented with the come to the booth and get the gift card for advocating for us, or go write the review. And here’s the swag for that.

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Keith Pearce: You don’t have to do that. This is just something that can be automated. And it’s not just that we’re we’re signaling this to Susan, the account owner.

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Keith Pearce: but that we can create auto responses to this so that Ray would get an email from us to say, Thank you so much for being willing to be an advocate. Can you fill out this form or do whatever you need to do to get Ray down that, as you know, a lot of times that requires a legal document. And we can just kick that off through this kind of automated trigger.

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Keith Pearce: The other one that’s interesting is here’s an example where staircase is looking at the purple pickle account and an email sent by Megan Clark.

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Keith Pearce: And Megan is basically saying, Hey, team, we only know John’s leaving John’s gonna be missed. Go to Mike. And when we see this.

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Keith Pearce: Oftentimes we find out, because John post something on Linkedin started a new job, and then we swarm him with, what can I sell you? It was awesome when you were purple pickle. This is giving Mike Smith the account owner on that an automated email from the signal to say, Hey, John, it’s been great working with you. Thank you so much for your support of us.

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Keith Pearce: Can’t wait to see where you land, so all Mike has to do is hit. Send on a cadence that Pre is pre written for him, and we push that out to John before he leaves the door. So those are 3 examples of a sailing, selling opportunity and expansion opportunity, an advocacy opportunity. And then, you know, this is kind of what we’ve had user gems for when a when a power user, or when an advocate leaves the company, what we’re flagging as an opportunity for ourselves.

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Keith Pearce: Oftentimes, when someone leaves an account, what we look for is who has the relationship now?

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Keith Pearce: And so I wanted to show you a capability we have that is, looking at the radar of relationship maps we have in this account

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Keith Pearce: to really clearly state that now that John has left here are the other champions. But Liam is clearly the person in the radar and the heat map who should do the outreach because he is green across across the board. And you see kind of how we’re flagging that to Liam

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Keith Pearce: so that’s a little bit about how AI can help us identify advocates fuel referrals help with expansion.

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Keith Pearce: And adoption. Even the other thing it can do is it can give us a really cool glimpse into our health score.

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Keith Pearce: You know. We’d argue that Nps is a lagging indicator, and if you get a negative sentiment

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Keith Pearce: it’s too late. So when you’re looking for that killer reference, or you’re looking for that referral, this is an easy way to go and look to say these 7 accounts would be the candidates that we would go to if we needed an advocacy for that sales deal that you’re working on.

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Keith Pearce: So that was a little about staircase. Fully AI capabilities helps. You find that needle in the haystack auto creates a bunch of customer communications without you having to do anything other than verify and send

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Keith Pearce: community. I want to talk a little bit about it on the second part, communities kind of getting a Renaissance. It’s kind of getting its day. And you know, I’ve been around and working around community for several years, including in salesforce. And you know, then it was, how do you get customers to self? Serve
Gdpr

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Keith Pearce: like? Let’s deflect cost by putting people in community and helping them serve each other, which is an awesome use case for community. But increasingly, especially as we look at how we can do more for our customers. It is a great opportunity to to mine for advocates, but also to identify signal for growth opportunities. And I’ll take you through a couple

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Keith Pearce: we have a capability called Journey Orchestrator Jo. And when we’re trying to create more traction for it, we go into our own community and we ask, Hey, how are you using journey orchestrator? And here’s what we got back from Kelly Smith. She is like loving it. This is killing it for me.

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Keith Pearce: It’s saving me 80 HA hundred percent worth it. So you can imagine as a marketer what you can do with that from an advocacy perspective. But now you can go build a lookalike audience for Kelly Smith

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Keith Pearce: to go and target this capability right? And you can do that right within community. So that is a cool like upsell capability. You can use community to do. The other thing you can do is some with AI, some cool capabilities around sort of gamifying leaderboards. So if your customer just launched a new or your company launched a new product.

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Keith Pearce: or your company made an acquisition. Maybe you want to? Gamified Leaderboard around response to that from community. Hey? What did y’all think? And you’re seeing an example here of Cam and Victoria and Daryl getting kind of the most awesome of the week, because we liked what they were saying, and we can use that as a form of of endorsement of what we just did.

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Keith Pearce: invite only groups, great opportunity on community to go. We’re launching a new product. We have the deck. We’re about to give it to the sellers.

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Keith Pearce: Hey? What do you think you would be the consumer of this. And you can do an invite only group and get that kind of sort of real time focus group testing from community on that. I think it’s a missed opportunity for marketers.

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Keith Pearce: And then, finally, what AI is doing in community for us is giving us those peer connections. Who’s your doppelganger look alike in community that you should be following, because you guys are having the same conversations, and then you can nurture all kinds of greatness through through them.

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Keith Pearce: And then finally, you know, one of the best things. I wanted to share an endorsement from Ali z, 1 of our own customers in the gainsight community when we’re trying to figure out how we can make community better for our our customers. I just pull this out because this is an awesome verbatim of Ali Z, saying, this feels like home to me, and you know, for companies that have

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Keith Pearce: people who don’t have the resources they used to have don’t have the tools or the budgets they used to have. If they have community, they have a wide net of support for them. And Aliz is basically saying that I’m with my peeps here, and I don’t feel like a 1 person show, and I can go to the game site community to get what I need, and I really appreciate it.

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Keith Pearce: Your Cfo will go. That’s really nice. Show me the money as real, CEO. And so this is kind of the money slide we show is the reason we have community is that customers are engaged are 3% higher. Grr, so think of a lifetime of that than those that don’t.

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Keith Pearce: And by the way, they expanded over 2 x of the rate than those that aren’t engaged on community. So that’s just validation. That investment in a good community and investment in a community manager which comes part and parcel with the community.

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Keith Pearce: and just the the nurturing of advocacy and and content and engagement through community just pays this kind of dividend much higher. Grr, 3% higher. Grr. Over 2 x, you know, higher rate of of expansion.

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Keith Pearce: So that’s a little bit about what we’re up to, what we’re stoked about AI and staircase and community. We all have the right data. We lack. The signal staircase is something that you can implement in 6 to 8 h doing it a day, and you can have it up and running. And it’s mining a bunch of different systems in your company.

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Keith Pearce: And pulling out the signal. It’s giving you the triggers that you need to be able to get in front of expansion and do expansion the right way, not send the wrong emails to people who who say thanks for the email. I’ve been a customer for 10 years. And then we talked about how you can amplify all this stuff via community and and leverage AI in there. And for anyone that’s interested, go check it out. You can hit the URL. You can surf around. And obviously we’re we’re available to answer any questions anyone might have. So.

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Keith Pearce: Julia, that’s a lot of me talking, so I’ll end there

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Julia Nimchinski: That’s really great, Keith. We’ve received a lot of questions from our community. And yeah, on a personal note, really believe in the mission and love the angle.

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Julia Nimchinski: You attack the problem, the sales problem. We are used to seeing a lot of sales methodologies here, lots of sales tech. And this is really interesting. One of the question to this point is, how do you enable a Cro to take on Csm

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Keith Pearce: Yeah, that’s a great question, I think, for a cro that’s interested in reducing churn

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Keith Pearce: and has that, you know, on their radar. You know they care about hitting plan and their bookings plan

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Keith Pearce: but they also need to keep their eye on that churn issue. And so for us, it’s thinking about sales and revenue intelligence and having that conversation

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Keith Pearce: in in vis-a-vis customer. Success?

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Keith Pearce: Because that’s the language they speak, and that’s you know what they live in, you know the Never Miss. A forecast is where they want to. So you know, it’s really

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Keith Pearce: Part of the effective messaging we’ve had with Cros is to avoid the surprises.

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Keith Pearce: and that surprise being, you know, we lost this deal. We lost this customer because we didn’t know that they were a churn risk, and some of what I just showed you, or ways that Sarah’s just light up when they see us talk about that capability

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Julia Nimchinski: Oop oop. Another question here. How? How do we measure the roi of AI powered community growth beyond vanity, engagement, metrics.

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Keith Pearce: Yeah, I think that’s I think there’s a couple of ways, I think, when you consider how much your budget is around customer acquisition cost

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Keith Pearce: and what you’re spending around that I think if you can start to use the right content engagement

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Keith Pearce: and a thoughtful approach, you obviously don’t want to be too commercial and community, because I think community customers are looking for for value. They’re not just looking to be sold to. So you have to walk that line very carefully between.

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Keith Pearce: I think you could leverage this up like I showed with the journey orchestrator program versus

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Keith Pearce: this is now discounted at X or y, and and being careful not to bridge that overly commercial kind of line. But that’s 1 way to sort of look at. This is the lowest customer engagement cost we have, and then.

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Keith Pearce: if you’re like me, I have a pipe to spend rate. I’ve got to hit.

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Keith Pearce: and if I’m not generating $12 a a pipeline for every dollar I spend.

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Keith Pearce: or less ideally or more ideally. Then, you know, I’m not spending the money in the right places. So those were 2 ways, you know, pipe to spend rate, and and we get in the twenties and thirties of pipe to spend rate. For

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Keith Pearce: from pipeline we build in community.

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Keith Pearce: So

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Julia Nimchinski: Aligned another question. Here. What’s the biggest mistake companies make when trying to drive expansion revenue

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Keith Pearce: I think it’s presenting the wrong offer at the wrong time to the customer. I use the email example.

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Keith Pearce: but so much of our expansion comes without the telemetry or the product knowledge. We have to even know if that’s the next logical thing.

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Keith Pearce: So you know, having a product data, and the consumption data is so important to knowing what’s the next thing.

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Keith Pearce: and what those use cases are. So it’s really diving those in

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Keith Pearce: and being really deliberate, which is partly why, instead of that blasting in that to a population of 2,000 accounts, it’s using community where you kind of have a safe harbor, if you will, to sort of say, as I showed in that in that example

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Keith Pearce: to 10 accounts, what do you think of this capability? Because we think we not have it right. We think you have all the characteristics of this next

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Keith Pearce: journey, orchestrated capability that I showed

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Keith Pearce: so small small hits and and small numbers

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Julia Nimchinski: If people want to know how is Gainside differentiating itself in the AI Space race.

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Keith Pearce: Yeah, I mean, it’s a great capability, I think. I think. It’s a great question. And the capability is just take it for take it for a test drive. I think that’s the best form of differentiation, and talk to some of the folks that use the staircase.

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Keith Pearce: which are not just customer success professionals to be really clear. This is an executive tool. This is a tool for anyone that needs visibility into what their customers are doing.

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Keith Pearce: No, CEO, no cro, no, CEO, no one wants to go to a board meeting and not know what’s happening with a customer.

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Keith Pearce: That’s 1 of the most anxious filled moments. And so Staircase is a great example of how you can through a slack integration, just pull here my top 10 at risk accounts to churn, and I’ve got that information right at my fingertips.

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Keith Pearce: To to be able to to know, and that. And that’s just at a visibility level for an executive. But then an action ability.

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Keith Pearce: you know, it’s okay. What are we doing about that? With that kind of visibility

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Julia Nimchinski: Curious to learn more how game site uses game site and staircase. What are your favorite?

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Julia Nimchinski: Yeah.

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Julia Nimchinski: Cases

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Keith Pearce: Yeah, I mean, well, as you can imagine, you know, we are a 12 year old company that created this whole

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Keith Pearce: area of customer support customer success. And and so we’re looking at how many products our customers are using. We’re making sure our Csms are. You know, executing the success plans we have with our customers to keep them happy to keep them retained.

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Keith Pearce: We’re using staircase, you know. It’s it’s kind of an executive dashboard that we can look into to find, you know.

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Keith Pearce: all kinds of signals that are happening within our customer base

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Keith Pearce: and you know we are a Vista own company. Just sort of fun. Fact. The Vista portfolio companies are so excited about staircase. Most of them don’t. Some of them have Csm teams, their Sas companies. A lot of them don’t.

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Keith Pearce: And they’re still seeing great applications for staircases, that kind of dashboard, and that visibility into a very lightweight customer success tool, if you will. You’re not gonna get success plans and workflows in this. But you are going to get that visibility layer. So you know, we’re using it in. Obviously the core customer success software we make

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Keith Pearce: with all of our customers. And we’re using staircase to kind of complement that and to extend where we can reach into Cros and others, others. Sea levels

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Julia Nimchinski: Another question here how much of Csm will be fully automated

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Keith Pearce: Yeah, it’s a great question. It’s kind of anyone’s guess. But what we see on our horizon is a 3 to 5 year future where

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Keith Pearce: the long tail. You know the smaller companies that a customer has, that it doesn’t have enough people to to properly serve, that they don’t have a Csm for

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Keith Pearce: can can do a lot of what a Cs function does today

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Keith Pearce: think in the immediate term, it’s almost an analogous to a Csm having an executive assistant to do some of the meeting note prep. To do some of the scheduling, to do some of the task oriented work. A lot of what AI is doing in other areas for a Csm. To make them a better Csm for their largest customers

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Keith Pearce: and then for the customers they just have haven’t historically had time to serve or been able to serve because of the cost they’re able to serve with more agentic like capabilities. That’s the future that we’re building

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Keith Pearce: around, you know. Nai, Csm, so

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Julia Nimchinski: Questions. Keep coming one of them is is there a way to use AI to align sales and marketing and Crm

598
02:19:33.209 –> 02:19:34.769
Keith Pearce: That’s a good question.

599
02:19:35.180 –> 02:19:47.000
Keith Pearce: I think, if you’re not already, but using some of the capabilities and tools like 6 cents and zoom info, both customers of gainsight and and applications that we use

600
02:19:47.129 –> 02:19:54.639
Keith Pearce: to align around the account plan. This is the account plan. This is the buying unit and the personas that I need to reach.

601
02:19:54.830 –> 02:20:02.360
Keith Pearce: and how those tools can help you, you know, get the information you need, validate the data that you need enrich the data that you have

602
02:20:02.690 –> 02:20:13.609
Keith Pearce: not just at a point in time. But that’s a very fluid thing over time, as you know. Like all of a sudden, Julia has a initiative to go do an Rfp. For a customer success platform.

603
02:20:13.730 –> 02:20:24.729
Keith Pearce: You need that signal in the account teams, and with marketing to sort of put you at the top of list where you’re gonna search paid advertising, for example, or where you’re gonna produce

604
02:20:25.508 –> 02:20:33.029
Keith Pearce: a more personalized experience through your Abm programs. So those are a couple of areas where we’re seeing them come together.

605
02:20:33.600 –> 02:20:36.360
Keith Pearce: and and sales and marketing alignment

606
02:20:37.310 –> 02:20:43.479
Julia Nimchinski: Is, I’m curious to learn more about your general. Take on marketing in the age of AI.

607
02:20:44.114 –> 02:20:52.599
Julia Nimchinski: What tools do you use for gain side inside Gameside. What’s your thinking? How do you use AI for strategy?

608
02:20:53.010 –> 02:20:59.070
Keith Pearce: Yeah, I mean, like a lot of other industries. It’s it’s interesting because

609
02:20:59.270 –> 02:21:02.700
Keith Pearce: we weren’t the 1st adopters at gainsight of Abm

610
02:21:03.673 –> 02:21:20.669
Keith Pearce: and a lot of companies that were made great progress. I did, you know, work on Abm and other companies, but they invested in a lot of tech to get there. And now they have a lot of tech debt because of that. And part of what AI is doing is it’s giving you a shortcut

611
02:21:21.266 –> 02:21:27.829
Keith Pearce: to going ahead with AI instead of investing in some of the legacy AI abm tools

612
02:21:28.010 –> 02:21:31.950
Keith Pearce: that took a long time to implement that took customization

613
02:21:32.485 –> 02:21:48.760
Keith Pearce: and they’re now pretty out of the box. And what used to need a team of people to become admins of and become experts of. You need one person now. So we see a gentrification coming in both inbound and outbound, inbound, improving conversion, improving conversion right from the website

614
02:21:48.960 –> 02:21:56.349
Keith Pearce: and outbound, not trying to be inauthentic about responding to someone with an agent.

615
02:21:56.740 –> 02:22:03.200
Keith Pearce: but keeping that personal outbound for our strategic accounts and for some of our larger customers where you need

616
02:22:03.330 –> 02:22:18.490
Keith Pearce: more multi-threaded approach. Potentially. So a lot of what we do. We get a lot of volume, a lot of inbound volume being the market leader. And we have to just make sure we sift through that. And historically, that would be sophisticated lead scoring. And we have some of that, but more and more. It’s

617
02:22:18.590 –> 02:22:26.520
Keith Pearce: agents that are trained and programmed and optimized around getting people the information they want and separating from us

618
02:22:26.740 –> 02:22:32.590
Keith Pearce: the customers that we want to get back to and and work with versus the ones that just aren’t a candidate for what we sell

619
02:22:33.650 –> 02:22:37.090
Julia Nimchinski: Are you allowed to share what’s in your tech stack?

620
02:22:40.850 –> 02:22:47.940
Keith Pearce: I I hesitate to share because it’s changing. I’m 90 days in. I’m 1 password change in as the Cmo. Here.

621
02:22:48.437 –> 02:22:53.649
Keith Pearce: But there are some great tools out there, and I just would would hate to

622
02:22:54.333 –> 02:23:00.920
Keith Pearce: talk about that before it changes, Julia. So you caught. That was a good question. You got me with that one

623
02:23:01.640 –> 02:23:04.570
Julia Nimchinski: Of course, at all. I’m sorry to put you on the spot.

624
02:23:05.740 –> 02:23:10.440
Julia Nimchinski: A lot of questions here are speaking to gain sites, roadmap.

625
02:23:11.000 –> 02:23:11.750
Keith Pearce: Yeah.

626
02:23:13.010 –> 02:23:25.150
Julia Nimchinski: Yeah. What are you allowed to share? And what should we accept? We have another AI summit coming up in May, so maybe there is some announcement

627
02:23:25.150 –> 02:23:31.529
Keith Pearce: That. Yeah, well, that would be a great our user conference is is pulse. It’s May 28th

628
02:23:32.289 –> 02:23:37.389
Keith Pearce: if you can’t get to Vegas and attend pulse, you can still consume what’s happening at pulse.

629
02:23:37.570 –> 02:23:45.600
Keith Pearce: Like many software companies and tech companies, we we want to make that the Big bang for where you’re gonna announce certain key capabilities. So

630
02:23:45.620 –> 02:24:08.190
Keith Pearce: that is a teaser, as they say, Julia, for you know, if you’re not coming to pulse tune in and and check out what’s happening at pulse, and you’ll see some cool and look spoiler. Alert. Of course you’re going to see Agent capabilities AI capabilities coming. You asked the question earlier. You’ll just get a little more detail around what the roadmap is, and then we’re going to give you a taste. We’re gonna demo some stuff we’re going to show you some product

631
02:24:08.460 –> 02:24:11.109
Keith Pearce: which we are super excited about so.

632
02:24:11.950 –> 02:24:16.089
Keith Pearce: And that’s not giving you a straight answer. But it’s giving you kind of what’s what’s coming

633
02:24:16.480 –> 02:24:31.140
Julia Nimchinski: Exactly what we need, Keith. We have 3 min here, and I wanna address make sure to address some questions that our folks are asking, and one of them is, you honestly believe, sellers, marketers, and account managers will disappear

634
02:24:32.550 –> 02:24:38.800
Keith Pearce: No, no, I I think there, whenever there’s a a need for a relationship.

635
02:24:39.040 –> 02:24:43.019
Keith Pearce: a human’s, I believe, gonna be better at that.

636
02:24:43.360 –> 02:24:46.660
Keith Pearce: And other humans are gonna expect that.

637
02:24:47.170 –> 02:24:51.670
Keith Pearce: And so as long as people need to talk to people

638
02:24:51.900 –> 02:24:53.869
Keith Pearce: and do what we’re doing now.

639
02:24:54.527 –> 02:25:04.039
Keith Pearce: There is a need for marketers. There’s a need for sellers. As long as there’s a relationship between a company and its customer. A human being is core to that

640
02:25:04.160 –> 02:25:08.150
Keith Pearce: that is being supplemented now in really cool ways with AI,

641
02:25:08.726 –> 02:25:21.210
Keith Pearce: that make that a better experience for both the company and the customer. And we’re embracing that with with arms wide open and look, I would. You know, you know it’s controversial. There’s resistance to this.

642
02:25:21.430 –> 02:25:24.050
Keith Pearce: But I think this is where

643
02:25:24.410 –> 02:25:30.059
Keith Pearce: you know our humanity can come out at its greatest in its greatest form. So that’s what we’re excited about

644
02:25:31.330 –> 02:25:38.570
Julia Nimchinski: This is amazing, Keith. If someone wants to put these strategies into action, where’s the best place to start

645
02:25:40.136 –> 02:25:49.320
Keith Pearce: I think it starts with engaging with your your partners. I don’t want to give a sales pitch for gainsight, but you know it’s it’s it’s getting into community

646
02:25:49.930 –> 02:25:56.869
Keith Pearce: and it’s asking the questions of of other folks that have encountered these challenges. And obviously we are here to help.

647
02:25:57.090 –> 02:25:59.469
Keith Pearce: That’s our job, so

648
02:25:59.610 –> 02:26:06.499
Keith Pearce: they can engage with me. They can send me a linkedin. They can ask Gainsight. Go to gainsight.com

649
02:26:07.043 –> 02:26:11.850
Keith Pearce: and we’ll get you with the peers and get you the information you need. Give me answers. You need