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.
