CFO GUEST: Alka Tandan of Gainsight
Tandan: I think, you know, one of the, the biggest one, um, you know, was essentially at Gainsight when we had to sort of make a decision where, you know, how were we gonna expand? Were we going to, you know, we’re mostly in the enterprise space and there were a lot of ways to, to expand. We could have gotten, this was, you know, very early when I was at Gaines site. We could go to SMB for example, small business, you know, we could do that. Um, you know, we could partner with, you know, someone larger and, and go and go that route. Um, or we could ex expand horizontally, um, and, and, and grow that way. You know, there’s different ways to grow.
Read MoreAnd so really it required an, a really broad analysis of let’s look at the TAM of every one of these options. Um, let’s, and, and let’s look at the long, longer term when I think longer term growth rate, not just what’s gonna happen in the next year, but what’s really the, you know, three to five year sort of growth potential, um, for all these.
And then where then, you know, you’re also just looking at some industry analysis of where, where does the val, where are people current, uh, software companies really getting valued, and why are they getting valued for what they’re getting valued? So, um, it was looking at all this, this type of, you know, large sort of analysis. And where we ended up landing is that, you know, it was that the companies that actually had a platform and horizontal platform, um, were actually getting valued, uh, the most, and that that was probably also gonna increase or tan the most. So we ended up making the decision to actually, um, expand in that way. So we ended up buying a company called px, um, which is a product experience product that sits very nicely with customer success because that is the one that’s actually, uh, our biggest competitor’s, Pendo.
But that is our, actually our product that, um, looks at the product metrics like adoption and like time spent, um, about a year and a half ago, we bought a company, um, out of the Netherlands called Inside, and that’s our community platform, um, y community. Because if you can get all your customers together in a community, the product end up ends up being, um, a lot stickier. And there’s also this sort of self-service, um, piece to it where there’s an issue, then customers kind of get together, can talk through it, um, and kind of come up and come up with solutions. You also have a really strong pulse on what your customers are wanting once you get them talking together. So it, I think he also helps build the roadmap for the future. So now we’re not, you know, yes we are the customer record, the official customer record for a company, but really we wanna own the entire post sales sort of journey. And that whole customer life cycle is really what we on we want to own. Um, and I think that ended up being, uh, the right decision because that, especially like right now, when you’re looking at your customer, when you’re, uh, trying to sell into your customer base, we now have more products to sell into our customer base and really bring to them a suite of products versus just, you know, a one, one solution. This transcript was machine generated
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