Great piece of work. Its a start of a market disruption. Its very early days and I would want to see the results of the pilot and the cost of the service and track record renewal rate before considering such a service. Also why handover to GS when you could probably automate this yourself at lower cost and stronger controls.
I'll agree that being measured on outcomes is (and frankly has) been the way to attribute whether CS is doing their job or not.
I'll strongly disagree that Gainsight (of all companies) could or should be trusted with running your renewal negotiation motions. Maybe for transactional business with low ACV (but then again you can easily build that automation yourself), for anything enterprise-grade, I would not trust any outside firm, but especially not Gainsight with this.
There has been evidence for a while that this doesn't work on the other end, either, i.e. procurement outsourcing. Vendr comes to mind (now acquired), I've personally seen reps refuse to do business with a client that outsourced their procurement negotiations. Maybe a bit harsh, but not entirely surprising.
We'll see what happens, but to me this feels like a grasping reach by a company that's desperately trying to remain relevant in 2026.
Great piece of work. Its a start of a market disruption. Its very early days and I would want to see the results of the pilot and the cost of the service and track record renewal rate before considering such a service. Also why handover to GS when you could probably automate this yourself at lower cost and stronger controls.
Great points. I am curious to see whether Gainsight’s new model will be profitable and whether customers will go for it.
Thank you for sharing your perspective.
I'll agree that being measured on outcomes is (and frankly has) been the way to attribute whether CS is doing their job or not.
I'll strongly disagree that Gainsight (of all companies) could or should be trusted with running your renewal negotiation motions. Maybe for transactional business with low ACV (but then again you can easily build that automation yourself), for anything enterprise-grade, I would not trust any outside firm, but especially not Gainsight with this.
There has been evidence for a while that this doesn't work on the other end, either, i.e. procurement outsourcing. Vendr comes to mind (now acquired), I've personally seen reps refuse to do business with a client that outsourced their procurement negotiations. Maybe a bit harsh, but not entirely surprising.
We'll see what happens, but to me this feels like a grasping reach by a company that's desperately trying to remain relevant in 2026.