Item: Gainsight CS
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Success Plans have covered a wide array of use cases for us- Renewals and how they track across the entire contract length, implementation based plans, and even a plan that tracks measurable and verifiable outcomes of a customer so there is always a central area to reference when going into business reviews and executive conversations

Pros and Cons

speeding up opportunity generation (CSQLs)
Qualitative customer touchpoint tracking (Timeline)
Risk/Task management

scorecard flexibility
OOTB renewals center
reporting and calculations

Return on Investment

Nurturing a growing CSM user base with great features and functionality
Greater visibility across CSuite members

Key Insights

Do you think Gainsight CS delivers good value for the price?

Yes

Are you happy with Gainsight CS's feature set?

Yes

Did Gainsight CS live up to sales and marketing promises?

Yes

Did implementation of Gainsight CS go as expected?

Yes

Would you buy Gainsight CS again?

Yes

Likelihood to Recommend

Success Criteria:
-need incredible leadership advocacy for a CS based CRM- otherwise it would get lost in other more reputable CRMs (Salesforce, marketo..)
-medium to large scale organizations with knowledgeable Gainsight admins to maintain the system and its complexity in the future. otherwise you will pay for service hours across your entire lifespan
-Program management and enablement to understand every aspect of each powerful feature. Otherwise it will be confusing for the field

Consistent and Reliable CS CRM with much AI Promise

Modules Used

Overall Satisfaction with Gainsight CS