Crownpeak DQM vs Gainsight Customer Cloud

• Ensures quality and consistency of content implementation across distributed teams and markets.
• Quick and easy content updates across global digital ecosystems.
• Custom checkpoints to identify, highlight and manage business updates across multiple websites (e.g. product detail, terminology, customer messaging, brand updates)

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• C360 page: all the information about a customer is one place that is easy to read and customize as needed. Allows CSMs to prep for calls within minutes as well bring other team members up to speed quickly.
• Timeline: quick and easy way to create, search and edit notes about the customer. These are easy to share with other teams and create different categories for quick searching and reporting.
• Sally bot: a quick and easy way to get customer information without navigating Gainsight. Great to use on the go, especially through the Slack bot and new Gainsight app.

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• It would be helpful if the Issues page under Website showed the WCAG level for each issue (A, AA, AAA). You currently have to look up the guideline to find the level.
• There is no indicator that a page is currently being scanned. During a website scan, some of the reports are blank or missing information. Having a notification on the main page showing which websites are being scanned would be helpful.
• Some ADA compliance items are left off, such as keyboard navigation, tabbing, etc.
• It doesn't view the websites on mobile devices or if using a screen reader. Some pages or formatting changes depending on resolution. The DQM, from what I have seen, doesn't account for that.

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• Enhancing their Timeline functionality which supports real life use cases such as pulling in open CTAs to a new timeline entry when recording a meeting with a customer.
• Further enhances the ability to add comments and tag people in sub CTAs similar to what you see in the overall CTA.
• Journey orchestrator emails to have the ability to output tabular reports.

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• When driving Customer Care, it was great to be able to add the Autofix tool to the web estate - a quick-win that really drives the accessibility agenda.
• Building reports off the back of DQM gives senior stakeholders an understanding of the importance of usability and accessibility.
• The gamification of league tables highlights to stakeholders the areas that need focus and budget in order to improve.

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• We have increased our NPS overall score thanks to the visibility we have been able to capture by sending the NPS Survey.
• By using the Customer 360 we have increased the relationship between our Customer Success Executives and our customers.
• Our employees with visibility of Gainsight have improved their performance thanks to Gainsight's automation in reports and dashboards.

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