Gainsight Customer Communities vs. Microsoft Viva Goals (discontinued)

A great scenario that we use the community for is product adoption. That's one of the things we use it for. So sending our new customers as part of their onboarding flow to the community to learn from others and see the resources that are available and know that there's a place for them to ask questions and get their questions answered. That's probably one of our primary use cases and scenarios that it works straight in. I can't really think of something that it wouldn't work good for. That's a tough one to think of on the spot.

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Well suited for

• Companies that have experience of using the OKR methodology and have a clear understanding of what it is
• Companies that are planning to expand/scale the OKR program
• Companies that are looking to reduce the effort involved in running the OKR program

Ill-suited for:

• Companies that are using OKRs for the first time and do not have a clear understanding of the methodology

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• They provide a ton of materials on best practices in setting up and using their platform
• They provide materials on how to provide an exceptional customer experience, with podcasts, webinars, and blogs.
• They support their community and walk the talk, so to speak in engaging their customers with each other.

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• Visualizing the hierarchy and relationship between objectives and key results. The nesting and double alignment functionality are especially helpful, as they can't easily be expressed on, say, a simple worksheet or Confluence page.
• Reminding the team to make regular check-ins. What gets measured gets done. This prevents the common pitfall of setting goals and not revisiting them until the end of a project (when it is too late).
• Integration with external sources for automated check-ins. Why do this manually when it can happen behind the scenes?

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• The REST API could use some work with missing capabilities.
• Speed; production instance can sometimes be noticeably slow, especially on the back-end.
• Polls; the polling data is not easily accessible. It can be found in the data lake but that is not necessarily simple to access for some.

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• Accelerate integrations and add more integrations.
• Ally.io has room for improvement in providing benchmark in-depth analysis across industries, same-size companies, etc.
• Ally.io can still improve upon some of its product features and communicating the releases. Videos have been extremely helpful.

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Gainsight CC is very versatile and easy to update in the areas they provide for customization. There are still some limitations that surprise us, but I really we are pleased with the ability to make changes on the fly. Overall we are able to accomplish what we desire to accomplish, and appreciate how user friendly it is

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Gainsight CC was a clear winner for us. Khoros was second, but we eliminated it from consideration due to cost and how hard it is to implement. Verint is a great platform, but lacks integrations. Circle is more of a small community platform and better suited to communities of practice.

Microsoft Viva comes with Teams. The Monday board is helpful too, but I just like Microsoft Viva better

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• We are actually doing some work to prove return on investment for investing in Gainsight Customer Communities right now, and it's proving to be exponentially higher than we initially estimated. I'm not sure the exact numbers off the top of my head, but we're having a monumental impact compared to what we projected in terms of monthly recurring revenue and customer churn.

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• Ally.io has had a positive impact so far in reducing the effort involved in managing the entire OKR program.
• It also has brought with itself the opportunities to avail training and Q&A sessions with experts
• Increased the overall engagement of the company with its objectives

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A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info