Gainsight CS Reviews and Ratings

Use Cases and Deployment Scope

We use Gainsight CS for global collaboration and leadership visibility. We log our activities into Gainsight CS and also build out bespoke dashboards to monitor our core KPIs such as activation, adoption, churn, and key customer moments. We also leverage CTAs to help with our account planning motions. This helps move us off spreadsheets and into a technology first motion with updates in real time. It helps us solve problems of global account collaboration, account transitions, and leadership visibility.

Likelihood to Recommend

I love using Gainsight CS for global collaboration, monitoring account health, digging into potential churn risks, summarizing account activity, logging account activity and having an overall historic record of account activity across multiple account teams, especially in my segment on a global account team.

Use Cases and Deployment Scope

We use Gainsight CS to track our accounts overall health in terms of business growth, contact, certification. It helps us in tracking various tasks given for our accounts and automated those gainsight. For example, accounts who are at churn risk, we get automated alerts in the form of CTA and we can prioritize those accordingly. As a salesperson it's extremely important to get a dashboard to have a bird's eye view of your accounts and do a quick health check and prepare the action plan based on those information. Gainsight CS make this happen for me - I can have a glance at what I need to take care of on an urgent basis and plan my day. I can create a custom CTA as per my own requirement. This also applicable for roles with people management who can pull reports for the entire team on a similar matrix and set the agenda of the week or month. Auto logging calls, meetings and emails are another important aspect of CRM hygiene. Gainsight CS allows us to do these menial tasks automatically and keep tracking our work.

Likelihood to Recommend

Gainsight CS gives on shot view of our accounts with most of the important information and tasks as designed by the management. This helps a lot to align users to focus on the important task at hand and reduce internal cascading of information in terms of reminders. For example of organization wants to focus on everyone on certain set of accounts for a day or week, it can be easily done in Gainsight CS through CTAs. I think this is very useful from a user point of view, just open the Gainsight CS Dashboard and work on your CTAs.

Use Cases and Deployment Scope

In [...], we are using Gainsight CS by integrating with Salesforce for tracking the Customer Journey,Customer satisfaction scorecords, healthchecks, large customers contract related information like renewals, risks, timelines, track customer feedback, no of Transactions each customer is entitled for the respective Supply chain management solution module.

Likelihood to Recommend

Excellent Tool to track E2E customer journey, customer satisfaction levels , track customer feedback for global enterprise customers running their business across multiple regions

Use Cases and Deployment Scope

We primarily use Gainsight CS to get better visibility into potential risk. However, there are so many customizable fields that we use to track customer usage, keep renewal reps accountable for what we have asked of them and so much more.

It's really been amazing to implement a tools that give us so much data in a single pane of glass.

Likelihood to Recommend

The platform is best leveraged by organizations that have moved past the "reactive" stage of customer success like we did last year. One of the biggest benefits for us, is that it acts as a data aggregator, pulling in disparate signals to create a single source of truth in a single pane of glass.

The tool really allows us to codify our "Gold Standard" process. When a specific trigger occurs (e.g., a low usage alert or a new stakeholder joins), Gainsight CS automatically fires a CTA with a step-by-step playbook for our CSM's to follow.

Use Cases and Deployment Scope

We use Gainsight CS for customer health monitoring, lifecycle maintenance, creating playbooks and success plans, reporting and dashboards.

Likelihood to Recommend

Gainsight CS is well suited for onboarding and lifecycle maintenance and ensuring the CSM is on task.

It is less appropriate for sales or renewal tracking.

Use Cases and Deployment Scope

Customer Account Contract details, call/cadence information, archive notes, attachments, success plans, and contact information for marketing and tracking purposes. This allows us to keep things uniform across a global staff and a global customer base. With success plans and contact information, we are able to assess customer situations and market to all in a uniform way.

Likelihood to Recommend

Gainsight is CS's best practice in the SaaS community and has made my job much easier.

Use Cases and Deployment Scope

We've improved accounts transitions drastically compared to the past, where former CSMs used to log notes in Google Docs and store emails in customer-named folders. Now everything is logged in one place, creating transparency, and the AI Account Summarizations for Risk, Renewals, and Strategy are super helpful for stakeholders getting a high-level update on an account.

Likelihood to Recommend

There are a couple of tedious areas that can give CSMs double work, like when they fill out details in a text form field, but if they don't click save for each form field, they have to retype everything. Overall, I think this is one of the better CRMs to use for companies that are enterprise. It's fast, intuitive, and easy to use.

Use Cases and Deployment Scope

Gainsight is crucial for our companies organization and management of our clients. The new AI features are great and there’s many different use cases for the platform. I especially love the revenue forecast and workflow processes

Likelihood to Recommend

Gainsight is well suited for companies who have complex client databases or client relationships that need management. It provides different tools for various teams!

Use Cases and Deployment Scope

We ultimately chose to abandon Gainsight due to it being overly complicated to manage and not worth the time needed for maintenance vs. the actual business outputs. particularly the customer success team deemed it to be too static and not dynamic enough to suit their day-to-day needs, ultimately just being another tool they were forced to use.

Likelihood to Recommend

It is, after all, one of the legacy tools that are up there as a major player. It is also a robust tool that can support your business and drive positive customer outcomes. But competition is fierce these days, and I believe Gainsight has struggled to keep up with the tempo. Don't be afraid to benchmark.

Use Cases and Deployment Scope

We use Gainsight CS to manage all of our customer information. We leverage risk scoring, email-to-timeline, and product data utilization.

Likelihood to Recommend

Gainsight CS is our single source of truth for all of our customer information. If it's not in Gainsight, it didn't happen!

We also use Gainsight JO and it is helpful that it integrates into our Gainsight CS. We would love to see options for CSMs to do group sends.