Gainsight Reviews

Gainsight is currently being used within our customer success department only. Our intended use is to help us become a more proactive organization and a way to better organize our day through the usage of the call to actions.

Our executive team leverages the Gainsight dashboards that we have built to give them visibility into our top accounts. Our executives will review the dashboards in meetings and get a nice high-level overview of our top accounts from this.

We use Gainsight throughout our entire Customer Success Team. Is helps us stay organized by prioritizing our CTA's with a due date and it even allows you to check off smaller tasks within a CTA before closing it out. Gainsight allows you to customize your view as a user and admins have control over the information it shows. It is so nice to have this platform that integrates with Salesforce and shows us a timeline of the team activity! While there is a lot of information, it is well-organized and easy to locate. Highly recommend!!

Customer Success is responsible for so much of the recurring revenue. We reduce churn, increase customer loyalty and provide value. Because of this, it is important to have measurable information when considering budgets for headcount, incentives, etc. Gainsight does a great job of forecasting/tracking for us.

We have used Gainsight within our Customer Success Team to expand our knowledge of customer relationships, to understand account health better, and make informed decisions on what plays to run. To a certain extent, it is used outside of CS but mainly by leadership who also want insight into existing relationships.

I have integrated Gainsight with Salesforce, Slack, Gmail, and SurveyMonkey. They have a great suite of integration options that work together well. Sometimes integrations feel very piecemeal and don't work as a unified whole, but with Gainsight, it feels like your building a seamless tech solution that creates efficiency.

We use it for our global customer success team. We also have view-only licenses for our AEs. CSMs use it to organize their day and track activities within accounts.

It's important, and we use Tableau to visualize key Gainsight fields for our executive team when accounts are "at risk".

We use Gainsight to manage our enterprise accounts. As a manager, I use it daily to understand the health of my portfolio of accounts and the status / progress of each customer's Success Plan. In addition, it serves as a critical 'single source of truth' if a CSM is on vacation / sabbatical or if we're transitioning the account to another CSM.

Executives can see Account Health, but we limited it to one Health Factor (our fault because of lack of skill in our org), so there's a big lack of granularity into Account Health. And we still struggle with building dashboards because the user experience is tough for our team.

Gainsight is mostly used in the Sales and Marketing department. It helps to track the costumer's journey and experience with us.

The most valuable outcome out is that you don't have to guess how your costumers are reacting. You receive a notification on your phone with accurate data.

We have used Gainsight within our Customer Success Team to expand our knowledge of customer relationships, to better understand account health, and make informed decisions on what plays to run. To a certain extent, it is used outside of CS but mainly by leadership who also want insight into existing relationships.

Executive visibility has not been critical at our company. Executive Team members can dip into account data when necessary, but it is situational and infrequent. We haven't organized specialized dashboards and I don't expect we will in the future, though I can see how it would be helpful.

Gainsight is not only used in our Customer Success organization, but also cross-functionally as well. We use Gainsight to provide historical data on all our merchants (High Touch, Low Touch, and No Touch). We use it for many different functions, some of them being sending out mass email campaigns, sending out all types of surveys (NPS, various CSAT). Some other teams that utilize Gainsight are Product, Implementations, Account Management, and Customer Marketing. We have developed Gainsight to be our tracking platform for a lot of our campaigns, as well as a platform where anyone on other teams (who have a license) can view responses or view historical data on a merchant, such as updates that have been inputted by the CSM's in the past, or emails that have been logged, etc. Gainsight is a great tool-- if not for it, we would essentially be using a notebook, or a very cluttered excel spreadsheet for each client. Being able to log all kinds of updates (email, call, meetings) and assigning action items directly to users who are involved is a very seamless process, and Gainsight has helped us with that. It has also helped us with providing daily alerts based on usage data to help CSM's be notified whenever there are spikes or negative trends with our customers.

It is very very very important. In our organization, we have dashboards for all our CS managers, which gives them a complete overview of all accounts' health, as well as profitability, losses, etc. It also gives an instant idea of workload based on open tasks that are created either automatically or manually by CSM's on the team. We also utilize Gainsight for weekly at risk meetings, for which we utilize features within Gainsight to assign tasks to people including executives.

Gainsight is used by the Client Success Department and management/executive team for the client services organization. The goal was to address a number of business goals:

• Accurate health scoring across our client base to manage escalations, track advocates, and give management better visibility
• Manage the tasks and workload of the CSMs day-to-day through the use of a mix of automated and manual triggers for Calls to Action
• Provide a central hub for client information, usage stats and CSM contact history (Timeline)
• Reduce the number of tools the CSMs were having to log-in to and use each day

That mandate has also expanded much further to include various reports and insights as well as automating tasks and emails using Journey Orchestrator.

Executives currently leverage Gainsight primarily for insight into Churn Risks and managing escalations. Ultimately we would like to become more proactive and prescriptive as time goes on, but the first step has been integrating Gainsight as a Risk Management tool and sharing information cross-functionally in relation to that initiative. Health Scoring is still in Beta at this time.

We've leveraged all those tools and found them all very valuable. An active user community and robust set of training resources is indispensable with such a complex product. We also attended the Pulse conference recently and it was a great mix of fun and learning, with a number of great speakers and of course VANILLA ICE!

Gainsight is used as our Customer Success Management tool.

This is an important source of information for executives when preparing for customer calls and meetings.

Gainsight is used by the Customer Success organization to capture and display customer adoption data as it relates to various products. Its use addresses the problem of understanding customer engagement in products with the goal of improving product marketing efforts as well as optimizing future product design and features.

Executives here focus on customer health scores and trends. Within Gainsight, the functionality that enables this focus are things like Report Builder function which allows ad-hoc report/chart/graph creation. Ultimately those resulting charts are usually placed on dashboards, some of which are created for the customer success organization as a whole and others that are created for executives specifically.

Gainsight was being used by all of the customer success to log activities with customers on a daily basis. We also had very specific alerts related to usage and communication built in to make sure we were monitoring how our customers were doing with our product and how often we were speaking with them.

My manager and VP monitored my team's activities and where our customers were at daily. We used our activity dashboard as the basis for our weekly 1-1s and also for calculating our quarterly bonuses.

We use Gainsight in the Customer Support and Success teams. It helps us bring together information from multiple software applications. Salesforce, Zendesk, Domo, and Pendo, these are are the primary software applications we use. For the two teams this is what they use to connect and record contacts with our clients. It can be customized, and we are doing better now.

There is a robust reporting system that has been very helpful for management. Each of our individual teams has multiple reports available to assess the teams efforts and success. The analytics helps to determine effectiveness of campaigns and more importantly it helps us have a better view at hiring needs and being able to set appropriate goals.

Gainsight enables our customer success team to manage their accounts through health scores, meeting notes, surveys, email campaigns, and CTAs. Our executive, sales and CS leadership teams use the tool to gain information on their accounts and to review dashboards. We use Gainsight as the main tool to store all customer data. It allows us to monitor trends and risks at a high level.

It is extremely important, all of our executives have access but it is a bit overwhelming for them to log in. We send them specific dashboards that we have created but usually send them data from other sources like DOMO because it contains data from other sources, like services that they need.

Gainsight is used by a variety of departments at my org including Sales, Client Success and Client Implementation. Gainsight addresses support and monitoring of client life cycle, success plans, progress and client risk.

Executives at my org use the dashboards daily to measure client health and Client Success team KPIs.

My executive sales team uses the account health weekly to target clients at risk and to assist with the build of Risk Mitigation plans.

Our executive team is very engaged with CSAT scores that are collected via the Gainsight tool. CSAT will continue to be a top priory for 2020 and will continue to be measured via Gainsight.

Gainsight is leveraged by our team of Customer Success Managers and CS Management in order to track and manage customer health, predict and triage at-risk and/or unhealthy accounts based on key data ported related to how customers leverage our software, log important engagements with customers, track CSM activity/productivity to ensure we're at a healthy utilization rate as a team, and aid in proactive engagements with customers as our CSM team scales.

We are in the process of building out executive dashboards within Gainsight for our executive leadership team. This will allow us to present key data related to at-risk customers as well as opportunities tied to current customers with data relevant to this group of stakeholders.

We use Gainsight to standardize our approach to client situations. Gainsight is our single data source regrouping all our customer data; this allows us to have a consolidated picture in a single environment and leverage that to build a success plan around that situation. It is also used to run automated NPS campaigns.

We have built in an automated reporting mechanism which provides C level executives with a weekly health status of the customer success organisation. We have also built dedicated reports per regions for the regional management.

We use Gainsight as the platform for our CSMs to work with their customer base. It provides meaningful insights and automated actions to make it easier to see which accounts need additional support, where opportunity for upsell/cross-sell exist, and general risk management.

Additionally, Gainsight offers robust reporting that helps the Customer Success Department communicate effectively with other departments and executives in order to address high level issues.

We use the information from Gainsight to directly report to our executive team so that they can see where issues/opportunities are.

We were an early adopter of Gainsight and really didn't use it within our Enterprise business until the past year. In our last renewal with Gainsight, we engaged a Gainsight consultant to determine if their solution made sense for our Enterprise accounts. No surprise coming out of that engagement the consultant recommended we continue using Gainsight with our Enterprise clients and also worked with us on best practices to roll out to our teams. We currently use Gainsight throughout our Customer Success and Sales team. We have other departments that don't work within the tool day to day but upload their client deliverables in Gainsight so we have a proper system of record. Currently, our mid-market and scale team take full advantage of the platform and we're using the platform to about half its strengths in Enterprise. But to be fair, a large part of the delay in using Gainsight to it's fullest extent isn't on Gainsight but on our data cleanliness in Salesforce.

Right now, our organization only bubbles up Gainsight data to our executives on a quarterly basis. We're working on some dashboarding that will help get them in the tool more frequently or at least get exports to them for frequently.

Gainsight is exclusively used by the global customer success team (about 15 people). We started using it this year to help us streamline our customer info, notes, and reminders into one platform. We also wanted the automation of reminders for outreach. It has helped us track our efforts and have more visibility into our accounts.

I think that our executives want visibility at a high level. They do not need to see the nitty-gritty work that we do on a daily basis. they are just looking at the big numbers. I have noticed that our VP does reference the dashboards in Gainsight but still heavily relies on Tableau for reporting. We are bringing in a new director, so how our executives leverage Gainsight might change.

We use Gainsight within Customer Success, Sales, and Renewal teams to help provide a better workflow experience in managing our customers. Salesforce can get very overloaded with information and it's refreshing to have a platform that was designed around the customer success mindset but still sync back to Salesforce as needed.

Gainsight is used as a way for current Customer Success Managers and Account Managers to understand the health of the accounts they serve, and as a task management tool.

Our executives need high visibility. As of now, more than Gainsight can offer.

Gainsight is used solely by our Customer Success team. However, insights are logged and key reports are shared with various teams and ELT across the organization. Gainsight allows our CS team to own customer relationships, from activity logging in the Timeline, to executing Success Plans within their book of business. Also, the Reports within Dashboards allow for risky behavior to be easily surfaced, creating a simple way to prioritize actions.

Having visibility into customer accounts is important to the executives at our organization. Our CCO operates out of an executive dashboard in Gainsight, which allows him to surface key trends or proactively get ahead of risks. Some reports within Gainsight are actually used in quarterly board decks.

Gainsight is being used primarily by our Customer Success Management and Implementation Services teams.

Our primary drivers for adopting & using Gainsight are:

• Customer source of truth with a record of customer history
• Consistent customer experience across CSMs & Implementation Specialists
• Risk identification & management
• Customer marketing
• Lifecycle management
• Reduced time to onboard new staff
• Reduced time to first value

This is especially important for our executives in getting a quick snapshot of individual accounts. We've really tried to drive Sally adoption amongst our executive team to make this information more accessible to them as well.

We use Gainsight to help onboard new CS reps, which in turn helps them onboard new customers. We also have connected GS with Mixpanel to bring in customer metrics from our product, and help understand our customers understanding of the product, and where they need additional help. With the health score we can also indicate, and be proactive about, preventing churn.

Yea one of my recommendations is a templated dashboard to start with so that we could edit it to have a re-occurring dashboard sent to the exec team. I don't think they see the full value.