TrustRadius
https://media.trustradius.com/product-logos/T3/KI/JVECOPT0CJWO.PNGGainsightGainsight helps us know when our customers need help before our customers know they need help2019-02-13T20:47:22.205ZWe 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.,Customer health score, which basically models how well your customers understand, and drive value, from your product.
CTAs, which you can trigger to your CS team in order to help them proactively reach out.
MDA, which flattens your objects across Salesforce, Marketo, Mixpanel....etc and let's you create rules (or flows) to trigger different events and field updates.,The user interface needs some work, for example, when you're creating a rule, sometimes you hit "next", but sometimes you have to click on the next number in order to progress. It's a bit wonky.
Maybe create out of the box reports that can help admins show the value of GS with the exec team.,9,10,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.,New CS reps are more easily onboarded, because they can follow CTAs while onboarding, and helping, customers. This in turn has had a positive impact of retention and NPS.
GS helps us visualize product usage that is easily associated with data from SF, like Contacts and Accounts.
We feel like we have a pretty good model that indicates churn risk 2 months in advance, so that we can be proactive and outreach before they cancel.,,Mixpanel feeds GS with product activity, and SF feeds GS with marketing / sales / account activity. Both integrations are very easy.✔Robert RiegelThe linchpin to an intimate and efficient CS organization2019-05-14T21:31:48.741ZWe currently leverage Gainsight across our Global Customer Success Organization. Our CS Organization leverages Gainsight to enhance our customer intimacy strategy and to manage our customer portfolios more efficiently. Our CS Organization includes around 35 FTEs globally.
Gainsight is also used by our Customer Support Organization for trasactional NPS.,Gainsight has an intuitive UI
Gainsight pairs beautifully with Salesforce
The Task Activity on timeline allows for efficient task management and leadership visibility on customer engagement,Missing a key integration to Outlook Calendars for Meetings displayed in Cockpit (or calendar function in GS)
Data integrations can be pricey,9,8,Extremely important. One of the biggest values of GS at Flexera is the ability for our exec team to quickly review status and activity on accounts for which they are an executive sponsor.,Increased NPS accuracy and automation
Increased NPS score across business
CS Engagement and account activity is more visible,,We pull in data from Salesforce. We also connect with Eloqua for Joruney Orchestrator/marketing collaboration. We are evaluating an integration with Heap for data analytics as well as FinancialForce for project management collaboration and trackingJohn JohnsonThe timeline feature is incredibly valuable!2019-05-10T23:08:53.181ZGainsight is used across the organization to see customer health and document activities on the customer timeline. The primary users are Customer Experience Managers and Account Managers, with executives using it to see the timeline activities of the customer. We use some CTAs for sending semi-automated emails. Most recently, we are using it for Risk and Escalation documenting and processing.,The timeline is great for having one place for everyone to log notes/emails/calls/important milestones in a customer's lifecycle.
Creating rules to generate calls to action.
Fantastic reporting.,NPS Surveys.
Creating Rules in the Rules Engine is complicated.
Being able to edit someone else's Gainsight timeline log.
Reporting on internal/external attendees on a timeline activity.,9,7,We have executive dashboards for execs to see NPS scores/responses, risks & escalations, discoveries, and the number of calls with accounts on a weekly/quarterly basis. They also can look into the timeline of an account and see all interactions with that account over their lifecycle.,We have used Gainsight to increase knowledge transfer across internal people managing accounts.
We have used it to hold AMs and CEMs accountable for making sure we are touching our healthy accounts at least once per quarter.
We have used it to increase executive visibility into what's happening in the day-to-day with customers.,Clarizen,SalesforceAshley PhelpsGreat tool!2019-04-18T02:53:16.426ZWe use Gainsight to manage our customer relationships and our customer's lifecycle post-sale up to and through renewal.,Scorecards
Reporting
Documentation of customer interactions,N/A,9,9,Gainsight gives executives visibility into how customers are performing, who's at risk of canceling, and where product improvements or enhancements could help the overall customer base.,Identify more advocates
Increased NPS scores
Improved retention ratesBradford GillensOne of Gainsight's biggest fans!2019-02-18T22:13:15.875ZWe use Gainsight as the heart and soul of the Customer Success team. The CTAs define the day to day work of the CSMs, but we also use it to track the success of onboarding a new customer and other larger projects. It's important to us to have all of a customer's experience tracked in Gainsight to help us tell the full story of a customer. Our analytics team needs this story to better help us be predictive.
Additionally, we use Gainsight to track activity and outcomes related to the work of CSM to help understand the value of the CSM team.,The genius behind Gainsight is the rules engine. We pump in the usage data, along with customer information and create "if this then that" rules. The rules are very powerful and I've yet to run into something that was not possible.
Gainsight offers a lot of flexibility in the creation of manual CTAs, and this allows us to use to track risk and service disruptions.
Gainsight is a powerful platform that integrates well with other tools we use or plan to use.,Gainsight is not an analytics tool, but it could be. Typically, I download reports and manipulate it myself.
I also wish non-admins had the power to create their own reports.,10,10,This would depend on the executive, but typically, reports are extracted, combined with other data (call center, sales) and presented to executives in a presentation software. I would love for this to work better, but it's about executive adoption rather than the product.,Improve processes like onboarding and migrations.
Created more data points in the customer lifecycle to help guide CSMs and provide a story for predictive analytics.
Increase efficiency and time to value.,ChurnZero and Totango,We bring in data from SFDC and data warehouse. I've also used Marketo data and inputs from the support case management tool. This is all critical to telling the full customer story and defining our work.Penny Ashley-LawrenceGainsight: I dig it!2019-02-12T21:51:59.741ZOur client success management team uses the full license and our account management team has access to the salesforce account window.,Rules engine & Journey Orchestrator are great
UI is easy on the eyes
Dynamic reports are helpful
Error messages are actionable
Bringing in data from our product is working well,360 takes too long to load.
Journey Orchestra has to be cloned and can't be edited once created. would be easier to be able to make edits in existing programs.
would like to add a new Customer Status in addition to active, inactive, churn.,10,9,I don't know specifically but we have build dashboards for them.,I'm just the admin. Hopefully Sarah Kokin from CSOD will provide specifics.,Salesforce, Cornerstone internal tool, Splunk that I know of. We use utilization data from our product to trigger CTAs to our CSMs to take action.Lauren MarshNumber 1 customer success platform!2019-05-17T18:55:05.491ZGainsight is utilised within our Client Services team as a tool to centralise our engagements with our clients and enable us to have a non subjective view of account health. It removes the need to use multiple tools and allows us to pull data from other systems (eg Zendesk, Mixpanel) as part of our health checks.,Customer health
Tech touch
Best practice
Recording of customer engagements,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.,9,7,Incredibly important as our executive team have an eye for customer health and looking to understand which customers are at risk of corn like churn. We have an executive dashboard which is built to look at yellow and red accounts, which accounts are up for renewal, and other key measures which require addressing. This drives risk management and proactive executive decisions and direction in resolving any pain points.,Improve the ease of use in viewing standardised product usage in one platform rather than logging into another system. Become more proactive rather than reactive.
Automation and centralisation of customer information has improved efficiency by at least 50% and enabled others to be able to find information more easily.
Removed subjective and manual health scoring which was a cumbersome manual process for the team.,Natero and ClientSuccess,Zendesk - high level view of open tickets and impact customer account health
Mixpanel - aggregate data to create a standard set of reports for all customer accounts in the system. Removes the need to log into mixpanel to build a dashboard for each new customer account.Verified UserGainsight makes me feel like a valued customer always!2019-05-16T01:51:12.278ZGainsight is being used in the customer success function of our company. Our CSMs, Renewals Managers, and Professional Services teams are all leveraging Gainsight at some capacity. This tool helps us collaborate across teams, stay on track of customer milestones, escalate risks to the appropriate people, and evaluate the health of the organizations we support.,Automated Calls to Action - I love these as an easy way to prompt action items for our reps
Customer Service - I adore the Customer Success team and find the technical support team extremely accessible, friendly, professional, and valuable.
Aggregation - we're able to manipulate data in different ways to surface that for the reps and managers at our company to understand our clients and entire book of business.,Complexity - this tool is very robust and challenging. At a minimum, it's not that complicated if you have proper training to understand basic functionality. However, to truly take advantage of the best features, you have to have time to dedicate to learning the different components of the tool.
Opt in/Out functionality for automated emails - I wish we had more control of how we monitor our client's engagement, along with ease of use in trying to recover our points of contact when they decide to opt out of communication.
Reporting functionality is very minimal and not very user friendly. I'm able to get what I need after much troubleshooting.,9,10,We haven't yet made the data in Gainsight visible to our executives. This is definitely an area for improvement. We do, however, sync the data being transformed in Gainsight to salesforce, which is what is mostly available to our leadership. When the reports and dashboards are improved and more user friendly, I will consider putting Gainsight in front our executives.,Health Scores have changed how we prioritize our clients, escalate risks, and evaluate ways to take action to improve our NPS scores.
We've evolved our usage of CTAs to be more intentional in highlighting specific actions as a result of key milestones.
Automated emails through Journey Orchestrator make it easy to automate our renewal process for organizations who will likely auto-renew (and not renegotiate their terms).,Salesforce Lightning,The tools that we have connected to Gainsight include an S3 Connector (from our data warehouse) and Salesforce. The data we collect from the product syncs over via S3, where we are able to manipulate the information in a way that highlights the most important details. Then, the data syncs from Gainsight over to the necessary fields in Salesforce for the entire company's usage.Verified UserTake on the challenge, it is worth it.2019-04-26T23:15:52.599ZGainsight is mostly used by the Customer Success org. As a whole, it is not completely adopted by all teams, but the efforts of our Operations teams have made sure to display dashboards and important data regarding upcoming renewals and any risky activity. Where Gainsight is heavily used is within a CS team that focuses on scaling the Customer Success manager role and responsibilities. We've been able to automate many engagements along the Customer Journey via Journey Orchestrator, engagements that would've been time-consuming for human resources. Automation frees up CSMs' time to focus on more strategic initiatives. Internally, it has been an amazing tool to help the scale CSM team prioritize which accounts to engage with first. We have triggered alerts that will keep CSMs aware of all the accounts in their book and select the higher risk clients to address.,Gainsight Community is so useful for more live support, and networking with other clients is definitely possible.
Gainsight support is rapid responding and will not leave you wondering.
Help Center and documentation is kept up to date which is very difficult for fast-changing technology.
Webinar topics are on point.,Account managers/CSMs can introduce and demo new features at the time of rollout. Be proactive to schedule time with your power users.,8,8,Executives use dashboards, mostly, but the CS operations manager usually gets requests to pull reports when the time comes.,Automated surveys for more data collection and more informed business.
CTA dashboards to improve team efficiency.
Inspire client base and initiate upsell conversations.,Zendesk and Adobe Photoshop,The tech stack that we have is Salesforce, Mixpanel, and possibly Zendesk. It is so useful for our workflow-- our technology is based on social mentions, so when clients hit their limits, Gainsight triggers notifications which are crucial for good engagement.,30Verified UserGreat tool if you have the resources to implement and manage it2019-04-26T18:48:29.463ZGainsight is being used by the entire customer success team on a day to day basis. In addition, the product team uses Gainsight occasionally. Lastly members of leadership have access to Gainsight and they use mostly the Dashboard from time to time.,Native integration with Salesforce
Great work management capabilities (CTAs, tasks, automation/semi-automation of tasks)
Automation of customer outreaches such as surveys and welcome emails
Robust health score
Great capabilities for logging touchpoint (formatting, selecting topics, choosing attendings, reporting capabilities),Lacking capabilities for gathering, reporting and analyzing usage data
The ability to format charts (font sizes, chart sizes, etc.) is limited
Gainsight is a complex tool that takes a lot of training and experience in order to fully utilize,9,10,Executive care about data that lives in Gainsight a lot. They'd like to have visibility into how our customers are doing, different trends, forecasting as well as key KPIs such as retention rates. The dashboard capabilities in Gainsight are great and are used from time to time by executives. However, since it is very challenging to calculate many KPIs (net retention rate, gross retention rate, etc.) using Gainsight's data management tools, those are missing from our dashboards which prevents Gainsight from being the one source for all customer related data.,Retention has grown significantly
Visibility into customers and performance is much higher
The response rate to surveys is much higher than it was with our older system,Totango,Gainsight is connected to Salesforce, Gainsight PX and Zendesk. The integration to Salesforce is smooth as the product lives in Salesforce and the integration to Zendesk is great as well. However, the integration with Gainsight PX is not as easy as I thought, requires help from PX's developers and making changes is not as straightforward as I expected it to be.Verified UserLooking to increase your performance and customer relationships? Gainsight is for you!2019-04-18T02:07:54.769ZWe use the Gainsight platform to address customer success problems. Our team administrates the platform and address user request for metrics, usage data, and specific requests related to our customer accounts. Another important aspect of Gainsight is the use of the NPS survey tool, this is a very important tool for us as it serves well to provide a snapshot about how the company is doing on a quarterly basis with our direct customers and also provides our leadership team points of actions to take in order to improve all services provided to our customers.,The ability to build specific dashboards for internal customers in the organizations.
Customer 360 is a great tool to provide a view about how a customer is doing within our company.
The NPS Survey is a great tool for any company that uses Gainsight.,The differences between MDA Objects and Data Spaces, these are not allowed to be interconnected, this should be possible.
Being able to create joined reports between objects in the report builder would be a great addition.
Provide more flexibility at the moment of creating reports from objects related to the NPS Survey, sometimes is hard.,10,10,Our Customer Success Executives use dashboards, Customer 360 and additional tools within Gainsight to have great visibility of their relationship with our customers. One of the best futures of Gainsight is that our customer executives have visibility anywhere, so even if they are a customer site they are able to see the Gainsight information and attack any problems that are pending.,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.,Power BI For Office 365 and Oracle API Platform Cloud,We have S3 sources and Salesforce right now, both of them are great working with Gainsight and provide a lot of combined functionality to our internal users.Verified UserGainsight: the best in class!2019-02-23T20:58:15.583ZGainsight is currently used by sales (customer success) and piloted by some account executives. We use it to predict the customer health and renewal activities.,Call to Actions
Health scores
Reporting and Dashboards
Email
Surveys,Inability to integrate with Outlook and Gmail
Sending tabular reports via email
Ability to mark certain timeline notes as favorites,10,10,This is extremely important. The executives use gainsight viewing license via Salesforce widget and dashboards to drill down the data. Find opportunities and predicts where care is needed,Increased the frequency of surveys due to ease and flexibility
Tracking up-sell opportunities
Employee efficiency for tracking renewals
Health scores
Collaboration,ClientSuccess, Natero and Totango,Currently only Salesforce but we plan to integrate with Atlassian and Netsuite.Verified UserGreat tool for account managers and client success managers2019-02-22T20:30:18.367ZWe use Gainsight to monitor the use of our software by clients. This helps us uncover potential upsell opportunities and, conversely, determine how likely an account is to churn. It also allows us to schedule CTAs that prompt account manager's to reach out to clients at regular intervals regarding usage and renewals.,Visual -- at a glance you can get a complete snapshot of the account: their usage, activity, and how likely they are to churn. This provides opportunities for proactive outreach.
CTAs -- a very well designed system that allows you to create CTAs around renewal dates, data usage, survey responses, and prospect outreach.
Automation -- Gainsight allows you to send out automated emails based on a client's usage. It allows you to customize several different features and review before sending, which is helpful for AMs when managing a large book of business.,No ability to filter CTAs by type.
Parameters for setting up automated emails can be restrictive at times.,8,9,Visibility into customer accounts is extremely important for executives as it helps them project revenue, see where the product needs improvement, track potential upsells, see how the clients are segmented, and track the outreach efforts of account managers.,Identify clients that are likely to churn and prompt the AM to proactively reach out, leading to improved retention.
Uncovered accounts with upsell potential based on usage.
Improved employee efficiency with CTAs.
Increased NPS score.,Salesforce Lightning,Tableau, the software product itself, and Salesforce. This allows us to get a 360 understanding of how our clients are using the product and allow AMs to be more efficient and better manage and grow their accounts.Verified UserGainsight made our lives easier and happier2018-12-02T02:52:02.261ZWe are currently using Gainsight within Customer Success. We use it to automate some account processes such as renewals and contact management. We use the Rules Engine to generate Calls to Action for CSMs as well as make modifications to account records. We also use Gainsight to send mass communications and our NPS survey.,Gainsight makes reporting from various data sources very easy and intuitive. It is easy to generate reports on-the-fly and add visualization before publishing to a Dashboard. It is also easy to re-arrange data to make it faster to create reports or generate contact lists to use for outreaches.
The Rules Engine is a powerful tool for generating Calls to Action as well as being able to update fields on account records.
The Program function in Journey Orchestrator allows us to send a variety of email communications especially with multiple message variants and if we need to send follow-up emails automatically or create a Call to Action for the CSM.
The shareable functions of Gainsight - Share 360, Success Plans - are really great features for being able to provide additional value to customers and provide them insights into their account and usage.
Timeline is so much more robust than creating activities or tasks just within CRM. Timeline provides a way to track meetings and other events, add multiple participants, and even create follow-up tasks (CTAs).
The Support from Gainsight as well as the Community has been very important to helping us get the result we want quickly.,It would be helpful to have more integration with email and calendar applications so that email could be sent from within Gainsight from any email within Email Assist (CTAs), or CSM calendars could sync to the Timeline function on the C360 view.
Reporting is a great feature but it could be more aligned with how we can build datasets within Rules Engine or Program queries (bionic), allowing us to combine data from different sources without having to create a new data table to query.
Folders, folders, folders - we build a lot of email templates, outreaches, and rules, and there is currently no way to organize these so it just becomes a giant list that has be queried to find the one item you want to work with.,9,9,We haven't fully developed Executive-level dashboard views but we are able to quickly give this visibility if needed as well as email reports as needed. There are some ideas for showing retention trends and forecasting that we'd like to explore soon.,We've seen the most improvement in efficiency. As a result, we've been able to hire fewer employees for certain positions in Customer Success.
The Rules Engine in Gainsight has given us a way to quickly identify customers that might be having issues and require follow-up from CSMs proactively, whereas before we had no way other than being reactive.
We've been able to reduce staff time on activities that can be automated allowing contributors more time for more proactive or difficult workflows.,We are integrated directly to Salesforce, which is bi-directional. Many of our other systems integrate with Salesforce, which we then pull into Gainsight. We've looked into possibly adding additional data sources into Gainsight - such as Jira and our data from our online community.,Yes,Yes,Support took the time to explain a difficult and less-than-well-documented feature of Gainsight. After resolution it was something that I could then much more easily use, understand, and explain to others so that we could replicate results. This happened in a similar way with another feature and I was given a great alternative that ultimately produced a much better result.John ApplebaughThe powerful tool that is Gainsight2017-10-27T21:11:48.082ZWe use Gainsight primarily in Customer Success, although this has begun to branch into opportunities in Tech Support, Field Services, and Education Services. Our primary business problems Gainsight addresses are as follows:
Process automationEmail automationMass communications to current customersDeliverable organization & reporting,Mass email automation. We have been able to better scale our business , while still engaging with customers, through the use of Gainsight.
Process automation. I have been able to stay on top of our data and and efficiency goals via the use of Gainsight. We have also been able to add and improve some of our offerings via the capabilities of Gainsight.,Documentation. They have improved in the volume of documentation recently, but the search-ability and usability is still lacking. I know the features are there, but it is sometimes difficult to understand how to use them.
Product Usability. Again, like documentation, the product is immense. I just wish it was more naturally intuitive. I like to compare software to the Apple platform. They are the pinnacle of user-friendly. I think Gainsight could learn a lot about the simple, yet powerful, framework of software like Apple's.,9,9,This is something of growing importance to us. Traditionally, this has not been something that we worried about, but our senior leaders have a growing interest. I feel that within the next year we will need to create and utilize processes to keep our executives aware of key accounts. I know that Gainsight has the tools to help us in this area.,We have increased our on-time renewal percentage year-over-year through automated renewal outreaches and other processes. This has also increased efficiency of our renewals team.
We started offering executive business reviews in 2017 and Gainsight has given us the tools to deliver. Early feedback from customers is immensely positive in this area.
Our NPS survey implementation has offered us our first real, unfiltered feedback from customers. It also gave us a short list of advocates that we could leverage for our Marketing and Sales teams.,Bullhorn,We also connect Pendo and Amazon S3. These are new integrations for us, so we are still learning here. We also send Gainsight info to DOMO for some advanced dashboards (which works great)!,60,3,Scalability
Creative Insights
Proactive Outreach,Share internal data and customer information directly with customers
Increase scale of accounts per CSM through automation,Advanced automated onboarding
Sales staff awareness
Easy access to customer information via Slack,10,Calendly,No,Product Features
Product Usability
Product Reputation,I wouldn’t. We got the right product and are paying a fair price.,Implemented in-house,Poor buy-in from our organization
Wrong person assigned to the job internally,7,Yes,Yes,Gainsight has a practice of alerting me when a bug MAY have impacted my account. They proactively reach out and let me know about the situation and offer to investigate for me. No pressure or work on my end. Then they report back with the impact and we take action together. This is amazing and something I greatly value.,Cockpit
Surveys
Rules,Journey Orchestrator
Scorecards
C360 Setup,Yes,8Ben MichaelKeep your fingers on the pulse of your customers with Gainsight2017-10-31T15:23:00.849ZGainsight operationalizes the customer experience consistently across the Ceridian North American customer base. Customer success resources proactively engage customers based on calls to action from Gainsight. It also captures the “pulse” of the customer to objectively reflect a customer status assessment based on a large variety of factors. This information allows Ceridian to take the right action to deeply engage customers and correct situations that need special attention. Unlike reactionary support solutions, Gainsight is used proactively to keep customers successful before they go “off track”.Gainsight is a critical component to the company technology stack that drives the activities of the award-winning Ceridian XOXO Customer Success program activities. It draws from Salesforce and many other systems to distill critical information for the users and management about the Ceridian Customer base. It also feeds other solutions with the real-time customer sentiment so they can be engaged accordingly.Without the scalable operationalization of the CX NPS will suffer. Gainsight allows team members to deliver a consistent great CX!,Gainsight provides a large team with a consistent playbook of tasks that result in a consistent operationalized customer experience. IF an organization is seeking the same high quality experience for customers from Toronto to Tempe they will appreciate the calls to action that present tasks for their team members and the dashboards that allow the team management to have insight into the programs success.
Along with a phenomenal product, the Gainsight team members are great business partners for success. From the regular meetings to share best practices to the partnering to integrate their solution with others, they are great business partners.
Gainsight delivers on its product road map. If you have an opportunity, watch a Karl Rumelhart product road map presentation to see the direction of Customer Success!,I'd recommend new Gainsight users keep initial configurations simple to allow focus and faster ROI. Many users, my own instance included can grow quickly to try to accomplish too much. Controlled quality growth, and product configuration scope, would be a good mantra to keep in mind.,10,10,Annual Recurring Revenue is the most important success metric for a SaaS organization. Gainsight provides insight into the customer experience from a granular account level view to a high-level overall business segment view for the C-suite. Customer Success managers are prompted with individual account level tasks while more senior managers and executives incorporate dashboards into their weekly routines to have real-time insight into the accounts delivering the ARR.,Ceridian prides itself on delivering the best customer experience through the XOXO Customer Success program and the other customer facing departments. Ceridian is regularly recognized as an industry leader for customer success program value to the organization. This program would not be possible without Gainsight.
Gainsight is used to proactively identify and take action on at risk accounts and this has given us a much better chance to save the account and reduce churn.
Gainsight's ability to create a health score from several objective factors has allowed Ceridian to systematically identify potential reference customers who in turn engage prospects to drive additional revenues.,,Salesforce is tightly integrated with Gainsight to the point where our CSMs can spend a bulk of their time in Gainsight views without the need to go to SalesForce to complete what would be redundant tasks.
Influitive's AdvocateHub is the customer-facing portal that allows customers to review and accept or decline opportunities that are mutually beneficial to the customers and to Ceridian. Based on their actions and sentiment Gainsight triggers calls to action to engage the customer with the award-winning XOXO CX.,60,2,New customer engagement
NPS Survey follow up
Reacting to customer advocacy activities
Regular executive busienss reviews
End of year assistance,Gainsight sentiment is consistently captured and that score is passed to Influitive's AdvocateHub solution to target the right opportunities to the right customers based on their current sentiment.,9,Influitive AdvocateHub, Upland RO Innovation,No,Gainsight has reached out to engage a wide variety of Ceridian team members to assist with their unique areas of business. For example, our NPS Survey team was interested in migrating to Gainsight's survey capabilities and the Gainsight team engaged them directly and answered their questions and coached them on best practices.,9Carlos GonzalezGainsight is Great!2018-03-23T20:37:29.352ZWe needed to get a better understanding of churn in our organization, but also to get a better understanding of our customer base. Gainsight allows us to track customer satisfaction and create scorecards that help us work better with our customers. We can be more proactive than reactive to customer issues and concerns.,Calls to Action - When certain conditions are met that we have created, Gainsight will alert the proper personnel to take the next steps.
Single pane of glass - Gainsight allows us to see everything about a customer in a single view, utilizing various graphs and easy to understand information.
Communication - Gainsight allows us to reach out to all or specific segments of our customer base. We can send informational, marketing or surveys and track customer response over time.,Gainsight does not integrate well with all systems.
Must have Salesforce to use Gainsight.
Better documentation on integration or assistance.
Gainsight can do a better job at ensuring their customers are utilizing the product to the best of their ability.,10,8,Visibility is extremely important as we need to be able to check the pulse of the customer at any given time. Gainsight allows us to create scorecards for customers so we can prioritize which customers may need some extra love. We can also review account management and how they are working with their customers to ensure renewals and outreach are being addressed.,We use Gainsight to improve retention by scoring our customers and prioritizing which ones we need to reach out to.
Gainsight allows us to directly contact specific segments of our customer base so we can send different communications to the different tier levels we have.
Gainsight allows us to see which customers are coming up for renewal and who we need to reach out to, to start the renewal process.,TotangoJoshua TobianskyGainsight saves the Customer Success puzzle2016-07-01T17:46:22.175ZWe rolled out Gainsight across our entire Customer Success organization of 100+ Success Managers and leaders. We use it as the central source of truth for all customer health and activity, and reporting on both to executives across multiple departments. In short, if it doesn't happen in Gainsight, it doesn't happen. Day-to-day Success Managers use the Gainsight Cockpit to track their customer activity. We use a combination of automated and manual entries to surface activity and needs per customer. We've also begun integrating our Gainsight to pull insights from other solutions to track customer health and create tasks for our Success Managers.,Roll up reports across the entire organization to glean insights that can be sent to other departments.
Track and triage big moments in a customer lifecycle.
Create tasks for Success Managers to mitigate a customer heading down the path of churn.,The Reporting module is only intuitive if you have extensive training on it, not even for someone who works in the SaaS space or is a heavy user.
Creating manual tasks within CTAs can be very time consuming. It is best if everything rolls of a Playbook.
The email notifications come in - at best - a daily digest.,9,More than 100 people,Got a lot of work off spreadsheets and documents
Moved things to a historical, reportable space
Surfaced insights to reduce churn,Pendo.io,Reading the Reporting Dashboards
Reading the cockpit,Creating reports
Creating on-the-fly tasks within a CTA,No,7Colin BurnsGain productivity with Gainsight!2019-01-09T18:18:46.017ZGainsight is used extensively by the Customer Success team in my company. It is useful to track health scores of clients and to identify potential churns due to various triggers. The cockpit function was really useful in getting us to reach out to clients in a timely manner for business updates.,The cockpit function which uses the "Call to Action" function is really useful in ensuring we track engagement with all our clients
The health scores are useful to identify potential churns and we can take remedial actions to address them before the renewal date
The newly added timeline feature is useful for tracking key activities with clients,For the timeline feature, I wish there was a easy way to download a single report highlighting the key activities done with each client,8,4,Visibility into customer accounts is very important. The executives in my company have various dashboards set up to track different client metrics as well as financial statistics.,With Gainsight, our retention numbers are maintained at well over 90%.
Gainsight has made me more efficient with my work process as I can get an overview of what's happening with all my clients at a glance.
Any red flags that are triggered allow me to take proactive actions and clients are also appreciative of that.,Salesforce is connected to Gainsight.Jason ChanGainsight is by far the BEST CSM solution out there!2018-09-04T18:48:01.511ZCurrently Gainsight is being used only by the Customer Success department. The problem we had prior to having Gainsight is that we had way too many customers to discover all of their issues and make them better users of our platform. After we implemented Gainsight, we were able to locate specific gaps in customer performance that we wanted the CSM team to address, and we created CTA's to make it easier for a CSM to structure their day without having to research/find issues. We are also able to better track the last time we were in contact with our customers, so that we can ensure that each customer we have is being cared for.,Easy to use UI. This makes it easy to onboard new CSM's to start using the tools and get them up to speed on their administrative processes
Having a holistic view of the customer makes conversations much easier by outlining everything we need to know about the customer in one view. This alone eliminates a large amount of time for our CSM's by not having to load multiple objects in SFDC
Rules engine/bionic rules. The possibilities are endless when you start diving into the power of bionic rules. Objects that were once unrelated can now have some sort of relation, and you can formulate extremely valuable data that used to take hours to pull into Excel.,Admin tab has lots of tabs and sub categories in each tab. If you don't spend a whole lot of time in a certain category then it can take a while to find the info you're looking to update/change
CTA updates. In our instance we use CTA's very heavily and we would like the ability to create rules that automatically update the status of a rule. Currently you can create rules to close a CTA but you cannot create a rule to change an open status to a different open status.,10,10,Reporting at my company is typically held within the operations and the VP levels. We are owned by a Private Equity and the Executive team doesn't have access into Gainsight but we do share our insights and current issues within the customer base. We use certain reports to display trends but that's as far as the executive team gets visibility.,We've been able to reduce churn by over 10% by finding key issues for our CSM team address using Gainsight
CSM's are able to address more accounts now because they no longer have to dig to discover customer issues.,Strikedeck,Currently we only have Mixpanel connected to Gainsight. This has enabled us to capture data from how our customers are using our product and capture insights within SFDC/Gainsight to help empower the CSM team to better assist the customer. Mixpanel used to be used exclusively by our product team but now we have greater visibility.Mark PetersonA great tool with amazing people2018-09-04T17:13:58.238ZWe currently leverage Gainsight within our customer success management teams. We are working with other internal teams and have leveraged specific functionality to help streamline their current processes, so indirectly they are benefiting from the tool as well. Gainsight has helped the CSM teams consistently track customer engagements and helps them prioritize their accounts.,Timeline - This is the BEST feature of Gainsight! There are multiple ways to allow your reps to track their engagements, all in a searchable fashion. This has been the ticket to increasing CSM adoption of the tool.
The people - Everyone I've engaged with at Gainsight has been outstanding! Everyone from sales to implementation to product to customer success has all been amazing!
Scorecard - Having a clear and consistent way to manage our customers' health has been beneficial throughout all levels of the organization.
Call to Actions - Setting up thresholds for when customers are at risk, and knowing why, has helped drive meaningful conversation with our customers.,The load times for many of the screens can be frustrating to end users. It's pulling real time reports so that is why the load times can be long, however CSMs get impatient quickly.
The survey tool is a bit clunky, although it's improved drastically over time.,10,10,This is an area we currently aren't leveraging Gainsight for, at least not well. Visibility into customer accounts is clearly critical for execs, but we have other SFDC reporting and dashboards set up that are leveraged today. We are in the process of creating an exec specific dashboard to track top accounts but are struggling to get them distributed. There is a strong legacy of SFDC reporting which makes execs using Gainsight for reporting challenging, as they don't use it for anything else - at least today. There is definitely a value prop. to have execs use Gainsight, but we're working through rep adoption first to have a more accurate system.,11 to 25 people,Task management - allows streamlined process to track and prioritize workload
Identifies at risk customers based on fact, not just 'gut' feel,,Today we simply pull information from SFDC. We also are beginning to use Tableau in the C360 to display data to our CSMs via the C360, but we aren't leveraging any other data sources.,No,NoJen MolitorGainsight Sets Client Success Up for Success!2018-08-22T18:06:43.531ZAt Bazaarvoice, our Client Success department uses Gainsight to track client conversations, milestones, and health. It helps our Client Success Directors work at scale with automated outreach and CTAs to ensure clients receive the correct service level. Gainsight also makes transitioning clients from one CSD to another smooth and simple, as we can review past conversations and high impact moments easily.,Gainsight helps managers monitor their employees' client interactions.
Gainsight enables our Client Success Directors to manage larger portfolios without letting clients slip through the cracks.
Tracking client health through Gainsight allows us to identify and address risk to mitigate churn.,The currency conversions found on the Customer 360 page that pulls in from SFDC have some inaccuracies.
Gainsight can't push data back to SFDC, so if you make an update in Gainsight, it will not be reflected in SFDC (with the exception of activities)
The Programs and Outreaches are not as easily controllable by the end-user (CSD) as they could be.,10,10,We don't have executive dashboards set up, at this time.,It has helped us provide great service using a one-to-many model.
It has improved our health tracking capabilities.
It makes client transitions seamless.,Salesforce, Marketo, GoodData push data into Gainsight. These sources help us track usage data, client outreach, and service level changes.Anna WhitehouseGainsight enables CS teams to become more efficient!2018-08-22T17:51:57.770ZGainsight is strictly used by our Customer Success team. It enables our CS team to ensure they can properly manage all of their customers on a daily basis, from health scores, CTA's, renewals, etc. Each member of our team uses Gainsight on a daily basis. The main use cases for our team are:
1) Reporting & dashboards: Each CSM has their own dashboard that contains various information on all of their customers, from health scores, customer life stages, renewal dates, MRR, etc. This allows them to have a wealth of information on hand whenever they need.
2) CTA's, playbooks: this ensures our CSM's can stay up to date on every customer, trigger playbooks & CTA's regarding the customer life cycle and ensure customers are moving towards a successful renewal.
3) Rules Engine: automated rules that trigger a variety of tasks, such as NPS surveys, health score updates/changes, usage data analysis, among other things.,Gainsight makes it very easy to set up rules to automate the CS process. Automation is key. It allows us to run rules daily without having to do anything manually.
Gainsight's reporting and dashboard make it very easy for CSMs to view their customer info in one spot, in a very efficient manner.
Gainsight's health score system is fantastic. It allows us to alter it whenever we feel that we need to and add as many metrics as we'd like.,An update to Gainsight's UI would be fantastic. I really like dashboards but they are very dull looking. An update to make reports more colourful would go a long way.
I'd like to see continued improvement of Gainsight's advanced outreach feature (automated emails). It worries me when I set an advanced outreach to trigger and then have no idea when it will trigger - sometimes it takes 2 minutes sometimes it takes 45 minutes, this causes a nervous feeling as I just have to wait and see if it deployed properly or not.,9,9,It is very important - on a monthly or quarterly basis, I export powerpoint from Gainsight's dashboards and share this information with the leadership team.,Improve CSM efficiency.
Identify customers that are at risk earlier in the customer life stage.
Understand how our customers feel about our product, leveraging Gainsight's survey tools.,,We have Zoura and Zendesk connected with Gainsight and we also feed usage data on a monthly basis to Gainsight, leveraging their MDA services.Josh DanielsSetting my sights on a long future with Gainsight!2018-08-22T16:44:54.353ZWe are currently utilizing Gainsight for our Customer Success team and looking to expand into other teams with a long term goal of company wide use. It serves as our main CRM database and is quickly growing into our primary communication tool with our customers (email templates, surveys, etc.). Gainsight helps us keep communication flowing between the CSM and management, and has been an invaluable tool to keep all of our customer notes and details in one place to streamline internal transitions.,Pushing 'to do' items out to our CSM team both by rules/filtering customer criteria or by uploading hand-picked lists of customers for special projects. Their Cockpit gives our CSMs a single place to go to see all of the action items for the day, week, etc. They can be grouped by type, due date or priority which allows each of our CSMs to customize their view and work how they work and prioritize best.
Dashboards are incredibly easy to build and allow management a visual insight into our customer data. Any data we can create a report on we can add to a dashboard. Global filters have been a HUGE addition, allowing us to quickly filter an entire dashboard by CSM or Team Manager with very little effort.
Gainsight's Timeline feature is a key component of our Gainsight usage. It was incredibly easy to roll out to our team initially and adoption has been great. The new Global timeline was a much needed addition which now allows us to see all timeline entries in one place and filter by CSM or account very easily.
Customer support is top notch! Their support platform allows us to very easily submit requests, track its status and email communication back and forth with the support team is quick and easy.,Workflow from an admin perspective leaves something to be desired. For example, creating a CTA for our CSMs so send to their customers requires access to 3 completely separate admin areas of Gainsight. 1. Journey Orchestrator to create the email template 2. Cockpit to create the playbook and 3. Rules Engine to actually create/send the CTA. This is a fairly simple task and one we do often, but the whole process seems disconnected.
Reporting on admin related data could also be a big improvement. The dashboards and tools to report on our customer data is great, but finding information to help me better manage/update our ongoing templates, rules, etc. is difficult.,9,10,Currently, our executive team is primarily leveraging Gainsight through Dashboards. We do have future plans to expand on this usage, but have not implemented anything yet. Visibility is increasingly important to our executive team to ensure the happiness and continued product adoption of our customers.,So far, our primary outcome has really been improving employee efficiency. We have gone through a pretty major reorganization of our customer success team and are pushing our CSMs to support more customers than ever. Gainsight has been an essential tool to allow them to support more customers without losing the high level of support our customers have come to expect. Many of our CSMs went from supporting 40-45 customers to now supporting 60+ with minimal effort.,All of our Gainsight data current flows through Salesforce or is uploaded data from our software on customer usage, licenses, etc. We are also in the process of implementing Kimble (on the SFDC platform) for our time/services tracking so once that implementation is complete that data will be pulled in as well. It is nice to have a 'single source of truth' for most of our data so we can spend more time analyzing instead of fact checking to make sure what we are looking at is even accurate.Katie BakerGainsight review - 300+ Client Success Manager group2017-03-29T20:41:28.628ZWe use Gainsight (GS) in our Client Success department, which is primarily responsible for customer service for existing advertising accounts, along with upsells and renewals for those accounts. Gainsight gives us a much more structured approach to portfolio management, along with unique visibility into account attributes and directed activities for our CSMs.
Gainsight has helped us address the following business needs:
Stronger onboarding of new accountsAnnual plan of action for each account in a portfolio Targeted, action based reasons to call based on customized triggers for our accounts Gain visibility into trends we may not have seen otherwiseStructured approach to proactive communication, along with specific milestones we'd like to achieve on each call,Support. We have required a lot of customization of the product and GS has always been responsive and helpful. This is true not only for product implementation, but also with technical barriers we've needed addressed over the years
The product reinforces a philosophy of putting the customer needs first, along with strengthening our own customer support. This has been very helpful in getting buy-in to our new approach, since every level of our technology mirrors the conversations leadership has with our CSMs about our focus.
It is always great to see a company continue to iterate on a product, and GS does a great job of listening to it's customers to help inform the direction of certain changes to the product. Their support pages are great, and the changes nearly always address specific needs we have as an organization,Editing records within GS instead of needing to consistently 'bounce' back into SF. The biggest example of this for us is with our 'trackers' we use on Opportunities. The ability to do in-line editing, or editing SF Opportunities right within this view would be such a huge lift for adoption and ease of use.
Reporting. There are certain limitations to the ways we can configure reports that don't give us the level of flexibility/visibility we're used to with standard SFDC reporting. I prefer to aesthetics and layouts of the GS reports and dashboards, but limitations force us to still rely on SFDC for a lot of things (inability to report of formula fields in a backend report for example)
User interface is starting to feel a little dated. With other software experiences updating and refreshing their UI, GS is running the risk of feeling out of date (example: the new Lightning UI from SF). Would love to see elements updated to allow for a more fluid experience bouncing between Lightning and GS,10,10,Very important, but, since we have a new slate of executives, they aren't using it right now. There is just too much on their plate currently, but I know this will be a powerful tool once the dust settles more from the acquisition.,More than 100 people,Increased efficiency in identifying who to call and when
Improved customer NPS. This is especially true with our newly onboarded accounts
Identify upsell opportunities and have generated revenue from these proactive CTAs that help us identify opportunities based on rules we've created
Along with much better, proactive portfolio management, we've seen lifts in renewal rates, ARR, and a reduction in churn. Obviously, it's difficult to pin this down to any one thing we've done, but GS is a big part.,I also use the support site frequently to catch up on features we may not be using, or are under-utilizing. The company blog, along with videos and webinars, are extremely helpful too. I love being able to read from GS company leaders their perspective on how to use certain tools and processes. I also like that those posts tend to be accompanied by relevant resources and plug-and-play downloads. I have recently joined the CS Slack channel, and have enjoyed that so far.,,Not sure. This isn't my area of responsibility or expertise.Kevin Heraly
Unspecified
Gainsight
347 Ratings
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