TrustRadius
https://media.trustradius.com/product-logos/T3/KI/JVECOPT0CJWO.PNGGainsightA premier option among CS tools2019-09-06T16:16:52.789ZWe 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.,The layout is intuitive and easy to customize what data you want to display.
Easy to assign different plays as needed.
Insights can be gained at a glance by outside users within the organization.,Very customizable but it takes a long time to configure things to a useable level for us.
The email automation has to be connected to particular playbooks which limits how much we can use it.
Movement within the app is a little slower than I would like.,8,10,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.,We focus on the traditional metrics of ARR/MRR retention and expansion.
We also focus on the success and growth of recently signed accounts at 30/60/90/120 days.
We also want to measure the efficiency of CS processes to improve scalability.,ClientSuccess,I have integrated Gainsight with Salesforce, Slack, Gmail, and SurveyMonkey. They have a great suite of integration options which 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 really creates efficiency.Mike HilverdaA Must Have for any Customer Success Organization (and more)2019-08-24T19:23:21.768ZGainsight 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.,Ease of note-taking/activity updates for customers; being able to assign action items directly within the platform.
Surveys with in-box NPS features. Surveys are very easy to create and choose contact lists from, and very straight-forward to configure.
Configurability by an administrator to make Gainsight beneficial not just to a CS organization, but for cross-functional players as well.,Connectors between Gainsight and s3 can be a little iffy sometimes and cause false ingest failures.
More configuration for alerts when CTA's get triggered. It could be more in-depth for specific CTA Types/Reason codes etc.,9,10,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.,Increasing NPS. Our NPS score in the past year has increased exponentially, and Gainsight has made that possible with their Journey Orchestration feature.
Identify churn risk customers via automated rules and CSM task creation. This allows us to also forecast churn on a monthly basis, which helps give executives an idea of where our touch clients are headed.
Helps us with customer success qualified leads (CSQL) creation, which then in turn automatically creates an opportunity for the account manager. Seamless integration (with some quirks) has made this process fluid.,We push all our usage data into Gainsight using amazon s3 connector. It is pushed on a 2-hour interval basis, and from that we currently aggregate the data within Gainsight. In a perfect world, we would like to have it be calculated outside of Gainsight for the data to be identical across the board. We also push our health score data into redshift, which is then reported on in other BI tools we use. It is a key element in our workflow because this is the data that we base all our automated CTA's from. Without this, it would be very hard to receive notifications about usage data regarding our customers.Ibrahim IjazUse your Brainsight, get Gainsight2017-05-16T19:56:53.441ZGainsight 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 visibilityManage the tasks and workload of the CSMs day-to-day through the use of a mix of automated and manual triggers for Calls to ActionProvide 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 dayThat mandate has also expanded much further to include various reports and insights as well as automating tasks and emails using Journey Orchestrator.,Gainsight is massively flexible and can be configured to do almost anything with the Rules Engine and being built on the Salesforce platform.
The team at Gainsight is amazing, super helpful and will always make time to help improve and achieve the goals of the implementation.
The community, documentation and support are all quite mature and provide a lot of resources to understand a complex system with many features.,Along with the flexibility, the complexity of implementing and thus the learning curve is quite high.
Some Admin functions could be made more user-friendly with some simple UI tweaks, for example changing 'Subtract N+7 days' to 'In the last week'.
Could also use more consistency across the UI, for example sometimes you hit 'Save', other times you just close the window etc.,9,8,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.,11 to 25 people,It is still early but we are definitely seeing an increase in our proactive outreaches
Our automation goals will definitely help reduce repetitive tasks for the CSMs
The health score has given us greater cross-departmental visibility and the power to manage escalations as well as identify advocates,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!,Totango and Amity,Gainsight integrates with various tools at our organization including Salesforce, Outlook / email, Zendesk, as well as pulling custom usage data from our SaaS platform. We have started integrating the new Gainsight Px tool as well although that is still early in the process. Our next initiative is integrating Account management more tightly with Gainsight including creating Opportunities.Sacha LaskowThe 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 PhelpsA powerful tool to build a CS division2019-08-15T02:25:16.891ZGainsight is used as our Customer Success Management tool.,CS Management dashboards.
Customer lifecycle.
Customer health.,Slow load times.
It takes a large number of clicks to get into the main work screens.,8,7,This is an important source of information for executives when preparing for customer calls and meetings.,It's boosted employee efficiency.
Improved customer lifecycle visibility.
We better understand customer health.,Salesforce.Lindsey SchellGreat 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 GillensEnd user review of Gainsight2019-09-25T16:27:25.162ZGainsight 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.,Charting/graphing/reporting - lots of options to create visualizations.
Report Builder function - again, many options to choose from, relatively easy to use and quick to see output.
Logical and pleasing UI - easy to follow and find what you're looking for.,Playbook creation from template was a bit complicated and not easy to understand - more robust capability and better documentation of the feature would be useful.,8,7,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.,Focus customer engagement efforts on highlighting the relevant features of a product to increase retention.
Support ongoing satisfaction with the current products customers have in order to facilitate expansion in the future.
Increase efficiency by focusing Customer Success Manager efforts towards customers whose engagement is lower.,Salesforce account data and product telemetry data are connected to Gainsight.
The amount of data being used for Gainsight is such that data updates can only be made weekly due to volume and processing time, as well as metric and health score calculation and validation efforts.Verified UserGain efficiency with Gainsight2019-08-19T22:57:49.405ZGainsight 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.,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.,Reporting is good, but remains confusing and requires an admin to really navigate instead of end users being able to use
Sharing: getting other teams access to the C360 page has been difficult without a full license.
Journey Orchestrator can handle most emails, but the HTML functionality could be easier to navigate.,9,10,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.,NPS has increased over 5 points since using Gainsight.
We have increased our emails campaigns and customer communication read rate through Gainsight via better more targeted emails.
The book that CSMs manage has more than doubled in using Gainsight and the CTAs,Totango,Salesforce is the main data source we connect to. We have almost all of the Information in Gainsight in Salesforce. We are just building out a connection with Zendesk and Domo.Verified UserNumber 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 UserNot sure how we managed accounts without Gainsight2019-08-24T13:59:30.850ZWe 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.,Timeline - love that you can see all of the activities that happen on an account in sequence. This has been extremely helpful as we onboard new folks into new portfolios.
CTAs - when dealing with clients there are so many things you need to track or deliver upon. When we were able to get our teams to fully utilize CTAs and Cockpit. It has changed how they manage their accounts for the better.
Success Plans - in full transparency we're not using these currently but we're about to start. We plan to use these internally as account plans and then also externally with our clients (joint strategic plans).,Onboarding - since we were an early adopter we weren't properly on-boarded because they hadn't built out a process. This is no longer a con because I've heard from other colleagues who have implemented Gainsight somewhere else and they were properly on-boarded.
They're growing so fast that people are moving all over the place. We feel like we've had to help train their team on our implementation and our overall needs.
More frequent engagement with our account team.,8,7,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.,Improve retention - we've definitely seen this within our mid-market and scale portfolio.
System of record - this is our point of truth for our clients and vitally important to our business.
Increase NPS - clients no longer fall through the cracks. With their automated outreach and oversight into our client engagements, we no longer feel like we've missed a client.,1) Platform usage data
2) Client ROI metrics
3) NPS surveysVerified UserGainsight made my job so much easier.2017-08-16T20:53:23.609ZGainsight 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.,Allowing for customized 'calls to action'
Providing a lot of information about clients in one shared online platform
Sitting on top of Salesforce so that all of the data can be seamlessly transfered,More differentiation between 'calls to action' and timeline entries
More options for fields in the subscription info
Doesn't provide visibility to Salesforce users so there is a disconnect with the sales team,9,7,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.,Boost employee efficiency
Become more scalable - able to grow as a team because of standardized platform
Increase quality of work because of automated reminders and built in playbooks,,We connect Gainsight with our own internal data sources as well as Zendesk and intercom. It is very helpful to have everything in one place so that we can understand customer health from a holistic view. It is still necessary at times to go out to the other platforms for more information, however, Gainsight is always the place I go first.,40,5,Customer Success Manager task management
Customer Success Manager account overview
Manager visibility of Customer Success Managers,We have created an integration dashboard so we can see what customers are using each integration
We have built out EBR dashboards so we can easily create EBR decks from Gainsight
We have integrated various tools such as delighted and intercom to pull data,I hope we will be able to use the Gainsight app on the go
I hope we are able to make our CTAs more relevant and timely
I hope we are able to provide visibility to our sales team so they can also access our notes,7,Slack, Zendesk, Intercom,NoVerified 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 UserTimeline Lifeline2019-08-16T21:36:00.991ZWe 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.,Effective communication logging through the Timeline feature has drastically changed our visibility into engagement activities and cross-collaboration among teams.
Success Plans have helped us have laser focus action plans and tracking for implementation of onboarding needs.
Pro-active data-driven CTAs for Customer Success Managers enable the team to get in front of potential risk and help turn things around before it's too late.,Reports and dashboards could be made more robust, I often feel stuck with the current layout and design options.
Formatting of text in emails or input fields is a bit clunky and often times gets out of whack requiring additional time to correct.,9,9,Improve retention.
Boost employee efficiency.
Improve internal cross-collaboration by having more detailed visibility into accounts.Verified UserBest product for CS, with room to improve.2019-08-16T21:31:54.937ZGainsight 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.,Quickly deliver mid-level client insights.
Generate tasks for users based on client events.,More customization on a user-by-user level.
Easier tools for building reports.
More reliable rules engines means reports are less likely to fail.,9,9,Our executives need high visibility. As of now, more than Gainsight can offer.,Maintained first-year client retention while scaling our 1st-year client number by 100%.
Improved employee efficiency.
Improved client data and insight.,,Marketo, Salesforce, and our internal data feed.Verified UserGainsight is Gold2019-08-15T01:48:07.249ZGainsight 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.,Admins can create reports easier in Gainsight than they can in SFDC -- the ability to spin up ad-hoc reports is critical, and the ability to do this easily is wonderful.
My Customer Outcomes Manager at Gainsight is incredibly reliable, and responds promptly.
The features that Gainsight focuses on releasing/creating bring value, and resonate well with CS teams.,Though it can do a lot, sometimes the execution of something is extremely technical and requires a lot of steps-- thank goodness for my COM!
More help articles would not hurt.,9,9,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.,By building a detailed Health Score, CSMs have been able to see where improvements can be made within their customer base. Since doing so, the overall customer health score has improved by 5 points within one quarter.
CSMs are encouraged to log "Customer Highlights" on the Timeline. These logs are then shared with Customer Marketing to create a bank of potential case studies, customer quotes, etc.
With the help of the Report Builder and Dashboards, CSMs have a clear view into how they should be prioritizing their day, whether that means looking at the Renewals Dash to see what upcoming renewals are in risky stages, or diving into the health score report to see who is in the red.,ChurnZero,SFDC is our primary source of data into Gainsight. We do push data to SFDC and use some of those data points in Pendo.Verified UserGainsight & Salesforce go hand and hand!2019-08-14T19:47:47.879ZGainsight 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 SpecialistsRisk identification & managementCustomer marketingLifecycle managementReduced time to onboard new staffReduced time to first value,Customer source of truth: the C360 view of the customer is unparalleled. It gives our CSMs a true view of everything going on with the account in one place. Getting ready for client meetings is much easier when there's only one place you need to look!
Salesforce Integration: if you're using SFDC as your CRM, Gainsight is a no brainer! Our sales organization has a quick view of what's going on with the customer in the widget and on the other end, our CSMs have a view of what's going on in terms of expansions via opportunity records surfaced in the C360.
Information Surfacing: Gainsight is great at surfacing the information you need in a JIT fashion via CTAs & linked objects.,Zendesk Integration: Zendesk integration is extremely rigid and hard to customize. We have struggled to properly surface our customer support tickets in Gainsight.
Release communications: I've been caught off guard by pages totally redone with no warning and no explanation of the new workflows of those pages (particularly in Administration).,9,6,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.,Reduced 'real' onboarding time by approximately a week (playbooks go a long way in guiding our new CSMs!),Totango and ChurnZero,Zendesk: we have a preliminary connection to Zendesk but it's not as robust as we would like it to be (the scope it works for is very limited in our organization). In the cases it does work, it helps our CSMs identify when they need to get involved in support tickets.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 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 RiegelGainsight 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 GonzalezOne 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-Lawrence
Unspecified
Gainsight
361 Ratings
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