Gainsight Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

We 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.

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

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

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

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

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!

We 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 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.

Gainsight is used as our Customer Success Management tool.

We use Gainsight to manage our customer relationships and our customer's lifecycle post-sale up to and through renewal.

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

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

Gainsight 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.

Gainsight 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.

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

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