Reviews (126-150 of 194)
- Gainsight does a great job at getting you access to the data that you care about. As long as it's in Salesforce, or you're willing to implement a data uploading process using one of Gainsight's data integrations, then the sky is really the limit as far as which data should have what impact in Gainsight.
- Gainsight's online community provides exceptional access to the product team, who pay close attention to the posts and conversations there, and give thoughtful and earnest replies.
- Gainsight understands the importance of implementation, given that they live and breathe customer success all day every day. They are dedicated to solving any problems that you encounter, and make sure that you have a positive and productive experience.
- The interface needs improvement -- it has a clunky feel -- but they're in the midst of a redesign.
- Gainsight does one major release a month, and I haven't yet seen an example of bug fixes being pushed outside of this schedule, which can be irritating in those few situations where there is a bug standing in your way. However, they do a great job of reaching out once that bug *is* fixed.
- Our CSMs could use more comprehensive "how to use Gainsight" content. Since we didn't purchase access to a dedicated Customer Success Manager at Gainsight, there's no one to 'invent the wheel' for how our team should be using Gainsight. We're doing a reasonably good job on our own, but more support is always welcome.
- Gainsight is the leading voice in customer success. They facilitate and nurture the community discussion on everything customer success.
- Gainsight's deployment team was incredible in educating and guiding us in the implementation process, when our understanding was very fuzzy about how we wanted to manage our clients. Through working with them, we gained a great deal of insight, and things came into focus. They are still doing it today, providing new ideas on how we enhance our customer success practice.
- Gainsight listens to its customer community, taking input from users and incorporating their ideas into product development.
- Gainsight's dashboard needs improvement. It's limited and not intuitive enough.
- Roll-up reporting also needs enhancement.
Gainsight primarily solves the problems of prioritizing accounts, creating a health score, creating triggers and predicting churn.
- Transparency for the whole company
- Efficient aggregation of information
- Meaningful management of customer success
- Unique business structures can prove to be challenging but the Gainsight team is right there to help you
- Continued improvements are important, it is not a set it once and leave it
- Being able to manage our customers renewals and be alerted of our customer's renewals has been really fantastic.
- NPS surveys, built on lists that we choose how we segment, has been really helpful.
- As a manager, I get great visibility into the turn-around of core job functions of my individual contributors.
- It's really hard to implement if you don't have clean, accessible data already. Even when you do have your data, learning how to configure your own rules in a reliable way is difficult.
- The UI leaves something to be desired, but I saw a preview of their 5.0 UI today and think that'll improve quite a bit in the near future.
- Licensing is a pain because it requires an SFDC admin to set it up, and no one on my team is an SFDC admin - we're left waiting for the help of Sales Ops.
- User interface.
- Dashboard visulaizations.
- Basic report building.
- Be able to do reporting across multiple tables/objects.
- Usage visualization view to see over time. Today this can only be seen when data is copied over to the Native SFDC stack and only visible in the usage graph which is not available in relationships.
- Segmented view based on user credentials.
- Love that it is force.com; easy to grab info from Salesforce and other force.com apps.
- Easy to create reports for dashboards with no report building experience necessary.
- Easy for users to learn and use with minimal training.
- Gainsight is THE leader in the industry.
- We have had a bit of difficulty with data feeds, some self-inflicted, some due to the way data has to be structured to be used for reporting.
- Easy to use UX
- Cockpit is the best thing since sliced bread
- Rules engine
- I just attended the Gainsight roadmap and most of the features Karl talked about are ones I've been waiting for like the updated UX in the cockpit.
- User-friendly: Not very difficult to learn and use.
- Accurate overview of customer accounts across our customer success department. I like the dashboard and NPS views and reports.
- CTAs - there is a lot of room for error because CSMs often forget to checkmark the CTAs once they're finished.
- Slow loading time.
- Notification of Sponsor changes. This informs us if our champion has changed roles or left the organization.
- Utiization increases and decreases - both great reasons to connect and to continue to have a pulse for our customers' usage.
- Provides one place to include details regarding a customer's health score.
- Adoption has been a challenge for our team. I think there is a perceived challenge with implementing the tool and incorporating into our daily use.
- Customer health. Tracking whatever metric you define as a health score is extremely valuable.
- Automated response and 1-to-many. When you have a hundred accounts, you need a hand!
- Maintaining relationships. Awesome tool to know what contacts are interested in what items.
- Persistent notes. There is no real way to automatically log scorecard notes, etc.
- Access to contacts in Salesforce. Currently need to log into Salesforce directly to edit contacts that don't have roles assigned.
- Thought leaders in the field of Customer Success
- Excellent product, with frequent releases, flexibility, and stability.
- Very customer focused Executive Staff
- Our overall time to value was longer than anticipated, largely due to the various data sources we had to get to import into Gainsight.
- Further flexibility in surveying our customers, for additional attributes beyond NPS
- Would be cool to have a canned Net Revenue Retention report that could be added into an Executive dashboard
Gainsight is positioned to be an excellent cornerstone of growing company's Customer Success strategy.
- They are providing a fairly comprehensive and technical analysis tool, which is still accessible through Salesforce.
- The system is highly configurable and lends itself well to the differences in our workflow vs. the workflow of others.
- The system's rules engine is complex and allows for a very fine grained way of looking at, and acting upon, usage data.
- Customer support response time is slow. We'd like to see a more responsive team that is more aligned and engaged with specific customers' needs.
- Documentation is good, but it deviates from the actual product. We understand that it is difficult to keep these things aligned (Because the product changes quickly) but it is important to keep the documentation viable.
- There are disparities in the UI between different modules of the system, and it is often slow to switch contexts between the modules. We'd like to see faster performance and more focus on usability of the UI.
- Customer Success Execution - Managing CTAs (Calls to Actions), Playbooks, and Collaborating around these activities. Absolutely no solution does this better.
- Integrated NPS (and Survey solution).
- Customer 360 View with a holistic view of the customer (usage, scorecards, status of projects, opportunities, churns, key contacts, etc.).
- Sponsor Tracking - when a champion or exec sponsor changes their Linkedin job title, company, or location, you automatically get a trigger.
- Great Customer Success processes, they practice what they preach. They are thought leaders in this space.
- Improved workflow in the 360 View (ability to edit fields).
- Ability to save filters in reports & dashboards (coming in the future).
- Faster UI (limited by Force platform).
- Reports are insightful and easy to digest
- Standardization across multiple global teams thus helping align the business
- Net promoter score (NPS) survey mechanism which helps shed light on customers' opinions and feedback
- Integration with Salesforce at the Field Level - it is not always easy to see/update Salesforce data from Gainsight
- Performance could be improved
- Aggregate data; it's easy to ignore this point, but for a small but swiftly growing company, it is very easy to begin to clutter and customize an SFDC instance to try to meet everyone's needs and asks. Gainsight removes this temptation and allows us to pull the date from where it lives and consume it via the slick Gainsight UI.
- Automation; the biggest add here is automating the frequency of customer interaction so that we as an organization can ensure consistency in approach and touch regardless of any variation in individual strengths amongst our team members.
- Reports 2.0; we're just scratching the surface here, but this utility picks up where SFDC reports end and fills in a lot of gaps that we've struggled with in leveraging the available date into meaningful reports and dashboards.
- None - with a little guidance, the tool is very straightforward to set up and administer. Furthermore, our users love it.
- Allows you to gain new insight into customer behaviours and patterns to help identify healthy accounts vs. accounts at risk.
- Allows you to combine data from multiple data sources and presents this in one place which makes it easy for CSMs to prepare for customer meetings.
- Through the use of Gainsight's rules engine, you can monitor all your customers on a regular basis automatically. In other words, you have a tool / rule which combs through the data for you.
- Gainsight does not help analyse the data, but rather helps to present it. There could be some improvements made on the analytics side - as any analytics will require input / logic from the end user.
I can see this tool being of great value if an organisation does not want to develop their own programmes / customize Salesforce to do the same. This is an out-of-the box offering which you can tailor to your organisational needs.
- Allows for our company to tier our accounts based on specific measures that we set.
- We can track individual CSM goals and monthly/quarterly numbers.
- Keeps data organized and very navigational.
- Very hard to find past notes on old cta's.
Gainsight Scorecard Summary
Feature Scorecard Summary
Gainsight says they enable business transformation through their passionate community, proven expertise, and cutting edge technology. In addition to the largest customer success community, the vendor says they also have a diverse, 333+ customer base spanning across Fortune 1000 companies such as HP, Cisco and Adobe and growth businesses like Box and Shopify.
Via their community and customers, Gainsight says they have developed deep expertise around customer success best practices which are embedded into the product. Additionally, the vendor says 50% of their company headcount is dedicated to R&D, and that their platform can serve business needs across various customer segments. The vendor’s value proposition is that their product innovations are consistently first to market and built to scale from day one.
Gainsight says their customers see an average of 4% higher retention and 20% faster growth than their peers.
Gainsight Customer Size Distribution
|Small Businesses (1-50 employees)||10%|
|Mid-Size Companies (51-500 employees)||60%|
|Enterprises (> 500 employees)||30%|
Gainsight Technical Details
|Mobile Application:||Apple iOS, Android|