- Cockpit CTA tracking
- NPS visibility
Reviews (151-175 of 176)
- NPS Score - Makes it very easy to see health of an account at a glance.
- Chatter Feed - Allows for a centralized way to keep up with all accounts you follow.
- It can be difficult to find what you're looking for within the Gainsight UI initially. It's not the most intuitive product I've ever used.
The most important question for any company looking to implement Gainsight revolves around the data. We had issues with our data prior to implementing Gainsight, we needed to resolve these issues prior to implementing Gainsight or the issues would have been magnified.
I highly recommend the Success Express fast track session that Gainsight offers each month for new customers. This is the best way to understand how to map your business requirements to Gainsight's features/functions.
- Workflow management with CTAs (Calls To Action) these are activities that can be created automatically to address required tasks needed to ensure a customer is successful.
- Playbooks. These allow CTAs to be grouped into meaningful and actionable events.
- Customer 360. Allows you to take a very complete snapshot of your customer in order to streamline your research and quickly assess the health of your customer.
- Scorecards. Immediate view of the health of the customer based upon various offerings.
- Easy way to capture additional information on customer engagements. Notes can be written for CTAs but become very difficult to go back and review once the CTA is completed.
Do you currently use Salesforce?
Are you looking to drive consistency in your workflow and have a need to scale?
- Scorecard is excellent at providing Customer Success Managers (CSMs) the ability to see the health of their customers at any time. By adding in a mix of different behaviors (activity touches, adoption, gut check, survey results, etc.), CSM's identify where we need to do more work to be successful with a client.
- Actions are outstanding at informing us of inactivity or dissatisfaction whether it be lack of engagement with our app for a period of time, lack of engagement on our part for a period of time, or reminders to schedule executive business reviews.
- The ability to send out Net Promoter Score (NPS) surveys from Gainsight's application, have it tracked, and then actions built off of the results allow us to promptly reach out to detractors and, in turn, resolve concerns and objectives that may exist.
- These guys are becoming THE experts in the Customer Success field....if not there already. Their Pulse conference is a must attend event.
- As an early adopter of Gainsight, code had to be written for some of our needs...sometimes this code can break. With that said, much of Gainsight has built since we came on does not require as much code (or perhaps no code) to be written. The important thing here is that their support (whether it be their CSM, Implementation Manager, Support department, or even their Chief Customer Officer) is quick to respond and remedy in a timely manner.
- Gainsight is a must-use resource for folks in the trenches (e.g. Customer Success Managers, Account Managers, etc.), however I would like to see additional functionality built out for someone who manages these folks.
- CTA's and workflow is much appreciated functionality.
- Customer 360 views and dashboards.
- CSM practitioner tracking
- Change management of business rules.
- More customization options on scorecards and dashboards
- Unifies disparate data sources and provides a complete, comprehensive view of the customer from the Customer360 dashboard.
- Allows for easily consumable, actionable data that drives improved retention and upsell/cross-sell.
- Provides a tool and partner to use DATA to drive insights and decisioning.
- Good Data in = Good Data out. Ensuring that your company has clear and accurate data will drive a much better experience with Gainsight.
- Make sure that when you implement, you have all stakeholders in the room, specifically the technical contacts, CRM admins etc
- Make sure you develop process and policies for dealing with a new great tool that you are implementing.
- Gainsight can improve their activity and management reporting abilities. (Update 1/2/14- Gainsight is rolling out new reporting and a new Scorecard concept that should be great!)
- Alerts work great to get amazing insight into how your clients are using your product.
- Scorecards are great to keep track of your clients health, and your impression of client health.
- Alerts need some updating, particularly around merging like-alerts together.
- Implementation takes way too long.
- Their Pulse conference provides great information, while making it fun and allowing for time to network with peers.
- The flexibility of the platform can make it a bit overwhelming at first, but as you learn more, the flexibility allows for customization to fit many different orgs.
- The people at Gainsight are very helpful during the implementation process, and help hold you accountable to the goals that have been set during the sales process.
- The support documentation is lacking in real-world examples, with enough data to help direct the user to the data in their own environment. It is sometimes very simplified and unhelpful.
- The rules engine could use a little more simplicity for simple tasks, while still offering full functionality in another section/pane/option expansion.
- We were not offered a demo of the product and when we inquired about that possibility, after we had purchased, we were told that requirement on our side would have needed to be addressed before the purchase. We are heavy Salesforce users and have many custom fields and workflows, that made this a bit concerning. Thankfully, we didn't run into any issues in the four months we have had the product.
- Being a leader in the CS space by innovating and bringing best practices to their customers allows groups like us not to have to be experts in CS but rather domain experts which we're best at. The help we have gotten in training and talking with execs at GS has helped how we think about our org.
- The onboarding presentations and homework were effective in making the implementation workshop, Gaisight Express very useful.
- Flexibility in rules engine.
- Training materials and guidance to roll out to users of gainsight not just the admins.
- More intuitive user design - some functions were hidden or not described in the tool but rather in the documentation leaving few folks really understanding what it does (like relationships or insights tabs).
- Call to Actions-- Able to create follow up items and tasks to keep you on track and remind you to stay on task with your customer.
- Being able to view your book of businesses by Rep or Business. Gives highlevel insights on a dashboard.
- Reporting is not as strong as SFDC.
- Must have licenses for each user.
- There are sometimes latency issues as it loads.
- Gainsight has a great user interface. It is easy to navigate and is very intuitive.
- Gainsight is a customer success tool made by CSMs for CSMs. The tools and workflow it offers are very much inline with what a customer success manager needs for their day to day life.
- Gainsight's cockpit is a great tool for CSMs to stay on track of their every day tasks. It give managers visibility into what their CSMs are doing on a regular basis.
- Creating tasks and switching dates in cockpit can be difficult.
- The customer's dashboard should be customizable for the individual CSM.
- Scorecards are a great way to assess the health of any given customer at any time.
- Success plans allow for CSMs to pick up accounts when being handed-off easily.
- Co-Pilot makes keeping up with customers automated and frees up CSMs' time throughout the day.
- Looking forward to being able to edit Event types after creating CTAs.
- Customer service/onboarding.
- Data visualization.
- Size of the company - they're still getting started, even though they're the market leader.
- SOC-2 compliance - they're not completely certified yet (though they're working on it now).
- Customer health score cards are nice and easy to track
- NPS surveys
- Task and call-to-action analysis acts as a reminder and helps intervene in the life cycle of a customer
- There isn't a quick save feature for most commonly used filters
- Some of the usability can certainly be improved
- Hard to implement if you don't have clean, accessible data
- There are a few bugs and page load speed becomes an issue sometimes
- The UI could use improvement
- Their design and concept of play books is very good.
- It is easy to implement and configure.
- Multiple scorecard functionality is important (I believe it is close to being released if not already).
- There are still some data ingestion and transformation challenges, so continuing to improve ease of use would be good.
- Identifying issues, such as drops in usage, before they are obvious. This allows us to address any potential risks before they have a chance to have a lasting negative effect on the relationship.
- Standardizing how we respond to common issues, and allowing new employees to ramp up more quickly. By using the playbooks we are able to standardize how we fix common problems and ensure that the best practices are used by everyone... even new employees.
- Ensuring that repeated tasks, such as quarterly business reviews (QBR), happen on time for clients based on things like their Customer Tier. We have the ability to automate the CTA's to kick off every three months for tier one clients so that we never miss another QBR.
- The implementation process has been much longer and more complicated than initially expected.
- We aren't able to customize some features as much as we need (e.g. you can't set smart sign scores for different client types)
- Would be good to be able to set CTAs based off of a scorecard, so if a score goes stale, or if a score drops a CTA is automatically kicked off. Currently there is no way to do that.
- Cockpit - Call To Actions - proactive consistent ways to measure CSMs and handle customers
- Customer Scoring - health score for every customer.
- 360 [degree view] - in one or two minutes, all the pertinent information on a customer can be consumed (in one place).
- Parent / Child relationships within an account - One account may have many "deals" or "opportunities" being worked by different CSMs.
- Data Analysis / Tools to prove the health measures being collected/used are truely a direct correlation to churn.
The product is mainly used by our enterprise account management, and customer success teams.
- NPS surveys: Previously we were using the Salesforce survey tool, and had to manually send out the email each month through Marketo, then create separate Salesforce reports for feedback. With Gainsight, we're able to set an automated email to send to customers at the right time, and collect a rolling score that is easy to report out to the team.
- Customer Success Strategy: As the leader in this industry, Gainsight has done a great job of educating customers and non-customers alike on best practices for CS teams.
- Copilot: We recently sent out our first copilot email in an attempt to increase adoption of one of our newest features. We had an amazing response, and we're looking forward to setting up more emails that will automatically send to customers based on their individual usage of our product.
- CTAs for Enterprise: Our account management team is able to receive alerts when customers need some help from us to stay healthy. The team is loving how easy it is to get alerts, and our customers love that we're so much more attentive to their usage and needs.
- Duplicate email addresses: This is largely due to our data issues - we have multiple contacts across accounts with the same email address. This results in some accounts receiving duplicate emails for each account their associated with. Although we have only been with Gainsight for a few months, they've done a great job with taking our feedback and finding workarounds. For this particular issue, they've already built a fix in their system, and we're just waiting for it to be released in December.
- Health Scoring.
- Nice dashboards.
- The dates on CTAs are completely off and really hard to use.
- When creating a CTA you should be able to apply a playbook at the same time, not in another step.
- When creating reports in Reports 2.0, often the save function does not work well and the software is very buggy in general.
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.
Based on a per user/per month model.
Gainsight Customer Size Distribution
|Small Businesses (1-50 employees)||10%|
|Mid-Size Companies (51-500 employees)||60%|
|Enterprises (> 500 employees)||30%|
Gainsight Support Options
|Free Version||Paid Version|
|Video Tutorials / Webinar|
Gainsight Technical Details
|Mobile Application:||Apple iOS, Android|