Reviews (151-175 of 197)
- 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.
- Native Salesforce app! If it's not in Salesforce, it doesn't exist!
- Thought leader in Customer Success.
- Powerful feature set.
- Implementation: Gainsight has a large team and sometimes it seems like you have to speak with 2-3 people to get an answer.
- Ease of use: Gainsight could be more intuitive.
- Provides one interface to leverage information from various systems, such as Salesforce, Zendesk, and our product usage data.
- Automates the workflow for our Customer Success Team.
- Allows us to create customized Calls To Action, reports, dashboards, etc. to meet the needs of all teams who are utilizing it.
- While Gainsight is quite intuitive for the end user, it can be challenging from an administrator perspective.
- We have had some challenges with our product usage data. Gainsight support has been wonderful to work with in trying to resolve the issue, but this has been an ongoing challenge.
- Great Customer Support
- Easy to Use UI
- Great Training Materials
- Simple to Understand Data
- Cockpit CTA tracking
- NPS visibility
- 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!)
- Sponsor Tracking - This is my favorite feature and keeps me in tune with organizational changes with my customers.
- NPS Surveys - This is vital for our support team.
- Customer Health - This is configurable to meet what measures health to us.
- Speed - Gainsight panels and data take a while to load.
- CTA based emails - Would love to be able to link CTAs to CoPilot to trigger emails or auto generate email lists based upon cta criteria such as usage drops or select user actions.
- Auto-trigger reminders for CSMs.
- Organize data in a visually pleasing way that is also easy to digest.
- Brings items to light that were previously slipping through the cracks.
- UI is not great, especially for admins.
- Doing anything at a relationship level is horrendous. We avoid it at all costs as it normally requires us to do everything 15 times to get the same result as doing it once at the account level.
- The bionic rules in Gainsight allow us to overcome the separation between Salesforce objects. I don't have to worry about not being able to access both billing and contact data for our customers at the same time anymore.
- The automated email feature, known as Copilot, has saved us hundreds if not thousands of hours of work. All of our clients receive specific emails, and we can easily set up which email goes to which client then essentially forget about it.
- The C360 page lets us access almost any data we need about a client. We can customize what is shown and how the data is organized so our CSM's can quickly see the most important information about our specific clients.
- The Usage object within Gainsight could use a bit of TLC. We love the data it shows and the potential it has to become a major resource in knowing our customers, but the UI can be a bit clunky at times. The graphs aren't always the most readable or intuitive.
- The automated emails can only be triggered once a day. We can't send an email within a certain amount of time of an event happening within an account. We also can't easily schedule the same email to trigger multiple times in one day.
- Health scores are at a good starting point, but we could use a couple more improvements. The first would be to have more options of splitting score categories up into smaller scores (e.g. overall score - usage score - indiv. feature score). We also can't set a weight to diminish over time (e.g. the sales score will always affect the overall score the same amount even after two years)
- Customer Tracking is accurate and easy to read!
- They have a fantastic and helpful team. They are responsive and knowledgeable. You will never be left out in the cold.
- Easy to set up (at least in comparison to other internal tech we've used).
- These are all knit picks, loading can be slowish, but I would say that is industry wide. There's a lot of data to sort through.
- There has been syncing issues in the past with Salesforce (But I would assume that it is partly SF's fault).
- Workflow: Calls to actions and their rules engine allows us to build a lot of repeatable workflows. We can now trigger easily trigger workflows based on events and time.
- Single source of info: Our CSMs now can go to one screen to see their to-do's, customer info and product usage data.
- Charting: Their charting/reporting capabilities are pretty solid. It's no Tableau, but it covers most of the use cases of what a CSM needs to do their day-to-day work.
- Their self-help resources isn't very good at all. Their KB is out of date (old screenshots and inaccurate information).
- Their onboarding process is pretty bad too. The onboarding manager we got was excellent. She went above and beyond to help get us up and running. The collateral, process and tools that she has to work with are pretty poor though. I feel for her.
- Change management is pretty weak. The way they roll out new features make life very difficult for us. They'd deprecate features before the new features are ready for our workflows. Documentation and help materials for the new materials are not well done either.
- 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.
- Provide a single place to visualize customer health/risk on an individual and macro basis.
- Provide a single place for CSMs to track work.
- Provide an effective executive dashboard for head of Success.
- Adoption has been rough at times due to over-complicated CTAs. The onboarding provided little guidance in that area.
- Sponsor Tracking is very buggy.
- Success Plans do not allow for effective measurement of progress.
- Admin interface is pretty clunky.
- Well suited if you have a fairly mature CS org and strong change management.
- Not well suited if you are still figuring things out in terms of basic CS process.
- Well suited for customers who are willing to spend enough on services for a sound implementation.
- Not well suited for customers who want to onboard themselves using nothing but online resources.
Our CSM team leaders use GS as well for dashboards where they monitor CSM activity, and will soon have their own flow of managers' CTA with alerts, tasks, and more.
GS helps us with the following:
- Measuring KPIs for our CSMs
- Scalability of our department and processes, creating standards and benchmarks for our department and the organization.
- Customer Service - weekly calls with our CSM, prompt support responses, email availability by our CSM at GS.
- Building flows in the form of CTAs and incorporation of elements from other systems.
- Ability to store data and create trends.
- Reporting - it has all the data, but the report builder section isn't so strong
- "One to Many" linkage isn't supported
- Some missing basic function like: creating mandatory fields in CTAs, permission levels amongst users (one user can switch into another user's cockpit).
1. "Customers Tab" - most used by our CSMs. It's an interactive list of all their account, which is very helpful.
2. Rules Engine - allows to record data to create trends
3. Rules Engine - can be used for risks and alerts
1. It can't accommodate lifecycle or retention teams yet. They need to be able to set up Salesforce opportunities
I wish I had more time.
I know that our SF Admin that is in charge of GS also managed to find valuable information in the community posts.
I really hope to visit "Pulse" in the future!
- Dashboard provides a snapshot of key client metrics in one view.
- Calls to Action (CTAs) allow us to track and measure client engagement across our entire client portfolio and quickly identify clients who may need attention.
- Integration with SalesForce (SF) is key as SF is used throughout our organization.
- We have been able to create CTAs that allow us to engage with clients at key times in their lifecycle such as prior to a software upgrade to determine their readiness. This has allowed us to better schedule our resources and prevent projects from being canceled at the last minute.
- Flexibility around reporting.
- Challenge with tracking CTAs based on due date versus closed date.
- Not always intuitive so have to carefully manage how team is closing CTAs.
- Our customer outcome manager is amazing and he ensures we are strategically lined up to meet our goals.
- Solutions architects are very knowledgeable and patient while working through the configuration.
- Gainsight is a leader at promoting customer success.
- We have been a customer for less than a year but pricing has changed multiple time during pre-sales, actual sale and now renewal making it more difficult to get the funding. I understand as a fairly new company there will be changes but hopefully not many more.
- Gainsight is a great tool but I think there is room for improvement in the Admin U/I that could improve the configuring and testing time. Example: Email templates can be time-consuming to create and test. The text editor is somewhat limited and keeping consistent font has been a problem - often with tags. The test emails from the Email Template interface do not look the same as the live sent emails from Email Assist or CoPilot Outreaches.
- It's great at holding CSMs accountable.
- It is great at holding sales people accountable.
- Great at tracking the success of our customers.
- Implementation was too long, would have liked a more boot camp like training process.
- The software is not intuitive to someone with little to no experience in programming.
- It would be great to have an ongoing contact at Gainsight past implementation to help with rule writing and provide details about updates that were rolled out so that you can have a better understanding of how the updates fit into your organization.
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|