Reviews (51-75 of 176)
- Customer 360 when properly provided with accurate data is a huge window into the account when executives hear something about the account and they can just login to see.
- Timeline feature is great.
- We are very excited to use automated CTAs so that our CSMs now can deal with what needs to be done now versus looking for what needs to be done now.
- Documentation on Support is outdated.
- It would be good to have more best practices published in vault and community. Too many times we are having to engage our COM when we would like to be self-serve.
- Great for collecting information from multiple data sources
- Excels at being able to poll up information throughout an account hierarchy
- Lets all users know what is going on within an account at any given time
- No native SFTP integration
- Might be easier some times to simply code a solution rather than use the UI
- Needs more integration of scorecard fact tables
- Flexibility in constructing Customer Health Scores: from data sources, to rule-building and score weighting, etc.
- Providing structure for the Customer Success team to track day-to-day activities: both system-prompted based on data, and manually-created.
- Simple high-level reporting for management and executives.
- Robust community of users sharing best practices, ideas and collectively solving problems.
- We need to better capture what individual stakeholders at a company care about so we can manage to that. Gainsight doesn't currently provide a way to track specific goals for individual contacts, but all goals/objectives are at the company level.
- Gainsight doesn't provide an easy way to share dashboards/reports with executives and leadership via email.
- The implementation was a little rocky. The Success Express workshop wasn't structured in a way to allow us to get maximum benefit, and our Project Manager throughout implementation often struggled to find solutions and ideas for us.
Gainsight is not well suited for cases where customer data is lacking or particularly dirty, or for very small teams without administrative support.
- Gainsight excels at building an effective framework for the CSM to more efficiently interact with clients. We were able to significantly increase the number of clients per CSM with the help of the platform.
- Gainsight helps to produce meaningful datasets that the Administrators can use to create dashboards for the business and for individual users to plan their days at a glance.
- Gainsight provides an incredible automation platform to manage and move data around in the Salesforce instance, to build meaningful automated task assignment, merge and pivot complex datasets, and build out meaningful client metrics.
- Gainsight's Rules Engine grows more powerful and capable over time but has become more complex and unintuitive to use.
- The mass communications platform has become our primary choice due to the native Salesforce functionality it offers, but survey functionality still has room to grow to allow for better forking of questions and translation of UI options, which would improve ease of use.
- Gainsight has much room for improvement in the area of consulting meaningfully with clients on best implementations in given industries and sectors. They could do a better job by focusing on bucketing customers and thoughtfully designing industry-specific approaches rather than providing a very basic setup and letting clients struggle to build an effective platform from there.
- Uses Salesforce effectively and correctly
- Understands what client metrics best affect renewals
- Has built an integration to aggregate that data and push it to Salesforce or another data platform already and correlate it with Salesforce records
If your contact records are not clean or attached to your customers correctly in Salesforce, its mass communications tools will be less effective.
- Gainsight provides the availability of bringing in product usage data so that we can use that data to trigger actions such a touch points and follow ups between us and the client.
- Gainsight provides to ability to create a scorecard for client health. This incorporates the data we have coming in from our product as well as data we already have within Salesforce and use this to provide a grade for specific measures that all add up to an overall client health score. This functionality has had a large impact for our organization.
- Gainsight has great customer support. When you are with Gainsight you have the chance to have a Client Success Manager as well as a dedicated Support Representative. This is awesome because your Client Success Manager helps you with the bigger pictures and addressing the business problems you want solved and your dedicated support rep helps you along the road with any technical support you need (which they learn about what you do and the way you use the system so over time they are even better at helping answer your unique questions).
- Gainsight is always releasing great updates and new product features. When updates and features do come out you can tell that they are thought through but sometimes wish they were a little more robust. It is understood that it does take time for these features to become more robust and Gainsight is really great on listening to customer feedback so needs are typically met at some point.
- We have proactive insights into each of our customers accounts, for example when there are new enablement projects starting/finishing we are notified by Call To Actions (CTAs). A CTA can help our department to stay in front of any issues/changes the customer is facing.
- Another major feature is the ability to pull reports from that data flow between our customers and their trading partners. Our CSM team can use these insights and reports to provide powerful business impacting views into what is working for our customers and what areas can be improved.
- The final main feature of Gainsight is the ability to keep a log of all the interactions that happen between our customers and the CSM department, by updating the timeline we are able to understand what has happened with the customer as accounts change between CSMs.
- I would recommend that there are more ways for Gainsight to capture the communication between the CSM and our customers. Currently we have to manually track the communication and as a result things do get missed or are not deemed as "important". If we have an easy way to log a call, email, or presentation it would improve our teams insight into the customer journey.
- I think it would be great to have the communication within Gainsight to be visible to other departments that only use Salesforce. This would give our company more transparency between the departments and one central area of information.
- I would like to have an ability to work completely out of Gainsight and not have to jump back and forth into Salesforce. So if a case is updated it would be great to open that case in Gainsight and then if I need to send a message to the analyst I can do so with Gainsight.
Another major feature is the ability to pull reports from that data flow between our customers and their trading partners. Our CSM team can use these insights and reports to provide powerful business impacting views into what is working for our customers and what areas can be improved.
The final main feature of Gainsight is the ability to keep a log of all the interactions that happen between our customers and the CSM department, by updating the timeline we are able to understand what has happened with the customer as accounts change between CSMs.
- Automated process management: We continually refine our Gainsight Rules Engine, Success Plans and Playbooks. Having plans of action ready to auto-assign to the right resources when the situation arises is a HUGE time saver and provides consistency.
- Customer Support: The support team at Gainsight is always friendly, responsive and have resolved any questions or issues in good time. The only time that an issue wasn't resolved quickly, it was highly complex and fairly unique to our environment. Support still remembered to keep us updated and kept at the problem with devs until all was fixed.
- Reporting: I'm a big fan of dashboards and reports! Data Spaces and the Report Builder allow for great power and versatility to show execs, managers and folks on the front lines what is happening with our customers and our own processes. They look good, too--I could stare at usage data charts all day. ;)
- Basic UX - I find that each "area" of Gainsight is fairly intuitive to use with a little learning, but there are basic interactions which are quite inconsistent. My primary example of this would be "Save". Sometimes there's a button labeled Save at the bottom of a page or widget. Sometimes there's a similar button at the top. Sometimes it's an icon shaped like a disk to the right of an item...or the top of a page. And there seem to be times where simply clicking out of a field "saves" a change. This has caused confusion for us at times. I would love to see some work to take the fundamentals of user interaction and make them more consistent across the platform.
- More Basic UX - Where are permissions configured? Just like with the Save button: "it depends". Some portions of Gainsight have permissions above and beyond what is granted via Salesforce. Sometimes you go to Administration to configure permissions in a designated space, but for other parts of the tool, you configure them in the same space where you do your work. As an admin, I just tell new users to let me know when they get a permissions error and I'll figure it out.
- Great way to really see if your clients are using the service you provide them.
- Easily able to formalize an action plan to follow up with at risk clients before its too late to save them.
- Just as easy to set up a thank campaign for clients who are using your service as intended and showing them value.
- Access to their Vault to pull in already created templates to customize to our company liking.
- It took a bit of time to figure out how to get our data out of our tool and then into Gainsight. But once we did it was very repeatable to get all the data we wanted. We just struggled with prioritizing developer hours to get this data push into Gainsight.
- Standardized CSM workflows is very key. It puts process and science to a role that has historically acted more like an art form. Every can now have the same reaction process for key activities with our clients.
- NPS and CSAT. We historically ran this through other tools, but we have been blown away by the increase in response rates by utilizing Gainsight, along with our abilities to automate reactions to those scores provided by clients. I can't say enough good things about this part of the tool.
- Client Health Scoring: we refer to our Gainsight version as Client Health 2.0 internally. We had a pretty basic model that stretched across all reached of our business, but that's just it...it was basic. Gainsight allowed us to easily tie together data that was nearly impossible with just SFDC without significant development efforts on our end. We also went the route of pulling all data from our applications to start watching the trending behind the scenes for other leading indicators. Our teams now have watch on a couple hundred variables that we previously had no insight into with relation to churn. It requires the most effort and planning for a business to implement, but the rewards are 100% worth it. We doubled the effectiveness of our predictive model, and we rely on this data across everything from client care, to sales, to finance, to renewals, to marketing, and so on.
- The only areas I would like to see adjusted would be around dashboards and reporting. I considered myself an expert in building reports and dashboards in SFDC, and I now rely on our Gainsight administrator for everything in Gainsight. Perhaps consider some basic options for individual users to more easily create their own.
Less Appropriate areas: full-on marketing/lead generation. I have found that it's a great supplement to our marketing efforts, but would not recommend someone to use it for everything is you are supporting a large customer base
- Continually improves the platform.
- Energy flowing conferences.
- Services team really helped with setup and issues.
- Better high-level reporting for Directors. We have a lot of relationship offerings and there are limits.
- Expensive for licenses.
- Dashboard permissions are tough. Need to have them in groups so I don't have to add each person to each dashboard. We have a lot of dashboards.
Less suited- data inaccuracy on our side, difficult to bring data in from different sources
- The dashboards help me to know where I am in the lifecycle of my accounts and also brings to light in a nice visual way any accounts experiencing risk factors so that I can delve in and address any issues.
- The CTAs (Call to Action) task list is key in helping me stay on top of my accounts.
- I love the ability to easily send emails directly from CTAs. This really streamlines the workflow.
- Integration with SalesForce is key and brings timeline items to the forefront for others within our organization.
- The ability to easily generate reports of captured data would be nice.
- Gainsight has great support! We love the relationship we have with our CSM at Gainsight, as well as access to their support team, online knowledge base, and their Community.
- We love the Rules Engine and how we can customize Gainsight to work for us. We have built rules that comb through our customer accounts and usage to give us great things to reach out to about them. We can customize email templates based on these rules and create efficiency for our consultants.
- The concept behind Success Plans - we're all about it! We like that Gainsight offers a way to track a plan being created and customized for our customer base. We tailor them and let our consultants tweak them further based on their relationships.
- Reporting - we have faced limitations and trouble implementing reports. They aren't user friendly and can't be edited easily by users who are looking to access their own reports.
- The product is powerful which makes it difficult to learn. Since it's so robust, their is a learning curve for sure!
- Ease of data transition from internal sources to Gainsight through different connectors.
- Smooth integration with SFDC data.
- Very sound and powerful rule engine. From a CSM perspective - clear workspace (i.e. Cockpit).
- Integrated outreach engine that Gainsight develops constantly.
- Great Community!
- Ability to pull data from Gainsight via API. Yes, it's possible to pull CSV files via bionic rules but the whole process isn't intuitive and still has limitations like no way how we can get text areas (timeline notes) from Gainsight.
- Community is great but more detailed manuals (especially for those using relationships heavily) would be of such a great help. It's so difficult to find an answer for a particular question sometimes.
- Huge dependency on SFDC admins.
- Gainsight CTA (Calls to Action) are game changing. Having real-time notifications of actionable data is vital to our team's ability to service customers.
- The C360 Report provides a concise overview of each customer. This saves a lot of time in the meeting preparation phase.
- Gainsight CoPilot has allowed us to reach more customers with less effort.
- Dashboards & Reports are slightly hard to use. There is a steep learning curve to putting these together.
- CoPilot outreach cannot be scheduled to skip weekends.
- NPS functionality is great out of the box - CSAT is more manual to set up.
Solves the problems of: hard to find data in SFDC; need for health information, both subjective and objective; need for efficient and automated workflow for customer contact; need for alerts and triggers for activities; real-time info visibility back into SFDC for the rest of the org.
- Automated workflow and activity creation, with a centralized dashboard for CSMs to manage their work, allows CSMs to spend their time on more valuable work
- Flexible health scoring based on many factors including quantifiable product use and subjective aspects like relationship status allows us to fine tune and focus our energy where it's needed most
- Ability to view rolled-up information on accounts that have multiple sub-accounts and see all relevant data within the 360 even for simple accounts, means less time searching and manually compiling data to get an overall view
- Every CTA requires a task to sync to SFDC, and sometimes the CTA and task are really the same thing (managing an escalation, for example)
- Reporting seems somewhat limited, including visualization - but could be our lack of maturity
- Logging activity from different places shows in different areas, tagged differently, and reported to SFDC differently. Means CSMs have to make a lot of decisions on where and how to log - leads to wasted time and inconsistency
- Using rules to create trigger notification to our CSMs around customer behavior changes while associating it with actionable tasks is easy and straightforward.
- Combined information from a single source makes preparing for customer Business Reviews quick and scalable.
- Improved agility with product and bug releases would be huge.
- Better project management abilities for large scale projects with customers would be a big win.
- Sponsor tracking
- Call to actions
- Usage data
- Ease of integration with different sources of information.
- The C360 page is a charm! You can add multiple sections with dashboards on it. The Usage section is really powerful and helps combine metrics from different domains into one section, where it becomes very easy to track the trend of usage metrics. The 'normalize' option is an added advantage to track the percentage changes over time.
- The report builder is very easy to use.
- There are limitations on email outreaches like no support for tabular reports, limitation of 5 reports on an email template etc. Also, there is a lack of functionality to not trigger an email outreach if none of the reports on the email have data. There are times when the recipients get email that has nothing to track.
- Report builder is pretty simple to use but lacks the functionality to handle a bit complex computations.
- The reports don't allow end users to build aggregates on the fly. For example, a generic daily report needs to be seen rolled-up to monthly, quarterly or yearly views, based on a user's preference. The way it works today is that it requires the developers to design different aggregated views of the same report, so you end up cluttering the dashboard with just different views of the same data.
- The global dashboard doesn't allow adding reports that are built on data sources from different domains - meaning, you can add a MDA report and a SFDC report on the same dashboard.
- Pulls together customer information from Salesforce into an easily digestible format and enables you to analyze additional customer data that resides outside of the Salesforce environment.
- Creates a focus around automatically calculated objective and subjective account health score metrics for a quick and accurate read on the accounts that require attention and strategic prioritization.
- Focuses your teams on strategic account planning based on the customer's objectives, needs, and challenges.
- Provides "Calls to Action" (CTAs) that automatically bring to your attention issues, risks and challenges to enable better proactive resolution.
- Gainsight as a company lives, embodies and exemplifies the concept of customer success like very few companies in the world. Their level of support, engagement and absolute trusted partnership is unrivaled.
- Professional services that totally understand our needs and requirements and expertly guide us to success.
- The contacts in the Sponsor tracking tile should be able to be maneuvered into an org-chart configuration.
- Forces you to standardize your playbook and setup CTA's to execute common plays
- Aggregates multiple sources of client information into a single dashboard
- Grows our Customer Success team using latest trends in the industry
- Wished it would handle my reference process instead of a 3rd party app.
- Would love for it to handle advocacy (i.e. Intuitive)
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|