- Reporting/Dashboards. At first, depending on how your Data is loaded, it can be a little overwhelming when first in the Report Builder. But once you understand where your data is coming from - ensuring you are pulling the proper fields...It's amazing and VERY simple to use!
- Gainsight Community. As an ADMIN of the software - I find that their Community is one of the bests around! Having the ability to post a comment and get feedback from people all over is amazing! Another perk of the community is also reading how others are using the software. Reading how some people were handling certain issues and how they resolved it with the software has helped us update some of our configurations.
- Support. Their actual support is also amazing! Friendly, courtesy - and they treat your problem as their problem!
- Have a full-time ADMIN. Gainsight is very back ending heavy during the initial setup and configuration of the software - especially if you're converting. But once you get it going - it's awesome!
- 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
We are also using Gainsight for renewal automation as well.
- Automated outreaches - allows for being able to scale.
- Calls to action - allows for the use of automation to monitor data and create actionable items based on the data; scalability.
- The backend setup of Gainsight is not that intuitive. Email formatting is less than ideal.
- Great reporting and dashboards.
- Our single source of truth for customer info.
- Excellent thought leadership.
- Administration can be complex
- Gainsight is dependent on your Salesforce data being accurate.
- Integration of Salesforce data
- Live and accurate client health scores
- Great task management per account with checklists
- Theme selection, colors and backrround color selection
- Touch friendly App style access with all the desktop web portal functionality
- Customer 360 View. Gainsight provides a holistic view of elements of customer health including risk, adoption, advocacy, engagement, etc.
- Customer Communication. Gainsight has a great communication engine allowing us to ensure customers receive the right message at the right time.
- Customer Lifecycle Management.
- The reporting functionality is not as robust as it could be.
- Calls to Action - When certain conditions are met that we have created, Gainsight will alert the proper personnel to take the next steps.
- Single pane of glass - Gainsight allows us to see everything about a customer in a single view, utilizing various graphs and easy to understand information.
- Communication - Gainsight allows us to reach out to all or specific segments of our customer base. We can send informational, marketing or surveys and track customer response over time.
- Gainsight does not integrate well with all systems.
- Must have Salesforce to use Gainsight.
- Better documentation on integration or assistance.
- Gainsight can do a better job at ensuring their customers are utilizing the product to the best of their ability.
In the hosting industry, Gainsight can track customer outages and monitors (with custom integration).
- Gainsight's use of CTAs with daily reminders allow us to trust we are not missing the little things with our customers.
- Gainsight gives you the ability to create health scores for customers that not only encompass systematic information but subjective customer temperatures as well. Giving you a true way to measure health.
- Gainsight works well with our internal systems, so we are not adding more steps to our day-to-day routine.
- I have not run into an area with usage where I think Gainsight is missing, however I am sure there are many more use cases beyond ours.
- 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.
- 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.
- Manage risks very seamlessly
- Demonstrate value to our end users in terms of ROI through dynamic data
- Manage expansion opportunities
- Rules engine has some limitations in terms of bionic rules
- Being more diverse in the way Scorecards are determined/ created-- i.e. through MDA
It solves account tracking, account related to-dos, and helps us be uber organized about client success functions and follow up.
- Action Items — Makes it really clear which accounts have to-do's, let's you set due dates on these, allows organization to push standard CTAs associated with account on-boarding, check-ins, etc.
- Note taking! I am obsessed with Timeline. Allows me to log account updates, important email exchanges, call notes and other general account good-to knows and also create tasks based on each.
- There may be something in our team's instance of GS that auto prompts 'Closed as Incomplete' at the main CTA level when you close too many playbook tasks and then the main CTA at the same time. Again, this may be settings.
- As much as I love Timeline, the formatting can sometimes be very off. Especially if you're copying and pasting content into Timeline.
- It would be great to be able to co-create Timeline entries. Myself and my CSM partner will often times take notes on the same call, so its duplication.
- Would be great to be able to @mention someone in Timeline.
- Integration with Salesforce to allow our teams to follow-up based on activity and renewal history and easily update Salesforce records
- Reports that give a quick glance at renewal pipelines and account performance
- Segment customer email campaigns based on account activity and history
- Co-pilot (email) reporting
- Email builder and template creation
- Email assist feature (playbook creation)
Gainsight is not well-suited for teams that have irregular check-in schedules with their customers, or do not have clean and accurate data which to built the Gainsight environment around.
It helps us to scale in a way processes are robust. We are utilizing same methodology to manage all accounts, get us aware of customers at risk, get the work of the CSM day to day much more organized, provide the manager the needed visibility of customer tied to a team/ region/ other specific metrics.
- Views of accounts that it makes it easy to track - for example - manage accounts to be renewed this quarter/ accounts to be renewed next quarter/ New customers that are on boarding etc.
- Account 360 - detailed area where I can view all information required per account.
- Timeline - capability that you can utilize to log in quickly any type of activity done with the customer - so you can track history.
- Views are not always adjusting to screens - makes it super not user friendly to use it.
- When view is even smaller than the screen, you get the view on 2/3 of the screen rather than adjusting for full screen.
- You are not being able to add comments to a specific account, when you are on one of the views.
- You must go into the account 360 and add your comments.
- Very time consuming.
- Too many clicks when you deal with CTA - makes it unusable.
- Provides turnkey analytics on customer usage of our products.
- Alerts when usage has dropped
- Manages NPS surveys and responses
- Timeline for tracking activities & cockpit for task management
- Sponsor tracking doesn't work properly
- Somewhat manual (requires a lot of inputs directly from users--and setup on backend)
- Date range on usage reports (can only change greater than or less than)--and need to update when you pivot to a new report
It's helpful in preparing for business reviews or checkpoints with customers; proving out the value of our relationship & showing the progression of account health.
The Gainsight Sally Slack integration is good for execs but not many other uses
- Capture important historical data daily with MDA tables
- Create reports and dashboards quickly
- Great user interface
- Additional options for visualizing data in reports
- More documentation on building and updating MDA tables
- More chart types for dashboards
- Beautiful interface -- really take the mundane, heavy-scrolling of Salesforce and puts it into an easy to use and read interface.
- Customization of reports and dashboards -- makes it easy to look at reports every morning.
- CTAs -- helps our team members proactively manage their time.
- Not much, Gainsight really thinks about every facet of their program, releasing new items each quarter to help their users.
Gainsight operationalizes the customer experience consistently across the Ceridian North American customer base. Customer success resources proactively engage customers based on calls to action from Gainsight. It also captures the “pulse” of the customer to objectively reflect a customer status assessment based on a large variety of factors. This information allows Ceridian to take the right action to deeply engage customers and correct situations that need special attention. Unlike reactionary support solutions, Gainsight is used proactively to keep customers successful before they go “off track”.
Gainsight is a critical component to the company technology stack that drives the activities of the award-winning Ceridian XOXO Customer Success program activities. It draws from Salesforce and many other systems to distil critical information for the users and management about the Ceridian Customer base. It also feeds other solutions with the real-time customer sentiment to they can be engaged accordingly.
- Gainsight provides a large team with a consistent playbook of tasks that result in a consistent operationalized customer experience. IF an organization is seeking the same high quality experience for customers from Toronto to Tempe they will appreciate the calls to action that present tasks for their team members and the dashboards that allow the team management to have insight into the programs success.
- Along with a phenomenal product, the Gainsight team members are great business partners for success. From the regular meetings to share best practices to the partnering to integrate their solution with others, they are great business partners.
- Gainsight delivers on its product road map. If you have an opportunity, watch a Karl Rumelhart product road map presentation to see the direction of Customer Success!
- Gainsight is a slight victim of its own success and the annual Pulse conference has become so popular that for the last couple years many sessions were standing room only if you could even get into the session. this conference is being relocated for 2018 so I hope this resolves the overly crowded conference.
Gainsight is the keystone solution for a customer centric SaaS organization looking to proactively operationalize the engagement of a team of Customer Success Managers, Sellers, Support people and other customer facing resources. Insights into recurring revenue should be objectively based on objective customer data. Gainsight provides the insight along with the suggested tasks that will secure greater revenue retention.
- 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
- Process automation
- Email automation
- Mass communications to current customers
- Deliverable organization & reporting
- Mass email automation. We have been able to better scale our business , while still engaging with customers, through the use of Gainsight.
- Process automation. I have been able to stay on top of our data and and efficiency goals via the use of Gainsight. We have also been able to add and improve some of our offerings via the capabilities of Gainsight.
- Documentation. They have improved in the volume of documentation recently, but the search-ability and usability is still lacking. I know the features are there, but it is sometimes difficult to understand how to use them.
- Product Usability. Again, like documentation, the product is immense. I just wish it was more naturally intuitive. I like to compare software to the Apple platform. They are the pinnacle of user-friendly. I think Gainsight could learn a lot about the simple, yet powerful, framework of software like Apple'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.
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|