- 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.
- Easy to use UI. This makes it easy to onboard new CSM's to start using the tools and get them up to speed on their administrative processes
- Having a holistic view of the customer makes conversations much easier by outlining everything we need to know about the customer in one view. This alone eliminates a large amount of time for our CSM's by not having to load multiple objects in SFDC
- Rules engine/bionic rules. The possibilities are endless when you start diving into the power of bionic rules. Objects that were once unrelated can now have some sort of relation, and you can formulate extremely valuable data that used to take hours to pull into Excel.
- Admin tab has lots of tabs and sub categories in each tab. If you don't spend a whole lot of time in a certain category then it can take a while to find the info you're looking to update/change
- CTA updates. In our instance we use CTA's very heavily and we would like the ability to create rules that automatically update the status of a rule. Currently you can create rules to close a CTA but you cannot create a rule to change an open status to a different open status.
Review: "Gainsight is a powerful tool to dive in to the details on a customer and get a high-level view of your customer base"
- I enjoy using the Timeline feature to keep track of each customer I work with to ensure their success.
- I like having the CTA's readily accessible in a global view for all customers so I can gauge where I am on certain open tasks.
- The ties into Salesforce are very useful so that others in our company can stay updated on customer health.
- Shifting from Timeline to Detailed view could be better for viewing of notes and product/customer details.
- Reporting and Dashboards could be more visibly appealing and have more easily accessible information. I hear there was a new release this week, so some of this might be addressed.
- Multi-product views could be improved, and losing score card information when customers purchase multiple products is really tough to go through!
- Timeline - This is the BEST feature of Gainsight! There are multiple ways to allow your reps to track their engagements, all in a searchable fashion. This has been the ticket to increasing CSM adoption of the tool.
- The people - Everyone I've engaged with at Gainsight has been outstanding! Everyone from sales to implementation to product to customer success has all been amazing!
- Scorecard - Having a clear and consistent way to manage our customers' health has been beneficial throughout all levels of the organization.
- Call to Actions - Setting up thresholds for when customers are at risk, and knowing why, has helped drive meaningful conversation with our customers.
- The load times for many of the screens can be frustrating to end users. It's pulling real time reports so that is why the load times can be long, however CSMs get impatient quickly.
- The survey tool is a bit clunky, although it's improved drastically over time.
- Excellent at sending automated emails and generated semi-templated emails with auto-generated content.
- Great at generating account health scores based off data from multiple sources (CRM, product, 3rd parties, etc.)
- Great at logging activities via the timeline feature for an account.
- Graphing/Data Visualization functionality is very limited.
Additionally Gainsight is very helpful in our managed portfolio in helping to automate some administrative tasks, while still allowing reporting on the cadence of customer engagements and updates.
- 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!
- Their User Interface is one of the best that I've seen. Making it easy for a user to navigate to various sections of the software - it's a real treat compared to some of our former CRMs.
- 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!
- NPS and other surveys - the automation is fantastic.
- Reporting! The report is really easy to use. I can whip up a report in a minute from scratch
- Makes it easier to go to a central location to see all relevant information relating to a customer.
- Email notification on actions or CTA could use some work. Notifying the person responsibile of the day's activities.
- The ability to push email notifications into the application for visibility would be ideal. Today we can push it to Salesforce but those activities are tracked differently than calls and other check-ins.
Generally a good fit for an enterprise organization.
- Allows you to segment your customers and develop adoption plans for each.
- Develop scorecards specific to how you manage your business allowing you to have a pulse on the overall health of your customers.
- Access to dashboards to day to day use in evaluating results as well as a detailed report writer to extract data for more complicated reporting needs.
- Gross and Net churn statistics are not part of any standard reporting elements
- The system does not provide a standard process for incorporating annual contract escalators into the Asset value so the annual spend for a client remains the same from year to year unless manually modified. We were able to create a custom workaround.
- Integration (automatic or more manual - e.g. using CSV files) with other data sets (e.g. for support and product usage).
- Configurable customer dashboards - showing key stats and data relevant to that customer.
- Industry best practice information and insights.
- Flexible solution that can be tailored to our specific product and team requirements.
- Local (geographically) support services.
- More regional support and services - think beyond just the USA.
- Tailored professional services packages - e.g. self contained for small and large deliverables.
- More automated out of the box integrations.
- Well suited to customer success team and organisations that need to quickly scale up.
- Less suited to smaller teams and operations (and lower cost).
- Customer Health scoring is used to evaluate the health of our customers and drives proactive efficiencies for our CSMs
- Tech Touch assists in automating outreaches.
- Dashboards provide valuable reports to our team.
- Gainsight Support needs to improve their documentation from an Admin perspective.
- Gainsight to SFDC linking needs to be enabled for MDA data, not just SFDC objects.
- Success SnapShot needs to have more fonts, formatting options for PPT.
- Timeline -- allows accounts managers to record events. You can detail date, time, who was involved, how long it lasted, and an open notes section. You can also log clients missing/skipping interactions
- Calls to Action (CTAs) -- can set up one-time or recurring CTAs across the entire organization. Helps to prioritize actions and work collaboratively across teams.
- Recording Scores -- the ability to record customer health scores. Allows for a quick summary view of health that can be expanded on in the notes/timeline
- CTAs are are used rather broadly, would like a specific recurring accounts update section
- Would love an integration with Google calendar to automatically log my calls
- Requires a high degree of training to know the ins and outs. A more robust knowledge base with training videos would be awesome!
Would not recommend for a smaller, centralized organization where the entire company can collaborate physically in the same office. It would be useful, but the cost may not outweigh the benefits.
- Calls to action - create calls to action based on changes in user data.
- Email - emails can be automated based on rules in Gainsight to allow us to communicate based on user actions.
- Analysis - looking at data is easier with the report builder and dashboards. No need to export data to analyze it.
- Reporting is not as robust as it is in Excel - it is difficult to provide high-quality output for users.
- Calculation - only certain calculations can be done with the imported data. We cannot generate the same reports we do weekly/monthly based on what is done in Excel because we cannot normalize data.
- Gainsight helps managers monitor their employees' client interactions.
- Gainsight enables our Client Success Directors to manage larger portfolios without letting clients slip through the cracks.
- Tracking client health through Gainsight allows us to identify and address risk to mitigate churn.
- The currency conversions found on the Customer 360 page that pulls in from SFDC have some inaccuracies.
- Gainsight can't push data back to SFDC, so if you make an update in Gainsight, it will not be reflected in SFDC (with the exception of activities)
- The Programs and Outreaches are not as easily controllable by the end-user (CSD) as they could be.
1) Reporting & dashboards: Each CSM has their own dashboard that contains various information on all of their customers, from health scores, customer life stages, renewal dates, MRR, etc. This allows them to have a wealth of information on hand whenever they need.
2) CTA's, playbooks: this ensures our CSM's can stay up to date on every customer, trigger playbooks & CTA's regarding the customer life cycle and ensure customers are moving towards a successful renewal.
3) Rules Engine: automated rules that trigger a variety of tasks, such as NPS surveys, health score updates/changes, usage data analysis, among other things.
- Gainsight makes it very easy to set up rules to automate the CS process. Automation is key. It allows us to run rules daily without having to do anything manually.
- Gainsight's reporting and dashboard make it very easy for CSMs to view their customer info in one spot, in a very efficient manner.
- Gainsight's health score system is fantastic. It allows us to alter it whenever we feel that we need to and add as many metrics as we'd like.
- An update to Gainsight's UI would be fantastic. I really like dashboards but they are very dull looking. An update to make reports more colourful would go a long way.
- I'd like to see continued improvement of Gainsight's advanced outreach feature (automated emails). It worries me when I set an advanced outreach to trigger and then have no idea when it will trigger - sometimes it takes 2 minutes sometimes it takes 45 minutes, this causes a nervous feeling as I just have to wait and see if it deployed properly or not.
- Pushing 'to do' items out to our CSM team both by rules/filtering customer criteria or by uploading hand-picked lists of customers for special projects. Their Cockpit gives our CSMs a single place to go to see all of the action items for the day, week, etc. They can be grouped by type, due date or priority which allows each of our CSMs to customize their view and work how they work and prioritize best.
- Dashboards are incredibly easy to build and allow management a visual insight into our customer data. Any data we can create a report on we can add to a dashboard. Global filters have been a HUGE addition, allowing us to quickly filter an entire dashboard by CSM or Team Manager with very little effort.
- Gainsight's Timeline feature is a key component of our Gainsight usage. It was incredibly easy to roll out to our team initially and adoption has been great. The new Global timeline was a much needed addition which now allows us to see all timeline entries in one place and filter by CSM or account very easily.
- Customer support is top notch! Their support platform allows us to very easily submit requests, track its status and email communication back and forth with the support team is quick and easy.
- Workflow from an admin perspective leaves something to be desired. For example, creating a CTA for our CSMs so send to their customers requires access to 3 completely separate admin areas of Gainsight. 1. Journey Orchestrator to create the email template 2. Cockpit to create the playbook and 3. Rules Engine to actually create/send the CTA. This is a fairly simple task and one we do often, but the whole process seems disconnected.
- Reporting on admin related data could also be a big improvement. The dashboards and tools to report on our customer data is great, but finding information to help me better manage/update our ongoing templates, rules, etc. is difficult.
The only scenario where I would hesitate to recommend Gainsight is if a company had a very unique/complicated customer or CSM structure. Gainsight is really designed for the bulk of information to live on the account level and our company has a lot of data/different CSMs on a relationship level. It is doable, but makes simple tasks that much more difficult to configure.
Gainsight has helped us address the following business needs:
- Stronger onboarding of new accounts
- Annual plan of action for each account in a portfolio
- Targeted, action based reasons to call based on customized triggers for our accounts
- Gain visibility into trends we may not have seen otherwise
- Structured approach to proactive communication, along with specific milestones we'd like to achieve on each call
- Support. We have required a lot of customization of the product and GS has always been responsive and helpful. This is true not only for product implementation, but also with technical barriers we've needed addressed over the years
- The product reinforces a philosophy of putting the customer needs first, along with strengthening our own customer support. This has been very helpful in getting buy-in to our new approach, since every level of our technology mirrors the conversations leadership has with our CSMs about our focus.
- It is always great to see a company continue to iterate on a product, and GS does a great job of listening to it's customers to help inform the direction of certain changes to the product. Their support pages are great, and the changes nearly always address specific needs we have as an organization
- Editing records within GS instead of needing to consistently 'bounce' back into SF. The biggest example of this for us is with our 'trackers' we use on Opportunities. The ability to do in-line editing, or editing SF Opportunities right within this view would be such a huge lift for adoption and ease of use.
- Reporting. There are certain limitations to the ways we can configure reports that don't give us the level of flexibility/visibility we're used to with standard SFDC reporting. I prefer to aesthetics and layouts of the GS reports and dashboards, but limitations force us to still rely on SFDC for a lot of things (inability to report of formula fields in a backend report for example)
- User interface is starting to feel a little dated. With other software experiences updating and refreshing their UI, GS is running the risk of feeling out of date (example: the new Lightning UI from SF). Would love to see elements updated to allow for a more fluid experience bouncing between Lightning and GS
GS can be difficult to implement with organizations that have a high average number of accounts per person, as the Cockpit can become unwieldy if CTAs fire for most/all of them monthly. To that end, I'd probably hesitate to recommend GS to organization with large average book sizes. A lot of this can be addressed in implementation, but then you do have to make difficult decisions on what is going to give, in terms of how you'll trim the CTA load per rep.
- 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.
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|