Great Product with awesome potential!
Yossi Truzman, PMP, PRINCE2 profile photo
Updated November 11, 2015

Great Product with awesome potential!

Score 10 out of 10
Vetted Review
Verified User
Review Source

Software Version

Latest Version

Modules Used

  • Cockpit, Customer Success 360, Gainsight, NPS, Survey

Overall Satisfaction with Gainsight

Gainsight is being used primarily by the Customer Success Department, and is addressing our needs to scale and drive proactive behavior, thus helping us reduce churn and promote expansions.
  • Reports are insightful and easy to digest
  • Standardization across multiple global teams thus helping align the business
  • Net promoter score (NPS) survey mechanism which helps shed light on customers' opinions and feedback
  • Integration with Salesforce at the Field Level - it is not always easy to see/update Salesforce data from Gainsight
  • Performance could be improved
Gainsight is a very strategic tool for helping Customer Success to scale, especially in the velocity, 1-to-many, low touch market segment. It seems to be less useful for high touch, 1-to-1, enterprise market segment. Having said that, it could just be the way we implemented it to date.

Gainsight Feature Ratings

Product usage
8
Help desk / support tickets
Not Rated
NPS surveys
10
Sponsor tracking
8
Customer profiles
8
Automated workflow
7
Internal collaboration
6
Customer health scoring
9
Customer segmentation
10
Customer health trends
Not Rated
Engagement analytics
Not Rated
Revenue forecasting
Not Rated
Dashboards
10
Role-based user permissions
Not Rated
API
Not Rated
Integration with Salesforce.com
8
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

Using Gainsight

40 - Primarly Customer Success Managers including all levels of Management
SFDC Technical Administrators
Technical Support Engineer
  • Managing Renewals
  • Preventing Churn
  • 1 to Many communications
  • Managing Renewals
  • Promoting Customer Changeb Requests based on Usage CTA
  • Promoting Co-Pilot blasts based on CTA
GS has become a core strategic CS platform for our organization, yet it needs to improve from a usability and performance perspective.

Gainsight Support

Quick response, knowledgeable and caring Team. Something takes a bit to communicate to reach a prope RCA, however this is the nature of the support business.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
Yes - Some were, some weren't, however each company has the right to prioritize resolution time for bugs as they see fit.
Their support is most exceptional, I have to say that about most cases.

Using Gainsight

The UI is nice, however needs improving with regards to Navigation and Load time.
ProsCons
Like to use
Technical support not required
Consistent
Quick to learn
Convenient
Familiar
Unnecessarily complex
  • Reviewing Customers
  • Reviewing Repotrs
  • Managing CTAs
  • Updating SFDC data
  • Creating Powerlists