Item: Gainsight CS
Rating: 10
Author: Chris Krystalowich

Use Cases and Deployment Scope

Gainsight is being used by the Client Success team to manage our client base. We are monitoring simple usage metrics, but we have also implemented financial tracking to provide overall health scores for our clients.

Pros and Cons

Extremely robust platform
Integration into Salesforce.com allows for simple data sharing
Flexible to handle our outside of the box use cases

Nothing I can think of right now

Return on Investment

Prior to Gainsight we managed all our clients via our own infrastructure and Excel spreadsheets. The ROI for managing metrics, overall health scores and playbooks in one platform is invaluable.

Alternatives Considered

Totango,Bluenose Analytics

Gainsight was able to handle our use cases for tracking financial data, Bluenose and Totango were not. In addition, Totango is not a native Salesforce.com application.

Number of Customer Success Managers

11 to 25 people

Likelihood to Recommend

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.

Our CSM platform of choice - Gainsight

Overall Satisfaction with Gainsight