Gainsight does allow you to gain insight into your customers - appropriate name!
October 02, 2015

Gainsight does allow you to gain insight into your customers - appropriate name!

Gabriel Hobbs | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

Gainsight is currently used by our CSM team to manage account CTAs, to get insight on contract and feature usage, as well as to prep for customer meetings. Using Gainisight has allowed CSMs to gain access to data which was previously held in three different systems. Our consultant team also have started working with Gainsight to monitor the onboarding of new customers. We are also exploring new avenues of use with our marketing team.
  • Allows you to gain new insight into customer behaviours and patterns to help identify healthy accounts vs. accounts at risk.
  • Allows you to combine data from multiple data sources and presents this in one place which makes it easy for CSMs to prepare for customer meetings.
  • Through the use of Gainsight's rules engine, you can monitor all your customers on a regular basis automatically. In other words, you have a tool / rule which combs through the data for you.
  • Gainsight does not help analyse the data, but rather helps to present it. There could be some improvements made on the analytics side - as any analytics will require input / logic from the end user.
  • Gainsight has helped our customers achieve their business outcomes - by monitoring the on-boarding process can we see which customers are struggling early and therefore take timely remedial action.
  • Gainsight has reduced the time it takes for our CSMs to prep for customer meetings by accessing all data in one place - on the Customer 360 view.
  • Preact
Preact failed our security review and was therefore not shortlisted.
Companies with established customer success management (CSM) processes will get a faster ROI when using Gainsight as you can take a lot of these processes and implement them in the tool. For companies with more immature processes, implementing Gainsight forces you to think through these processes and then implement them.

I can see this tool being of great value if an organisation does not want to develop their own programmes / customize Salesforce to do the same. This is an out-of-the box offering which you can tailor to your organisational needs.

Gainsight CS Feature Ratings

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