One Way to Gain some Insight on your customers
January 08, 2016
One Way to Gain some Insight on your customers
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
Gainsight is used by the entire organization, but mostly by the CSMs. The tool provides a consistent proactive way to manage customers along with providing the entire organization a 360 degree view of each customer.
- Cockpit - Call To Actions - proactive consistent ways to measure CSMs and handle customers
- Customer Scoring - health score for every customer.
- 360 [degree view] - in one or two minutes, all the pertinent information on a customer can be consumed (in one place).
- Parent / Child relationships within an account - One account may have many "deals" or "opportunities" being worked by different CSMs.
- Data Analysis / Tools to prove the health measures being collected/used are truely a direct correlation to churn.
- More Collaboration amongst Sales and CSMs.
- More worldwide consistent processes / approaches for CSMs.
- Driving CSMs to be more proactive.
We are a SFDC customer, so it was a much more natural fit than the other choices. Gainsight, at the time, appears to have a larger part of the CSM market space/leader. They seem to be 6-9 months ahead of the other tools / companies in terms of maturity.
11 to 25 people