One Way to Gain some Insight on your customers
January 08, 2016

One Way to Gain some Insight on your customers

Anonymous | TrustRadius Reviewer
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.
For SFDC customers - a natural fit.

Gainsight CS Feature Ratings

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