Gainsight Review
February 22, 2016
Gainsight Review
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
We are just completing the instrumentation of Gainsight to hold our customer journey map, step by step, so that a CSM would check off key activities as they get completed. This will be rolled out for all accounts in April. Prior to this, we were using it for capturing notes and what we call our Adoption 360 scores of each customer.
- Their design and concept of play books is very good.
- It is easy to implement and configure.
- Multiple scorecard functionality is important (I believe it is close to being released if not already).
- There are still some data ingestion and transformation challenges, so continuing to improve ease of use would be good.
- Once we complete the instrumentation of our Customer Journey Map key activities, this will have a pretty massive impact on ROI. We have projections on CS efficiencies (20% over a 24 month period) based on this, as well as we will be able to measure the velocity of adoption. So not only will we get customers to adopt the solution faster, but Gainsight will end up being a governance engine to ensure we work in a consistent manner.
- Bluenose Analytics and Totango
My team did some light evaluations of some other solutions, which seemed to focus more on analytics, versus CSM workflow. Because we have large customers and a higher touch model, Gainsight seemed to be a better fit.