Gainisight Review After 2 Months of Use
May 13, 2016

Gainisight Review After 2 Months of Use

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

Overall Satisfaction with Gainsight

It is being used by the customer success team for two primary resources: align best practices around processes across the customer lifecycle and to demonstrate value to customers through the use of health scores and usage tracking. We expect to start to utilize success plans as well, as our customers are high touch and require strategic alignment across marketing, sales, product and customer success to ensure we're meeting all of their needs.
  • Being a leader in the CS space by innovating and bringing best practices to their customers allows groups like us not to have to be experts in CS but rather domain experts which we're best at. The help we have gotten in training and talking with execs at GS has helped how we think about our org.
  • The onboarding presentations and homework were effective in making the implementation workshop, Gaisight Express very useful.
  • Flexibility in rules engine.
  • Training materials and guidance to roll out to users of gainsight not just the admins.
  • More intuitive user design - some functions were hidden or not described in the tool but rather in the documentation leaving few folks really understanding what it does (like relationships or insights tabs).
Salesforce was the main tool that folks managed their product through various tools like Microsoft Project. Gainsight does not replace these tools. It's supplemental.
If you have a very small team it may not be worth the investment - they are building more functionality to go deeper but the main benefits are the automation of processes for complex processes or multiple customers and multiple CSMs. I would not recommend it if you only have 3-5 users.

Gainsight CS Feature Ratings

NPS surveys
Sponsor tracking
Customer profiles
Automated workflow
Internal collaboration
Customer health scoring
Customer segmentation
Customer health trends
Role-based user permissions
Integration with