Gainsight: No better choice!
May 13, 2016

Gainsight: No better choice!

Karen Nichols | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

Gainsight is used by customer success team across three product lines, various geographies. It helps CSMs by being mostly a one-stop-shop for the most critical info they need.

Pros

  • Love that it is force.com; easy to grab info from Salesforce and other force.com apps.
  • Easy to create reports for dashboards with no report building experience necessary.
  • Easy for users to learn and use with minimal training.
  • Gainsight is THE leader in the industry.

Cons

  • We have had a bit of difficulty with data feeds, some self-inflicted, some due to the way data has to be structured to be used for reporting.
  • Improved efficiency for CSMs; ability for them to manage more accounts easier with less looking for info in a variety of systems.
  • Ability for CSM Mgmt to run meetings with CSMs (individ and group) using Gainsight Dashboards.
We did not evaluate any others; Gainsight was the clear choice for us!
We have had no problems with it, but our friends in Sweden had an issue related to currency. Perhaps it should be more globally adapted?

Gainsight CS Feature Ratings

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

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