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Gainsight is key to being a successful CSA/M
May 12, 2016

Gainsight is key to being a successful CSA/M

Nikhil Gour | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

As of today, Gainsight is primarily used in the customer success organization. We plan to roll it out to our sales team and then eventually to our partner network. Customer Success is a vital role of our company and Gainsight helps us keep up with over 3000 customers on a quarterly basis.
  • Easy to use UX
  • Cockpit is the best thing since sliced bread
  • Rules engine
  • I just attended the Gainsight roadmap and most of the features Karl talked about are ones I've been waiting for like the updated UX in the cockpit.
  • Prior to Gainsight, we had to make our own Salesforce cases and manually keep up with customers using tasks. Now that we've successfully rolled out this platform, our jobs have become much more efficient and this allows us to spend more time with our customers.
1 to 5 people
In a customer success setting, Gainsight is highly efficient in helping CSA/Ms keep up with hundreds of customers. Being layered on top of Salesforce is key as well because there is a lot of automation with data gathering and it makes it easy to figure out your point of contact within a customer's organization or figuring out what you need to get accomplished that day.

Gainsight CS Feature Ratings

10.0
Product usage
10
Help desk / support tickets
10
10.0
NPS surveys
10
Sponsor tracking
10
Customer profiles
10
Automated workflow
10
Internal collaboration
10
Customer health scoring
10
Customer segmentation
10
10.0
Customer health trends
10
Engagement analytics
10
Revenue forecasting
10
Dashboards
10
10.0
Role-based user permissions
10
10.0
API
10
Integration with Salesforce.com
10
Integration with Marketo
10
Integration with Eloqua
10