Dialed-In Customer Success
May 12, 2016
Dialed-In Customer Success
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
At ON24, we are aligning our business, processes, and workflows to get a laser focus on customer success. We are using Gainsight to provide a holistic view into customer health, adoption, utilization of our service, and most importantly as a vehicle for demonstrating ROI both "Up" and "Out" for our clients. The ability to make sure our clients are getting the most out of our service and being able to very quickly turn around and provide that information allows them to fight for adoption and expand our footprints in their business. Our goal is to provide them with the data based "ammo" to show "Up" the chain of business decision makers our value, and "Out" to their org structure how well they are doing. Gainsight is invaluable in allowing insight into the metrics we need to accomplish this. In addition, we are able to more easily handle the volume of clients that come from rapid expansion of our success. Gainsight in entwined in how we do our business.
Gainsight has also REALLY eased the relationships with our sales team. When they see the spot-on, relevant data it provides to help in their efforts for renewal and expansion, they realize that not only are we a resource, but a partner in their success as well!
Gainsight has also REALLY eased the relationships with our sales team. When they see the spot-on, relevant data it provides to help in their efforts for renewal and expansion, they realize that not only are we a resource, but a partner in their success as well!
- The calculation of health scores based on a highly tweakable rules engine makes spotting trouble points and wins super easy.
- The ability to store notes, client feedback, and Salesforce metrics has greatly increased the efficiency of our monthly CXO calls as we review hotspots and areas of interest.
- The CoPilot feature is AMAZING and is really allowing us to thoughtfully scale up our touch with the clients and control our messaging for consistent and smart client reach out.
- The insight provided in the dashboard has actually eased our CSM's workload, even with an expanding client portfolio. They can be smart and savvy about where they are spending time. They feel more excited about strategically doing their jobs as opposed to just putting out fires.
- Sometimes the processes for setting up dashboards and rules are a bit quirky. Not bad, but not always intuitive.
- We in particular need to have a reporting relationship based on SFDC contracts, not opportunities. At the point the contract is written we need Gainsight to take into account that the CSMs and the renewal team lives in contracts.
- Make report filtering save last filtering and not revert to default if I jump out of the page.
- Help my receding hairline through the dashboard.
- Positive ROI on staffing levels. Able to do more with less, more clients to a CSM and stay well managed.
- Inability to have contract based relationships is a painpoint for us.
- Positive on our client "touch" and management oversight of that touch.
6 to 10 people