Customer Success as a Tool
May 12, 2016

Customer Success as a Tool

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

Gainsight is being used by my company to take a look at our current customer base and optimize. You are able to use the features to record success plans to help move your customer along in its journey. We also use gainsight to run our red account meetings. In these meetings we are able to give quick and actionable updates to other teams. We did this before in a deck format, and it was much clunkier and not as engaging. The new features coming out are helping customer success grow as a profession and industry.

Pros

  • Call to Actions-- Able to create follow up items and tasks to keep you on track and remind you to stay on task with your customer.
  • Being able to view your book of businesses by Rep or Business. Gives highlevel insights on a dashboard.

Cons

  • Reporting is not as strong as SFDC.
  • Must have licenses for each user.
  • There are sometimes latency issues as it loads.
  • Increased employee efficiency by working in cockpit and seeing everything upcoming
  • Ability to give a higher degree of service by scheduling future tasks
  • Setup: not as robust reporting
This has been great for our well established customer base. May be too expensive for early stage companies with few customers. I can only imagine that as the customer base grows, your amount of time saved also grows. Great for customer centric businesses looking for a solution.

Gainsight CS Feature Ratings

Product usage
8
Help desk / support tickets
8
NPS surveys
10
Sponsor tracking
3
Customer profiles
7
Automated workflow
7
Internal collaboration
3
Customer health scoring
6
Customer segmentation
7
Customer health trends
7
Engagement analytics
9
Revenue forecasting
7
Dashboards
3
Role-based user permissions
10
API
9
Integration with Salesforce.com
9
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

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