Overall Satisfaction with Gainsight
We're still in the implementation process of Gainsight, so our use case is still a little more narrow than we'd like it to be. We're currently using Gainsight to send monthly NPS surveys to our customers, depending on their renewal date, a maximum of twice a year. We're also using the CTAs to manage our customers through their lifecycle, especially at the beginning of their relationship with us and through the renewal. The CTAs are also drawing attention to risk, especially around the passive cancelation of renewal. We're currently working on implementing our usage data and associated CTAs, and what I've seen so far has been very impressive.
- Being able to manage our customers renewals and be alerted of our customer's renewals has been really fantastic.
- NPS surveys, built on lists that we choose how we segment, has been really helpful.
- As a manager, I get great visibility into the turn-around of core job functions of my individual contributors.
- It's really hard to implement if you don't have clean, accessible data already. Even when you do have your data, learning how to configure your own rules in a reliable way is difficult.
- The UI leaves something to be desired, but I saw a preview of their 5.0 UI today and think that'll improve quite a bit in the near future.
- Licensing is a pain because it requires an SFDC admin to set it up, and no one on my team is an SFDC admin - we're left waiting for the help of Sales Ops.
- More clarity into the behaviors of my individual CSMs in terms of how they turn-around on our CTAs.
- Real insight into the usage of our customers, giving us the ability to respond in a really positive way.
- MUCH, MUCH better renewal process management and compliance for the entire team.
You don't need Gainsight until you've already progressed to a certain level of a CS organization - we were prospected to by them (and others) when we were too early to be ready for them, so delaying was definitely the right thing. The more accessible your data is, especially usage data, the sooner you're going to see substantial value.