Item: Gainsight CS
Rating: 10
Author: Amy Lipsius

Overall Satisfaction with Gainsight

Use Cases and Deployment Scope

Gainsight is primarily used by the CSMs in our greater Global Client Success org, but it goes beyond that and is an indispensable tool for our executive team as well. We use Gainsight primarily for insight and visibility into client health. We also use it to drive call-to-actions.

Pros and Cons

Pros

Call-to-Actions
360 Client Health
Annual Pulse Conference

Cons

Nurturing Email Campaign based on unique metrics or lifecycle of our clients
Product Roundtables or local networking events

Return on Investment

Increased employee efficiency
Better, faster client success

Other Software Used

Salesforce Communities, AppNexus, Lotame

Number of Customer Success Managers

11 to 25 people

Likelihood to Recommend

Our Client Success team has been relying on Gainsight for over three years (it was in place before I came on board at our company). It provides invaluable insight and visibility into client health for our CSMs and greater organization, creating actionable results. CTAs and reporting enable our CS team to be proactive and not reactive with their book of business. Gainsight has been very receptive to our product feedback. They've also sent our Gainsight CSM on site several times for review of the product, features, etc. with our greater team as well as help develop our long-term strategy with our executive team. Their annual conference, Pulse, in San Francisco each year, has been a real boost to my professional knowledge and networking. Highly recommend Gainsight.

Gainsight CS Feature Ratings

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Invaluable Client Health Visibility for Your Entire Org