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Review: "Gainsight saves the Customer Success puzzle"
https://www.trustradius.com/customer-successGainsightUnspecified8.5330101
Colin Burns profile photo
Updated January 11, 2019

Review: "Gainsight saves the Customer Success puzzle"

Score 9 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Gainsight

We rolled out Gainsight across our entire Customer Success organization of 100+ Success Managers and leaders. We use it as the central source of truth for all customer health and activity, and reporting on both to executives across multiple departments. In short, if it doesn't happen in Gainsight, it doesn't happen. Day-to-day Success Managers use the Gainsight Cockpit to track their customer activity. We use a combination of automated and manual entries to surface activity and needs per customer. We've also begun integrating our Gainsight to pull insights from other solutions to track customer health and create tasks for our Success Managers.
  • Roll up reports across the entire organization to glean insights that can be sent to other departments.
  • Track and triage big moments in a customer lifecycle.
  • Create tasks for Success Managers to mitigate a customer heading down the path of churn.
  • The Reporting module is only intuitive if you have extensive training on it, not even for someone who works in the SaaS space or is a heavy user.
  • Creating manual tasks within CTAs can be very time consuming. It is best if everything rolls of a Playbook.
  • The email notifications come in - at best - a daily digest.
  • Got a lot of work off spreadsheets and documents
  • Moved things to a historical, reportable space
  • Surfaced insights to reduce churn
  • Not the best for an account planning scenario; tends to be best around reactive situations that you'll face with a customer.
  • Great for managing a large team with a lot of customers; handles scale very, very well.
  • Email notifications aren't ideal for on-the-spot activity, that day.

Gainsight Feature Ratings

Product usage
9
Help desk / support tickets
9
NPS surveys
10
Sponsor tracking
10
Customer profiles
10
Automated workflow
10
Internal collaboration
5
Customer health scoring
10
Customer segmentation
9
Customer health trends
10
Engagement analytics
10
Revenue forecasting
10
Dashboards
8
Role-based user permissions
5
API
9
Integration with Salesforce.com
10
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

Using Gainsight

Other Software Used

Using Gainsight

Usability

7
Creating reporting is very, very cumbersome and slow. And creating on-the-fly Cockpit actions are a bit slow and tough to use. The concept of Gainsight is amazing, but they are still improving when it comes to making it very fast, scaleable, and usable for large installs.

Usability Pros and Cons

ProsCons
Like to use
Technical support not required
Well integrated
Consistent
Convenient
Feel confident using
Familiar
Difficult to use

Easy Tasks

  • Reading the Reporting Dashboards
  • Reading the cockpit

Difficult Tasks

  • Creating reports
  • Creating on-the-fly tasks within a CTA

Mobile Interface Availability and Impressions