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.
More than 100 people
- Got a lot of work off spreadsheets and documents
- Moved things to a historical, reportable space
- Surfaced insights to reduce churn
Gainsight CS Feature Ratings
Using Gainsight
Using Gainsight
Pros | Cons |
---|---|
Like to use Technical support not required Well integrated Consistent Convenient Feel confident using Familiar | Difficult to use |
- Reading the Reporting Dashboards
- Reading the cockpit
- Creating reports
- Creating on-the-fly tasks within a CTA