Gainsight - Game Changer
Shuang Stoppe | TrustRadius Reviewer
July 15, 2016

Gainsight - Game Changer

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Gainsight

Gainsight is used by our account management team currently, but other departments have a lot of interest in adopting it as well. The solution has been a game changer in how we manage our client accounts, by providing visibility of important data points to the team. The Gainsight team has been excellent at providing thought leadership in customer success and helping us revolutionize both our mindset and process. They continue to make us look further, think deeper, with the goal of being more successful at partnering with our clients.
  • Gainsight is the leading voice in customer success. They facilitate and nurture the community discussion on everything customer success.
  • Gainsight's deployment team was incredible in educating and guiding us in the implementation process, when our understanding was very fuzzy about how we wanted to manage our clients. Through working with them, we gained a great deal of insight, and things came into focus. They are still doing it today, providing new ideas on how we enhance our customer success practice.
  • Gainsight listens to its customer community, taking input from users and incorporating their ideas into product development.
  • Gainsight's dashboard needs improvement. It's limited and not intuitive enough.
  • Roll-up reporting also needs enhancement.
  • While I cannot speak on specific ROI, Gainsight has been a great tool for us. It is well received by our users and business leaders. Our leadership team is very interested in making it available to other business units. The only reason why we haven't done that is because of the condition of our internal database still being worked on.
Gainsight is well suited for most business environments where customer success is important. It wouldn't be a good fit for a retail business where usage data collection is not consistent.

Gainsight Feature Ratings

Product usage
8
Help desk / support tickets
Not Rated
NPS surveys
8
Sponsor tracking
8
Customer profiles
8
Automated workflow
9
Internal collaboration
9
Customer health scoring
7
Customer segmentation
7
Customer health trends
8
Engagement analytics
9
Revenue forecasting
9
Dashboards
4
Role-based user permissions
Not Rated
API
8
Integration with Salesforce.com
9
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated