Review of Recently Implemented Gainsight
March 14, 2017
Review of Recently Implemented Gainsight
Score 4 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
Gainsight is currently being used by our account management department. It was purchased to provide a tool for programmatic outreach and risk assessment for low touch accounts.
- Gainsight seems to excel in thought leadership for the CSM space and has a dynamic, articulate executive team.
- Gainsight displays customer information in a user-friendly format that is easily exportable.
- Tools such as CoPilot and Gsnap are helpful in creating a touch points for low touch customers.
- Health score cards are too simplistic in order for us to rely on them as a means of measuring customer health.
- It has been difficult to get meaningful customer data into Gainsight.
- The Sponsor Tracking functionality frequently turns up false positives and also fails to properly link contacts even when the correct URL is provided.
11 to 25 people
- We hope that we will be able to view customer data from 3 different sources in one place - but we are not there yet.
- We have linked several sponsors and hope to be able to manage churn and identify prospects through the Sponsor Tracking feature.
- We should be able to automate some routine tasks in the near future.
We have not leveraged Customer Success University or the Gansight user groups at this point in time. We will be sending 4 team members to Pulse this year.
I was not part of the procurement process, so I cannot speak to how Gainsight stacks up against other available alternatives.