Does not disappoint!
March 15, 2017
Does not disappoint!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
Our team uses Gainsight to manage customer success activities throughout the lifecycle of our software deployments. It allows our team to stay coordinated, identify and manage risks across our company and communicate with our customers. We also use Gainsight to standardize many of our internal and external processes through the use of playbooks. Our executives value the transparency that it provides for our portfolio.
- Through use of the scorecard feature, Gainsight allows us to manage risk across many complex enterprise deployments.
- Via playbooks, it has allowed us to standardize our processes and automate many key activities for the team.
- With the integration into Salesforce it has allowed our customer success and sales teams to collaborate more effectively.
- We're satisfied with our Gainsight purchase and don't see any areas for improvement worth noting. Our team frequently comments on the community and feel like we're being heard.
11 to 25 people
- Gainsight has helped us boost retention by 5%
- Gainsight has helped us boost employee efficiency by allowing our CSMs to grow account load by 40%
- Gainsight has improved inter-company risk management processes thus allowing us to get ahead of critical customer issues.
Our CS operations team uses the community extensively to gain ideas, learn best practices or identify product features that can help our business. The response and support from both Gainsight and community members are a reason that we continue to use the community as a trusted reference source. We haven't use Customer Success University yet. Some of our team spent some time at Pulse last year and gave it very high marks for the value of the content and sessions.
As part of our software evaluation, we looked at Totango and Natero. Gainsight's deep integration with salesforce, community support, and product feature set was eventually what led us to procure from Gainsight. Their team is committed to customer success and as an organization just starting out with that discipline it was important to have resources that we could learn from.