New Customer to Gainsight
March 15, 2017
New Customer to Gainsight
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
Gainsight is utilized by our organization within our Relationship Management team, which is our more strategic client management group, as well as our Client Experience Managers (also known as CSMs in the Gainsight world). The Client Experience Managers are our heavy users of Gainsight and primarily use Gainsight to manage client lifecycle engagement. It helps ensure our CEMs are engaging on a regular cadence with our client base.
- Visually engaging UI and ease of navigation.
- Consolidation of client data in one view that is easy for our CEMs to navigate and review prior to clients' meetings and calls.
- Seamless integration with SalesForce so our users really feel like they're in one application.
- The rules engine! It's clearly built for technical resources. Not being able to utilize query functionality such as current quarter, prior quarter, this year, etc...instead of having to use what feels like a formula to calculate a date range can be frustrating. I have nightmares about # of N days from rule date.
- Gainsight Dashboard stickiness. It often causes issues with our users. Would love to see a reset to default or something that easily resets to the default dashboard filters or clear filters. This would be a huge help.
- Global Filters are the enemy....I hate having to always clone a report that really I have to rebuild just so I don't have to add all my global filters. It's just clunky.
26 to 50 people
- Improve retention
- Resolve customer issues
- Boost employee efficiency
The Gainsight Community has been a great help as the Gainsight administrator. I often search the community to review other clients' experience with functionality and for tips to optimize how we're utilizing Gainsight. I've been able to attend Pulse as a customer who just signed and had not gone live last year to this year where I look forward to attending Pulse as a live customer with more insight and knowledge to aid in my discussions and sessions.