Implementation Takes Time
March 14, 2017

Implementation Takes Time

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

Account Management uses Gainsight. It's intended to help us scale our business.
  • They seem to have a lot of resources directed to product development and can respond to feature requests with more flexibility than other companies.
  • The tool is ideal if you have established dashboards and practices. We have more autonomy in our positions. I rely a lot on my administrator and wish there were more access levels for much of the functionality - something more dynamic between administrator and user.
  • While our implementation is over, we are still in what I would call an implementation stage. Gainsight is powerful but takes a lot of time to configure in a meaningful way. It takes a lot of time to receive actual value from the tool.
I'm attending my first Pulse event this year.
I was not part of the purchase experience.

We use Salesforce which is somewhat similar in the fact that it has dashboards and reporting. I'm able to do a lot more in Salesforce without having to invovle the Salesforce admin. It's more empowering at this time.
You need to be able to feed data into Gainsight in a meaningful way. This generally requires APIs or a dedicated resource to administer the tool. It's best to consider this when determining whether to purchase the tool. If you are unable to feed appropriate data to Gainsight you are likely not getting the most value out of the tool.

Gainsight CS Feature Ratings

NPS surveys
Not Rated
Sponsor tracking
2
Customer profiles
4
Automated workflow
7
Internal collaboration
Not Rated
Customer health scoring
Not Rated
Customer segmentation
Not Rated
Customer health trends
Not Rated
Engagement analytics
Not Rated
Revenue forecasting
Not Rated
Dashboards
Not Rated
Not Rated
Role-based user permissions
Not Rated
API
Not Rated
Integration with Salesforce.com
Not Rated
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated