More power than we were ready for
Updated January 26, 2018

More power than we were ready for

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

Overall Satisfaction with Gainsight

Our cases always get a quick response, and the team works hard to solve our challenges.
Our Customer Success team uses Gainsight to track customer health and their day-to-day activities with customers. We have built playbooks in the tool to address specific needs, specifically around risk mitigation. We are just starting to share more visibility into our Gainsight data with the Sales Field as well. In summary, Gainsight allows us to track and manage customer health, address churn risks, and increase visibility internally to the health of our customers.
  • Flexibility in constructing Customer Health Scores: from data sources, to rule-building and score weighting, etc.
  • Providing structure for the Customer Success team to track day-to-day activities: both system-prompted based on data, and manually-created.
  • Simple high-level reporting for management and executives.
  • Robust community of users sharing best practices, ideas and collectively solving problems.
  • We need to better capture what individual stakeholders at a company care about so we can manage to that. Gainsight doesn't currently provide a way to track specific goals for individual contacts, but all goals/objectives are at the company level.
  • Gainsight doesn't provide an easy way to share dashboards/reports with executives and leadership via email.
  • The implementation was a little rocky. The Success Express workshop wasn't structured in a way to allow us to get maximum benefit, and our Project Manager throughout implementation often struggled to find solutions and ideas for us.
This is an area where we still struggle. Gainsight's recent improvements on sharing are helping us out quite a bit. We have built a Customer 360 view for our executives, and we shared the slackbot (Sally) with them for quick data. Ultimately, we're still heavily reliant on Google sheets and emails to share information, but we're getting there. Gainsight has made huge strides here, but I'm excited for the next few releases to be able to really give our execs more visibility.
  • Improve efficiency of Customer Success team, allowing us to support more customers
  • Identify risks in customer base to employ our retention tactics
  • Monitor health trends and drivers at scale in the customer base
The Gainsight community page is among the best I've encountered. Users are vey active on the site. I post there often looking for ideas or recommending functionality in the product. I get lots of ideas from other users, and from Gainsight employees, and my feature requests always get a response from Gainsight. The Pulse conference is world-class. I attended in 2016 and got tremendous value from the sessions, and from networking with others in the Customer Success community.
  • DIY
Our alternative to Gainsight was to try to configure SFDC to do what we needed. Through our evaluation, we determined that leveraging Gainsight's expertise in Customer Success would be of tremendous value as we stood up a new Customer Success team.
Gainsight is well suited if you have a strong admin who can manage the instance and get it set up. It's great for teams with traditional Customer Success and Account Management functions, and where supporting data on customers is relatively complete and clean.

Gainsight is not well suited for cases where customer data is lacking or particularly dirty, or for very small teams without administrative support.

Gainsight CS Feature Ratings

Product usage
Not Rated
Help desk / support tickets
9
NPS surveys
9
Sponsor tracking
7
Customer profiles
8
Automated workflow
9
Internal collaboration
7
Customer health scoring
10
Customer segmentation
9
Customer health trends
9
Engagement analytics
Not Rated
Revenue forecasting
Not Rated
Dashboards
7
Role-based user permissions
8
API
Not Rated
Integration with Salesforce.com
9
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated