Gainsight Review
Updated March 17, 2017
Gainsight Review
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
Currently, Gainsight is only being used for our CSMs. However, we expect to expand that to sales (through the SFDC widget/limited licenses) and support. We are managing both our SaaS customers to reduce churn and starting to take on our on-premises customers.
- Our customer outcome manager is amazing and he ensures we are strategically lined up to meet our goals.
- Solutions architects are very knowledgeable and patient while working through the configuration.
- Gainsight is a leader at promoting customer success.
- We have been a customer for less than a year but pricing has changed multiple time during pre-sales, actual sale and now renewal making it more difficult to get the funding. I understand as a fairly new company there will be changes but hopefully not many more.
- Gainsight is a great tool but I think there is room for improvement in the Admin U/I that could improve the configuring and testing time. Example: Email templates can be time-consuming to create and test. The text editor is somewhat limited and keeping consistent font has been a problem - often with tags. The test emails from the Email Template interface do not look the same as the live sent emails from Email Assist or CoPilot Outreaches.
11 to 25 people
- Operationalizing the customer lifecycle
- Monitoring health scores allows us to proactively manage risk.
User group and Pulse are very valuable!
Thought GainSight was a bit more of a thought leader. Initially thought if it was built on SFDC it would be easier but it proved to be quite difficult with our SFDC admins (which I am not).