Getting To Know You...
March 17, 2017
Getting To Know You...
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
Gainsight is used by the client experience management team to alert and track client engagement. It also provides a client health score which we monitor to identify potential retention risk. We use the dashboard to quickly view key metrics related to overall client health. For team members who manage large portfolios of clients, Gainisight helps to insure that all clients receive a consistent level of engagement.
- Dashboard provides a snapshot of key client metrics in one view.
- Calls to Action (CTAs) allow us to track and measure client engagement across our entire client portfolio and quickly identify clients who may need attention.
- Integration with SalesForce (SF) is key as SF is used throughout our organization.
- We have been able to create CTAs that allow us to engage with clients at key times in their lifecycle such as prior to a software upgrade to determine their readiness. This has allowed us to better schedule our resources and prevent projects from being canceled at the last minute.
- Flexibility around reporting.
- Challenge with tracking CTAs based on due date versus closed date.
- Not always intuitive so have to carefully manage how team is closing CTAs.
11 to 25 people
- Identify client readiness for upgrade/install projects
- Validation of client health ratings
- Insure all clients have a consistent engagement experience
We attend Pulse and find it very informative and energizing.
We did not evaluate any other product.