Great for making CSMs more proactive and getting insight into customer behavior, but you're in for a lot of work
March 17, 2017
Great for making CSMs more proactive and getting insight into customer behavior, but you're in for a lot of work
Score 5 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
We are using it primarily for our Customer Success team and to support our Sales Team during the trial process. Our Customer Success team uses Gainsight for CTAs (all events-based at the moment - new client onboard, QBR reminders - but also some performance CTAs, like an alert that their new account hasn't reached our designated "passing" onboarding score), the C360 page to support QBRs, and their client dashboard at times. Our Director of Customer Success has her own dashboard that she monitors for going over CTAs and keeping tabs on how our new clients are onboarding. We also use Copilot to send out trial nurture emails and to automate emails coming "from" our Account Executives and introducing them to our renewal managers (we automate these outreaches because lots of clients fit into this low-touch bucket).
- CTAs and other rules-based features: CTAs are great because you can query your customer data every day and be alerted if/when your customer is exhibiting specific behaviors. For instance, we have a CTA set up to alert our CSMs if their new customer is 2 weeks into onboarding and has not yet received a "passing" score for onboarding.
- CoPilot: Copilot has a lot of the same features of CTAs but you can easily automate sending emails to people who meet specified qualifications. For instance, we send an trial nurture emails from Gainsight to accounts in the trial process who are days 2, 5, and 7 into their trial.
- Usage data view on C360 page: Our team gets a lot of value out of seeing their client's usage activity over time via the C360 page.
- Too many features: I think Gainsight could benefit from focusing on a handful of key features v. trying to do everything. There are so many tabs and so many areas that I can adjust that it's often overwhelming.
- Releases: Honestly, I have to brace myself for Gainsight product releases because at least some process that I set-up which was largely "set it and forget it" stops working after a release. I lose a lot of time redoing rules I've made in the rules engine with startling frequency.
- Support responsiveness: this was exacerbated after the previous release which made sense, but support often takes a full 24 hours to get back to me and simply say they're reviewing my ticket. Whenever I have an issue with Gainsight I assume it'll take the entire week to resolve.
11 to 25 people
- Improve retention via event-based alerts and keeping our CSMs proactive
- Increase trial engagement
- Measure client satisfaction via NPS and other surveys
I do not leverage these resources. However, I went to Success Express in 2014 and found it useful.
- Tatango and Bluenose Analytics
My current business purchased Gainsight before I joined, but at my last company I selected Gainsight over Totango and Bluenose because Gainsight is the most prominent in the field, native to Salesforce, and our investors recommended Gainsight.