Item: Gainsight CS
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

All of our CSMs worldwide use Gainsight (GS) as their primary tool for account management. This is where they view their daily tasks, alerts on their accounts, dashboard view of their current and upcoming activities.

Our CSM team leaders use GS as well for dashboards where they monitor CSM activity, and will soon have their own flow of managers' CTA with alerts, tasks, and more.

GS helps us with the following:

Measuring KPIs for our CSMs
Scalability of our department and processes, creating standards and benchmarks for our department and the organization.

Pros and Cons

Customer Service - weekly calls with our CSM, prompt support responses, email availability by our CSM at GS.
Building flows in the form of CTAs and incorporation of elements from other systems.
Ability to store data and create trends.

Reporting - it has all the data, but the report builder section isn't so strong
"One to Many" linkage isn't supported
Some missing basic function like: creating mandatory fields in CTAs, permission levels amongst users (one user can switch into another user's cockpit).

Number of Customer Success Managers

11 to 25 people

Return on Investment

Visibility to CSMs day-to-day and the ability to monitor their performance.
Building a standard flow for all CSMs.
Creating alerts for drop in performance of paying accounts for CSMs to mitigate.

Gainsight User Community

They seem great! I attended a few webinars and like them a lot. Very professional and on point.
I wish I had more time.

I know that our SF Admin that is in charge of GS also managed to find valuable information in the community posts.

I really hope to visit "Pulse" in the future!

Alternatives Considered

Salesforce.com and Zuora

GS customer service seems the best.
Salesforce is a great tool but it isn't tailored for account management as Gainsight is
Zuora is currently only a finance system.

Likelihood to Recommend

Well Suited:

1. "Customers Tab" - most used by our CSMs. It's an interactive list of all their account, which is very helpful.

2. Rules Engine - allows to record data to create trends

3. Rules Engine - can be used for risks and alerts

Less appropriate:

1. It can't accommodate lifecycle or retention teams yet. They need to be able to set up Salesforce opportunities

Gainsight - Our Journey to Visibility and Scalability

Overall Satisfaction with Gainsight