You Get What You Give
March 24, 2017
You Get What You Give
Score 6 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
Gainsight is used primarily by our Customer Success & Services organization. However, we also have members of Marketing, Sales, Product, Business Operations, and even Engineering using Gainsight. And our executive team. We use it to asses health/risk, create automatic CTAs based on various events or changes, track CTAs, track Sponsors, and automate some communication.
- Provide a single place to visualize customer health/risk on an individual and macro basis.
- Provide a single place for CSMs to track work.
- Provide an effective executive dashboard for head of Success.
- Adoption has been rough at times due to over-complicated CTAs. The onboarding provided little guidance in that area.
- Sponsor Tracking is very buggy.
- Success Plans do not allow for effective measurement of progress.
- Admin interface is pretty clunky.
11 to 25 people
- Better visibility into customer health
- Scale CS team
- So far we have not experienced any improvements in upsell, retention, employee efficiency, or customer advocacy due to the usage of Gainsight.
The Gainsight user group Community is very valuable. You can see/discuss product enhancements, learn best practices, network with other CS pros, learn about upcoming releases, watch how-to videos, etc. We have not yet used CSU but I'm intrigued. I sent 4 people to Pulse last year and they said it was an excellent learning venue. I'm sending 3 people this year.
The other products like Gainsight that we have used or evaluated include Preact, Totango, and ClientSuccess. Preact and Totango were more focused on data and alerts -- they were immature when we used them. ClientSuccess shows promise, but when we tried it, it was too immature and lacking in many areas.