Gainsight - Customer Success Efficiency Tool
March 30, 2017
Gainsight - Customer Success Efficiency Tool
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
Gainsight is used in a few different groups in my organization from account management, to client success, and strategic account management. The tool is used to increase visibility on interaction with accounts, encourage collaboration, and increase time individual time efficiency. We had to do quite a bit of customization to take the existing functionality and make it our own, but it's been well worth it.
- Gainsight provides an aesthetically pleasing view of relevant information for all of my accounts. 360 pulls in data from salesforce that I can review quickly, and access easily.
- Timeline in particular has been very useful for my team. The ability to search, pull in contacts, and organize each client interaction has been very helpful. We are looking forward to the enhancement which includes task lists on timeline.
- Success Plans have been...HUGE. It's a way for account management & strategic accounts to work together on a client's success - and create a specific plan to get there.
- Gainsight in itself is glitchy. It has a general slowness which is frustrating, and a lot of times we have to use different browsers to access certain parts of it because they simply won't open or throws errors.
- While we love the success plans- we wish that the feature would be designed to be ever living (one success plan), and for the objectives in itself to be completed... the fact that success plans ideally should be completed doesn't really correlate with how strategic accounts manage their clients.
- I wish there was a way to limit certain playbooks by role. For example if I want to pull in a particular playbook for strategic accounts, I don't need to see playbooks that belong to account management... it just clutters up my view. I'd like to see playbooks that are approved for use in my particular role.
More than 100 people
- Boost employee efficiency
- Encourage collaboration between teams
- Increase visibility on client interaction
- Increase visibility on client data
I myself haven't ventured into this area as of yet. However, my company is sending multiple people to Pulse. I would expect that I would take a ton of ideas and information back to my team from that event. I would especially be interested in a user group in my area (Northern CA). I think talking with other GS clients on best practices would be especially helpful.