Gainsight made my job so much easier.
Updated August 23, 2019
Gainsight made my job so much easier.
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
Gainsight is exclusively used by the global customer success team (about 15 people). We started using it this year to help us streamline our customer info, notes, and reminders into one platform. We also wanted the automation of reminders for outreach. It has helped us track our efforts and have more visibility into our accounts.
- Allowing for customized 'calls to action'
- Providing a lot of information about clients in one shared online platform
- Sitting on top of Salesforce so that all of the data can be seamlessly transfered
- More differentiation between 'calls to action' and timeline entries
- More options for fields in the subscription info
- Doesn't provide visibility to Salesforce users so there is a disconnect with the sales team
I think that our executives want visibility at a high level. They do not need to see the nitty-gritty work that we do on a daily basis. they are just looking at the big numbers. I have noticed that our VP does reference the dashboards in Gainsight but still heavily relies on Tableau for reporting. We are bringing in a new director, so how our executives leverage Gainsight might change.
- Boost employee efficiency
- Become more scalable - able to grow as a team because of standardized platform
- Increase quality of work because of automated reminders and built in playbooks
I have not used or evaluated any other products like Gainsight. In the past, I was using Wrike to store my client notes and use keep tabs on their onboarding process. I also synced my email to Salesforce so that the account managers could see my activity with customers. I know my managers evaluated a lot of products and ended up on Gainsight because it was the best fit for our needs.
We connect Gainsight with our own internal data sources as well as Zendesk and intercom. It is very helpful to have everything in one place so that we can understand customer health from a holistic view. It is still necessary at times to go out to the other platforms for more information, however, Gainsight is always the place I go first.
Gainsight CS Feature Ratings
Using Gainsight
40 - Only the customer success team in my company use Gainsight. Our sales ops, cs ops, and data teams helped with the implementation process. Furthermore, sales/cs enablement is involved with creating playbooks and other processes related to how we use Gainsight. I am unsure of the other teams that could benefit from using Gainsight as it seems directly related to Customer Success.
5 - Our sales/cs ops and enablement teams are the primary ones managing Gainsight. In house, we really have one person who manages it and Gainsight is his primary responsibility. He has to have an in-depth knowledge of our processes and needs. Furthermore, the data team is very involved in understanding our data environment and how we should map information over to Gainsight.
- Customer Success Manager task management
- Customer Success Manager account overview
- Manager visibility of Customer Success Managers
- We have created an integration dashboard so we can see what customers are using each integration
- We have built out EBR dashboards so we can easily create EBR decks from Gainsight
- We have integrated various tools such as delighted and intercom to pull data
- I hope we will be able to use the Gainsight app on the go
- I hope we are able to make our CTAs more relevant and timely
- I hope we are able to provide visibility to our sales team so they can also access our notes