Item: Gainsight CS
Rating: 9
Author: Samantha Braastad

Support Rating

The support team and structure is amazing. They are always very detailed and provide a lot of context and follow-up on open issues. They are proactive when new features are released and they can see that you are struggling.

Use Cases and Deployment Scope

Our Customer Success Management department leverages Gainsight on a daily basis to have key insights into our customers health, real-time notifications of customer behavior changes, and simplify workflows for all of our CSMs.

Pros and Cons

Using rules to create trigger notification to our CSMs around customer behavior changes while associating it with actionable tasks is easy and straightforward.
Combined information from a single source makes preparing for customer Business Reviews quick and scalable.

Improved agility with product and bug releases would be huge.
Better project management abilities for large scale projects with customers would be a big win.

Return on Investment

We have seen large improvements in the ability to scale account portfolios with the use of Gainsight.

Alternatives Considered

We have not used any others but have found when shopping around yearly, Gainsight is the most robust in the space for 1:1 management.

Likelihood to Recommend

Well suited for anyone who touches the customer once they are an existing customer. Gainsight provides consolidated information on the customer in a single source of truth.

Gainsight Feedback

Overall Satisfaction with Gainsight