We can finally see with Gainsight
August 21, 2017
We can finally see with Gainsight
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
Gainsight was purchased for use by the customer success and growth & renewals account executive teams. Gainsight addressed several needs for our organization: 1. It serves as an information aggregator, pulling together key metrics from a variety of internal systems. 2. It provides proactive notification of actionable changes within our customer base. 3. It provides a framework for standardized messaging across the team. 4. It provides a platform to build automated outreach/NPS programs. 5. It helped us build customer scorecard/risk measures.
- Gainsight CTA (Calls to Action) are game changing. Having real-time notifications of actionable data is vital to our team's ability to service customers.
- The C360 Report provides a concise overview of each customer. This saves a lot of time in the meeting preparation phase.
- Gainsight CoPilot has allowed us to reach more customers with less effort.
- Dashboards & Reports are slightly hard to use. There is a steep learning curve to putting these together.
- CoPilot outreach cannot be scheduled to skip weekends.
- NPS functionality is great out of the box - CSAT is more manual to set up.
We send C360 reports to Execs prior to customer meetings. We have not leverage dashboards at the executive level yet (although we plan to).
- We can do more with less headcount by using Gainsight. Our CSMs can manage a larger number of customer because of the automation and proactive notification functionality.
- Our Growth & Renewals Account Executives receive immediate notification of accounts in an "overage" billing state. This allows us to consolidate those overages into a new contract more effectively, which saves our customers money.
- Lifecycle management has made it possible for us to be sure we are contacting customers at relevant touchpoints. This helps our customers be more successful with our tool and ensures they feel supported.