We're happy with Gainsight however implementation is still in progress
August 22, 2017
We're happy with Gainsight however implementation is still in progress
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
Our CS team, including VP of CS, uses Gainsight happily. The biggest pain point that was resolved by Gainsight is account management in terms of (1) reacting on different changes in customer's life (2) capturing lifecycle events on time (like QBRs, pre-renewal meetings, EBRs, etc.).
- Ease of data transition from internal sources to Gainsight through different connectors.
- Smooth integration with SFDC data.
- Very sound and powerful rule engine. From a CSM perspective - clear workspace (i.e. Cockpit).
- Integrated outreach engine that Gainsight develops constantly.
- Great Community!
- Ability to pull data from Gainsight via API. Yes, it's possible to pull CSV files via bionic rules but the whole process isn't intuitive and still has limitations like no way how we can get text areas (timeline notes) from Gainsight.
- Community is great but more detailed manuals (especially for those using relationships heavily) would be of such a great help. It's so difficult to find an answer for a particular question sometimes.
- Huge dependency on SFDC admins.
Right now only the VP of CS uses Gainsight. She uses dashboards for tracking amount of time spent for customer facing activities and improvements in overall BoB health sliced and diced by segments and CSMs. We're only at the beginning of our journey.
- We significantly improved our ongoing (vs Onboarding) work with accounts.
- Our CSMs definitely became much more organized and happy.
- We managed to move from reacting to a proactive phase in working with customers.
- Totango and Strikedeck
We evaluated Totango and Strikedeck. Before Gainsight, we used Salesforce for managing CSMs BoB.