Client Success has a new name and it's called Gainsight.
October 10, 2017
Client Success has a new name and it's called Gainsight.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
We use Gainsight to manage our client success. Our client success managers use Gainsight to see usage data of their clients for our products. This helps them see where improvements are needed and where successes are happening. Our account managers use Gainsight to manage our renewal process as well as add-on sales. We also have our professional services team using Gainsight throughout the implementation process for new clients. Using Gainsight the way we do leads to our clients being successful in their use of our products as well as growing and strengthening our relationship with that client. Our client's success and happiness are extremely important to us and Gainsight helps us manage and measure that happiness and success.
- Gainsight provides the availability of bringing in product usage data so that we can use that data to trigger actions such a touch points and follow ups between us and the client.
- Gainsight provides to ability to create a scorecard for client health. This incorporates the data we have coming in from our product as well as data we already have within Salesforce and use this to provide a grade for specific measures that all add up to an overall client health score. This functionality has had a large impact for our organization.
- Gainsight has great customer support. When you are with Gainsight you have the chance to have a Client Success Manager as well as a dedicated Support Representative. This is awesome because your Client Success Manager helps you with the bigger pictures and addressing the business problems you want solved and your dedicated support rep helps you along the road with any technical support you need (which they learn about what you do and the way you use the system so over time they are even better at helping answer your unique questions).
- Gainsight is always releasing great updates and new product features. When updates and features do come out you can tell that they are thought through but sometimes wish they were a little more robust. It is understood that it does take time for these features to become more robust and Gainsight is really great on listening to customer feedback so needs are typically met at some point.
We have created dashboards specifically for our executives to look at. They use these dashboards regularly in evaluating growth, success, and areas for improvement. There is also a new feature where you can share a custom view of a customer account that gives the important details that executives may want to see without having to actually go into the site and look them up.
- One of Gainsight's key functionalities is called CoPilot. This product we use regularly for client communications as well as sending out NPS and CSAT surveys. Our number of responses to surveys has increased by 1500% due to the cleanliness of the surveys, ease of use in creating the list of clients we need to send the surveys out, and the unique cadence we can set the survey emails to be sent on.
- By using the data integration feature we are able to see when a client is getting close or going over their contracted user limits. With that we have an action set up to be triggered when this contract threshold is met. The action triggers a notification that goes to an account manager letting them know its time to reach out to the client. This has saved our account managers a lot of time by them not having to go run manual reports with this data in it. Instead the notification comes to them so they can reach out as soon as possible.