Gainsight: Nothing on the market is comparable!
October 17, 2017
Gainsight: Nothing on the market is comparable!
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
We currently use Gainsight primarily for our customer success team. We have recently rolled out the use of our Gainsight Limited Licenses to a select group in our sales department as well to help build cross-functional relationships and collaboration with our customers. Recent feature releases have also allowed us to share information from within Gainsight to the executive team without having to purchase a seat.
- Gainsight's ability to form quick and comprehensive health scoring, allows our CSMs to derive quick insights into their customers and allows them to prioritize their book of business.
- Gainsight's Cockpit allows CSMs to stay organized with their upcoming and overdue tasks.
- Dashboards and reporting allow for customization. This allows us to provide specific views for what each member of the team needs to see from executives, managers, or CSMs.
- The reporting capabilities do not always support the level of detail we are looking to achieve. There are a lot of limitations when it comes to the number of fields you can pull in, which then limits the graphical options you have.
- As an admin, there is quite a learning curve to implement and support Gainsight. It would be pretty difficult to roll out Gainsight without an admin in place. Either the implementation needs to be simplified or training resources need to be greatly improved.
Visibility into accounts is extremely important to our executive members and was one of the main reasons we decided to make the investment into buying Gainsight. Specifically when it comes to upcoming renewals or lapsed accounts, we leverage the data in Gainsight to give the executive members visibility into where an account stands pre and post renewal.
- Gainsight has allowed us to holistically understand the health of our accounts which is something we have always struggled with.
- Gainsight has also allowed us to drive CSM efficiency with the use of the tool as well as give them more insights into their BoB's with the use of customized reporting which has helped them prioritize their renewals and decrease churn.
- Gainsight has allowed us to bring together our Sales and CS department to become partners on their accounts rather than singularly managing it.
We had briefly looked at Pendo awhile back before we had decided to purchase Gainsight. Gainsight provided us more of what we needed with everything in one place. It had a more developed product for what we needed.