Customer Success that SCALES with Gainsight
October 26, 2017

Customer Success that SCALES with Gainsight

Ted Malley | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

We have a great relationship with our Gainsight team. They are very responsive and always creating value when we interact.
We use Gainsight in Customer Success and our Base Sales organization as well as Technical Account Management in support. Key functions are risk management, CTA's around support escalations and pulling all of our client sources into a single dashboard.
  • Forces you to standardize your playbook and setup CTA's to execute common plays
  • Aggregates multiple sources of client information into a single dashboard
  • Grows our Customer Success team using latest trends in the industry
  • Wished it would handle my reference process instead of a 3rd party app.
  • Would love for it to handle advocacy (i.e. Intuitive)
Very important. We still have work to do to get our executive leadership team all using it.
  • Standardized the behavior of our new team at scale across the organization.
  • We have integrated it into other systems to provide a single dashboard.
New CSM team forming, new players, need to standardize behavior quickly. Need to provide simple metrics for executive dashboard.

Gainsight CS Feature Ratings

Product usage
Not Rated
Help desk / support tickets
Not Rated
NPS surveys
8
Sponsor tracking
7
Customer profiles
9
Automated workflow
9
Internal collaboration
7
Customer health scoring
10
Customer segmentation
10
Customer health trends
9
Engagement analytics
9
Revenue forecasting
9
Dashboards
9
Not Rated
Role-based user permissions
Not Rated
API
Not Rated
Integration with Salesforce.com
Not Rated
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated