Gainsight or Bust
October 31, 2017
Gainsight or Bust
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
Gainsight is being utilized across multiple functions of our business: Client Success, Support, Implementation & Migrations, Account Management, Finance, and Operations Leadership. Our initial decisions to purchase were based on improving retention of our client base, but it has quickly expanded to many other use cases. It provides standardized work flows for Client Success Managers, reporting and dashboards for leadership, a vehicle for client success qualified leads and qualified advocacy, NPS and CSAT delivery and tracking, automated lead generation for account management based off product use and account details, a more thorough client health model, and so much more. We had many of the above listed areas in place already, but Gainsight really helped to enhance and improve our results and efficiencies.
- Standardized CSM workflows is very key. It puts process and science to a role that has historically acted more like an art form. Every can now have the same reaction process for key activities with our clients.
- NPS and CSAT. We historically ran this through other tools, but we have been blown away by the increase in response rates by utilizing Gainsight, along with our abilities to automate reactions to those scores provided by clients. I can't say enough good things about this part of the tool.
- Client Health Scoring: we refer to our Gainsight version as Client Health 2.0 internally. We had a pretty basic model that stretched across all reached of our business, but that's just it...it was basic. Gainsight allowed us to easily tie together data that was nearly impossible with just SFDC without significant development efforts on our end. We also went the route of pulling all data from our applications to start watching the trending behind the scenes for other leading indicators. Our teams now have watch on a couple hundred variables that we previously had no insight into with relation to churn. It requires the most effort and planning for a business to implement, but the rewards are 100% worth it. We doubled the effectiveness of our predictive model, and we rely on this data across everything from client care, to sales, to finance, to renewals, to marketing, and so on.
- The only areas I would like to see adjusted would be around dashboards and reporting. I considered myself an expert in building reports and dashboards in SFDC, and I now rely on our Gainsight administrator for everything in Gainsight. Perhaps consider some basic options for individual users to more easily create their own.
Very important. We utilize a dashboard for our operations and executive leadership teams that focus on high risk accounts and renewals. Everyone on the operations team has a license and logs in to view accounts they sponsor for our business.
- Increased upsell via Client Success Qualified Leads. We expect to see continued growth here through supplemental, focused lead gen efforts
- Advocacy: we are in the process of rolling out initial advocacy tracking. Our expectations are that this will drive additional revenue and case studies across the business
Many within the business had looked at other tools, but other tools were not a part of the decision making process. Other applications in the space honestly aren't a comparison to Gainsight. For us, it was a matter or Gainsight or nothing. Now that we have it, we can't imagine operating without it. It is that valuable.