One of Gainsight's biggest fans!
February 18, 2019

One of Gainsight's biggest fans!

Penny Ashley-Lawrence | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Gainsight

We use Gainsight as the heart and soul of the Customer Success team. The CTAs define the day to day work of the CSMs, but we also use it to track the success of onboarding a new customer and other larger projects. It's important to us to have all of a customer's experience tracked in Gainsight to help us tell the full story of a customer. Our analytics team needs this story to better help us be predictive.

Additionally, we use Gainsight to track activity and outcomes related to the work of CSM to help understand the value of the CSM team.
  • The genius behind Gainsight is the rules engine. We pump in the usage data, along with customer information and create "if this then that" rules. The rules are very powerful and I've yet to run into something that was not possible.
  • Gainsight offers a lot of flexibility in the creation of manual CTAs, and this allows us to use to track risk and service disruptions.
  • Gainsight is a powerful platform that integrates well with other tools we use or plan to use.
  • Gainsight is not an analytics tool, but it could be. Typically, I download reports and manipulate it myself.
  • I also wish non-admins had the power to create their own reports.
I've never had a problem with support in the 3+ years that we've used Gainsight. Between support and CSMs, we always get the help we need.
This would depend on the executive, but typically, reports are extracted, combined with other data (call center, sales) and presented to executives in a presentation software. I would love for this to work better, but it's about executive adoption rather than the product.
  • Improve processes like onboarding and migrations.
  • Created more data points in the customer lifecycle to help guide CSMs and provide a story for predictive analytics.
  • Increase efficiency and time to value.
My companies both chose Gainsight before I arrived, so I was not part of that process. I have evaluated ChurnZero outside of the process and I think it's a great tool - maybe more so for smaller companies.
We bring in data from SFDC and data warehouse. I've also used Marketo data and inputs from the support case management tool. This is all critical to telling the full customer story and defining our work.
Gainsight is a powerful tool and I've used it at two companies to define the work and outcomes of CSMs. If you have a multi-product offering and need to manage the post sales experience, this tool is perfect. If you are smaller, you could live in your CRM tool until you are ready.

Gainsight Customer Cloud Feature Ratings

Product usage
NPS surveys
Sponsor tracking
Customer profiles
Automated workflow
Internal collaboration
Customer health scoring
Customer segmentation
Customer health trends
Engagement analytics
Revenue forecasting
Role-based user permissions
Integration with
Integration with Marketo
Integration with Eloqua
Not Rated