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Gainsight Review: "Great for managing a large book of business!"
https://www.trustradius.com/customer-successGainsightUnspecified8.6317101
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October 31, 2017

Gainsight Review: "Great for managing a large book of business!"

Score 8 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Gainsight

Our previous CSM was very engaged & helpful - overall seems like there is some great support but not a ton of followup on the action items, and it can take awhile to get movement when there are issues that aren't deemed critical (e.g. sponsor tracking doesn't work).
Gainsight is primarily used by the Customer Success team, however other teams are increasingly utilizing the platform--and the information that we collect is used throughout the organization. We leverage Gainsight as our central dashboard (within Salesforce) to track and manage our customers--including our interactions, their use of our product, feature requests, relationship notes, and more. This level of detail is helpful both for executive visibility, as well as information that others can refer to in getting up to speed on a new account or understanding trends across our account-base.
  • Provides turnkey analytics on customer usage of our products.
  • Alerts when usage has dropped
  • Manages NPS surveys and responses
  • Timeline for tracking activities & cockpit for task management
  • Sponsor tracking doesn't work properly
  • Somewhat manual (requires a lot of inputs directly from users--and setup on backend)
  • Date range on usage reports (can only change greater than or less than)--and need to update when you pivot to a new report
Very important - executives look at this information regularly as we're forecasting our revenue; also management frequently reviews the progression of events in understanding account health trends or trying to figure out what we could have done differently.

NPS surveys are part of our compensation plan & our product team reviews the feature requests on a quarterly basis to prioritize product roadmap.
  • Since implementing Gainsight, we have decreased churn and increased net retention. This was also bolstered by updates to CS management but Gainsight was certainly helpful in driving the vision.
  • We've become much more process-oriented in our approach to renewals - less reactive and we start planning ahead of 90Days
  • We've segmented accounts more & helped sales to craft an ideal customer profile based on churn trends.
I'm not sure what alternatives are out there (we weren't using anything similar prior to GS)
Gainsight is great for tracking call/interaction notes (would be great if you could edit a call to an interaction w/o having to delete).

It's helpful in preparing for business reviews or checkpoints with customers; proving out the value of our relationship & showing the progression of account health.

The Gainsight Sally Slack integration is good for execs but not many other uses

Gainsight Feature Ratings

Product usage
7
Help desk / support tickets
Not Rated
NPS surveys
9
Sponsor tracking
1
Customer profiles
8
Automated workflow
7
Internal collaboration
4
Customer health scoring
7
Customer segmentation
7
Customer health trends
7
Engagement analytics
7
Revenue forecasting
5
Dashboards
6
Role-based user permissions
Not Rated
API
Not Rated
Integration with Salesforce.com
9
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated