Item: Gainsight CS
Rating: 8
Author: Verified User

Support Rating

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).

Use Cases and Deployment Scope

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.

Pros and Cons

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

Executive Visibility

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.

Return on Investment

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.

Alternatives Considered

I'm not sure what alternatives are out there (we weren't using anything similar prior to GS)

Likelihood to Recommend

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

Great for managing a large book of business!

Overall Satisfaction with Gainsight