Gainsight - Great for Operationalizing Customer Lifecycle
November 03, 2017
Gainsight - Great for Operationalizing Customer Lifecycle
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
Gainsight is currently used by our Customer Success team(s) and our Customer Marketing team. Gainsight allows us to operationalize our customer lifecycle by enabling us to define key touchpoints and assign tasks to CSMs as well as segment and automation lifecycle communication.
- Integration with Salesforce to allow our teams to follow-up based on activity and renewal history and easily update Salesforce records
- Reports that give a quick glance at renewal pipelines and account performance
- Segment customer email campaigns based on account activity and history
- Co-pilot (email) reporting
- Email builder and template creation
- Email assist feature (playbook creation)
Visibility into customer accounts is paramount for executive at our organization. Executives review and send performance and renewal dashboards out to the Customer Success organization on a weekly basis and base many of their forecasting and resourcing decisions based on these reports.
- Upsells through email segmentation and lifecycle marketing
- Retention through renewal playbooks and automated communication
- CSM efficiency through playbooks, CTAs, and reporting
- Intercom
We are currently evaluating Intercom in addition to Gainsight for customer marketing for non-managed accounts. Intercom provides much more robust customer communication tools (in-product messaging and chat, email branching logic and segmentation, app support), but we would still use Gainsight to manage our CSM workflow and manage 1:1 communications to our customers.