Item: Gainsight CS
Rating: 9
Author: Verified User

Support Rating

As an administrator, support is extremely important to me. Gainsight support is fast and helpful. Additionally, Gainsight community allows for collaboration of new ideas that I can share and management does reach out and respond to for additional information.

Use Cases and Deployment Scope

Gainsight is being used by our Customer Success team on a daily basis. It helps simplify workflows, managing day-to-day tasks and activities, as well as addressing one of our top priorities-- renewals.

Pros and Cons

Manage risks very seamlessly
Demonstrate value to our end users in terms of ROI through dynamic data
Manage expansion opportunities

Rules engine has some limitations in terms of bionic rules
Being more diverse in the way Scorecards are determined/ created-- i.e. through MDA

Executive Visibility

Executive Dashboards are very important to our organization because it helps each level of management be able to act/ address items. We have several dashboards created for each user role from CSAs, CSMs, managers, and executives. We are quickly able to develop these and demonstrate what is essential for a team to adhere to business objectives.

Return on Investment

Retention rates/ renewals
Manage risks and upsell opportunities
Identifying overall health of the account

Likelihood to Recommend

From an internal perspective, Gainsight is very useful for training and onboarding. Accounts are transferred from one CSM to another without anything being slipped through the cracks. For example, through the Timeline activity, all records of calls, emails, updates, etc. are notated within the account demonstrating visibility/ health of the account very clearly to the new CSM.

Gainsight-- Important Investment!

Overall Satisfaction with Gainsight