Gainsight: Baby is crawling already at 3 months
Updated February 22, 2018
Gainsight: Baby is crawling already at 3 months
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
Gainsight is being used by our customer success organization, formerly professional services, as well as executive leaders of all departments. We currently use Gainsight to consolidate all information regarding our customers and we are working in the Calls to Action so that we have more streamlined plays and timeline.
- Customer 360 when properly provided with accurate data is a huge window into the account when executives hear something about the account and they can just login to see.
- Timeline feature is great.
- We are very excited to use automated CTAs so that our CSMs now can deal with what needs to be done now versus looking for what needs to be done now.
- Documentation on Support is outdated.
- It would be good to have more best practices published in vault and community. Too many times we are having to engage our COM when we would like to be self-serve.
This is huge but it can become a negative if our users are not keeping the system up-to-date. A few times, our CEO has heard about a red customer and then has logged in and it doesn't reflect the status he has heard about around the office. This is not a product issue, but a change management issue on our side.
- In the first year, we did not focus on specific ROI metrics. Sentiment by most is that it is really helping with customer information and collaboration. Second year, we are focusing on ROI around, churn improvement and advocacy increase.