Gain more with Gainsight
Updated September 17, 2018
Gain more with Gainsight
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
We use Gainsight in Customer Success as a tool to help us proactively manage our customers. We have a mix of high touch and low touch, Gainsight helps us manage the mix. Other departments within our org utilize this to quickly check the customer temperature.
- Gainsight's use of CTAs with daily reminders allow us to trust we are not missing the little things with our customers.
- Gainsight gives you the ability to create health scores for customers that not only encompass systematic information but subjective customer temperatures as well. Giving you a true way to measure health.
- Gainsight works well with our internal systems, so we are not adding more steps to our day-to-day routine.
- I have not run into an area with usage where I think Gainsight is missing, however I am sure there are many more use cases beyond ours.
Customer Focus is our number one initiative. Each week at our Executive meetings our Gainsight dashboards are shown, our ELT is incredibly involved and supportive in making sure our customers are taken care of. Gainsight helps us provide real time customer temps to our leadership.
- We have seen an immediate impact on our success team's efficiency, our ability to automate has helped our teams focus on time with the customers.
We liked Gainsight's interface more, and the integration into salesforce was more user friendly for our teams. Ultimately this is why we selected Gainsight.
Gainsight is integrated into our CRM Salesforce, we utilize this information to feed dashboards for our executives, for finance and for our internal leader boards.
Gainsight CS Feature Ratings
Using Gainsight
15 - Sales
Technical Account Management
Finance
Customer Success
Exec
Technical Account Management
Finance
Customer Success
Exec
1 - Our CSM-Ops Analyst is our Gainsight Admin, we have sent to Gainsight Admin Training.
- Renewal Management
- Usage awareness, Up Sell/Cross Sell Identification
- Exec Scorecard
- The reporting has been a benefit to Finance
- Renewal Forecasting
- Customer Marketing
Evaluating Gainsight and Competitors
- Price
- Product Features
- Product Usability
Really we were looking for the right product to help us be Successful. Gainsight checked all the boxes for us. The focus is really on helping our teams be successful in supporting our customers.
We were pretty thorough with our process, I can't say I would change anything in that evaluation.
Gainsight Implementation
- Self inflicted process gaps
Gainsight Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
We were in the middle of a Salesforce migration and had some confusion around access and settings, Support resolved our issue and got us back on track right away. This was incredibly important as we had deadlines that would impact the overall success of the migration project. Thankfully with the amazing support, we were not progress impacting.
Using Gainsight
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- The Timeline Entries are very smartly designed and gather intelligent data points.