Vice President, Customer Success
April 05, 2018

Vice President, Customer Success

Meredith Blanchar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

Gainsight support is incredibly responsive, knowledgeable, and friendly.
Gainsight is used primarily by the Customer Success and Services organization to gather information and analytics from our customers, identifying risks and opportunities, and ultimately allow both organizations to scale.

Pros

  • Customer 360 View. Gainsight provides a holistic view of elements of customer health including risk, adoption, advocacy, engagement, etc.
  • Customer Communication. Gainsight has a great communication engine allowing us to ensure customers receive the right message at the right time.
  • Customer Lifecycle Management.

Cons

  • The reporting functionality is not as robust as it could be.
Extremely visible and something that's required every week.
  • Improved retention
  • Advocacy identification
  • Scalability
Gainsight has more of a presence in the CSM industry and their culture was a much better match for us.
Gainsight is well suited for a CSM team looking to identify trends across their customer base in terms of adoption, concerns, and risks. Ultimately it becomes a scalability lever.

Gainsight CS Feature Ratings

10.0
Product usage
10
9.2
NPS surveys
10
Sponsor tracking
10
Customer profiles
10
Automated workflow
10
Customer health scoring
10
Customer segmentation
5
8.8
Customer health trends
10
Engagement analytics
10
Revenue forecasting
5
Dashboards
10
10.0
Role-based user permissions
10
6.3
API
5
Integration with Salesforce.com
10
Integration with Marketo
5
Integration with Eloqua
5

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