Get fired up about Gainsight.
April 12, 2018

Get fired up about Gainsight.

Jason Metzler | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

Very very responsive support team, they have to be the best since they are the customer success company... Tickets are answered in a very timely fashion, escalations happen naturally and without us having to pester them for answers. Our CSM is always available for advice and steering of our configuration as well.
We are primarily using Gainsight within the CS org, but have begun to spread it across other departments. One example is with renewals management. We use a Gainsight dashboard to run a renewals meeting between execs, sales, product, and CS.

Pros

  • Great reporting and dashboards.
  • Our single source of truth for customer info.
  • Excellent thought leadership.

Cons

  • Administration can be complex
  • Gainsight is dependent on your Salesforce data being accurate.
We currently use three executive dashboards. One for our VP of Customer Success that has global CS performance metrics (renewals, calls to action, risks, etc...), one for our CTO to steer our weekly renewals discussion, and another for our VP of Customer Service to present to the board of directors on a quarterly basis (last one isn't 100% complete, but on the way)
  • Improved our detection of risks in an account, helping us to not be blindsided by churn.
  • Consolidated all of our notes/updates/call summaries in one place for execs, new csms, anyone in the company to reference.
  • Created a customer health scoring system based (mostly) on quantitative metrics.
  • None
NA, we didn't look at any other products like GS.
Gainsight is a very powerful tool and in the right hands can transform a CS Org and its company. Just like any powerful tool, it can be daunting to know where to go next. Gainsight have recognized this, and are helping their customers with the new elements framework, which we are very excited about.

Gainsight CS Feature Ratings

Product usage
9
Help desk / support tickets
9
NPS surveys
9
Sponsor tracking
7
Customer profiles
7
Automated workflow
8
Internal collaboration
8
Customer health scoring
9
Customer segmentation
10
Customer health trends
9
Engagement analytics
9
Revenue forecasting
8
Dashboards
10
Role-based user permissions
8
API
8
Integration with Salesforce.com
10
Integration with Marketo
9
Integration with Eloqua
Not Rated

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