Get fired up about Gainsight.
April 12, 2018
Get fired up about Gainsight.
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
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.
- Great reporting and dashboards.
- Our single source of truth for customer info.
- Excellent thought leadership.
- 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.