Gainsight gives great snapshots and overviews, but suffers in detailed reporting
August 22, 2018
Gainsight gives great snapshots and overviews, but suffers in detailed reporting
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
We use Gainsight in the Customer Success organization. I am the one that loads the majority of data into Gainsight from outside sources to allow our Customer Success organization to know how our clients are doing. It allows them to know if they need to take action on a client because they are not using the product, or if they have other risks.
Pros
- Calls to action - create calls to action based on changes in user data.
- Email - emails can be automated based on rules in Gainsight to allow us to communicate based on user actions.
- Analysis - looking at data is easier with the report builder and dashboards. No need to export data to analyze it.
Cons
- Reporting is not as robust as it is in Excel - it is difficult to provide high-quality output for users.
- Calculation - only certain calculations can be done with the imported data. We cannot generate the same reports we do weekly/monthly based on what is done in Excel because we cannot normalize data.
Executive dashboards are the key, but we also do export and reporting at a higher level.
- We have reduced churn by 18% over last year.
- Employee sales leads are higher now than they were a year ago.
No data sources currently loaded. We export to Tableau and Excel for further analysis. Since all data is manually uploaded at this point, we have a person on staff dedicated to this work.
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