Gainsight Sets Client Success Up for Success!
August 22, 2018
Gainsight Sets Client Success Up for Success!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
At Bazaarvoice, our Client Success department uses Gainsight to track client conversations, milestones, and health. It helps our Client Success Directors work at scale with automated outreach and CTAs to ensure clients receive the correct service level. Gainsight also makes transitioning clients from one CSD to another smooth and simple, as we can review past conversations and high impact moments easily.
Pros
- Gainsight helps managers monitor their employees' client interactions.
- Gainsight enables our Client Success Directors to manage larger portfolios without letting clients slip through the cracks.
- Tracking client health through Gainsight allows us to identify and address risk to mitigate churn.
Cons
- The currency conversions found on the Customer 360 page that pulls in from SFDC have some inaccuracies.
- Gainsight can't push data back to SFDC, so if you make an update in Gainsight, it will not be reflected in SFDC (with the exception of activities)
- The Programs and Outreaches are not as easily controllable by the end-user (CSD) as they could be.
We don't have executive dashboards set up, at this time.
- It has helped us provide great service using a one-to-many model.
- It has improved our health tracking capabilities.
- It makes client transitions seamless.
Salesforce, Marketo, GoodData push data into Gainsight. These sources help us track usage data, client outreach, and service level changes.
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