Gainsight is strictly used by our Customer Success team. It enables our CS team to ensure they can properly manage all of their customers on a daily basis, from health scores, CTA's, renewals, etc. Each member of our team uses Gainsight on a daily basis. The main use cases for our team are:
1) Reporting & dashboards: Each CSM has their own dashboard that contains various information on all of their customers, from health scores, customer life stages, renewal dates, MRR, etc. This allows them to have a wealth of information on hand whenever they need.
2) CTA's, playbooks: this ensures our CSM's can stay up to date on every customer, trigger playbooks & CTA's regarding the customer life cycle and ensure customers are moving towards a successful renewal.
3) Rules Engine: automated rules that trigger a variety of tasks, such as NPS surveys, health score updates/changes, usage data analysis, among other things.