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Early days
August 22, 2018

Early days

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

Gainsight is being used purely within the CSM function. It facilitates visibility and accountability of CSM activities to the team and the C suite.
  • Allows automation of key processes.
  • Helps creation of efficient workflows.
  • Implementation time is severely underestimated.
  • Support is not 24/7.
We have had several instances where support was not available in our time zone, so responses were unacceptably slow for us.
Our CEO and CFO log into Gainsight daily to get a feel for the CSM activities and customer health - their focus is on renewals.
  • None as yet.
Customer Success - It had less functionality than Gainsight and was extremely difficult to customise. Gainsight feels more scaleable and feature rich.
Once set up it is well suited to reporting and planning of CSM activities. We did not have an assigned implementation team, despite recommendations - this was a mistake- it contributed to delays in full implementation and disenchantment with the solution.

Gainsight CS Feature Ratings

7.5
Product usage
8
Help desk / support tickets
7
7.7
NPS surveys
8
Sponsor tracking
8
Customer profiles
8
Automated workflow
8
Internal collaboration
8
Customer health scoring
7
Customer segmentation
7
7.8
Customer health trends
8
Engagement analytics
8
Revenue forecasting
7
Dashboards
8
Not Rated
Role-based user permissions
Not Rated
8.0
API
Not Rated
Integration with Salesforce.com
8
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated