Gainsight is a great way to improve the daily lives of your CSMs!
August 30, 2018

Gainsight is a great way to improve the daily lives of your CSMs!

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

Gainsight is being used by the Customer Success team within my organization. We leverage our customer data to manage at-risk customers and grow the lifetime value of our healthy customers. Our Customer Success Managers can be proactive instead of reactive to their books of business. The reporting capabilities provide insight into our customers and we can design them specifically for our CSMs, Management and Executives.

Pros

  • Customer Health scoring is used to evaluate the health of our customers and drives proactive efficiencies for our CSMs
  • Tech Touch assists in automating outreaches.
  • Dashboards provide valuable reports to our team.

Cons

  • Gainsight Support needs to improve their documentation from an Admin perspective.
  • Gainsight to SFDC linking needs to be enabled for MDA data, not just SFDC objects.
  • Success SnapShot needs to have more fonts, formatting options for PPT.
Gainsight Support is great! They go above and beyond to work toward a resolution or answer questions.
It is very important for our Execs to look into customers in the case if the account is at risk and viewing their health/account overview.
  • Tech Touch automation for our smaller customers.
  • Improved customer health scoring.
  • Help automate our CSMs workload.
Was not involved in the selection process.
SFDC and our data warehouse.
If you are looking to utilize your customer data to better understand your customers then it is for you.

Gainsight CS Feature Ratings

Product usage
Not Rated
Help desk / support tickets
Not Rated
NPS surveys
8
Sponsor tracking
7
Customer profiles
9
Automated workflow
8
Internal collaboration
8
Customer health scoring
9
Customer segmentation
8
Customer health trends
8
Engagement analytics
7
Revenue forecasting
8
Dashboards
9
Not Rated
API
Not Rated
Integration with Salesforce.com
10
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

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