A key part of the success of our Customer Success team (and more)!
August 31, 2018
A key part of the success of our Customer Success team (and more)!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
Gainsight is used to give us an easy to access 360 degrees view of all things customer related - from commercials, to support, to operations and more. It is used primarily by our customer success team but then to help facilitate projects and campaigns for other teams (who might not have direct access). Have this single view of the customer is a very powerful proposition that allows us from an exec level to an individual contributor (and customer success manager) level to understand quickly where a customer is in their journey, lifecycle and product usage.
- Integration (automatic or more manual - e.g. using CSV files) with other data sets (e.g. for support and product usage).
- Configurable customer dashboards - showing key stats and data relevant to that customer.
- Industry best practice information and insights.
- Flexible solution that can be tailored to our specific product and team requirements.
- Local (geographically) support services.
- More regional support and services - think beyond just the USA.
- Tailored professional services packages - e.g. self contained for small and large deliverables.
- More automated out of the box integrations.
Extremely important. Ideally through dashboards but we also export (copy) data from dashboards to present as part of our on-going management reporting (and other exec level) deck.
- Increase upsell across a number of new campaigns and products.
- Churn deep dive analysis and reporting; and improved retention.
- Tracking of customer advocates.
- Increase productivity of CSMs.
- Improved ability for proactive work for CSMs.
The following external data sources are fed into Gainsight currently:
Support cases
Consumer CRM data
Financial status
Invoicing data
Customer (consumer) feedback data
Bespoke product data
Currently no systems receive specific Gainsight data.
Support cases
Consumer CRM data
Financial status
Invoicing data
Customer (consumer) feedback data
Bespoke product data
Currently no systems receive specific Gainsight data.