Gainsight is a powerful tool to dive in to the details on a customer and get a high-level view of your customer base
September 04, 2018
Gainsight is a powerful tool to dive in to the details on a customer and get a high-level view of your customer base
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
Gainsight is currently primarily being used by our Customer Success department, but other people can view some of the output via Salesforce. It helps us manage our customer relationships and updates.
- I enjoy using the Timeline feature to keep track of each customer I work with to ensure their success.
- I like having the CTA's readily accessible in a global view for all customers so I can gauge where I am on certain open tasks.
- The ties into Salesforce are very useful so that others in our company can stay updated on customer health.
- Shifting from Timeline to Detailed view could be better for viewing of notes and product/customer details.
- Reporting and Dashboards could be more visibly appealing and have more easily accessible information. I hear there was a new release this week, so some of this might be addressed.
- Multi-product views could be improved, and losing score card information when customers purchase multiple products is really tough to go through!
It's extremely important. We are a very customer-36focused organization. We have started sharing 360 pages with them via an Executive program and our VP shares metrics from Gainsight with them, so accuracy is important.
- Visibility across products, references, etc.
Your competitor field wouldn't let me list Salesforce as a standalone product to use. People/companies still use it for customer success management and I've used it in prior companies to in the early days. I saw an earlier version of Totango. I recall Gainsight's UI and usability to be impressive and feature full. It had more of the information we/I needed to get a full view of each customer.
Salesforce, Tenrox