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

Anonymous | TrustRadius Reviewer
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.

Pros

  • 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.

Cons

  • 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!
I don't interact with the Gainsight Support Team or the CSM often, our Gainsight admins and leaders do.
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.
It's well suited for SaaS environments and harder for on-premise solutions, which is how we use it at the company I work for. It's great for notes and history keeping. It's also good for sharing of scorecards/overviews with others outside of the CSM team, but not always easy to do so.

Gainsight CS Feature Ratings

Product usage
Not Rated
Help desk / support tickets
5
NPS surveys
7
Sponsor tracking
Not Rated
Customer profiles
7
Automated workflow
Not Rated
Internal collaboration
7
Customer health scoring
7
Customer segmentation
2
Customer health trends
6
Engagement analytics
6
Revenue forecasting
Not Rated
Dashboards
5
Role-based user permissions
4
API
6
Integration with Salesforce.com
9

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