TrustRadius
Gainsight Review 14 of 183
User Review: "Gaining Momentum with Gainsight!"
https://www.trustradius.com/customer-successGainsightUnspecified8.5330101
Bill Phillips profile photo
December 10, 2018

User Review: "Gaining Momentum with Gainsight!"

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Gainsight

Predominately addresses issues with Customer Success teams and Sales through Salesforce.

Address:

  1. Data issues
  2. Customer Engagement
  3. @ Risk Accounts
  4. Level of engagement
  5. Adoption
for starts plus more at our finger tips
  • Prepares me from an executive perspective when I am about to enter into a client meeting and I can pull up the history on my mobile app. Everything including history is at my fingertips.
  • Dashboards that allow me to see what is going on in my portfolio and allows me to be proactive and get out of the rat race.
  • Share information internally and externally to hold everyone accountable and maintain transparency.
  • Success plans can be more pleasing to the eyes and user intuitive.
  • Email automation - however we are receiving this in the next month and am excited to leverage it with timelines!
  • Being able to enter CSM assessment from the timeline and show real time in the scorecard. I believe it is coming soon!
Our CSM Kellie Capote is always there to assist with all questions. We don't use the traditional support as our ops team does.
Extremely important. Our Execs leverage our Dashboards and drill down if needed. Every once in a while a customer will call our CRO and he will look into GS and have all info at his finger tips and doesn't need to track down people.
  • Retention visibility
  • Renewals
  • Advocacy
  • Whitespace and expansion
Leader in this early stage. Reviewed many others and GS still comes out on top and their CEO Nick is extremely engaging and truly cares. He reached out personally which makes you feel heard.

SFDC, Infulitive, MS365, NetSuite and Oracle.


This data integration is very powerful and if we didn't have it GS wouldn't be useful to us. The ease of use /integration is phenomenal.

For CSMs to track all types of engagements with their customers and categorize them. e.g. Timelines. Transitions: all historical information is at your finger tips, you don't need to search through emails. I can identify action items and owners easily. Less appropriate: Success plans and workflows.

Gainsight Feature Ratings

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

Evaluating Gainsight and Competitors

Products Replaced

Yes - It was SFDC and everything was manual. no ease of flow or pertinent to CS organization

Key Differentiators

  • Product Features
  • Product Usability
  • Analyst Reports
  • Third-party Reviews
Leader in the space as it is cutting edge and Nick made the close

Evaluation Lessons Learned

We wouldn't