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Review: "Gainsight Takes the Guessing out of Customer Success"
https://www.trustradius.com/customer-successGainsightUnspecified8.6318101
Eve Belanger profile photo
November 27, 2018

Review: "Gainsight Takes the Guessing out of Customer Success"

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Gainsight

Gainsight is being used today primarily by the customer success team. We also have users that sit in leadership and some key stakeholders within the sales organization. For CS, we use Gainsight to give us proactive insights and suggested tasks to serve our account base. We also rely on it heavily to provide each customer with a health score using data from our application, Pendo, Nudge and our BI. We have weighed out the data coming into Gainsight from these applications to provide us with a holistic view of active relationships within the account (to avoid being single threaded), adoption and value realization. These data points inform our overall health score, which I can confirm give us an accurate view into which accounts are at risk and also helps us identify opportunities. The CS360 is invaluable to our team. This is where we will go to prep for a customer call, capture meeting notes/risk/opportunities in the Timeline. Our usage of Gainsight has helped make us a very high functioning team.
  • Health Score 2.0 - being able to bring in data points from different technologies to gauge health of a customer and of our customer base
  • CS360 - A consolidated view into all important areas of an account - from contract details to health to usage stats
  • Timeline - Finally one place to capture notes pertaining to an account/customer.
  • Maintaining integrations, it can be tricky to pinpoint where an issue may lay (within the data coming in, within Gainsight, etc)
  • It would be great to have warnings - like say if a SFDC admin changes a field that we bring into Gainsight that could potentially break something - it would be nice to have a warning email notification
Our CSM is great! From a support standpoint, there has been an improvement. In the past, sometimes when connecting with support for an issue it seemed as though they didn't have any insight into our account/workflow/integrations. This has improved though.
Extremely important for our executives to have visibility into an account. Our executives meet regularly with executives in our customer accounts and visibility into the information Gainsight holds is very important. They all use Gainsight Sally quite a bit on the road for quick insights. Gainsight is also very helpful during conference season when running into a customer unexpectedly and needing a quick download on what has been going on with the account recently.
  • Gainsight has helped us achieve our quarterly renewal targets consistently for the past 2 years
  • Gainsight has helped us achieve our upsell targets quarterly
  • Gainsight has helped us know our customers - which is actually one our team's values.
I have not evaluated any other similar products
SFDC, Pendo (for usage insights), Gooddata - for feature usage insights, Nudge for relationship data. All flowing into Gainsight.

We also populate the CS360 as a widget in SFDC.
Gainsight is well suited for anyone teams which have a large customer base. This is the only way to keep track of touch-points being due, renewal dates or any risk with the account (Cockpit/CTAs are great for this).

Gainsight Feature Ratings

Product usage
8
NPS surveys
10
Sponsor tracking
8
Customer profiles
9
Automated workflow
9
Internal collaboration
9
Customer health scoring
10
Customer health trends
10
Dashboards
10
Role-based user permissions
10
API
9
Integration with Salesforce.com
9