Gainsight Takes the Guessing out of Customer Success

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.

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.

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.