Item: Gainsight CS
Rating: 9
Author: Jo-Anne Mann

Use Cases and Deployment Scope

We purchased Gainsight so we could have a central repository for our client accounts. It gives us good metrics to report and allows us to manage accounts, upsells, renewals referrals and more. It is used day to day operationally and for senior management reporting and action.

Pros and Cons

Ability to create strategic dashboards
Centralisation for accounts and a link with Salesforce
Reporting ability

Sometimes it appears a bit clunky - not sure if it is the volume of information or it's our system at fault

Support Rating

Great support but with different regions there appear to be other priorities that can get in the way. Overall the model is very robust.

Executive Visibility

Very important and with the dashboards it allows us to give them the level of clarity required. Then if they feel necessary they can drill down.

Return on Investment

Increased upsells opportunities
More defined account health management
Better management of the renewal process
Increased throughput of tasks for clients
Quicker to identify risks and customer retention has improved

Alternatives Considered

Salesforce

Impact of Data Connectors/Integrations

Coming in:

Salesforce
Zendesk

Going out - nothing so far

Likelihood to Recommend

Gainsight is well suited to organisation that have limited users and cannot afford enterprise CRM programs
Once you get into this program you may find that the number of users that require licenses increases and you need to make sure you have thought this through in the beginning.

New user and happily getting acquainted with the system and its value

Overall Satisfaction with Gainsight