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Gainsight Review: "New user and happily getting acquainted with the system and its value"
https://www.trustradius.com/customer-successGainsightUnspecified8.5330101
Jo-Anne Mann profile photo
November 30, 2018

Gainsight Review: "New user and happily getting acquainted with the system and its value"

Score 9 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Gainsight

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

Going out - nothing so far
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.

Gainsight Feature Ratings

Product usage
8
Help desk / support tickets
8
NPS surveys
6
Sponsor tracking
9
Customer profiles
9
Automated workflow
8
Internal collaboration
8
Customer health scoring
8
Customer segmentation
9
Customer health trends
9
Engagement analytics
9
Revenue forecasting
8
Dashboards
9
Role-based user permissions
9
API
Not Rated
Integration with Salesforce.com
9
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated