Item: Gainsight CS
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Gainsight is being used by the CSM team within the customer success department. It allows us to track health, expirations, metrics, and activities against a client, segment, country or region.

Pros and Cons

The timeline feature allows you to create a diary within a customer's profile and you can easily distinguish what each entry is e.g call, meeting. You can also say if that call was positive or negative, how long it took and who was on the call internally and externally.
Gainsight connects back to SFDC and all activities are logged so there's no need for anyone to have access to Gainsight if they're not going to proactively be using it.
The cockpit allows you to segment your to do list for today, tomorrow, next week, month or year!

Needs an App
Needs more reporting features

Support Rating

I am the only CSM based outside of the US.

The US team has access to a CSM and support at Gainsight and I don't. There needs to be more infrastructure and support for global clients.