First 6 months with Gainsight
November 30, 2018
First 6 months with Gainsight
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
We are using Gainsight globally within our Customer Success Management and Account Management functions. It is designed to address all classic CSM requirements, fundamentally to operationalize and standardise our methodology to support growth.
- Very deep integration possibilities with SFDC allow highly sophisticated business logic and rules to be constructed.
- Pulling together of lots of disparate sources of information into a unified view is a substantial time saver and allows clearer 'big picture' context.
- Creation of dashboards that present lots of reports in a single view allows for quick analysis.
- The Program feature is complex to manage and counter intuitive in certain areas. A simple revision requires the whole program to be cloned and a new version created.
- Greater customisation around the report presentation would be useful, such as the colours used - sometimes it is hard to see.
- Better slicing and dicing around NPS (by region, team, etc) as far as NPS score is concerned. Out of the box you just get a global value.
We typically produce executive packs based off of the data from within Gainsight, not necessarily so much that executives are accessing Gainsight directly, outside of our Customer Success Group function.
- Our NPS has increased, both in terms of collection volumes and the average score.
- We've also improved the general quality of our data within our CRM as we're able to spot inconsistencies and gaps much easier.
- Our CSMs have expressed greater levels of satisfaction in being able to manage their portfolio.
SFDC, bi-directional data flows.