Become more proactive with your Customer Success Teams
December 07, 2018

Become more proactive with your Customer Success Teams

Shawn Hilditch | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

Our Customer Success and Account Management teams use Gainsight to have a single view of the customer. We have data feeding into Gainsight from Zendesk and Jira, Zuora (financials), project management/implementation systems and our customer platform (usage). Rules are built to create period over period metrics of all of this data and alerts are created via CTAs where needed and many reports to monitor this data. We also utilize surveys and programs to keep in regular contact with our customers.
  • Great at integrating data sources and creating dashboards and C360 pages to view information
  • Automating customer outreach and customer communication
  • Enables proactive outreach and responses to positive or negative trends in usage, support or financial data.
  • The ability to create joins between data tables (MDA) could be better, today it requires rules to supplement data
  • There are numerous ways to implement Gainsight objects, takes some learning to know which way will work best
Support team is very knowledgeable and are quick to respond. Even on more difficult items they keep in regular contact to keep my apprise of the situation. Their system maintenance and incident notifications are very good.
We've created numerous executive dashboards as well as the Slack integration so that executives don't have to make the "fire drill" calls to get updates on customers before meetings or when they get calls. The information they need is readily available and allows them to have more deeper conversations with clients that they would have had before.
  • Customer retention and satisfaction have definitely increased, unfortunately due to some other circumstances the numbers don't tell that story. But we see the results in our survey data, 25% improvement year over year in NPS scores.
  • CSM have a much more strategic role with customers now, they've transition from being more Support oriented to being focused on client partnership, working on regular basis to help customer cut cost and improve operational efficiencies using our platform
  • We have a much deeper insight into how our AMs and CSMs are managing their accounts, their activities, CTAs and program reminders or tech touch emails.
Gainsight's integration tools were much better than the others. Totango has a very nice user interface, but didn't have the structure to handle our variety of customer (small to very large). Totango also required the use of other 3rd party tools as they hadn't built their own, such as surveys and outreaches.
We received data from:
  • Zendesk
  • Jira
  • Zuora
  • QuickBase
  • Customer Platform

We are not pushing data to any other system other than Salesforce at this time.

We have rules to create metrics from all of this data and our workflows, programs and CTAS are based of positive of negative changes in this data.
  • If you're managing relationships with between 25 and thousands of customers, Gainsight offers the tools to have insight into those customers and ensure you're given them the attention they need.
  • However if your SFDC or CRM system and other data sources are poorly managed, Gainsight won't fix those issues, they need to be sorted out before starting the GS implementation.

Gainsight CS Feature Ratings

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