Go with the obvious market leader in customer success
December 07, 2018

Go with the obvious market leader in customer success

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

Gainsight is leveraged across our professional services group, our customer success management group, and our sales group - primarily inside sales. The tool is our primary means of aligning those three customer-facing organizations to coherent motion to first and foremost retain customers, then, as a secondary goal, expand in those accounts. Gainsight also serves as a targeting mechanism for our customer marketing group.
  • More and more prescriptive. They've invested a metric ton in a body of content that you can leverage inside your business to evangelize customer success as a stand-alone domain.
  • Forgiving services model. While structured around an SOW, they're flexible and focused on success.
  • Community. It's rare to see a company their size spend so much time on events, but it's a rewarding investment on their part and your part - you do meet and learn from the people who are good at this, and they do a great job facilitating.
  • Prescriptive business applications ecosystem. A point of view here, and content around that, would be a huge win.
  • Prescriptive career tracks. Given customer success is a new domain, a lot of the first generation came out of customer service. The new generation is coming from other places, and forging that ground is hard solo.
Dedicated team of professionals with a depth of knowledge that is readily available; forgiving services model; executive team is open and readily available for escalations and engagement. Our account manager is aligned to our interest, low-pressure upset model. All around goodness. Probably our best vendor/partner.
Together, our leadership team - directors, VPs, C-Suite - count is 34 people. Each of them is in Gainsight or receives weekly updates out of Gainsight. Our services group conducts weekly account reviews with the front line folks. Sales receives automated triggers to direct their motion to opportune accounts. This goes into our board reporting.
  • 2-5% uptick in retention
  • $500k in additional ARR directed with GS
  • A data-driven culture
More robust partnership at each level than the alternatives were able to offer. Prescriptive approach was critical to success. The community was a meaningful value add. Overall - Gainsight's clearly the market leader, with attractive pricing, partnership, and lots of resources.
In: Each of our product lines. Salesforce.

Out: Marketo, WalkMe.

This lets us surface threats and opportunities and action them with humans and with email and in-app messaging.
When you have a lot of unstructured customer-facing motion conducted by humans a workflow engine like Gainsight makes a lot of sense and is best of breed. If you're looking for automated stack of tech touch, Gainsight plays a role but there's other tools that can fit that stack.

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 Salesforce.com
Integration with Marketo
Integration with Eloqua