TrustRadius
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Review: "Optimize your CS business with Gainsight"
https://www.trustradius.com/customer-successGainsightUnspecified8.6318101
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January 11, 2019

Review: "Optimize your CS business with Gainsight"

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Gainsight

We use Gainsight to help streamline the operations and visibility of our Customer Success and People Science organizations. Our CSMs as well as our renewals and consulting teams leverage Gainsight for the most up to date customer information including what products and services have been purchased, overall health related to adoption, renewal and engagement and for NPS and CSAT survey feedback. Overall health results are shared with the Executive team on a weekly basis in a push report from Gainsight. It is the primary platform leveraged by my Customer Success organization.
  • Overall customer health scoring and tracking
  • NPS and CSAT surveys and reporting
  • Call to Action (CTA) Automation
  • Configuration can be tricky with self-service
  • Reporting and insights could be more advanced
Sometimes difficult to get a response or to get to the right expert. CSMs seem stretched thin. When we have focused attention, we make rapid progress, but if we don't have formal meetings scheduled, progress tends to be slow.
Very important. We have a weekly report that is pushed to the E-Team in order to ensure transparency in customer health and what action is being taken. The information is used to help prioritize product and engineering work as well as executive time on accounts that are at risk.
  • Centralize and streamline CS work and customer visibility; we have gained at least 20% efficiency improvements and are working toward much more by aligning with Gainsight's best practices
Salesforce, Zendesk and high level usage data. Helps pull together the full customer health picture. We do not share data from Gainsight to other systems currently.
Gainsight can be leveraged as a day-to-day CSM platform to track customer health, interactions and engagement. It is less helpful for sales or other functions. It does require focused resources to get the data integration correct, so allocation of technical resources up front is critical. A technical administrator within the customer organization is optimal for maintenance.

Gainsight Feature Ratings

Product usage
5
Help desk / support tickets
4
NPS surveys
9
Sponsor tracking
Not Rated
Customer profiles
9
Automated workflow
7
Internal collaboration
2
Customer health scoring
9
Customer segmentation
9
Customer health trends
1
Engagement analytics
Not Rated
Revenue forecasting
Not Rated
Dashboards
4
Role-based user permissions
10
API
2
Integration with Salesforce.com
9
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated