Great tool for account managers and client success managers
February 22, 2019
Great tool for account managers and client success managers
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
We use Gainsight to monitor the use of our software by clients. This helps us uncover potential upsell opportunities and, conversely, determine how likely an account is to churn. It also allows us to schedule CTAs that prompt account manager's to reach out to clients at regular intervals regarding usage and renewals.
- Visual -- at a glance you can get a complete snapshot of the account: their usage, activity, and how likely they are to churn. This provides opportunities for proactive outreach.
- CTAs -- a very well designed system that allows you to create CTAs around renewal dates, data usage, survey responses, and prospect outreach.
- Automation -- Gainsight allows you to send out automated emails based on a client's usage. It allows you to customize several different features and review before sending, which is helpful for AMs when managing a large book of business.
- No ability to filter CTAs by type.
- Parameters for setting up automated emails can be restrictive at times.
Visibility into customer accounts is extremely important for executives as it helps them project revenue, see where the product needs improvement, track potential upsells, see how the clients are segmented, and track the outreach efforts of account managers.
- Identify clients that are likely to churn and prompt the AM to proactively reach out, leading to improved retention.
- Uncovered accounts with upsell potential based on usage.
- Improved employee efficiency with CTAs.
- Increased NPS score.
Gainsight was much better than Salesforce Lightning due to the intuitive layout and user interface. Gainsight limits the number of clicks and is much more visually appealing and easy to use.
Tableau, the software product itself, and Salesforce. This allows us to get a 360 understanding of how our clients are using the product and allow AMs to be more efficient and better manage and grow their accounts.