TrustRadius
The linchpin to an intimate and efficient CS organization
https://www.trustradius.com/customer-successGainsightUnspecified8.4361101
John Johnson profile photo
May 14, 2019

The linchpin to an intimate and efficient CS organization

Score 9 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Gainsight

We currently leverage Gainsight across our Global Customer Success Organization. Our CS Organization leverages Gainsight to enhance our customer intimacy strategy and to manage our customer portfolios more efficiently. Our CS Organization includes around 35 FTEs globally.

Gainsight is also used by our Customer Support Organization for trasactional NPS.
  • Gainsight has an intuitive UI
  • Gainsight pairs beautifully with Salesforce
  • The Task Activity on timeline allows for efficient task management and leadership visibility on customer engagement
  • Missing a key integration to Outlook Calendars for Meetings displayed in Cockpit (or calendar function in GS)
  • Data integrations can be pricey
Our CSM is knowledgeable and engaging. The support tickets are pretty well maintained and responses/resolutions are slightly above average. We have received great value from our implementation team during the current re-implementation effort.

So far we have been very happy with the customer success, customer support, solutions engineering, and projct management teams at Gainsight.
Extremely important. One of the biggest values of GS at Flexera is the ability for our exec team to quickly review status and activity on accounts for which they are an executive sponsor.
  • Increased NPS accuracy and automation
  • Increased NPS score across business
  • CS Engagement and account activity is more visible
Gainsight is the only tool we have leveraged and we have not recently evaluated any competitor solutions.
We pull in data from Salesforce. We also connect with Eloqua for Joruney Orchestrator/marketing collaboration. We are evaluating an integration with Heap for data analytics as well as FinancialForce for project management collaboration and tracking
Gainsight works extremely well for a SFDC shop that is looking to make for a more impactful and efficient customer success organization.

I am unsure how well Gainsight would work in non-traditional CS capacities (TAM roles).

Make sure that you have IT staff that have allocated time for maintenance and administration as this can take up a large amount of time to get full value on all functionality.

Gainsight Feature Ratings

Product usage
6
Help desk / support tickets
6
NPS surveys
9
Sponsor tracking
7
Customer profiles
9
Automated workflow
8
Internal collaboration
5
Customer health scoring
7
Customer segmentation
7
Customer health trends
9
Engagement analytics
8
Revenue forecasting
6
Dashboards
9
Role-based user permissions
7
API
Not Rated
Integration with Salesforce.com
9
Integration with Marketo
Not Rated
Integration with Eloqua
6