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 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
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