Item: Gainsight CS
Rating: 9
Author: John Johnson

Use Cases and Deployment Scope

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.

Pros and Cons

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

Support Rating

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.

Executive Visibility

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.

Return on Investment

Increased NPS accuracy and automation
Increased NPS score across business
CS Engagement and account activity is more visible

Alternatives Considered

Gainsight is the only tool we have leveraged and we have not recently evaluated any competitor solutions.

Impact of Data Connectors/Integrations

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

Likelihood to Recommend

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.

The linchpin to an intimate and efficient CS organization

Overall Satisfaction with Gainsight