A Must Have for any Customer Success Organization (and more)

Gainsight is not only used in our Customer Success organization, but also cross-functionally as well. We use Gainsight to provide historical data on all our merchants (High Touch, Low Touch, and No Touch). We use it for many different functions, some of them being sending out mass email campaigns, sending out all types of surveys (NPS, various CSAT). Some other teams that utilize Gainsight are Product, Implementations, Account Management, and Customer Marketing. We have developed Gainsight to be our tracking platform for a lot of our campaigns, as well as a platform where anyone on other teams (who have a license) can view responses or view historical data on a merchant, such as updates that have been inputted by the CSM's in the past, or emails that have been logged, etc. Gainsight is a great tool-- if not for it, we would essentially be using a notebook, or a very cluttered excel spreadsheet for each client. Being able to log all kinds of updates (email, call, meetings) and assigning action items directly to users who are involved is a very seamless process, and Gainsight has helped us with that. It has also helped us with providing daily alerts based on usage data to help CSM's be notified whenever there are spikes or negative trends with our customers.

It is very very very important. In our organization, we have dashboards for all our CS managers, which gives them a complete overview of all accounts' health, as well as profitability, losses, etc. It also gives an instant idea of workload based on open tasks that are created either automatically or manually by CSM's on the team. We also utilize Gainsight for weekly at risk meetings, for which we utilize features within Gainsight to assign tasks to people including executives.

We push all our usage data into Gainsight using amazon s3 connector. It is pushed on a 2-hour interval basis, and from that we currently aggregate the data within Gainsight. In a perfect world, we would like to have it be calculated outside of Gainsight for the data to be identical across the board. We also push our health score data into redshift, which is then reported on in other BI tools we use. It is a key element in our workflow because this is the data that we base all our automated CTA's from. Without this, it would be very hard to receive notifications about usage data regarding our customers.