TrustRadius
Not sure how we managed accounts without Gainsight
https://www.trustradius.com/customer-successGainsightUnspecified8.4361101
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August 24, 2019

Not sure how we managed accounts without Gainsight

Score 8 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Gainsight

We were an early adopter of Gainsight and really didn't use it within our Enterprise business until the past year. In our last renewal with Gainsight, we engaged a Gainsight consultant to determine if their solution made sense for our Enterprise accounts. No surprise coming out of that engagement the consultant recommended we continue using Gainsight with our Enterprise clients and also worked with us on best practices to roll out to our teams. We currently use Gainsight throughout our Customer Success and Sales team. We have other departments that don't work within the tool day to day but upload their client deliverables in Gainsight so we have a proper system of record. Currently, our mid-market and scale team take full advantage of the platform and we're using the platform to about half its strengths in Enterprise. But to be fair, a large part of the delay in using Gainsight to it's fullest extent isn't on Gainsight but on our data cleanliness in Salesforce.
  • Timeline - love that you can see all of the activities that happen on an account in sequence. This has been extremely helpful as we onboard new folks into new portfolios.
  • CTAs - when dealing with clients there are so many things you need to track or deliver upon. When we were able to get our teams to fully utilize CTAs and Cockpit. It has changed how they manage their accounts for the better.
  • Success Plans - in full transparency we're not using these currently but we're about to start. We plan to use these internally as account plans and then also externally with our clients (joint strategic plans).
  • Onboarding - since we were an early adopter we weren't properly on-boarded because they hadn't built out a process. This is no longer a con because I've heard from other colleagues who have implemented Gainsight somewhere else and they were properly on-boarded.
  • They're growing so fast that people are moving all over the place. We feel like we've had to help train their team on our implementation and our overall needs.
  • More frequent engagement with our account team.
This is the area where I feel like there's the greatest opportunity for them to grow. Tailored support to our individual business goals and objectives is greatly needed but I feel we haven't gotten that from our team.
Right now, our organization only bubbles up Gainsight data to our executives on a quarterly basis. We're working on some dashboarding that will help get them in the tool more frequently or at least get exports to them for frequently.
  • Improve retention - we've definitely seen this within our mid-market and scale portfolio.
  • System of record - this is our point of truth for our clients and vitally important to our business.
  • Increase NPS - clients no longer fall through the cracks. With their automated outreach and oversight into our client engagements, we no longer feel like we've missed a client.
1) Platform usage data
2) Client ROI metrics
3) NPS surveys
Their platform works well for mid-market and scale but may be tough for some global accounts and their complexities.

Gainsight Feature Ratings

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