Overall Satisfaction with Gainsight
We have used Gainsight within our Customer Success Team to expand our knowledge of customer relationships, to better understand account health, and make informed decisions on what plays to run. To a certain extent, it is used outside of CS but mainly by leadership who also want insight into existing relationships.
- The layout is intuitive and easy to customize what data you want to display.
- Easy to assign different plays as needed.
- Insights can be gained at a glance by outside users within the organization.
- Very customizable but it takes a long time to configure things to a useable level for us.
- The email automation has to be connected to particular playbooks which limits how much we can use it.
- Movement within the app is a little slower than I would like.
I have only contacted Gainsight's support team a couple of times, but it was a solid experience each time. The team was responsive and the people I spoke with were very knowledgeable about the product. A sign of good support is how efficiently they move toward a solution. Gainsight didn't waste time emailing back and forth with one discovery question per email. They asked all of the right questions upfront so they could quickly get to a solution.
Executive visibility has not been critical at our company. Executive Team members can dip into account data when necessary, but it is situational and infrequent. We haven't organized specialized dashboards and I don't expect we will in the future, though I can see how it would be helpful.
- We focus on the traditional metrics of ARR/MRR retention and expansion.
- We also focus on the success and growth of recently signed accounts at 30/60/90/120 days.
- We also want to measure the efficiency of CS processes to improve scalability.
One of the biggest differences between Gainsight and ClientSuccess is in their Salesforce integration. Gainsight's Salesforce integration is fantastic but without Salesforce, the value isn't nearly the same. You really need the two together to get full value. ClientSuccess's Salesforce integration is not as good, but their v2 is making the competition a lot closer.
I have integrated Gainsight with Salesforce, Slack, Gmail, and SurveyMonkey. They have a great suite of integration options which work together well. Sometimes integrations feel very piecemeal and don't work as a unified whole, but with Gainsight it feels like your building a seamless tech solution that really creates efficiency.
I think the difference in value you will get out of Gainsight is largely dependant on the size of your organization, your desire to scale, and willingness to keep things updated. If you're a large org that is willing to devote time to configuration, this is for you. If you're a small team, I just don't think the operational benefits compensate for the amount of time you'd need to devote.