End user review of Gainsight
September 25, 2019
End user review of Gainsight
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
Gainsight is used by the Customer Success organization to capture and display customer adoption data as it relates to various products. Its use addresses the problem of understanding customer engagement in products with the goal of improving product marketing efforts as well as optimizing future product design and features.
- Charting/graphing/reporting - lots of options to create visualizations.
- Report Builder function - again, many options to choose from, relatively easy to use and quick to see output.
- Logical and pleasing UI - easy to follow and find what you're looking for.
- Playbook creation from template was a bit complicated and not easy to understand - more robust capability and better documentation of the feature would be useful.
Executives here focus on customer health scores and trends. Within Gainsight, the functionality that enables this focus are things like Report Builder function which allows ad-hoc report/chart/graph creation. Ultimately those resulting charts are usually placed on dashboards, some of which are created for the customer success organization as a whole and others that are created for executives specifically.
- Focus customer engagement efforts on highlighting the relevant features of a product to increase retention.
- Support ongoing satisfaction with the current products customers have in order to facilitate expansion in the future.
- Increase efficiency by focusing Customer Success Manager efforts towards customers whose engagement is lower.
Salesforce account data and product telemetry data are connected to Gainsight.
The amount of data being used for Gainsight is such that data updates can only be made weekly due to volume and processing time, as well as metric and health score calculation and validation efforts.
The amount of data being used for Gainsight is such that data updates can only be made weekly due to volume and processing time, as well as metric and health score calculation and validation efforts.