Item: Gainsight CS
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We use Gainsight as the platform for our CSMs to work with their customer base. It provides meaningful insights and automated actions to make it easier to see which accounts need additional support, where opportunity for upsell/cross-sell exist, and general risk management.

Additionally, Gainsight offers robust reporting that helps the Customer Success Department communicate effectively with other departments and executives in order to address high level issues.

Pros and Cons

Reporting
Automation
Customer Insights

Reporting across multiple objects in SFDC
Ease of automated processes

Support Rating

Gainsight's support team may be the best support team that I've ever worked with. They are responsive, quick to understand the problem, and can usually provide a solution very quickly. While there are system limitations that the support team cannot always fix, there is a active community board that usually has some crowdsourced options for various problems.

Executive Visibility

We use the information from Gainsight to directly report to our executive team so that they can see where issues/opportunities are.

Return on Investment

Improved saves of at-risk accounts
Improved upsell opportunities
Increase ARR per CSM

Impact of Data Connectors/Integrations

Salesforce
Zendesk
Pendo

Likelihood to Recommend

If you have enough customers and ARR, you can't live in spreadsheets any more. Gainsight is useful to pull data in from different tools and bubble up actionable insights to your team. If you want to use it effectively, you should have a dedicated resource to manage Gainsight and make sure you can make changes to its data structure and reports as quickly as your business needs to change.

Good CS Platform

Overall Satisfaction with Gainsight