Gainsight -- We really like you
December 03, 2019
Gainsight -- We really like you
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
Gainsight is used by a variety of departments at my org including Sales, Client Success and Client Implementation. Gainsight addresses support and monitoring of client life cycle, success plans, progress and client risk.
- Love, love, love the Timeline feature for my Client Success team -- meetings notes, collaboration etc...awesome feature
- Very detailed support site and online community
- CTAs have been a lifesaver for our Implementation Specialists that work with large numbers of clients.
- Success Plans have been instrumental in supporting our higher-tiered clients without creating duplicate work for our Success Managers.
- Ability to print Success plans is severely lacking.
- Printing survey results is bulky and not user-friendly.
- Clearly understanding the Gainsight nomenclature (CTAs, Objectives, Playbooks, etc.) and how they relate to the system's internal structure was difficult for someone not super involved with the back-end of the system.
Executives at my org use the dashboards daily to measure client health and Client Success team KPIs.
My executive sales team uses the account health weekly to target clients at risk and to assist with the build of Risk Mitigation plans.
Our executive team is very engaged with CSAT scores that are collected via the Gainsight tool. CSAT will continue to be a top priory for 2020 and will continue to be measured via Gainsight.
My executive sales team uses the account health weekly to target clients at risk and to assist with the build of Risk Mitigation plans.
Our executive team is very engaged with CSAT scores that are collected via the Gainsight tool. CSAT will continue to be a top priory for 2020 and will continue to be measured via Gainsight.
- Boost employee efficiency particularly with our high volume Implementation Specialists
- Measure and track NPS for CSAT
- Track associate KPIs
N/A We have not (as far as I know) used other products like Gainsight, the closest has been Salesforce as a CRM
Data sources include our language-learning products/platforms, external surveys, email templates, and our Salesforce CRM
The data flowing to and from Salesforce is an absolute necessity for our client base information. We also track all client communications and meeting notes for our sales team's information. Our workforce is primarily remote so the collaboration is a vital part of our workday. The data flows from our products/platforms feed our health scores and drive CTAs for risk mitigation plans.
The data flowing to and from Salesforce is an absolute necessity for our client base information. We also track all client communications and meeting notes for our sales team's information. Our workforce is primarily remote so the collaboration is a vital part of our workday. The data flows from our products/platforms feed our health scores and drive CTAs for risk mitigation plans.