Item: Gainsight CS
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We use Gainsight to standardize our approach to client situations. Gainsight is our single data source regrouping all our customer data; this allows us to have a consolidated picture in a single environment and leverage that to build a success plan around that situation. It is also used to run automated NPS campaigns.

Pros and Cons

C360 - Account dashboard providing the complete health of a customer
CTAs - Call to action triggers on customers relevant to a particular situation during the lifecycle or a risk arising in the client journey.
Success Plans - Build a consolidated program based on tasks to make a clients journey successful

Configuration of the tool can be tricky and not so obvious.

Support Rating

Overall very good support experience, some tickets tend to take longer to resolve.

Executive Visibility

We have built in an automated reporting mechanism which provides C level executives with a weekly health status of the customer success organisation. We have also built dedicated reports per regions for the regional management.

Return on Investment

Faster client Onboarding
Risk Mitigation
Standardized operations

Alternatives Considered

Totango

Impact of Data Connectors/Integrations

Zendesk / Tableau / Litmos / Marketa / Google Analytics

Likelihood to Recommend

Gainsight is well suited when a CSM is managing multiple accounts (higher than 10) and each requires a certain degree of personalized follow up. With its automation (rules engines) you can also build into the system automated responses and triggers for your customer and/or CSMs relevant to a particular situation. Reporting for management is also a key feature that Gainsight is well tooled for.

Finally a product built by company that understands CSMs

Overall Satisfaction with Gainsight