A great tool for scaling your Success organization.
October 23, 2019
A great tool for scaling your Success organization.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
We use it for our global customer success team. We also have view-only licenses for our AEs. CSMs use it to organize their day and track activities within accounts.
Pros
- Gainsight is a thought leader in customer success and therefore has built the functionality of the tool to reflect best practices.
- For leadership, Gainsight is a great tool to be able to scale a success organization. For example, we are able to create standardized processes or activities for CSMs, and then we can execute on those things via Gainsight as the system of record.
- For CSMs, Gainsight helps them manager their day. Things do not slip through the cracks, and the tool proactively helps them manager their account load.
Cons
- Speed of the tool - several CSMs complain it takes too long to move around in the platform. We have an open ticket and are optimistic there is a fix vs. it being an inherent issue in the tool.
It's important, and we use Tableau to visualize key Gainsight fields for our executive team when accounts are "at risk".
- We use Gainsight to improve retention and boost employee efficiency. It is the key tool in allowing us to scale globally and grow 40% YOY.
Salesforce, Qualtrics, our own product data, ZenDesk, we are about to add MixPanel.
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