Gainsight an Asset for Scaling CSM Team
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October 28, 2019

Gainsight an Asset for Scaling CSM Team

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Gainsight

Gainsight is leveraged by our team of Customer Success Managers and CS Management in order to track and manage customer health, predict and triage at-risk and/or unhealthy accounts based on key data ported related to how customers leverage our software, log important engagements with customers, track CSM activity/productivity to ensure we're at a healthy utilization rate as a team, and aid in proactive engagements with customers as our CSM team scales.
  • Gainsight is easy to integrate with other systems and allow flow of important data to and from the system. This allows us to report key metrics to business stakeholders as well as proactively gives our CSM team important information related to their customers that allows them to make strategic business decisions.
  • Customization of Gainsight makes it easy to tailor the information that different people need to see in various forms (Reporting/dashboards etc.). The interface is clean and easy to navigate.
  • It can still be tricky to get certain data into Gainsight that the team needs in order to do their jobs properly in the appropriate format. Requires manual intervention from our Customer Success Ops Manager.
  • While it allows for task managment and information storage on the account level, it would be great if we could have a team-level view where certain activities/metrics could be leveraged from an internal team standpoint.
We've had good experiences with our CSMs and Technical Account Managers. Support articles are readily available.
We are in the process of building out executive dashboards within Gainsight for our executive leadership team. This will allow us to present key data related to at-risk customers as well as opportunities tied to current customers with data relevant to this group of stakeholders.
  • More efficiency across CSM team - able to manage more accounts/higher revenue with addition and adoption of Gainsight functionality
  • Better reporting metrics with integration capabilities that give us a more holistic look at our customer base across multiple data points
  • Ability to build and store playbooks that can be leveraged by the CSM team in order to most effectively manage their customer-base
Salesforce is our primary integration.
Great for CSMs managing larger subsets of customers as well as smaller subsets. Helpful for CS management to configure in a way where key metrics and data are provided that can be reported to the business in a productive way.

Gainsight Feature Ratings

Product usage
8
NPS surveys
8
Customer profiles
9
Automated workflow
8
Internal collaboration
7
Customer health scoring
9
Customer segmentation
9
Customer health trends
9
Engagement analytics
8
Dashboards
9
Role-based user permissions
9
API
9
Integration with Salesforce.com
9