Long time Gainsight CS user, and I'm still a fan years later!
December 23, 2022
Long time Gainsight CS user, and I'm still a fan years later!
Score 9 out of 10
Vetted Review
Verified User
Modules Used
- Gainsight CS
Overall Satisfaction with Gainsight CS
Our Client Success team uses Gainsight CS in connection with Salesforce as our CRM. All customer communication activities are logged in Gainsight CS, account information is stored there, and we use healthscoring, success planning, calls to action, and reporting to help manage day-to-day work with customers. Additionally, we utilize Gainsight CS for automated email campaigns to our clients to support them in the best and most scalable way possible. As a leader on the team, I work with our operations team to optimize our Gainsight CS application, so it's relevant and helpful for our CSMs. I also use it to manage my day, with manager-directed calls to action and real-time reporting to track my team's performance.
- Logging customer activity is incredibly intuitive and easy for team to do and reference.
- Using the rules engine to generate CTAs for our team to intervene where needed has been helpful in automating relevant activities in bulk. We have a churn prevention program run through CTAs where Gainsight CS will notice risk criteria we've built in, then alert CSMs and their managers of potential risk concerns, like low product adoption or negative survey response, with clear next steps and actions laid out for what to do.
- More broadly, it has inspired a new mindset on our team for how to work with customers. Through working with Gainsight CS, they have become less transactional and look at accounts more holistically. Success Plans allow for this, as they create plans with customized customer goals and the tasks it will take to achieve those goals.
- Reporting: Reports are difficult to configure and customize. Don't get me wrong, the reporting engine in Gainsight CS is incredibly powerful and pretty much does anything if you have the expertise to do it. Our managers get frustrated when they can't figure out how to create their own reports, or filter existing ones to get what they are looking for.
- We are heavily reliant on our in-house Gainsight Admins. We have a full staff of them (5 in total), and they came in with outside Gainsight knowledge. Prior to hiring this team, we didn't get much use out of Gainsight CS because we didn't know how to configure and maintain it. They are crucial to our success, and I honestly think we could keep 5 more busy!
- We increase account coverage by more than 20% through the tools within Gainsight CS to generate actions for our CSMs to prioritize accounts.
- Now that we are using Success Plans, we are seeing 65-75% of customer outcomes realized within a 12-month period. This was something we weren't able to track before.
Do you think Gainsight CS delivers good value for the price?
Yes
Are you happy with Gainsight CS's feature set?
Yes
Did Gainsight CS live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Gainsight CS go as expected?
No
Would you buy Gainsight CS again?
Yes