Item: Gainsight CS
Rating: 10
Author: Michael Worthen

Use Cases and Deployment Scope

I am the admin of Gainsight for my company, and we use it in our Customer Success organization to automate processes that free up time for our team. We have automated emails set up that go out periodically to customers that fit specific criteria, which takes that off the plate of our Customer Success Managers. We also utilize CTAs as reminders and checklists for tasks that need to be done on a daily basis.

Pros and Cons

Reporting
Automated Emails.
Task Tracking

I would like to see a little more customization with IF ANDs within Reporting, Rules, and Programs.
I would like to see Data Designer become a little more user-friendly.

Return on Investment

Positive reporting for business decisions.
Freeing CSMs through automated tasks.

Key Insights

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?

Yes

Did implementation of Gainsight CS go as expected?

Yes

Would you buy Gainsight CS again?

Yes

Usability

I think there is a lot of flexibility with Gainsight and the ability to make some simple builds that bring high value to your CS organization. Success Plans really give a great checklist and to-do list for processes such as Implementation of a product, it keeps the Imp Reps on track and allows them to see what they have completed and what they have left while tracking everything with Timeline entries. The reporting aspect and Dashboard to embed them in allows for our team to keep track of the customers they are in charge of and any information that is useful for them to see all in one place rather than having to go into multiple systems to find the info.

Support Rating

GS support is always very responsive and quick to get an answer to any question I have.

Likelihood to Recommend

Gainsight is well suited for automating email sends for specific daily tasks such as Renewals. Reporting is also a thing Gainsight does well because it allows you to utilize any and all information that is being used within GS for data points to help with engagement and usage.

Gainsight is the CS Tool that I would Recommend for any organization looking to improve automation.

Modules Used

Overall Satisfaction with Gainsight CS