The gold standard of CS platforms.
September 18, 2023
The gold standard of CS platforms.
Score 9 out of 10
Vetted Review
Verified User
Modules Used
- Gainsight CS
Overall Satisfaction with Gainsight CS
Gainsight is used to track customer engagements, create success plans, and measure the health of our customers. Initially our implementation was focused on "inputs" into the system to ensure compliance with our recommended engagement cadence. In recent years, we've shifted focus more towards outputs and leveraging Gainsight to inform our CS team on the actions they need to be taking with their customers. This is where the real value shines. If you're just using Gainsight as a management reporting tool, you're doing it wrong - CSMs and their leaders should be using this to manage their day-to-day activities.
- Easy to use UI.
- Doesn't require lots of training; lots of new hires come in with experience.
- The support we get from their account team is top-notch.
- There seem to be a lot of limitations around fields (adding/removing/renaming) that can't be worked around.
- It can feel like "extra work" for CSMs - more focus on baking its use into existing workflows.
- Integration with renewal/expansion forecasting tools.
- Allows us to identify at-risk accounts and be proactive in reducing churn.
- Easy identification of advocates for improving performance on Gartner, G2, and NPS.
- CSMs can view day-to-day use as "overhead".
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?
I wasn't involved with the implementation phase
Would you buy Gainsight CS again?
Yes