Item: Gainsight CS
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

I use Gainsight everyday to review my book of business of 17 global enterprise customers who use our platform. There are integrated dashboards from Plateau that show usage of the platform, helping me determine how healthy the account is. There are also native dashboards within Gainsight that indicate if I have CTA's, who is due for a Business Review, what has been accomplished with accounts and playbooks if actions are needed to help drive engagement and adoption.
I also log activities in Gainsight relating to meetings, phone calls, chats, Strategic Business Reviews and more. The Gainsight Assist plug-in to Google Mail is also very helpful so that I only have to check the box and the email is registered as an activity.

Pros and Cons

Logging activities
Dashboards on usage
Dashboards on personal activities relating to accounts

Looking for more integrations into Chat tools to log Chat activities
Gainsight Assist plug-in seems to break regularly
Sometimes it runs slow

Return on Investment

Getting in front of trouble customers to try and drive engagement
A source of truth for other CSM's taking over an account to see activity and trends
A helpful tool to show customers their activity

Alternatives Considered

Totango

Gainsight has always been the leader in the industry, in my opinion. While a lot more expensive that their competitors, the tool seems to have a better UI and functionality that support the CS organization. My prior employer had a very good implementation of Gainsight and it's a tool I used every day. Some from the Sales org also wanted access based on the great data I was able to monitor from the tool. When talking to customers, the graphs and trends helped me tell a story of activity that was very helpful.

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?

I wasn't involved with the selection/purchase process

Did implementation of Gainsight CS go as expected?

Would you buy Gainsight CS again?

Yes

Other Software Used

Workday Human Capital Management, ServiceNow Customer Service Management, Jira Service Management

Usability

I give it this score based on the implementation at my current employer. I don't know if it could be higher based on if the implementation went better, or if there is something on the vendor side that could help. If this were asked at my previous employer, I would have given it a score of 9 or 10.

Likelihood to Recommend

CSM's need some tool to help them track their customers, automate CTA's (especially for those in a one-to-many, Scaled CSM role) and dashboards to see what has been achieved with accounts, in addition to holes where more needs to be accomplished. Gainsight is also a tool that can be used to CYA so that when Sr. Management is asking about churn mitigation or why there are issues with an account, the documentation in the tool documents the efforts made by the CSM.

Gainsight CS - Still the best CSM Tool Out There

Modules Used

Overall Satisfaction with Gainsight CS