Item: Gainsight CS
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We currently use Gainsight as a method to track customer engagement and identify risks as well as account health scoring. Using Gainsight allows us to integrate insights we have with the customer into our SFDC environment and notify a wider audience of potential account risks and categories. Overall, the tool provides a comprehensive method to tracking account engagement and risks.

Pros and Cons

Ability to search through all engagement notes
Ability to ensure that all accounts have reportable stakeholders at each customer
Ability to market and mass email customers about important information

Would love to see a Gainsight OPs/Admin checklist that guides CS Ops team through specific pieces of information needed to execute specific playbooks (best practices)
When creating reports, sometimes it's difficult to find the correct variable that you are looking for as it's nested under various categories
Would love ability to "heatmap" specific individual customer engagement based on CSM inputted customer contacts at meetings
Would love to see more analysis on engagements - how often, how frequent - built into the product

Return on Investment

High return on investment in being able to socialize and share risk points as well as notes
Makes it easy(er) to spot risk in accounts before it gets out of control

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?

I wasn't involved with the implementation phase

Would you buy Gainsight CS again?

Yes

Other Software Used

Clari

Usability

Gainsight is immensely powerful if you have the correct implementation team and put a lot of effort into setting up your customer journey and engaging with either the Gainsight implementation/consulting team or an outside consultant. They are a wealth of knowledge when it comes to best practices and can help you shape your program towards industry standards. That being said, the learning curve is steep and it requires a FTE to implement and manage long-term. There are so many features that stack upon each other and it requires CS management to have a great amount of rigor/oversight/reporting capability to keep up with. I.e. if you want to do mass email sends it requires specific entries into the people section by CSMs at the account level - if something is missing or incorrect, those sends don't happen.

So the features are there, but it requires the "right" organizational and leadership model to implement very successfully. Even without implementing everything there is still a great deal of ROI inherent in the product.

Likelihood to Recommend

Well suited for: consolidated and organized note taking tracking stakeholders contact information if properly configured - identifying and categorizing risk categories less appropriate setting up customer journey takes quite a bit of work to implement and make use of - want best practices baked into the product - "customer journey wizard" reporting is robust but clunky to set up reports and get meaningful data

Social and Spot Risk before it overtakes you!

Modules Used

Overall Satisfaction with Gainsight CS