Item: Gainsight CS
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use Gainsight across our CS team and are in the process of rolling it out to a few other teams as well. It serves as our source of truth for tracking all customer interactions from the CSM team, doing success planning, and tracking customer health scores. It solves the problem of disconnected CS data and provides visibility into our engagement with customers across the org.

Pros and Cons

Health Scores.
Success Plan Tracking.
Tracking customer goals and priorities.
CTAs

Expanding integration with other SaaS companies, especially as the AI focus continues.

Return on Investment

I don’t have hard numbers to the site, but Gainsight has had a major positive increase in our customer retention, expansion, and advocacy.

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?

I wasn't involved with the implementation phase

Would you buy Gainsight CS again?

Yes

Likelihood to Recommend

Gainsight CS is well suited for SaaS and Managed Services companies looking to have a centralized log of all their customer interactions and analysis of those customers' health so that CS and AM teams can be the best champions for their customers and interactions are not happening in silos. The new AI functionality being rolled out will have a massive impact on CSM's ability to manage time and add value.

Gainsight CS - game changer for our team!

Modules Used

Overall Satisfaction with Gainsight CS