Item: Gainsight CS
Rating: 9
Author: Carol Keyes

Overall Satisfaction with Gainsight CS

Use Cases and Deployment Scope

Gainsight CS provides solutions for numerous challenges within our customer success organization. In the digital and scale area, where I primarily utilize Gainsight CS, we've focused on: eliminating manual CSM intervention for personalized communications, establishing data standardization for accuracy, optimizing CS workflows to reduce human error, and building hybrid automation-human strategies to maximize customer impact.

Pros and Cons

Pros

Rules engine automation
Integration with Salesforce, Snowflake and other sources
Customer Journey Email Campaign
Customizability of Company and Relationship Overviews

Cons

Surveys
Customer-facing content (presentation) generation
Association of other types of activities/CTAs to Success Plans (like risk)

Return on Investment

Reduced customer churn through early warning (risk mitigation)
Efficiency of scale through automation for reduction in labor expenses
Customer Success qualified leads to support our sales efforts

Usability

The platform's inherent usability is a significant strength. However, its high degree of customizability presents a dual-edged sword. While it allows for tailoring the system to precise organizational needs, the resulting complexity directly influences the user experience. A highly customized, intricate setup will naturally require a steeper learning curve and a greater commitment to consistent data entry and process adherence from the organization. In essence, the usability is excellent, but the complexity you choose to build in directly impacts the ease of use.

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

Likelihood to Recommend

Gainsight CS is well suited for Customer Success, Specialists, and those involved in the post sales ongoing relationship management and engagement. It is also great for managers and senior leaders in CS. It is also important for operations or business analyst roles were they are supporting CS or delivering on key CS initiatives. This can be great for foundational analytics.

Less appropriate for sales team members, product development team, support, or very robust data science activities.

Gainsight CS Feature Ratings

Comments

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Gainsight CS: The Engine for Scalable, Automated Customer Success

Modules Used