Gainsight CS for TAM
May 30, 2025
Gainsight CS for TAM
Score 9 out of 10
Vetted Review
Verified User
Modules Used
- Gainsight CS
Overall Satisfaction with Gainsight CS
I use Gainsight CS as a technical account manager to track customer communications, track actions, and collaborate with the customer success management team. I use it to add all emails, meetings, etc in there as well as have it as my checklist. I use the success planning feature to map out customer deliverables to be completed in the year for the TAM service to ensure both them and I are aligned on timelines to ensure they receive all services before the end of their subscription. This helps balance out my workload against all accounts as I can better predict when the high-effort deliverables will be done and not overlap start times.
Pros
- Ability to capture all customer information in one spot
- Gantt charts for overall success plans to map out TAM deliverables
- Automatically integrate feeds from sources to build reports as needed
- Ability to capture customer follow-up tasks so I'm not trying to capture the list of actions too repetitively (e.g. using the "Tasks" section of an entry)
- Ability to use the plugin to automatically add emails to timeline; ability to use calendar integration to automatically add meeting minutes that will sync up to Gong notes
Cons
- The ability to see tasks as subsets of CTAs - sorting my next action date is the best option I have, however it doesn't show an overview of all actions
- Ability to mark calendar entries as a CTA or "meeting" as Tasks for reoccurring calls
- Ability to capture CTAs as child CTAs for larger objectives
- Ability to schedule tasks on the calendar, or show ETA of task completion
- Show all CTAs / tasks as a Gantt chart across all accounts to better account for true worklaod
- Ability to edit account assignment on a timeline entry in case there are multiples - or even showing additional details in the plugin
- Ability to create my own playbooks for personal use rather than needing the Gainsight CS admin to create the playbooks. The ability to modify them as needed
- Not being able to search CTAs and Tasks at the same time for a view
- Integration into MS To-Do so I could use the integrated microsoft sharing features into gainsight and cut down the overhead
- Not being able to set up my own templates; only Gainsight CS admin provided templates
- The copy/paste into the email to maintain the 'paragraph' dividers
- Ability to modify a reoccurring CTA afterwards - for instance a weekly meeting changed the date, this needs to be modified individually (integrating into a calendar meeting would be better!)
- Has helped map out customer goals and deliverables to ensure that they are getting the most of their TAM service; for those who churn, it also helps provide visibility into the usage of the TAM service. Typically the TAM churn relates to inactive customers which is well documented.
- This has helped provide an easy spot to show a customer map of activities to achieve their technical objectives with the Gannt chart that can be shared, and updated by the customer. This has helped ensured that they have it completed.
Do you think Gainsight CS delivers good value for the price?
Not sure
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
Comments
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