Item: Gainsight CS
Rating: 7
Author: Verified User

Overall Satisfaction with Gainsight CS

Use Cases and Deployment Scope

We use Gainsight CS CTAs round robin across my scaled CS team. We also use journey orchestrator to send out automated emails along specific time-frames or risk triggers. If they do not book through those emails, a CTA gets triggered. We use Timeline to notate our notes.

Pros and Cons

Pros

Actionable CTAs with tasks
Customer information relevant for CSMs in one place-ish

Cons

Things end up in the C360
No Gong integration that is on the R360
Little integration with our product and Looker systems

Return on Investment

Notes and activities from all CSMs are in one central location so that helps save time

Usability

I wish JO would allow for multiple people to be on the same email.

Key Insights

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

Other Software Used

Looker

Likelihood to Recommend

It's best suited for CSMs to be able to look up account information as quickly as possible and take action. It's not where our sales team lives and that makes it difficult to have conversations with our cross-functionals.

Gainsight CS Feature Ratings

Comments

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Good for Customer Success areas of improvement for cross-functionals