Item: Gainsight CS
Rating: 8
Author: Verified User

Overall Satisfaction with Gainsight CS

Use Cases and Deployment Scope

We leverage Gainsight CS to organize, scale and create a more proactive Customer Success program within our organization. Gainsight CS allows us to have a more holistic view of our CSM's portfolio, helping them organize their day and improve our customer experience.

Pros and Cons

Pros

Health Score
Activity Tracking
Call to Action
Account Planning, Journey Mapping

Cons

Product and Relationship mapping
Ease for admins to roll-out new features in large company
Build out of CTA programs, that can be adjusted to customer or CSM need

Return on Investment

Proof of CSM engagement
Risk factor identification has been positive
Ability to build dashboards for executive readout

Usability

Gainsight CS is built for Customer Success and is a prime tool for use.

Alternatives Considered

Solely use Gainsight CS, and Salesforce.com. No other tools used.

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?

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

Best suited where customers require constant contact and have configurable products. Less appropriate for some low complexity customer setup, or non-saas.

Gainsight CS Feature Ratings

Comments

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Gainsight CS is the tool for CSMs