Overall Gainsight CS has improved our impact
May 31, 2025
Overall Gainsight CS has improved our impact
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight CS
Currently, we are using Gainsight CS to track all Customer Success activities - this includes check-ins, business reviews, and all escalations. Gainsight CS is helping us have one central location where all relevant Customer Success activities are logged. Currently, our scope is limited to CS while we continue to explore ways to incorporate how other teams work with CS/Gainsight.
Pros
- Activity tracking - the way this has been setup for us helps us capture all relevant client engagements
- Reporting/dashboards - this provides one with a one-stop shop for all metrics relevant to our CS org
Cons
- Interaction between different C360 tabs - currently some tabs feel like they exist in a silo. I would like to see things like Customer Goals and Success/Account Plans more integrated.
- Contact Management - Currently, all contacts in Gainsight CS are pulled from Salesforce. Ideally, a salesperson would need and work with more contacts than a CSM. I would like to be able to segment contacts by who they work with.
- Positive: Gainsight CS has helped us create a uniform CS process for working with our customers. It helps our CSMs (and leaders) save time that can be utilized to build relationships with our clients.
- Neutral: Our lack of Gainsight CS capability knowledge has made getting some CS initiatives off the ground.
I was not part of the leadership team that selected Gainsight CS.
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?
Yes
Would you buy Gainsight CS again?
Yes
Comments
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