Item: Gainsight CS
Rating: 10
Author: Verified User

Overall Satisfaction with Gainsight CS

Use Cases and Deployment Scope

All three of our CSM teams for various products use Gainsight CS for customer management, retention, health scores and risk management. We are trying to make seamless experiences across products which Gainsight CS helps with. Automation is key with the three instances.

Pros and Cons

Pros

Call to actions
Customization
Dashboards and reporting

Cons

Journey orchestrator
Ease of customization
Success Snapshot updates

Return on Investment

Positive - CSMs can manage more accounts with less
Positive - Digital Customer Success and a pooled management structure is much easier and quicker

Usability

Some parts work super well - CTAs, playbooks, etc, then some are more clunky - data management, JO, Success Snapshots.

Alternatives Considered

ChurnZero

Gainsight CS is more user friendly than ChurnZero on the CSM side and the UI in general is more up-to-date and easier to glean insight. ChurnZero just looks outdated.

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?

Would you buy Gainsight CS again?

Yes

Likelihood to Recommend

It's perfectly suited for our CS team to manage their books of business, but also offers insights at higher levels for execs and higher level C-suite. Our CSMs can seamlessly manage their customers with specific call outs based on risk, renewal, upsell opportunities, and more. It's a little less helpful in outbound automated emails, especially from an admin perspective. The new JO is almost unusable.

Gainsight CS Feature Ratings

Comments

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Gainsight CS

Modules Used