Item: Gainsight CS
Rating: 8
Author: Verified User

Overall Satisfaction with Gainsight CS

Use Cases and Deployment Scope

We have several products that we use Gainsight CS for. With the newest product and CSMs Gainsight CS helps manage a large number of customers as well alert the CSM around drops in product uses.

Pros and Cons

Pros

Create actionable items for CSM to manage there day to day
High level overview for leadership to understand what is or is not happening with accounts
Reporting and dashboard creation is also extremely helpful

Cons

Some of the logic for reporting and such is not consistent, ie. reporting and rule creation are different

Return on Investment

We have created CTA to alert the CSMs when the product is having issues or when customer might be having an attack (we detect fraud transactions). This is extremely valuable.

Usability

I think it is as good as the people that manage it.

Alternatives Considered

ChurnZero and HubSpot CRM

Gainsight CS is beautiful and much more user friendly HOWEVER it does take more time to set up to have the desired impact than a software like ChurnZero.

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

For Gainsight CS to be successful for an organization I believe you need to have the resources to manage Gainsight CS. A CSM Manager on their own does not have the time needed to make the product successful.

Gainsight CS Feature Ratings

Comments

Please log in to join the conversation

Review at [...]