Item: Gainsight CS
Rating: 8
Author: Donna McNamara

Overall Satisfaction with Gainsight CS

Use Cases and Deployment Scope

We used Gainsight CS to monitor our customer health - bringing together various data sources to understand our business and customer perceptions of our services. It allowed us to start to see potential issues leading to churn.

Pros and Cons

Pros

Great end user experience - the platform is easy to use for end users
Pull together data sources
Great detail on customer health

Cons

Back end of the platform is difficult to learn and use
Most support material is crowd sourced via online community

Return on Investment

Improved visibility to LT on customer churn
Easy way for account teams to organize and focus efforts on customers
Standardized measures using data as well as subjective measures

Usability

The back end is pretty complex, and training tends to be mainly crowd sourced via the community. The community is great but not always the best way to get answers.

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?

I wasn't involved with the implementation phase

Would you buy Gainsight CS again?

Yes

Other Software Used

Microsoft Dynamics 365, Sales Force Assistant

Likelihood to Recommend

It's great for managing customer health and allowing for data driven metrics, when data comes from various sources. The platform also allows you to contact customers via marketing emails that can be scheduled and customized. We were able to engage low touch customers with email campaigns. It's not an email platform though - we did have situations where our organization was trying to leverage it as an email mailing platform.

Gainsight CS Feature Ratings

Comments

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They wrote the book on customer health