Item: Gainsight CS
Rating: 4
Author: Verified User

Overall Satisfaction with Gainsight

Use Cases and Deployment Scope

Gainsight is currently being used by our account management department. It was purchased to provide a tool for programmatic outreach and risk assessment for low touch accounts.

Pros and Cons

Pros

Gainsight seems to excel in thought leadership for the CSM space and has a dynamic, articulate executive team.
Gainsight displays customer information in a user-friendly format that is easily exportable.
Tools such as CoPilot and Gsnap are helpful in creating a touch points for low touch customers.

Cons

Health score cards are too simplistic in order for us to rely on them as a means of measuring customer health.
It has been difficult to get meaningful customer data into Gainsight.
The Sponsor Tracking functionality frequently turns up false positives and also fails to properly link contacts even when the correct URL is provided.

Return on Investment

We hope that we will be able to view customer data from 3 different sources in one place - but we are not there yet.
We have linked several sponsors and hope to be able to manage churn and identify prospects through the Sponsor Tracking feature.
We should be able to automate some routine tasks in the near future.

Alternatives Considered

I was not part of the procurement process, so I cannot speak to how Gainsight stacks up against other available alternatives.

Gainsight seems to be well suited for companies who can dedicate a resource solely to the administration of Gainsight. For more resource-constrained companies, it is difficult to make progress with the tool. Additionally, in order to be successful with Gainsight, you need to have a clear vision for what to prioritize in terms of features and functionality and need significant IT resources, or funds to hire Gainsight, to do the data work necessary to see an ROI.

Gainsight CS Feature Ratings

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Review of Recently Implemented Gainsight