Item: Gainsight CS
Rating: 10
Author: Verified User

Overall Satisfaction with Gainsight

Support Rating

Our cases always get a quick response, and the team works hard to solve our challenges.

Use Cases and Deployment Scope

Our Customer Success team uses Gainsight to track customer health and their day-to-day activities with customers. We have built playbooks in the tool to address specific needs, specifically around risk mitigation. We are just starting to share more visibility into our Gainsight data with the Sales Field as well. In summary, Gainsight allows us to track and manage customer health, address churn risks, and increase visibility internally to the health of our customers.

Pros and Cons

Pros

Flexibility in constructing Customer Health Scores: from data sources, to rule-building and score weighting, etc.
Providing structure for the Customer Success team to track day-to-day activities: both system-prompted based on data, and manually-created.
Simple high-level reporting for management and executives.
Robust community of users sharing best practices, ideas and collectively solving problems.

Cons

We need to better capture what individual stakeholders at a company care about so we can manage to that. Gainsight doesn't currently provide a way to track specific goals for individual contacts, but all goals/objectives are at the company level.
Gainsight doesn't provide an easy way to share dashboards/reports with executives and leadership via email.
The implementation was a little rocky. The Success Express workshop wasn't structured in a way to allow us to get maximum benefit, and our Project Manager throughout implementation often struggled to find solutions and ideas for us.

Return on Investment

Improve efficiency of Customer Success team, allowing us to support more customers
Identify risks in customer base to employ our retention tactics
Monitor health trends and drivers at scale in the customer base

Alternatives Considered

Our alternative to Gainsight was to try to configure SFDC to do what we needed. Through our evaluation, we determined that leveraging Gainsight's expertise in Customer Success would be of tremendous value as we stood up a new Customer Success team.

Likelihood to Recommend

Gainsight is well suited if you have a strong admin who can manage the instance and get it set up. It's great for teams with traditional Customer Success and Account Management functions, and where supporting data on customers is relatively complete and clean.

Gainsight is not well suited for cases where customer data is lacking or particularly dirty, or for very small teams without administrative support.

Gainsight CS Feature Ratings

Comments

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More power than we were ready for