One of Gainsight's biggest fans!
February 18, 2019

One of Gainsight's biggest fans!

Penny Ashley-Lawrence | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

We use Gainsight as the heart and soul of the Customer Success team. The CTAs define the day to day work of the CSMs, but we also use it to track the success of onboarding a new customer and other larger projects. It's important to us to have all of a customer's experience tracked in Gainsight to help us tell the full story of a customer. Our analytics team needs this story to better help us be predictive.

Additionally, we use Gainsight to track activity and outcomes related to the work of CSM to help understand the value of the CSM team.

Pros

  • The genius behind Gainsight is the rules engine. We pump in the usage data, along with customer information and create "if this then that" rules. The rules are very powerful and I've yet to run into something that was not possible.
  • Gainsight offers a lot of flexibility in the creation of manual CTAs, and this allows us to use to track risk and service disruptions.
  • Gainsight is a powerful platform that integrates well with other tools we use or plan to use.

Cons

  • Gainsight is not an analytics tool, but it could be. Typically, I download reports and manipulate it myself.
  • I also wish non-admins had the power to create their own reports.
I've never had a problem with support in the 3+ years that we've used Gainsight. Between support and CSMs, we always get the help we need.
  • Improve processes like onboarding and migrations.
  • Created more data points in the customer lifecycle to help guide CSMs and provide a story for predictive analytics.
  • Increase efficiency and time to value.
My companies both chose Gainsight before I arrived, so I was not part of that process. I have evaluated ChurnZero outside of the process and I think it's a great tool - maybe more so for smaller companies.
Gainsight is a powerful tool and I've used it at two companies to define the work and outcomes of CSMs. If you have a multi-product offering and need to manage the post sales experience, this tool is perfect. If you are smaller, you could live in your CRM tool until you are ready.

Gainsight CS Feature Ratings

10.0
Product usage
10
8.9
NPS surveys
9
Sponsor tracking
5
Customer profiles
10
Automated workflow
10
Internal collaboration
8
Customer health scoring
10
Customer segmentation
10
7.3
Customer health trends
10
Engagement analytics
9
Revenue forecasting
5
Dashboards
5
10.0
Role-based user permissions
10
9.7
API
10
Integration with Salesforce.com
10
Integration with Marketo
9
Integration with Eloqua
Not Rated

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