A key part of the success of our Customer Success team (and more)!
August 31, 2018

A key part of the success of our Customer Success team (and more)!

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

Gainsight is used to give us an easy to access 360 degrees view of all things customer related - from commercials, to support, to operations and more. It is used primarily by our customer success team but then to help facilitate projects and campaigns for other teams (who might not have direct access). Have this single view of the customer is a very powerful proposition that allows us from an exec level to an individual contributor (and customer success manager) level to understand quickly where a customer is in their journey, lifecycle and product usage.

Pros

  • Integration (automatic or more manual - e.g. using CSV files) with other data sets (e.g. for support and product usage).
  • Configurable customer dashboards - showing key stats and data relevant to that customer.
  • Industry best practice information and insights.
  • Flexible solution that can be tailored to our specific product and team requirements.
  • Local (geographically) support services.

Cons

  • More regional support and services - think beyond just the USA.
  • Tailored professional services packages - e.g. self contained for small and large deliverables.
  • More automated out of the box integrations.
More local - UK - support needed. And more streamlined handover between the current different regional support centres - for better consistency.
  • Increase upsell across a number of new campaigns and products.
  • Churn deep dive analysis and reporting; and improved retention.
  • Tracking of customer advocates.
  • Increase productivity of CSMs.
  • Improved ability for proactive work for CSMs.
3 key reasons - more comprehensive functionality, more engaged sales process and local (UK based team).
  • Well suited to customer success team and organisations that need to quickly scale up.
  • Less suited to smaller teams and operations (and lower cost).

Gainsight CS Feature Ratings

7.0
Product usage
8
Help desk / support tickets
6
7.4
NPS surveys
8
Sponsor tracking
6
Customer profiles
8
Automated workflow
7
Internal collaboration
7
Customer health scoring
8
Customer segmentation
8
7.3
Customer health trends
6
Engagement analytics
6
Revenue forecasting
7
Dashboards
10
8.0
Role-based user permissions
8
6.0
API
5
Integration with Salesforce.com
7
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

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