Item: Gainsight CS
Rating: 9
Author: Verified User

Overall Satisfaction with Gainsight

Use Cases and Deployment Scope

We use it for client development and some expansion work. We have an administration team that channels configuration. While this is happening we monitor the lifecycle of a customer as they progress throughout the various buyer stages. Using what we find out about the lifecycle internally, we try to effectively transform that to actionable items. This can be in the form of CTAs, dashboards, whatever.

Pros and Cons

Pros

Bionic Rule Capabilities -- Rules engine is extremely powerful. The way I look at it is as if it's a bonafide ETL tool living inside a workflow management tool. Through rules you can put together powerful queries that really makes your workflow management great.
C360 -- Gainsight excels at being able to bring in all sorts of data into one place.
Call to actions - Through the rules engine call to actions can be incredibly specific so we can target any point of the customer lifecycle with strategic ctas based off our data.

Cons

I think that reporting functionality is getting there. Inline calculations would be a huge improvement. Filtering on Aggregated fields also would be nice.
I think being unable to edit programs once they are on is very concerning. Why can't participants be brought in under some sort of logic, then we can edit and tweak as we iterate upon our first program?

Support Rating

I make a lot of support cases since I have alot of questions and GS support has been available every single time willing to help. this experience in itself is awesome. I love that the support will follow up for reported bugs weeks/months later, thats true service. They can answer a plethora of questions ranging in difficulty.

Return on Investment

Efficiency is one of the main marks that we know is a big ROI point for us.
Retention is still unknown. - Too Early.
Upsell still unknown. - Too Early.

Likelihood to Recommend

Workflow Management - Perfect. If you want to use your data strategically then this is a big plus for you.

Health Scores - Great health scores and health score update capabilities. We personally worked with the Gainsight data science team and they did a great job at getting our predictive scores helped out.

Support - Excellent support, they are so responsive and will make sure the problem you have is solved/answered.

Con: Reports - Reporting is good, don't get that wrong. But, if you're looking for a robust Tableau-esque platform then this doesn't quite live to that mark. But that makes sense, Gainsight is sort of the jack of all trades tool in my opinion.

Reports Management - Really difficult to manage reports. Need more filters on the report management section.

Gainsight CS Feature Ratings

Comments

Please log in to join the conversation

Wide range of capabilities!