Item: Gainsight CS
Rating: 9
Author: Jo-Anne Mann

Overall Satisfaction with Gainsight

Use Cases and Deployment Scope

We purchased Gainsight so we could have a central repository for our client accounts. It gives us good metrics to report and allows us to manage accounts, upsells, renewals referrals and more. It is used day to day operationally and for senior management reporting and action.

Pros and Cons

Pros

Ability to create strategic dashboards
Centralisation for accounts and a link with Salesforce
Reporting ability

Cons

Sometimes it appears a bit clunky - not sure if it is the volume of information or it's our system at fault

Support Rating

Great support but with different regions there appear to be other priorities that can get in the way. Overall the model is very robust.

Return on Investment

Increased upsells opportunities
More defined account health management
Better management of the renewal process
Increased throughput of tasks for clients
Quicker to identify risks and customer retention has improved

Alternatives Considered

Salesforce

Likelihood to Recommend

Gainsight is well suited to organisation that have limited users and cannot afford enterprise CRM programs
Once you get into this program you may find that the number of users that require licenses increases and you need to make sure you have thought this through in the beginning.

Gainsight CS Feature Ratings

Comments

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New user and happily getting acquainted with the system and its value