Great tool for account managers and client success managers
February 22, 2019

Great tool for account managers and client success managers

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

We use Gainsight to monitor the use of our software by clients. This helps us uncover potential upsell opportunities and, conversely, determine how likely an account is to churn. It also allows us to schedule CTAs that prompt account manager's to reach out to clients at regular intervals regarding usage and renewals.

Pros

  • Visual -- at a glance you can get a complete snapshot of the account: their usage, activity, and how likely they are to churn. This provides opportunities for proactive outreach.
  • CTAs -- a very well designed system that allows you to create CTAs around renewal dates, data usage, survey responses, and prospect outreach.
  • Automation -- Gainsight allows you to send out automated emails based on a client's usage. It allows you to customize several different features and review before sending, which is helpful for AMs when managing a large book of business.

Cons

  • No ability to filter CTAs by type.
  • Parameters for setting up automated emails can be restrictive at times.
Very knowledgeable staff that are quick to respond to questions and help to implement solutions. To be honest, I haven't had to reach out for support very often because the product is quite intuitive and the admins at the company handle most of the support requests. The experience I have had with support has been very positive and the solution was quickly implemented.
  • Identify clients that are likely to churn and prompt the AM to proactively reach out, leading to improved retention.
  • Uncovered accounts with upsell potential based on usage.
  • Improved employee efficiency with CTAs.
  • Increased NPS score.
Gainsight was much better than Salesforce Lightning due to the intuitive layout and user interface. Gainsight limits the number of clicks and is much more visually appealing and easy to use.
Gainsight is a fantastic tool for account managers and client success managers to monitor usage, schedule regular outreach, and track the overall health of an account. It's less appropriate for salespeople, because this functionality is designed more for account managers due to the fact that the information is pulled from the product. For prospecting efforts, it is not necessary and there are other tools that are better designed for these activities.

Gainsight CS Feature Ratings

9.0
Product usage
9
Help desk / support tickets
9
9.3
NPS surveys
10
Sponsor tracking
Not Rated
Customer profiles
9
Automated workflow
9
Internal collaboration
9
Customer health scoring
10
Customer segmentation
9
9.0
Customer health trends
9
Engagement analytics
9
Revenue forecasting
9
Dashboards
9
9.0
Role-based user permissions
9
9.0
API
Not Rated
Integration with Salesforce.com
9
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

Comments

  • Ashvin Vaidyanathan | TrustRadius Reviewer
    Ashvin Vaidyanathan
    (Vendor Representative) commented 7 years ago
    Thanks for the review. I’m the Chief Customer Officer at Gainsight. I wanted to make sure you were aware of the filter capability for CTAs - article available here: https://support.gainsight.com/Cockpit_and_Playbooks/User_Guides/12_Cockpit_List_View_Commonly_Used_Advanced_Filters If you need more answers, reach out to me or your Gainsight CSM and we’ll be glad to help. Ashvin 408-476-4976

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