Gainsight is Gold
August 15, 2019
Gainsight is Gold
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
Gainsight is used solely by our Customer Success team. However, insights are logged and key reports are shared with various teams and ELT across the organization. Gainsight allows our CS team to own customer relationships, from activity logging in the Timeline, to executing Success Plans within their book of business. Also, the Reports within Dashboards allow for risky behavior to be easily surfaced, creating a simple way to prioritize actions.
Pros
- Admins can create reports easier in Gainsight than they can in SFDC -- the ability to spin up ad-hoc reports is critical, and the ability to do this easily is wonderful.
- My Customer Outcomes Manager at Gainsight is incredibly reliable, and responds promptly.
- The features that Gainsight focuses on releasing/creating bring value, and resonate well with CS teams.
Cons
- Though it can do a lot, sometimes the execution of something is extremely technical and requires a lot of steps-- thank goodness for my COM!
- More help articles would not hurt.
- By building a detailed Health Score, CSMs have been able to see where improvements can be made within their customer base. Since doing so, the overall customer health score has improved by 5 points within one quarter.
- CSMs are encouraged to log "Customer Highlights" on the Timeline. These logs are then shared with Customer Marketing to create a bank of potential case studies, customer quotes, etc.
- With the help of the Report Builder and Dashboards, CSMs have a clear view into how they should be prioritizing their day, whether that means looking at the Renewals Dash to see what upcoming renewals are in risky stages, or diving into the health score report to see who is in the red.
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