Gainsight CS

So pleased with how effortlessly everything works

Vorteile:

I like how simple Gainsight has been to use and implement. We have been able to accomplish more with Gainsight in 3 months than we did with Strikedeck in 3 years.

Nachteile:

The cost is high on a per license basis. Gainsight is very heavy on the resource side when it comes to implementation.

The best tool to manage your clients as a Customer Success team member

Kommentare: I am very happy because I can finally manage my clients in an easy way, check their customer journey status, they health, the notes from previous calls and the interactions.

Vorteile:

It is super flexible. The reporting capabilities as very advanced, the support team is always able to help, and it's possible to get anything important in a couple of clicks. The interface is clear and easy to understand.

Nachteile:

The tool is very powerful so it's not so easy to use at first. There are so many components that could make your life easier, and it's important to carefully go through the documentation (spending A LOT of time) to be able to understand how it works. Don't try to use it without having studied, it will be a terrible mistake

Easy to use Customer Success Management & Analytics Tool

Kommentare: We have integrated Gainsight for our customer success workflows, and the experience has been a mixed bag. The ability to demonstrate customer health, automate surveys, creation account plans are some of the impactful features, however, the challenges with reporting, and real-time bidirectional sync with Salesforce make a life for admins challenging.

Vorteile:

Gainsight provides solutions for most customer success workflows like account health, advocacy, customer satisfaction surveys, NPS, and account plans. The UI is user-friendly and self-serving

Nachteile:

The lack of real-time bidirectional sync with Salesforce and complex rules engines make life slightly challenging for admins configuring the tool

The product delivers

Kommentare: I was pleased overall with the product and the service. I feel the product continues to evolve to serve the needs of CS management, the CSMs and other functions in the organization such as Sales.

Vorteile:

I had recently rolled out Gainsight at our organization. The tool is extremely powerful and allowed us to take advantage of our unique data model to achieve business outcomes. This included getting more visibility into the health of our customers and the ability to send targetted emails with dynamic data to our customers.

Nachteile:

The recorded training was very long and painful. This needs to be improved. There are some strange glitches and lack of user alerts that can be very annoying. The good news is that the Support and CSM team are extremely helpful.

Powerful CRM insights, analysis and automation tool for account management operations

Kommentare: Gainsight has helped automate practically every step and touchpoint in our Client LifeCycle and Maturity model. Client Success can now focus exclusively on building strong relationships instead of busy work entering data into our CRM!

Vorteile:

Gainsight offers world-class support, training and guidance on their incredibly flexible and robust platform. The feature set is impressive and the ability to set up a whole account lifecycle for automation is super powerful.

Nachteile:

Gainsight is expensive and the learning curve is steep. Adopters should consider staffing specifically for GS administration and engagement internally.