Gainsight CS

The product delivers

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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.

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

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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

Gainsight admin review

Commenti: Overall, I haven’t had the best experience with Gainsight. The onboarding process was poor, the system feels old fashioned compared to the likes of Hubspot, Salesloft and Salesforce, and what features are redeeming about it are complicated to get working due to the nature of the system

Aspetti positivi:

The features offered by gainsight such as the C360 account view, timeline tracker, analytics and CTA rule engine do provide great ability to track and digest what’s going on with our customer base

Aspetti negativi:

The set up is very long winded and not user friendly. Once you have gotten to grips with how information integrates with gainsight and how to build CTAs in the rule engine it isn’t particularly hard, however there are tons of hidden system limitations and nuances that just make the system feel old, out dated and clunky.

Amazing tool for Customer Success team

Commenti: very positive experience so far with Gainsight and I look forward to using and learn more about how to use it in full power in my day to day with customer success tasks.

Aspetti positivi:

I love that we can see how well our customer are doing based in their usability of their dashboard, health score, etc.. every time before I speak to a customer I check insight to get the insights I need.

Aspetti negativi:

I think there is a lot to be explore so have found something that I dont like yet.

Great platform to engage with customers

Aspetti positivi:

I like the ability to track communications and get a more accurate temperature read on the customer satisfaction

Aspetti negativi:

Would love to use it more for customer advocacy but haven't had the chance

Gainsight

Commenti: So far we are still in trial phase

Aspetti positivi:

The comprehensive dashboard and easy to use cockpit for timeline activities

Aspetti negativi:

Takes some time to load and refresh data

So pleased with how effortlessly everything works

Aspetti positivi:

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.

Aspetti negativi:

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

Seems like it has potential

Commenti: so far so good! Looking forward to seeing it all set up!

Aspetti positivi:

I love the tasks feature and intuitive it is however I am still trying to figure out how I can see a full picture but we are in the set up phase.

Aspetti negativi:

The sales forces intergration seems to be lacking. We are trying to move from saleforce to GS but none of the chatter notes or contracts were pulled in while everything is easily able to be pulled out. Since we have been using SF for 6 years we will still need to check SF quite often,

Customer Success Software

Aspetti positivi:

I like that you can plug in usage from your software to see at a quick glance who is adopting your platform.

Aspetti negativi:

It seems a little clunky, I wish the UI was easier to use. There is probably more functionality that I am not aware of.

We are definitely future users of this amazing Hub for everything Customer Success! Great look!

Aspetti positivi:

To the point data with one click! Everything other platforms can only dream of doing under one roof!

Aspetti negativi:

Sorry, I can't really come up with anything for this question. Everything is in the right place and connectivity to Salesforce if off the charts!

Outils de points de vente

Aspetti positivi:

L'augmentation de rétention et des revenusTrès très facile à utiliser.

Aspetti negativi:

Le logiciel automatise chaque étape et points de contact dans notre modèle client lifecycle.La courbe d'apprentissage est raide

Great pairing with SFDC.

Aspetti positivi:

Love the ability to document all customer communication and events all in one place so that anyone can see what has been happening with a customer.

Aspetti negativi:

Being able to customize things is not always the easiest. Even with having a Gainsight Admin to help with this we ran into road blocks.

Great software for customer success

Aspetti positivi:

The timeline view is wonderful for customer tracking. I can easily collaborate with my team and tag them on issues that need immediate attention.

Aspetti negativi:

I do dislike the dashboard view but this could be the way my team has customized it. There is a lot going on and it can be confusing at times.

Easy to use Customer Success Management & Analytics Tool

Commenti: 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.

Aspetti positivi:

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

Aspetti negativi:

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

Customer Success Software

Commenti: The Customer Success team loves the platform and it is their main CRM. For me, I perceive it's value for the team, but I wish it was more intuitive

Aspetti positivi:

It is good at tracking client communications and health score. By using success plans, we can proactively show ROI and we can create dashboards and reports without the need of other platforms. It also counts with Gong and Salesforce integration.

Aspetti negativi:

It might create lots of duplicated records and it is not so intuitive and easy to use and to create rules. The initial set up isn't so simple and Gainsight made us pay an additional consultancy service.

Good CMS Tool

Commenti: Gainsight is solid for it's primary functions at our company.

Aspetti positivi:

Gainsight is good for onboarding customers and tracking health scores.

Aspetti negativi:

It's a clunky system and the salesforce integration and timing syncs can be a lot better.

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

Commenti: 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!

Aspetti positivi:

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.

Aspetti negativi:

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

Best-in-class customer success management platform

Commenti: Positive. They really care about customer success.

Aspetti positivi:

Gainsight has been a leader in the CS space for a long time. They number of possibilities and integrations are endless. The team is knowledgable and they offer so many free resources for people starting out in customer success.

Aspetti negativi:

Like all CS platforms, you need to have the technical people and time commitment to onboarding. If your implementation is complex, you may consider a 3rd party.

Fantastic Customer Success tool

Commenti: It is an excellent platform and as a CSM I live in it everyday.

Aspetti positivi:

Gainsight has a great user interface. It is easy to navigate and is very intuitive. Easy to use and very slick to navigate and enjoy working with in it every day. I like customizing dashboard to my client needs.

Aspetti negativi:

Sometimes it is a little buggy when it comes to actual data pulling from a CRM to GS. Otherwise, overall, it is an excellent platform for the CSM's.

Gainsight for Account Management

Commenti: Overall, Gainsight has some great features and the integration with Salesforce keeps the data accurate and easier to navigate

Aspetti positivi:

Gainsight is a great tool for housing all customer accounts and managing their data, tracking activities, and creating tasks and account plans.

Aspetti negativi:

The biggest downside of Gainsight is the reporting ability and lack of ease in creating a report. It is not user friendly to create a custom dashboard or get a customized report.

Wonderful system for customer management!

Commenti: Overall, using Gainsight has changed the way I work as an account manager. Before, I was using spreadsheets and other documents to track everything for my customer which was inefficient and cumbersome. Now, I'm able to set a plan for my customer upfront and use playbooks to follow and ensure the best experience possible for them! I will never go back to managing customers without it!

Aspetti positivi:

I really like using Gainsight to keep all of my customer information in one place. Daily, I use the tasks in my cockpit and success plans to keep me on task with my customer deliverables. The timeline allows me to have all of my notes, emails, and calls logged in one place. There are so many options to configure your customers C360, the options are almost endless.

Aspetti negativi:

I rarely have issues with using Gainsight, it really has changed the way I approach customer account management. I will say that there are times I have an issue with linking customer LinkedIn profiles, and I would love to see a more robust way to track customer org. charts. Otherwise, it's a wonderful tool!

Insight into success

Aspetti positivi:

Gainsight is extremely easy to use, integrates with Salesforce, and gets me the the info I need to do my job as a customer success manager.

Aspetti negativi:

It took me some time to find the right way to use the software, but now that I have a system down I have no complaints.

Very difficult implementation

Commenti: You will not get any value out of this product unless you map out very thoroughly all of your processes, the factors that make an account poor or healthy and you have a dedicated resource to configure the system - it is by no means a plug n play tool, and you need to know what your goals are from the beginning. Unfortunately, our implementation has been very difficult, and I have heard the same from other companies as well. The system is very tricky and requires the support of an implementation project manager in order to get most things completed. Their support team is very good, and now that I know the system pretty well I am adept at making configuration changes quickly.

Aspetti positivi:

ability to sync BI data and use it in Gainsight functionality; Account Scoring functionality, good for customer success teams where CSMs manage a lot of accounts

Aspetti negativi:

difficult to configure without support, buggy,

At my prior employer we used Gainsight for our CRM.

Commenti: Great for customer management, as well as daily/monthly task management!

Aspetti positivi:

I loved the ease of the product in managing tasks. It gave the option to snooze tasks to show that you've at least made an attempt prior to closing it out. Also, the fact that the product can integrate with Salesforce is great! It makes logging call activity for all of the company to see SO easy.

Aspetti negativi:

I didn't really have any cons in regards to the Software. I believe it's one of the products out there that you pay for what you get - it's by far the best CRM that I've used, thus far.

Powerful Customer Success Tool To Enable Deeper Engagement....

Commenti: We're level-setting the effectiveness of our reps, and making their action lead to direct impacts to customer success.

Aspetti positivi:

The fact that the software takes the guess work out of "who should I call next" is amazing. And better yet, I can model the best practices of my most effective reps to bring all reps up to that level is amazing. No more trying to figure out what rep x did to make the customer jump 20% in revenue. I can track it.

Aspetti negativi:

Not a bad thing, but because it does so much, you have to talk a crawl, walk, run approach. You can't do everything out the gate because it's just too much. So you're forced to pick and choose your battles.