Customer love for Gainsight

What do you like best about the product?

Gainsight allows me to track the proactive analysis I perform for customers and then track the recommendations to see if they are followed and if so what is the outcome.

What do you dislike about the product?

There is a bit of a steep learning curve but with good setup and proceedures outlined it is a very adoptable solution.

What problems is the product solving and how is that benefiting you?

I have had several managers who did not really understand what a TAM does. Gainsight helps me chart the activities and their value.

What do you like best about the product?

the potential to automate a lot of tasks for the team.

What do you dislike about the product?

I think a lot of it has to do with how our data was set up in salesforce vs an issue with GS itsself but, its a bit difficult to translate our data from salesforce into usable workflows in gainsight at the moment. Even so I'm excited to iterate this in 2024 as I know the potential is there!

What problems is the product solving and how is that benefiting you?

right now its really been helpful capturing our engagement

What do you like best about the product?

I love that it's a single repository with a 360 degree view of my customers. The Sentiment tool is great. Between the score and the ability to comment why, it's an extra layer of insight I haven't seen in other tools. I also appreciate GS's ease of use. Very quick ramp up! and the cockpit playbooks are a great way to stay on track with consistent touchpoints to your customers and easily identify who's at risk. The graphical insights on the dashboard page are extemely helpful in getting to quickly determine the scope of touches, interactions and engagment with a customer.

What do you dislike about the product?

I'll be frank, I've been using GS for 6 months now and I haven't really discovered anything I don'l like.

What problems is the product solving and how is that benefiting you?

I have a large account list; over 165. GS gives me data based guidance that tells me where I need to focus my attention. It also helps show my manager how I'm doing; how my actions are impacting the health of our customers and our business.

What do you like best about the product?

I started using Gainsight when I started as a first time CSM at FloQast. Over my two years here, it has helped me establish great habits as a CSM, stay on top of client conversations and follow-ups, and helped me focus on problem areas with my client. It was easy to adopt, and I use the application every day! So thankful we brought on the platform.

What do you dislike about the product?

None that I can think of! I love the platform!

What problems is the product solving and how is that benefiting you?

Gainsight helps us document every client interaction, as well as organize customer usage data to help us bring the most value possible to client conversations and interactions. It makes my life much easier as a CSM who juggles several different clients at a time, and helps me know where to focus my time with a client.

What do you like best about the product?

The customer insights, task planning, pretty dashboards and easily accessible data have all made daily use and CS a breeze

What do you dislike about the product?

It's possible that management adds too much, which can lead to too many clicks

What problems is the product solving and how is that benefiting you?

MY CSM Summary page lets me see all the appropriate data needed before attempting any contact with a customer. And colour coding makes it quite visible as to whether or not they are likely to renew

What do you like best about the product?

I love how well it allows me to organize and keep up with all of our customers. It also has amazing integrations that allows me to be as efficient as possible.

What do you dislike about the product?

Sometimes it is a lot of clicks/ digging to find certain information. Once you know how to use it, this is becomes a bit easier.

What problems is the product solving and how is that benefiting you?

We have recently updated our health score calculations and it allows us so much transparency into how the customer is using/not using our software. This gives us a lot of power when meeting with customers because it creates so many different directions of where the conversation can go. I have saved some very big customers this year because I have been able to understand what their needs are and how our software can solve their business problems.

What do you like best about the product?

What I like best about Gainsight is that I can easily track my team's activities and guide them within customize dashboards built from various reports. We can see the state of any client at any time to understand risk, opportunity, contact level, etc. Our Gainsight CSM, Paulina, is excellent. She is proactive in helping us plan for our future and how to use Gainsight to reach our goals.

What do you dislike about the product?

I do wish that the reporting was a bit more intuitive for non technical users.

What problems is the product solving and how is that benefiting you?

Success Plan tracking, Save Plans, EBR Management

What do you like best about the product?

Gainsight CS provides a comprehensive, consolidated view of customer health, sentiment, outcomes, and engagement activities across the entire customer base. It provides capabilities (Success Plans, Calls to Action, Playbooks, Journey Orchestrator, etc.) to cover a wide variety of customer segmentation (high touch, low touch, digital touch). Gainsight integrates seamlessly with Salesforce, providing an optimal user experience. It's also easy to establish data feeds from other upstream sources to avoid duplication of data. Dashboards provide a good way for various personas to consume the information at the right level. Lastly, Gainsight has a genuine interest in forming a real partnership with its customers and makes great efforts to understand the customer's business drivers and strategic objectives in order to provide proper guidance.

What do you dislike about the product?

1. Survey limitations, particular with regard to robust response analytics - we still need to export survey responses and dump into a different tool for in-depth analytics. 2. Granularity of permissions - It seems we can grant Admin and User level permissions, but would be great to have a permission set for "power users" to alleviate some of the administrative burden without introducing risk of granting all end user certain powers.

What problems is the product solving and how is that benefiting you?

1. Scaling our customer onboarding 2. Using hierarchies and a combination of Company and Relationship objects, we were able to manage customer engagement and health across multiple products that were being managed as a single Customer Success program 3. NPS survey distribution, response collection, and post-survey actions 4. We're currently looking to use Gainsight to manage our end to end ARR risk management process, and use the seamless integration with Salesforce and our BI tool to solve for the involvement of non-Gainsight users in the process.

What do you like best about the product?

The ease of use and ability to modify things for specific business cases. Our customers are very high-touch, so having a platform that can help us track adoption metrics (easily) is critical. Very feature-rich and allows us to track historically our customer's progress.

What do you dislike about the product?

Nothing yet. I have found it to be the best platform for our Customer Success purposes thus far!

What problems is the product solving and how is that benefiting you?

Gainsight CS allows us to track metrics around adoption and usage relative to our product. Having a one-stop shop for all customer notes, metrics, and CTAs really helps us stay organied and on top of the needs of the customer.

What do you like best about the product?

Ability to operate fairly independent of a CRM such as SFDC. Being able to deliver quick wins without a long release process benefits the CSM team and the customer. This also comes from an admin being able to connect to new data sources quickly and easily, pushing out important Call-to-Actions, and create reports from disparate sources.

What do you dislike about the product?

Without getting into deep details, any product has its imperfections. My dislike usually comes from support. As a seasoned admin, I have the experience over the growing support group. I don't get the right answer the first time in some cases. However, having a Premiere support packaged that gives you a dedicated rep, is an imense help.

What problems is the product solving and how is that benefiting you?

Managing complex scorecard scenarios.

What do you like best about the product?

This is my first time using Gainsight and thoroughly enjoy the views it provides to end users. The Cockpit is a great one stop show for activities that need your attention and the dashboard is excellent for providing a birds eye view of your portfolio. It is easy to navigate and keeps you in check (i.e. reminders on last customer contact) so you can keep your past on the path to success.

What do you dislike about the product?

Nothing obvious comes to mind currently.

What problems is the product solving and how is that benefiting you?

Helped me gain both a high level and detailed view of my portfolio keeping me in check around upcoming renewals or changes on the account(s).

What do you like best about the product?

Create design for all things CS, the expertiser in the area is clear. Integrates well with other platforms. Lot's of customizable features and interfaces.

What do you dislike about the product?

It can be very difficult to learn to admin/architect for beginers. I haven't been the primary admin in awhile, and apparently y'all are making some of this more user friendly, and I think that's great.

What problems is the product solving and how is that benefiting you?

Keeping track of customer health. It's doing a great job of that as the company grows.

What do you like best about the product?

I have been a Gainsight user off an on for the last 6 years and I really appreciate the functionality it provides my team to be able to collaborate with their internal peers to deliver a stellar customer experience. As a large company, it is critical that we are able to get the full picture of our customer's experience with us and Gainsight allows for that one view. Between the ability to integrate to where the data lives, the intuitive nature of the tool and the ability for multiple people to contribute to the full picture of our customer experience, it makes it super simple for my team to engage with customers in a meaningful way. As an executive also engaging with customers, I use Gainsight daily to get the latest progress with a customer before jumping on the phone with them. Gainsight gives me a holistic view into what is happening so that I can have a productive and value-add conversation with the customer. It's a time saver and I wouldn't get nearly the view into the customer experience without it.

What do you dislike about the product?

Gainsight has incredible functionality to report, analyze data and drill in. As an end user, I love that ability but I also find myself wanting more. I would love to see Gainsight have more end user capabilities for a user like myself who is a long-time user but not anywhere near an administrator. There are several things I wish I could do, or my team could do themselves that today require our Gainsight administrator to effect for us. A middle-of-the-road super user profile for those with extended capabilities or long-time knowledge of Gainsight would be a gamechanger to leverage the product even more.

What problems is the product solving and how is that benefiting you?

Gainsight gives my relationship managers a view into data that resides across multiple systems in our organization. By having that view, we can talk to customers from a position of understanding their full customer experience with our company. Knowledge is power and to be able to respond to customers in the moment versus having to go research something is priceless.

What do you like best about the product?

What I love most is its transformative power, converting raw data into actionable insights that empower us to proactively engage with our customers. The Healthscore feature is nothing short of a superhero, providing a dynamic pulse on customer health, while Journey Analytics unravels the intricacies of user experiences with precision. And let's not forget the Programs functionality – a vital conductor orchestrating personalized customer journeys seamlessly. In essence, Healthscore, Journey Analytics, and Programs in Gainsight CS are not just features; they are the pillars supporting a holistic approach to customer success. Together, they empower us to navigate the ever-evolving landscape of customer relationships with precision, intelligence, and a touch of artistry.

What do you dislike about the product?

While Gainsight CS is undoubtedly a powerhouse in the realm of customer success, it's essential to acknowledge potential areas for improvement: User Interface (UI) Enhancement: Some users might express a desire for a more modernized or streamlined user interface. While functionality is paramount, an enhanced visual experience could contribute to a more intuitive and enjoyable user journey. Integration Challenges: Integrating Gainsight CS with other tools in a tech stack can sometimes be a meticulous process. A smoother integration experience could further enhance the platform's interoperability and ease of use.

What problems is the product solving and how is that benefiting you?

Proactive Customer Engagement: The Healthscore functionality provides a real-time snapshot of customer health, allowing us to proactively address concerns and engage customers at the right moment. This proactive approach strengthens customer relationships and mitigates the risk of churn. Efficient Workflow Automation: Programs in Gainsight automate workflows and communications, allowing us to efficiently scale our efforts. This not only saves time but ensures that our customer success strategies are consistently applied, even as our customer base grows. Strategic Decision-Making: The wealth of data and analytics provided by Gainsight empowers us to make informed, strategic decisions. Whether it's refining customer journeys, optimizing resource allocation, or identifying growth opportunities, Gainsight ensures our decisions are rooted in data intelligence.

What do you like best about the product?

Gainsight automates, structures and delivers best in class when it comes to Customer Success. I love how easy to use, intuative and detailed Gainsight is. It not only centralises my workflow but it enables me to be the best CSM I can be.

What do you dislike about the product?

That its too expensive for our whole organisation to use.

What problems is the product solving and how is that benefiting you?

- Risk Mitigation: identifyinf risks, monitoring and mitigating them seamlessly (including playbooks to help) - Success Planning: what is Customer Success if not Success Planning - Gainsight's SP functionality is next level and the most power tool to take customers to the next level in their journey. It's also so easy to share and collaborate with customers through the functionality around SPs. - Data Structure and Reporting - Surveying and linking to customer Health

What do you like best about the product?

Gainsight encompasses diverse modules designed to identify high-risk customers and proactively notify stakeholders to prevent churn before the renewal period. The reporting and dashboard features provide a valuable means of visualizing customer data, facilitating in-depth analysis. The JO program offers remarkable flexibility, streamlining the delivery of product-related information with unparalleled ease. Furthermore, the system allows for the straightforward manipulation or overriding of data based on subjective information obtained during discussions with the customer, providing a versatile approach to data management. The seamless sharing of business reviews with customers is achieved effortlessly through the utilization of Success Snapshots, showcasing a comprehensive overview of their product usage. Notably, the support and engineering teams have proven to be invaluable allies, offering substantial assistance in addressing any issues encountered with the Gainsight product. Their responsiveness and expertise enhance the overall user experience and contribute to the effective utilization of Gainsight's capabilities.

What do you dislike about the product?

The Success Plan module within our organization has not been widely utilized, mainly due to a lack of understanding of its business benefits. Similarly, there are a few other modules that have not been extensively used. It would be highly beneficial if the support documentation includes multiple use cases for each module, accompanied by instructional videos. This comprehensive approach would enable users to make the most effective use of each module. While Gainsight stands out as one of the top CRM tools in the market, there is room for improvement through the implementation of enhancements. Although enhancements are prioritized based on customer upvotes, there are instances where a particular enhancement is crucial for a customer, such as the integration of Success Plan with JO for automating Digital Business Reviews. It is essential to consider the specific needs of customers, even if they may not align with the popular vote, to ensure the tool meets diverse business requirements.

What problems is the product solving and how is that benefiting you?

Identifying the risk customers helps in retention

What do you like best about the product?

I use Gainsight every day as my primary customer success tool. We had a really talented admin set it up for us so I don't know how much of what we use is standard, but a few features we've really loved include: - Risk CTAs: Every week the CS team meets with CX, Product, Engineering, and Support leadership to review every risk for every customer and assign ownership for next steps. Gainsight makes this so easy and transparent! - Usage dashboards: As a SaaS company, we live an die by usage. Gainsight allows us to see usage trends on the home page and even automatically updates the health score if usage has declined for too many weeks in a row. - Health Scores: We have a complex algorithm but we use the health score for board level reporting and forecasting and it's become an essential part of our quarterly goal setting.

What do you dislike about the product?

I do think that Success Plans are kind of clumsy. The CS team has figured them out but we've struggled to get our AEs or other supporting teams on board with the Success Plan -> Objective -> Subtask model. To them, customers buy Outcomes and our Success Plans, as configured today, make it difficult to determine 1) When customers achieved First Value and 2) When they achieved ROI on their Business Outcomes.

What problems is the product solving and how is that benefiting you?

We previously had almost no visibility into customer health, forecasting, or risk analysis. Gainsight allows us to scientifically forecast in a way that was unimagineable with other tools.

What do you like best about the product?

Gainsight keeps on evloving with time. Best thing is their support team. Support always try to go above and beyond to help us fix and achieve the business goals whenever we are stuck. The number of features Gainsight offers keeps on increasing over the time. In a matter of few years it had added features like Renewal Center, Company intelligence, Sally for Slack, GS Assist plugin (Email to Timeline), External API support, Timeline Adminstraion, Sync from SFDC tasks to Timeline, Survey Monkey integration to bring in external survey data to Gainsight, (bring in data from various sources like dynamics CRM, Databricks, Snowflake etc sources via connectors), CTA calendar integration for CSMs to do their daily taks etc which improved the CS teams capability and efficiency a lot. In addition to this Gainsight CS offers the best in class Email Analytics (99% accurate) in addition to the powerful Rules Engine for achieving the end goals to make use of data to drive customer retention and prevention of Churn. All of our CSMs use the tool daily to carry out their activities and has become an addiction for us to carry out daily activities.

What do you dislike about the product?

Though it improved a lot and had made big strides in terms of the evolution there are some tiny gaps like the syncrony between features. In an admin standpoint the gaps are in terms of improving the consistency in what we see in different features. For instance the timestamp we see on reports shows different timezone where as Data management shows something else and the same is different in Rules VS Reports. In general we cross verify data using reports and if the timezone is different in both product areas it would be difficult to arrive at exact computation of what data in the dataset needs to be leveraged when it shows different timezones. Making the features uniform and declaring that all features in the tool conform to uniformity makes it easier for admins and improves ease of use.

What problems is the product solving and how is that benefiting you?

We use it for Renewal management to drive revenue retenation via Email campaigns and making use of the analytics that is generated through these campaigns. We use it for integrating different sources like Snowflake and S3 to merge the data and in turn use it to drive customer adoption via the email campaigns. Other than this, we do use it for customer onboarding and sending customer surveys to know about their experience with our product offerings.

What do you like best about the product?

C360,R360,scorecard,API,Succuess plans,Call to action,Automation through rule

What do you dislike about the product?

User Interface Customization Challenges. Gainsight Survey is not robust in terms of multi language text analytics and easy branching and able to move between pages

What problems is the product solving and how is that benefiting you?

We were able to solve the major problem of maintaining multiple accounts per CSM.With Gainsight A CSM can handle more than 20 accounts seemlesly and they will be informed for any anomolies. We are able to better manager customers with no CSM's .We implemented Low digital toutch process with Gainsight Journey orchastratin engine and CTA automation.We let Regional directors assign Accounts to CSM's when there is a need based on the CTA's it has. CSM's are now able to better manager thier onboarding,implementation of accounts with Gainsight success plans.We use it to have a solid plan for the customer progress. Scorecard helps us to know the health of the customers.So regional director (or) VP of customer success can schedule 1:1 for very low score customers. Gainsight made most of our processes automated.So CSM's are more pro-active than re-active.

What do you like best about the product?

Easy to navigate different acconts and integration with Salesforce. I work with a pool team managing thousands of customers and the customer support we are able to provide with our detailed notes is a bonus.

What do you dislike about the product?

Filtering components could be easier, as well as easier to see who the direct contacts are and if their emails are suppressed.

What problems is the product solving and how is that benefiting you?

We manage 12k pool customers across 8 CSMs and it is so easy to see all notes and previous communications. The system updates frequently and no big complaints.

What do you like best about the product?

Gainsight has top notch support and CSMs who are able to help resolve issues quickly or train on new features regardless of the complexity. Since implementing Gainsight has continuouslyt worked to improve the system making it simpler to use and have a great roadmap for rolling out new features.

What do you dislike about the product?

The system has taken more time than expected to learn fully and maintain. The new features being developed are great but they do have significant learning curves. I do worry that our current processes will not be picked up by the new AI cheatsheet and will require significant re-training.

What problems is the product solving and how is that benefiting you?

The system is consolidating our array of tools into a centralized location for easier insights. The new cheatsheet AI should help us generate a narative for our executive team around what is going on with specific accounts. Having these insights will help with decision making.

What do you like best about the product?

Having all relevant customer information in one place; integrating our workflows; providing insights that enable data-driven decision-making at all levels of the CS organization and deep integration with Salesforce. We also like the breadth of functionality and great post-sales assisatance from Gainsight that makes us feel that we have a true partner.

What do you dislike about the product?

It is not necessarily a dislike but awareness of the intensive support required to make most of Gainsight. Like any powerfull platfrom, Gainsight requires significant upfront effort in terms of planning, knowledgable administrator and depth of configuration. To make most of the platform, companies will need to invest into GS administration, CRM stakeholder management and CS Ops team. One thing where Gainsight can do a better job is a free and flexible way of sharing information and insights with internal stakeholders and cusotmers.

What problems is the product solving and how is that benefiting you?

1. Providing visibility and insghts into our customer portfolio, which enbles targeted and timely action. This helps not only our customers but also raises the reputation of the CS organization within the business. 2. Early visibility into risks and a vehicle for effective risk managemnt accross the company which ultimately improves our renewal rates. 3. Visibility of the resource requirements and resource utilization which enables effective managemnt of the CS organization.

What do you like best about the product?

I love that it's easy to see the products and services in use and the colors that quickly indicate a customer is healthy or not.

What do you dislike about the product?

Navigation between SFDC and Gainsight can sometimes be challenging. Broken links between Salesforce and GS can slow down efficiency.

What problems is the product solving and how is that benefiting you?

With Cisco having so many metrics, it's nice for my team to have all the numbers at a glance when we need them, quickly. Also, with reporting, I can glean all the information I need amnd then download that info to send to management.

What do you like best about the product?

I enjoy the flexibility in data manipulation Gainsight has to offer. Having such a diverse object and field taxonomy is crucial, especially with ever-changing product suites, SKUs, health scoring models and more. Our company absolutely LOVES the approach Gainsight CS has taken toward AI. Not jumping in too quickly, but slowly rolling out items that have truly been impactful. Customer Cheat Sheet has been a game changer for our CSMs. I have had the pleasure of working Elliot H from his time as a CSM, to now managing the CSMs that I'm working with. The attentiveness and effective strategies our Gainsight account team has provided has been top-tier.

What do you dislike about the product?

Due to my learning disabilities, I have found Rules Engine to be difficult to grasp. More visual examples/aides, or explanations of the various join types would be extremely helpful. I also have found it inconvenient and inefficient to not be able to schedule Journey Orchestrator programs by local time zone. Ex: We have a whole AUS/NZ book of business, and we'd like to be able to build one unified Program to go out at 9AM, local time of whatever geo is associated to that Company Object. Instead, we have to build various geo email cohorts and schedule them around the time difference between the geo's time zone and PST. Quite a few features require a large number of clicks for the end user. An example is Cheat Sheet. The end user has to manually refresh the data. It would be nice to have that happen automatically. Or, at least allow admins access to the Cheat Sheet activity data, so a CTA could be built to remind the end user to refresh. Overall back-end access to the AI data and usage is not available, which is inconvenient. We'd like to build reporting on our end users' use/execution of this data for tracking and change management purposes. I would say I'm not the most impressed with the response time to Gainsight Support Tickets. Assumedly due to the time difference, it seems our team now generally assumes we will have to wait at least 24 hours to hear back from Support. In addition to that, it takes just as long, if not a little longer due to having to triage, to escalate any high-priority issues to the correct team. It has proven worrisome when we've had major issues that could impact revenue reporting, CSM bonus calculations and more.

What problems is the product solving and how is that benefiting you?

Identifying customer health risks: Scoring is precise to what we want, and the slow incorporation of AI into the scoring has been great. Digital CSM/Automation: We have successfully automated escalations/high-priority responses to survey detractors and support requests which have dramatically reduced the amount of time our client facing end users spend doing Gainsight tasks and increase the time they are spending with their customers.

What do you like best about the product?

I have been working with Gainsight on a daily base for over a year. I love that Gainsight makes it easy to see how my customers are doing. With the health score it's easy to see the overall happiness of a customer in just one look. Also the CTA's help me on working more efficiently and not forgetting important tasks.

What do you dislike about the product?

I think sometimes it takes to long to load certain dashboards/pages, which can be frustrating.

What problems is the product solving and how is that benefiting you?

Improving efficiency & having a better overview of the customers in my portfolio.