What do you like best about the product?
The prompts within a CTA. The CTA's help me manage my workflow
What do you dislike about the product?
I cannot fault anything about the platform
What problems is the product solving and how is that benefiting you?
Keeping up to date with QBR's. The ability to add tasks within the timeline. Managing CTA's
What do you like best about the product?
I have been in Customer Success for so long, that I remember life without a CSP. Back 'in the day' we CSMs would need to 'check out' a sharepoint, update client data and pray it saved. To have all customer data in one place is key. It speeds up collaboration and customer facing readiness. The reporting is phenomenal. The staff the best part.
What do you dislike about the product?
My biggest 'gripe' is I wish we could send generate surveys for customers with a link I can send in a non-gainsight issued email.
What problems is the product solving and how is that benefiting you?
Customer insights available to all internal employees as needed. Having a way to have all this information at our fingertips for internal stakeholders is key.
What do you like best about the product?
It's a one-stop shop for all things success. I enjoy how easy it is to add things, manage tasks, and review reports. The integrations are also really solid. Most AMs live in Salesforce, so having Gainsight Sally remind them of tasks in Slack is incredibly helpful. The ASPs and playbooks are game changers and easy to learn. I also love all of the material Gainsight shares on its websites—I definitely pulled some of its EBR slides.
What do you dislike about the product?
The Gmail add-on is clunky and doesn't recognize half the contacts. Since the update, the icon now covers my text in an email. It takes 2-3 clicks to use, deterring my AMs from using it.
What problems is the product solving and how is that benefiting you?
Having one source of truth to manage all things success for any account.
What do you like best about the product?
i like the customer health tracking and automation where I can see everything in one shot
What do you dislike about the product?
As an user i can not create my own report
What problems is the product solving and how is that benefiting you?
as of now i have not face issue yet
What do you like best about the product?
The Gainsight product has changed our whole CSM team. We now have thoughtful process with visibility we never had. Our CSMs can be more organized and have more meaningful customer interactions. We have a great relationship with our Gainisght CSM and the support we have received has been tremendous. Really feels like our partner.
What do you dislike about the product?
It is a lot to onboard. I feel like we have been onboarding for years. We still arent using everything. But it takes time and effort to reinvent how we have done CS for years.
What problems is the product solving and how is that benefiting you?
Gainisight has helped us scale and find tremendous effeciencies for our CSM team. We have better processes and have found great wins with Customer Goals
What do you like best about the product?
What I love most about Gainsight is how effectively it consolidates key customer health data into a single, actionable dashboard. As a CSM working with multiple clients, the ease of managing CTAs, tracking engagement, and sharing insights with my colleagues is invaluable. The tool helps me stay organized and proactive in managing relationships and ensures that no account falls through the cracks. The integrations with Salesforce and Gong are seamless, which is a huge plus for tracking customer interactions across platforms. Gainsight enables me to visualize account health and easily plan for strategic interventions.
What do you dislike about the product?
One challenge I've noticed is that Gainsight can feel overwhelming at times, especially when you’re first getting started. There are so many features, and without proper training, the learning curve can be steep. I wish there was more customization available on the user level.
What problems is the product solving and how is that benefiting you?
Gainsight helps me maintain visibility across my book of business, allowing me to proactively manage accounts and focus on those at risk. Its health scoring and automated CTAs ensure timely interventions, while tracking customer interactions is simple and collaborative through integrations with Gong and Salesforce. The number one benefit is that Gainsight saves me so much time in my day by automating many tasks I used to have to do manually.
What do you like best about the product?
The dashboards help me organize my portfolio on a daily basis, and preventively identify commercial growth or opportunities, and also the CTA's we have created internally allow me to identify clients at potential risk
What do you dislike about the product?
It connects nicely with other tools, but the add-Ons sometimes do not grasp email communications, although I think this is an internal setup situation.
What problems is the product solving and how is that benefiting you?
Knowing my Book of business Identify Risk and customer health Tracking my tasks Knowing how to prioritize my work and my clients
What do you like best about the product?
Having a visually-appealing one-stop way to see all of my accounts in one place and how they are doing as far as engagement and overall health. Easy to use and understand, even as a newer employee
What do you dislike about the product?
Making sure info is correctly entered into Salesforce in order to pull it into GS, but this is not a problem with GS itself.
What problems is the product solving and how is that benefiting you?
It helps to see the health of all of my accounts in one place with an easy-to-use interface that helps me update quickly. It's easy to input meeting notes and next steps and tie those to larger opportunities within the organization.
What do you like best about the product?
The Cockpit: I am a visual worker and appreciate seeing all my open action items (CTAs) in one place. It allows me to plan out my upcoming interactions with my customers and be proactive driving use case adoption or exploring expansion opportunities.
What do you dislike about the product?
Selecting a customer opens a new tab which can be cumbersome for the unfamiliar.
What problems is the product solving and how is that benefiting you?
My biggest challenge is time management. A large book of business that includes several demanding enterprise customers would quickly devolve into firefighting without a means to proactively manage deliverables. With Gainsight, I can share Success Plans, collaborate with my customers on timelines and align with internal resources for successful delivery.
What do you like best about the product?
Gainsight is an easy to use, detailed platform that allows Customer Success Managers to swiftly access all information needed to ensure constant engagement, knowledge, support and information is provided to a large customer base. I find it extremely helpful knowing when to engage my customers regarding renewals, I am able to see when I need to make adjustments to configurations, I am also able to easily mitigate risks by getting alerts when negative opportunities are created, this allows me to manage my base with a range of information and notes at my disposal. I use it daily to ensure that I am on top of things.
What do you dislike about the product?
I don't feel that there is anything to dislike, the platform works perfectly for me, I look forward to learning more so I can use it to it's maximum capability.
What problems is the product solving and how is that benefiting you?
The best thing about the product is that it alerts you as soon as you need to engage with your customer regarding certain things, I now know when a renewal assessment is due, I am able to mitigate risk immediately, I am able to add notes around each task and follow a guideline which allows me to provide an excellent experience for my customer. Previously this was all manual and resulted in missed engagements and disgruntled customers.
What do you like best about the product?
We use Gainsight customer success every day! Gainsight customer success has allowed us to streamline the way that we "see" our customers. How? It shows us where our customers are at in their lifecycle with us, and it tells us when one customer has not interacted with us for a while. It helps us to make sure that we don't let a customer slip through the cracks. Also, it is pretty easy to use. Once you understand how it works, it's incredibly easy!
What do you dislike about the product?
The only downside of Gainsight Customer success was the implementation process. Now, this is not Gainsight's fault, we just had to make sure all of our ducks were in a row on our end before we could fully implement the product, which took longer than expected.
What problems is the product solving and how is that benefiting you?
The problems that Gainsight customer success is solving are these: helping us understand our customer journey, customer retention, and correct revenue optimization. We get to see every facet of that on Gainsight and it truly allows us to make sure our customers are where they need to be.
What do you like best about the product?
Gen AI is a game changer and makes analyzing customers needs much easier
What do you dislike about the product?
No ability to build custom reports, this would allow for more detailed data analysys
What problems is the product solving and how is that benefiting you?
Large amount of customers means it difficult to get detailed, meaningful data manually. Gainsights makes this task easier
What do you like best about the product?
Gainsight has been so easy to use in my day to day work and has been a game changer for keeping me organized. The ability to track value adds, customer journeys, and day to day tasks through CTAs has helped me in providing a positive customer experience to my accounts. The dashboards that we have been able to create within GS have been beyond beneficial in keeping me informed on my customers and planning my monthly targets. It's easy to use, all in one place, and so customizable to the individual user. We've recently added the AI functionality and I could not be happier. Yes, it takes time to train and learn but the efficiency gain from the meeting assist feature has been huge. It also helps ensure that account transitions are smooth and effective with little knowledge lost between CSMs. As with every product there are always things you want to see improved or changed but GS has been such a beneficial tool overall for my success.
What do you dislike about the product?
As a user and not an admin it would be nice to have a little more control over playbooks. If we could create our own library of playbooks to help with repetitive CTAs based on our own workflows and customer groups that would be excellent. It would also be nice to have a quick resource of the fields you can use in creating views and what they provide. Building certain reports and views can be a little confusing at first so an easily accessible guide would be nice. The biggest improvement would be the ability to increase the size of certain text boxes without them being dependent on Salesforce sizing.
What problems is the product solving and how is that benefiting you?
Helping with knowledge transfer, organization, and tracking value realization.
What do you like best about the product?
Integrations, Success plans, surveys, user interface
What do you dislike about the product?
The reporting capabilities and visuals customizations has some limits.
What problems is the product solving and how is that benefiting you?
mapping customer journey and CTAs related to each stage
What do you like best about the product?
The platform works really quickly without any delays.
What do you dislike about the product?
Sometimes the menues are not intuitive. The search could work better.
What problems is the product solving and how is that benefiting you?
I have all the information of the client (from different sources) collected in one place.
What do you like best about the product?
The Customer Health Scorecards stand out as the most beneficial feature. They have helped to change our approach to managing and comprehending customer relationships by offering a detailed and real-time snapshot of customer health through the integration of multiple metrics and feedback. This comprehensive method enables us to proactively tackle potential problems and uncover growth opportunities. I use it every day, and I spend very few minutes checking what I need, so it's easy and quick.
What do you dislike about the product?
The effectiveness and reliability of the scorecards are primarily determined by the quality and thoroughness of the data input. If the data is inaccurate or incomplete, it can result in incorrect or misleading insights.
What problems is the product solving and how is that benefiting you?
Using Gainsight Customer Success has been amazing for us. We’ve kept more customers and gain more revenue, which feels great. The platform makes our work easier by organizing data and automating tasks, so we can focus on giving our customers the best experience and growing our business.
What do you like best about the product?
It is easy to use and allows me to manage all accounts in one place with the most important information displayed right away.
What do you dislike about the product?
Not as robust usage data for our customers as some other platforms.
What problems is the product solving and how is that benefiting you?
Keeping a log of past meetings, future meetings, account health and to-dos.
What do you like best about the product?
Very simple to navigate; quick and easy to use for new teammembers.
What do you dislike about the product?
Dashboards and filtering could be improved
What problems is the product solving and how is that benefiting you?
Understanding customer journey leading to churn
What do you like best about the product?
Gainsight allows for our organization to automate customer success workflows to create internal and external efficiences, drive desired outcomes and track towards critial program KPIs.
What do you dislike about the product?
It's hard to mention a downside, but for our specific use case we must leverage Gainsight/Salesforce integration in which the sync of data takes a day for most of our operations. Not a limitation on Gainsight, but our specific use case. I wish it was our source of truth.
What problems is the product solving and how is that benefiting you?
Gainsight helps us automated critical customer lifecycle events and allows us to standardize how CSMs engage with customer to align with brand messaging. It allows me to obtain insightful reporting to understand program success and scale our customer success efforts to our larger client base of 13k.
What do you like best about the product?
Gainsight Customer Success is a must have tool for CSM's. It helps operationalize the work CSM's do. It helps track risk using metrics that are difficult to calculate manually. I especailly love the newer AI tools that help to simplify my work, especially the AI cheatsheet. It's a great feature when you are transitioning account to easily get up to speed on the history and current state of the account.
What do you dislike about the product?
Gainsight Customer Success can sometimes feel like an administrative/ notetaking tool only for CSM's because there are still limitations with intergrations with other platforms that hinder CSM's from working cross functionally with other team members.
What problems is the product solving and how is that benefiting you?
I love that Gainsight Customer Success helps operationalize work, helps with templates and guardrails.
What do you like best about the product?
Gainsight helps in increasing product adoption, preventing churn, and growing customer opportunities.
What do you dislike about the product?
We need an option to paste images as we copy paste email objects or other information from confluence
What problems is the product solving and how is that benefiting you?
The reporting and dashboard features provides a great overview to understand the statistics of the customer.
What do you like best about the product?
Single place of truth for our internal teams, reporting and dashboards provide valuable insights quickly, having an admin makes this customizable for our purposes
What do you dislike about the product?
Can be confusing, some bugs make things challenging
What problems is the product solving and how is that benefiting you?
One place of truth for our internal teams, documenting customer progress, reporting and informing teams of customer data
What do you like best about the product?
Overall, the community is easy to configure, and there are good administrative tools.
What do you dislike about the product?
I wish the system emails were more configurable like the email campaigns are.
What problems is the product solving and how is that benefiting you?
Our community allows us to have bi-directional engagement with our customers and partners.
What do you like best about the product?
-As a Gainsight admin, I love how easy to use it is. My favourite aspect is working with the Rule Engine and the Data Designer as they are highly customizable and flexible. -Very helpful and responsive Gainsight Support Team.
What do you dislike about the product?
-Difficult to troubleshoot 'Gainsight Assist' issues if users are experiencing problem (for example, as I cannot access their Outlook accounts). -Some documentations are difficult to find or are missing when I am trying to troubleshoot issues, thus needing to contact Gainsight Support Team.
What problems is the product solving and how is that benefiting you?
From a Salesforce/Gainsight Admin perspective, there are some limitations in Salesforce which I am able to resolve by using Gainsight. Especially when it comes to reporting flexibility, creating custom data structures, and using Rule Engine to accomplish complex automations (which I find easier to use than Salesforce Flow).
What do you like best about the product?
I love that how user friendly Skilljar is. It's easy to dive right in and starte creating content for your users. I truly appreciated my Customer Implementation Manager, Hannah A, being a true partner while I was navigating setup and implemntation. Hannah was a great communicator and was happy to meet me and respect my prefrences (allowed me to screenshare and aske questions over zoom and answered questions in real time and was also happy to provide support over email if requested). She anticiapted needs and was always down to brainstorm and problem solve.
What do you dislike about the product?
Hummm, I would have to get back to you on this. Nothing really comes to mind.
What problems is the product solving and how is that benefiting you?
It's saving our team time by providing education resources to our customers