Bob B.
Star Rating: 5

What do you like best about the product?
As a Customer Success Manager, Gainsight makes my job easier. It's super easy to use and has all of the features I need to do my job. I use Gainsight every day - it's my go-to. I log in to check my CTA's and I'm in it frequently through the day because it's integrated beauitfully with our instance of Salesforce, but it's organized much better making it easier to find things which, in turns, makes it easier to support my clients.

What do you dislike about the product?
Gainsight tends to have frequent changes and it can be challenging to immediately know where things are. As someone that supports cloudbased software, I know I sound like one of my own customers when I say that! It usually takes a few hours or up to a day to get the grasp of things, so not completely terrible.

What problems is the product solving and how is that benefiting you?
Gainsight organizes things in a way that make it much, much easier to support my clients.

Brandi H.
Star Rating: 5

What do you like best about the product?
Gainsight has consolidated all of our data in one place. Our team can now see information about our customers that was previously in two Salesforce instances and 5 different product platforms. This has allowed the team to see the holistic view of our customers and their journey. Gainsight helps the team be proactive instead of reactive! We have set up CTAs so the team is notified when there are any issues with their customers instead of them having to spend time digging into various systems and synthesizing the information. This allows us to identify renewal risks earlier and get ahead of them prior to renewal time. Gainsight has allowed our CS, Professional Services, and Sales team to collaborate and share information about our customers. This gives our customers a cohesive customer experience where all the players know what the others are working on with the customer. We have been able to deploy a digital CS model using Digital Journey (formerly Journey Orchestrator). This has freed up the bandwidth of our team to focus on customers that have more growth potential or a higher ARR, but our customers still get personalized emails and attention from us along their journey. Gainsight support has been very responsive when we have run into an issue and has helped us troubleshoot when things have gone awry. I also appreciate our dedicated Customer Success Manager and Technical Account Manager - they both have provided so much value to our implementation and have helped us move our implementation faster than we could have without them.

What do you dislike about the product?
I would like to see a more robust email template integration with Outlook. If a template is being used in a Playbook, but is also available through Gainsight Assist, it is a clunky experience when there are tokens within the template. There should also be a way to set up a signature in Gainsight so the emails sent within the Cockpit are more professional looking. The limitation of 5 attachments using Gainsight Assist is also annoying if you have social media links in your signature - Gainsight should be able to accommodate more attachments or have a better work around than having to delete from your signature. This isn't really a dislike, but a caution to those who are planning to implement. You need a full-time Gainsight admin to ensure the platform is used efficiently and to ensure you taking advantage of all of the things Gainsight can help your team with. You also need a partner on your CRM team to ensure clean data is coming into Gainsight. Your Gainsight implementation is only as good as your data.

What problems is the product solving and how is that benefiting you?
Gainsight is help us visualize data from across two Salesforce platforms and 5 product platforms. Without Gainsight our team was spending hours trying to synthesize data about our customers. Gainsight is helping us scale our CS team so we can free up our team to focus on more proactive interactions with our customers. Gainsight is helping us build a knowledge base about our customers we can use to predict churn risk and renewal rates.

Philip M.
Star Rating: 5

What do you like best about the product?
Gainsight has a great amount of functionality (Rules, JO, Data Designer, etc.) wrapped in an interface that is sleek and intuitive. Whenever I am working with my CS team to scope and design projects I already have an idea in my mind of how I will build it using Gainsight best practices. When I have to learn something new, the documentation and design is well thought out for people of all skills and backgrounds.

What do you dislike about the product?
Gainsight's reporting capabilities could be stronger when it comes to calculated fields and percentage to goal formulas. Right now the inventory of formulas in Report Builder and having to build more custom calculations in data designer is less than ideal.

What problems is the product solving and how is that benefiting you?
Automated customer outreach, dynamic Risk and Value Management frameworks, quarterly business reviews, churn based Customer Success Health Score, and much more! The system has given us a way to scale our CS org tremendously over the past year and a half.

Melissa A.
Star Rating: 4.5

What do you like best about the product?
We truly had success with our digital CS thru Gainsight. Gainsight gave us the tools to identify digitally-managed customers with low adoption and we were able to create targeted, personalized campaigns to nudge them in the right direction. The results speak for themselves - we used Journey Orchestrator to increase adoption and retention markedly. Although it took work upfront to centralize our data and build the campaigns, it quickly paid dividends. Gainsight let us coordinate automated email outreach with human touchpoints to successfully course-correct thousands of accounts. We're looking forward to expanding the program to other segments. Overall, Gainsight has become an invaluable platform for improving the experience for our digitally-managed customers. - Gainsight's Journey Orchestrator allowed us to create personalized, automated email campaigns to nudge digitally-covered customers toward better adoption. This increased adoption by 20% for our participants. - The human outreach enabled by Gainsight was also very effective. 22% of our customers who received specialist outreach after the email campaigns resolved their issues. - We increased community engagement by 42% for targeted customers. When we looked at the program holistically, Gainsight helped us increase adoption by 25% and improve retention by 12% for our digitally-covered customers.

What do you dislike about the product?
While I do wish Journey Orchestrator had dynamic content available, we were able to use the email variants to our advantage and send out unique personalized emails without having to create duplicate programs.

What problems is the product solving and how is that benefiting you?
We send out complex adoption and retention campaigns for our Digital Customers Success, build out comp plans, configure detailed healthscores, and show adoption trends through dashboards.

Ester M.
Star Rating: 5

What do you like best about the product?
I used it as end user for a couple of years and administrator for almost 4 years and I find amazing its capability to give a broad, extensive and complete overview of the customer base status and "health". Clear interface, fairly easy to manage and browse.

What do you dislike about the product?
You can't have the most out of it if you don't have a dedicated and well trained GS Administrator. You can still use it, but you'd lose a big part of its power and features.

What problems is the product solving and how is that benefiting you?
Our customer base is big and variegated in terms of revenue, localization and approach to our product. Our way of working is fast and dynamic, so we require a software that can be fast in adjusting itself to the necessary changes. Gainsight is now used by many departments, beyond Customer Success, including Finance, Support, Marketing, Product, Research, etc. as it can give a full overview in a single place (C360) and allows to dig deeper in its dashboards. Journey Orchestrator instead is helping Customer Success to reach many customers at once (Digital or High Touch reach) and Marketing/Research teams with surveys or invitations to programs.

Hope I.
Star Rating: 5

What do you like best about the product?
Gainsight CS is enhancing our ability to gain insights into customers overall health. It is a one-stop-shop for our CSMs and allows us the ability to facilitate more scalability. Additionally, it provides valuable metrics and health data for multiple products a customer may have and interactions with other departments, proving extremely beneficial. The data that it provides our CSMs and Leadership teams are enabling us to be more proactive in our outreach and dynamic in our engagement models.

What do you dislike about the product?
At this point, there is nothing that I dislike. I would mention that we have had a few hurdles with Renewals Center; it is now working for us but some of the syncing between RC and Salesforce is limiting. Though many of our other problems with RC is bad data from our Salesforce, it took more time to get buy ins, as we have had some hiccups due to sync issues which has caused some distrust with the CSMs that need to update renewal forecasts.

What problems is the product solving and how is that benefiting you?
Gainsight CS is allowing us more visibility into the customer's overall account health. We are then able to utilize this data to make more informed decisions about the customers. It allows us to create proper journeys, escalate problems, and just helps create that clear picture of all things that impact the overall customer health. We needed to find a way to scale differently than what we had been doing; with the data we are now able to have the CSMs engage with their customers in a more dynamic way, leaning in when more attention is needed and pulling back to lighter touches when maturity and health are moving in the right direction.

Justin R.
Star Rating: 5

What do you like best about the product?
Our purchase of Gainsight not only gave us a great Customer Success platform it also gave us a team of resources to help us solution to our needs. From professional services that helped us perform a CRM to CRM migration, to consulting services to help us think more deeply about our customer success offerings, to development assistance on more complex technical needs. Dozens of people in community, or directly from Gainsight, have joined us along our own journey.

What do you dislike about the product?
The cost of the platform is purchased at a premium. We'd like to get Gainsight in the hands of more cross functional teams. The extra cost to make Gainsight more accessible keeps the platform among our core user base.

What problems is the product solving and how is that benefiting you?
We have information about our customers in multiple platforms. Gainsight is being configured to act as a single source of truth by consolidating customer insights into a single location; and we continue to expand those insights as we develop the platform. One of our favorite features is the Customer Journey widget which visualizes interactions and updates about a customer across a timeline. All together creates a more complete customer record.

Jaime-Lynn S.
Star Rating: 5

What do you like best about the product?
Since implementing Gainsight, our CX organization has really benefited from the Customer 360 view showcasing relevant customer information in an easily digestable format. This has helped our customer success managers make informed decisions around the health and sustainability of our customers, leading to more impactful engagements.

What do you dislike about the product?
Without a dedicated system admin, you could find yourself consistenly going in circles trying to figure out how to leverage and iterate on the tool. There is value in the training offerings by GS, but with the current economic climate you could find yourself struggling to see the full value if you don't have a dedicated resource within your company. Moral of the story, invest in a dedicate and certified system admin!

What problems is the product solving and how is that benefiting you?
Gainsight is solving by allowing the CX organization to have an impactful tool to document and leverage for customer engagements, that integrates with SFDC and provides cross-functional partners insight into customer health, advocacy and retention efforts.

Brandon B.
Star Rating: 3.5

What do you like best about the product?
The Gainsight NXT experience is seemlessly tied into our Enterprise SalesForce instance which allows fow our users to easily move back and forth between their two main work applications. We have leveraged Gainsight to pull in data from a significant number of downstream data locations to create a 10,000 foot view of each customer in our CS user's base. In doing this, we have been able to remove over 18 existing swivel chairs and able to further use these data streams to build strong, proactive Call to Actions that have not only driven an increase in NPS and Customer Health Score, but moved the needle on a number of strategic and high visibility Marketing campaigns. Overall, the ability to provide at a glance decision making for our customer base has been a significant win as we moved into the Customer Success model and Gainsight has been a great asset in attaining that goal.

What do you dislike about the product?
While generally speaking, Gainsight has been a tremendous asset to us, there is still some room for improvement when it comes to reporting, APIs, and the ability for users to provide updates to data as its represented on the C360.

What problems is the product solving and how is that benefiting you?
The ability to see customer at-a-glance with data originating from over 18 data sources updated daily. We have also built a hand in hand correlation between our marketing team, Salesforce, and Gainsight's Call to Actions for Revenue growth.

Sagan S.
Star Rating: 5

What do you like best about the product?
What I like best about GainsightNXT is the Horizon Rules Engine! My workflow is simplified with Hoirzon Rules Engine, allowing me to preview sample data after a merge, transform, pivot, union, etc., without waiting for the rule to run. In addition, it allows us to import data directly from our Snowflake Connector, removing the need to create an object or Data Design first.

What do you dislike about the product?
Much of the system has improved over the years, and when GainsightNXT was released issues I once had were resolved. As Gainsight migrates the rest of the features to Horizon, I can only it see it getting better! However, my dislike about GainsightNXT is that we are not able to merge Types [Call to Action, Timeline] ourselves. Those two sections often get out of hand in the early stages of the instance, and it's impossible to clean them up and streamline them later without contacting Support.

Recommendations to others considering the product:
For those that are looking to switch to Gainsight, don't hesitate to ask your Gainsight representative questions and ask for demos of features. Or speak with others users that are similar to you for their feedback. Gainsight is very open and willing to go that extra mile to help their customers.

What problems is the product solving and how is that benefiting you?
One of the biggest problems GainsightNXT solved for us, was the ability to connect to a secondary Salesforce instance. Prior to having that ability, we had to have individual Snowflake tables created for us - and then do the merges and transformations on our side [for various reasons]. Due to circumstances, only select fields within various objects were provided, and as we continued and requested additional fields, the bottleneck got worse and worse. The day the ability to connect a secondary Salesforce to our instance was pushed out, we got the approval to move forward with the connection! It changed everything for us. Having the direct connection we were able to bring in more information, on a more frequent schedule, and provide faster turnaround times for our CS Department; this of course led to being able to communicate and get in front of possible issues with those customers faster. Consequentiality, because CSOps was able to integrate the other Salesforce data quickly, other departments started to inquire about automation work we could do for them. Proving even more the value of a secondary CRM tool in the organization.

Mike M.
Star Rating: 5

What do you like best about the product?
I primarily use Gainsight's Journey Orchestrator to execute mass email outreaches to clients on behalf of our scale CSM's. The UI is intuitive and it's made a world of difference in our digital programs and CSM Team efficiency

What do you dislike about the product?
Nothing that I dislike per say! I would love to see a built-in feature (that doesn't require data designer) for "shot in time" reporting. I.e. seeing Journey analytics data week over week, month over month, etc. (rather than toggling between different time-frames).

What problems is the product solving and how is that benefiting you?
Gainsight is helping solve scale CS within our organization. Rather than a human being responsible for all touch-points within the customer journey, Gainsight has given us the ability to lead digitally for our post-sale teams. Whether this be invitations to events, adoption check-ins, launch notifications, etc., Gainsight has given us the infrastructure to remove this responsibility from CSMs and automate digitally.

Andrea G.
Star Rating: 5

What do you like best about the product?
We can finally engineer for CS and we're working to build Digital Programs, so that our CSMs can optimise and invest more time to engage 1:1 with our customers. We built and delivered several Gainsight CS components: - Customer 360 and Health Scores: get more granular and accurate retention and expansion forecasts with robust healthscores and a 360º view of every customer - Playbooks and CTAs: focus your time on the right tasks with data-driven alerts and prioritization - Digital Programs: give your customers the attention they deserve with engaging journeys that offer the perfect blend of human and digital
touch points - Success Plans: create strategic action plans to showcase achieved customer goals

What do you dislike about the product?
There can be limitations within certain features like Rules Engine, but there is usually a way to solve for this utilizing other features. Also, as a general feebdack, your Gainsight implementation is only as good as your data and if you have a complex data structure, you might consider to have a full-time Gainsight admin to ensure the platform is used efficiently and your CS Team is taking advantage of all of the great functionalities Gainsight can help with. Partnering with your Data/CRM Team is also a key driver to make sure accurate data is coming into Gainsight and the implementation is a win-win.

What problems is the product solving and how is that benefiting you?
Gainsight has helped our organization gain a peripheral view of our customer's activity without our Success Team having to check daily manually. Gainsight is being key to helping our organization achieve optimal efficiency along with being the catalyst to scale.

Fernanda P.
Star Rating: 5

What do you like best about the product?
Being able to have all the information from our customers centralized in one place that we consider our source of truth. Reports and Dashboards to make decisions based on performance. Product Usage information to analyze trends, Customer Journey Milestones allowing a clear visualization of the most relevant activities of our customer. Health Score scorecard for risk management. Being able to share SPs with Customers and last but not least Program Automatization for Tech Touch.

What do you dislike about the product?
Rules Engine not working as expected, JO Programs not being delivered to your targetted audience, limitations in the design of the communications you deliver plus not being able to attach videos or GIFs that are too heavy.

What problems is the product solving and how is that benefiting you?
Risk Mitigation through alerts in the Customer Journey. Being able to connect with customers through tech touch by JO programs. Reports and Dashboards on important metrics like HS and NPS.

Julie F.
Star Rating: 5

What do you like best about the product?
I'm actually not sure how CS teams survive without Gainsight. I've used it with two companies and as a CS leader, I can't imagine life without Gainsight. In fact, while interviewing I asked about CS platforms to make sure that my new team was utilizing Gainsight. I could write a book about everything I love. A few of the chapters would be: 1. Dashboards - The ability to customize dashboards for specific roles, teams, and initiatives is really important. CSMs, AMs, Implementation teams, Leaders (and more) each use different dashboards based on their roles and use case. This helps simplify the clutter and noise and allow teams to focus on what is most important to them. 2. Analytics and Reports - Reporting is a must. Many of my team members don't even fully use this to the capabilities but this is a big benefit. 3. Customer Details - Everything you could possibly need. I love the meeting/ note templates. CTAs and tasks. So much information, exactly where we need it. 4. Innovation - Gainsight product is constantly evolving. It has grown so much in the past few years and I feel really confident that anything that isn't 100% perfect will continue to evolve and improve with time. GS team is on the forefront of innovation and I trust they have some exciting things up their sleeve. 5. Scaling - As my team continues to scale, the GS product has become even more integral. We are leveraging many modules/resources in order to build a really cohesive and thoughtful digital and scaled program. 6. Customer Success Thought Leadership - Gainsight is more than a product. It is a community. It is an integral part of customer success. I've followed many of the leaders over the years and have learned so much about the evolving industry and best practices through the community they've built. Leaders like Nick Mehta and Tim Van Lew are surprisingly responsive and eager to hop on calls and discuss customer success challenges and collaborate. In customer success, the customer is at the center of everything we are building. At Gainsight, OUR customer's success is truly at the core of everything they have built. We couldn't do what we do without Gainsight.

What do you dislike about the product?
Gainsight is constantly evolving. As a result, I don't know what I don't know. My guess is that we aren't fully utlizing everything it has to offer because there is just so much. I do wish it had easier capabilities to help us accurately forecast and manage renewals. There are great work arounds and solutions today but those are areas where my team still suplements with spreadsheets.

What problems is the product solving and how is that benefiting you?
We are in the business of customer success. We need to have complete visibility into the health, product adoption, outcome attainment, and value delivery for our customers - as well as renewal, churn/risk tracking, and metric tracking for our team.

Megan P.
Star Rating: 5

What do you like best about the product?
Gainsight is a new tool that my team is using to help manage our customer lifecycle. The best features that I use daily are the landing page/dashboard where I can get a snapshot of customers and affiliated programs. From there I can dive into specific programs and generate success paths with milestone tracking, gantt charts, and activity tracking that keeps account executives and regional directors in the loop. I can tag in colleagues and see their progress on requests and easily engage my customer along the way.

What do you dislike about the product?
The least helpful thing about Gainsight right now is the lack of maturity/adoption at my place of business. We still have different teams using disparate systems and so sometimes things that I expect to be in Gainsight still have to jump back to Salesforce or other software in use around the business. That's more of an implementation issue, though, and likely to be addressed with adoption maturity.

What problems is the product solving and how is that benefiting you?
Gainsight CS is helping me to address the problems of strategic planning, roadmaps, milestone management, and lifecycle tracking. Through gainsight I can see contract renewal/end dates at a glance, track calls to action that are generated manually based on needs of my client or by my leadership team based on triggers they set (such as a marketing campaign or high-awareness activity). It's intuitive, thorough, and functional.

Roxanne C.
Star Rating: 5

What do you like best about the product?
Gainsight has given us a way to focus on the CS way of working in a more intentional light. Task management, intelligent reporting, and automation are all things that we've needed for a long time at our org, and we are super grateful to have such a handy tool to reinforce our way of working.

What do you dislike about the product?
Like any product, enablement and engagement is key to its use. If you roll out features but internally don't have a set process of how to reinforce product enhancements, ways of working, or changes, it can fall flatter than you intend. That's not a reflection on the product so much as a SaaS best practice. Specific to Gainsight, I do find that some items aren't documented super well in the Knowledge Base (or at all) that you often have to find a way of working around. Bugs show up in some strange places, too. But all in all, still happy with the product they have in place.

What problems is the product solving and how is that benefiting you?
Gainsight allows us to bring multiple data sources together in one place to see a bigger picture of the customer story. It allows us to intelligently surface the actions of the customer, translate that through the lens of our CS values, and give specific action points and next steps to our org in order to scale efficiently.

Travis M.
Star Rating: 5

What do you like best about the product?
The workflows that Gainsight offers to our customer facing teams have provided greater visibility into customer data, much quicker and more accessable documentation on cusomer interactions, faster and more efficient prioritization of issues and expansion, and visibility into proactive actions that can be driven from customer data.

What do you dislike about the product?
Getting team members to change their behavior and habits for how they have been completing their work into using the workflows within Gainsight is a challenge because the benefits for them personally are not immidiately clear and there is a learning curve to using something new that provides a challenge.

Recommendations to others considering the product:
Be sure to have your data as organized and as clean as possible before implementing Gainsight. If you bring bad data in or are not clear on how your data is organized, it will create problems in Gainsight that are not because the tool doesn't work. This will cause friction with end-users who see it as a "Gainsight" issue.

What problems is the product solving and how is that benefiting you?
Gainsight is helping us to provide a better experience for our clients by bringing in data from various systems around our organization to display in an efficient and actionable manner that follows a predictable and repeatable workflow. As we have made a transition to becoming a SaaS based company, Gainsight has provided a tool to help us refocus our efforts on client satisfaction and health in order to drive toward greater renewals and decreased attrition.

Marshall T.
Star Rating: 4.5

What do you like best about the product?
* CSMs really walk their talk and openly share their practices as live examples of best practice CS and Gainsight usage * Very powerful and flexible with custom fields and report/data designer functionality (at least for very basic transformations) * Good recent functionality released and decent roadmap/momentum in smoothing off more rough edges

What do you dislike about the product?
* Limited control of colour palette to customise report colours (i.e. based on brand alignment or sentiment) * Inability to connect to/from Azure instead of S3 only * Not yet up to par as a BI solution, so it needs to integrate better. E.g., Needs a Power BI connector & data designer to offer a SQL mode (the no/low-code UI is often slow, unintuitive, and frustrating for specialist tasks) * Support is sometimes excellent and sometimes slow and difficult regarding back/forth understanding of issues

What problems is the product solving and how is that benefiting you?
* Tracking CSM activity and effectiveness. * Measuring and monitoring customer health through lenses of stakeholder & product engagement and customer feedback & support sentiment. * Surveying CSAT. * Consistency of CS practice through prescriptive playbooks. * Capturing customer goals and success plans. * Comms execution Incl. ad hoc email sends.

Kelly R.
Star Rating: 5

What do you like best about the product?
- Quick response times to support tickets - Intuitive tool that can do just about anything you can dream of (and probably more) - Tons of support documentation within GainsightGo to help answer questions self-service - Certification program to guide career development I became a Gainsight administrator with limited prior Gainsight experience. I was initially overwhelmed with the vast capabilities GainsightNXT had to offer. However, with the help of my Gainsight CSM, Michael S, and the robust learning materials Gainsight had to offer (Instructor Led Courses, Gainsight University, Multi-Level certification Program and study materials) I was able to get comfortable using GainsightNXT very quickly. I owned high-value projects using Gainsight within my first few months. Whenever I had a roadblock or question that my fellow Gainsight Admin could not help me with, I knew I could rely on Gainsight's support team to help me in a timely manner.

What do you dislike about the product?
Gainsight has some product limitations, but luckily you can ~almost~ always find workarounds to accomplish what you are looking for. For example, GainsightNXT does not have A/B testing on email programs -- but you can build out a new field and segment participants manually via email variant filter. This can add some additional mental load to your plate as an Admin versus having these features out of the box. However, my companies specific Gainsight instance is very mature and these issues likely won't impact companies that are just getting started with the basics in Gainsight.

What problems is the product solving and how is that benefiting you?
- Growing at scale with automated email outreach to Scaled customer segment - Giving users actionable customer insights via Dashboards/Reports/Scorecards - Sending/Managing Customer Marketing Campaigns Gainsight's automation makes our lives easier as we only need to set up processes once and tweak as needed in the future.

Sam H.
Star Rating: 5

What do you like best about the product?
Gainsight helped us implement more efficient ways to track & view our data! For instance, we recently restructured our customer engagement tracking within Gainsight. We've been able to do this utlizing a variety of features & functionalities such as Timeline, Rules Engine, Healthscore, and Dashboards. It's easy to login and drill into the details of what is going on at each customer. This has made it incrediably clear to our CSMs what the expectations are around our engagements and allows them to easily log the activities and also raise associated risks via our risk CTA process. I received my admin certification over 6 months ago, and that has also unlocked even more potential for our team within the tool. We've been able to create custom objects and views using key features like Data Designer. This makes the tool extremely customizable for a variety of use cases. Excited to keep rolling our more enhancements with Gainsight!

What do you dislike about the product?
There can be limitations within certain features like Rules Engine, but there is usually a way to solve for this utilizing other features such as Data Designer.

What problems is the product solving and how is that benefiting you?
Customer engagements, risk tracking and mitigation, customer advocacy, CSM business management processes

Chris W.
Star Rating: 5

What do you like best about the product?
Gainsight allows me to manage my team and book of business in one source of truth, having a product suite tailored to providing health and engagement across multiple businesses and customers is an absolute must. Having the industry experts, creating a platform for us to use is a game-changer. CTAs and Timelines are key to my team, allowing me to track customer engagement as well as the ROI and outcomes that we can present back to our customers. Surveys and Scorecards, are important but also the analytics of Gainsight / CRM data is pretty critical too. Recent additions of tracking verified outcomes and QBR compliance have further enhanced our health scoring. We now also track our 10 premium add-on features, which highlight top performance, give us more accurate total addressable market data, and allows us to compare to industry averages.

What do you dislike about the product?
I feel there are some smaller integrations missing to support growing customers. Such as easy setup of pulling data from google sheets. I feel that some parts of the product are overly complicated such as data management and journey orchestra. It would be great to have some AI to support on where to target efforts and apply resource. Following on from my suggestion of AI, having chat GPT or similar which would provide insights into the content of CTA or timeline activities would be a game changers. For example I currently export timeline activities of a certain type, I input all the data into GPT to then provide me with a punchy summary that I communicate up the chain. This quickly allows me to get exec-friendly content for some of the bigger ROI items.

What problems is the product solving and how is that benefiting you?
Managing a large book of business and allowing us to prioritise and manage our customer base. Also allowing us to track success and see how we track against our company OKRs.

Matthew M.
Star Rating: 4

What do you like best about the product?
Gainsight allows me to keep accurate and up to date notes on all of my customers in a single organized place. Not only that, but I also track and share all of my expansion opportunities and risk assessments with my superiors via gainsight. This allows myself and my managers to have weekly conversations and accurately track my performance, as well as the general state of my customer base. It pulls information directly from Salesforce, so I don't need to open mulitple pages when trying to get customer information.

What do you dislike about the product?
UI could be a little more intuitive/easy to use.

What problems is the product solving and how is that benefiting you?
Recording customer touchpoints, which allows my managing team to have insight into my day to day. Tracking opportunities within my customer base, which keeps me organized.

Tim G.
Star Rating: 5

What do you like best about the product?
Gainsight CS provides an intuitive central place to understand everything that is going on with customers. From health, to usage, to renewal and expansion opportunities, Gainsight CS ensures that customer experience and customer success are our greatest differentiators. Gainsight the company is always innovating and investing in their passionate community.

What do you dislike about the product?
I have a lot of features on my wish list that I hope Gainsight gets to at some point -- however none of them are showstoppers, and Gainsight is a nimble and rapidly evolving company.

What problems is the product solving and how is that benefiting you?
We use Gainsight to keep track of customer information details, health, usage, communications, people assignment, success plans, and tasks -- all in service of driving better experiences for customers, a higher percentage of customers achieving full value realization, and maximizing net dollar retention (retention and expansion).

Verified User in Staffing and Recruiting
Star Rating: 5

What do you like best about the product?
Gainsight CS has a wide range of product functionality coupled with an easy to use interface. Our GTM teams rely heavily on Gainsight CS for tracking attainment against core KPIs, account prioritization, having a centralized place for all relevant data/info for an account, and so much more. As an Admin, one of my favorite product features is data designer, which is an easy way to bring multiple data sources together, transform data, and conduct complex analysis with relative ease. It also helps us create custom objects that store critical account data and surface these in reports and dashboards for our team. We also use Gainsight CS for many of our scaled customer solutions including automated customer emails, customer surveying, internal readouts and digests, etc. The product meets so many of our needs as an organization. Additionally, the product support and community are next level!

What do you dislike about the product?
There are a few minor product functionality limitations that we run into from time to time. For instance, with Journey Orchestrator programs it is nearly impossible to pause and edit an existing program.

What problems is the product solving and how is that benefiting you?
We use Gainsight for building and measuring CS team KPIs We also use it to help identify risk (Account Health), which ultimately helps us improve our retention rates

Harvey R.
Star Rating: 4.5

What do you like best about the product?
There is a lot to like about GS, from the insights and ease of access to all your customer account information to being able to get metrics on usage trends, etc. The calendar sync is amazing, it makes logging customer interactions so much easier. The integration into Gmail, with being able to auto associate interactions to customer accounts from Gmail. Playbooks and automated email responses, the list can go on. I use this every day to support my customers, input data, build insights, and make sure I am keeping on track to maintain my customer's success.

What do you dislike about the product?
I haven't found anything so far that I dislike. I have experienced a few small bugs that have been remedied, but overall I really enjoy the GS experience.

What problems is the product solving and how is that benefiting you?
Honestly having a wealth of information all in the same place, which is quick and easy to navigate too. The ability to get trend analysis, positive and/or negative. Helps with day to day efficiencies when it comes to logging customer interactions, with the calendar hook up or the Gmail extension, makes logging interactions quick and easy.

James D.
Star Rating: 5

What do you like best about the product?
The ability to tie all of our CX data into one centralized location. Product Usage, Support, Sales, Professional Services, LMS & Marketing Data. With all of this data located in one place, we're able to make strategic and proactive decisions that best serve our customers as a whole and individually, primarily through our health scorecard.

What do you dislike about the product?
Not being able to send email snapshots of dashboards. The powerpoint is messy and has too many pages to consume for executives.

Recommendations to others considering the product:
Evaluate how clean your own data is in the sources you wish to use and take action on in Gainsight. Gainsight is a great tool and helps you have more time for being reactive. But without clean data, all systems are useless.

What problems is the product solving and how is that benefiting you?
Ability to assess where a customer is along the customer lifecycle journey and what their current and previous health and trajectory are. Because all of our customer lifecycle data is integrated into Gainsight, you could be entirely new to an account, review their account page and understand their usage, strategic goals, ROI, and accomplishments within minutes. It helps us especially with being predictive when it comes to customer revenue and churn.

Zack S.
Star Rating: 4

What do you like best about the product?
The most helpful components of Gainsight are the centralization of customer data into the C360, the flexible reporting/dashboarding, and the sophisticated Journey Orchestration capabilities. The JO Module allows you to build out complex journeys via email & in-app with scheduled sends & conditional logic. This has allowed us to build a digital-led CS motion augmented by human CSMs.

What do you dislike about the product?
Gainsight can be very complex to configure, it requires integrations with a number of data sources in order to be regarded as the "source of the truth" for CSMs. From a Journey Orchestrator standpoint, the UI/UX is not intuitive and takes quite some time to ramp up. We have experienced delays in email sends and a lack of visibility into email engagement data. A specific example recently where we were disappointed is that Gainsight rolled out the ability to log JO Emails to the Customer Timeline but failed to make that a reportable value on the Activity Timeline object.

What problems is the product solving and how is that benefiting you?
Gainsight allows us to engage at scale via digital motions (namely email) which is very beneficial to our organization. It also allows us to create sophisticated health scores to identify risk in advance of renewal dates.

Verified User in E-Learning
Star Rating: 5

What do you like best about the product?
Gainsight is a powerful tool that allows you to bring in any and all customer information in order to display, digest, and strategically act upon it. It can simultaneously assist in your scaled CS efforts as well as support highly strategic CS motions such as risk mitigation, upsell/cross-sell opportunity highlighting, and powerful reporting and dashboard capabilities make it easy to view the impact of these actions. Having administered multiple Customer Success platforms in my career, I can say without a doubt Gainsight is the best. Not only that, but they are continuously innovating on an already industry-leading platform.

What do you dislike about the product?
There can be various product quirks that make things a bit more difficult or unintuitive and the support can sometimes leave something to be desired but having a COM makes any support needs infinitely easier.

What problems is the product solving and how is that benefiting you?
Gainsight is very helpful in our scaled CS efforts and allows us to proactively communicate to our customers if they fall below certain thresholds. It also provides great visibility into our customer's product usage to identify potential risk or opportunity.

Shannon M.
Star Rating: 5

What do you like best about the product?
I am a CS Ops professional and have been a Gainsight admin for over a year now, and it's incredible what this system can do to help your CS Org achieve its goals through both out-of-the-box functionalities as well as customized solutions. The is almost nothing this tool can't do, and the flexibility to build customization for your processes is top-notch. Product: - C360 and Timeline view can pull in endless data about your customers, track all conversations/milestones, and help your teams prepare for quality conversations with customers and view it all in one place - Dashboards feature offers a variety of pre-built dashboards that provide CSMs with insights into customer engagement, product adoption, and renewal rates. We have also created tons of custom dashboards to track specific metrics that are important to not only our CS team, but Product, Account Management, Marketing, and Partnerships teams. - Playbooks have been instrumental in standardizing our processes for scaling and we have several teams within and outside of CS benefiting from them and loving the customization it provides. - Journey Program Automation has helped us scale with 1:many communications to streamline customer engagement. - Integrations are plentiful and have been key to our success! Gainsight CS integrates with a variety of other business applications, including CRM, help desk, and marketing automation software. This allows CSMs to access all of their customer data in one place and automate tasks across multiple systems. In addition to SFDC, we LOVE the Gong, Zendesk, and Gainsight PX integrations. If you are looking for a comprehensive solution to help you improve customer engagement, adoption, retention, and growth, then Gainsight CS is the ONLY option to consider!

What do you dislike about the product?
Support wait times can take a while, but if you submit via the form on their support page you can choose the severity to escalate it, whereas if you email [email protected] I believe it defaults to "Normal" or low priority. Also, this is not a "dislike" about the product or services, but it's important to note that if you are a large, scaling organization you should invest in hiring a full-time Gainsight admin, as administering the system and making new configurations is a job in and of itself! There is so much to learn and so much the system can do, so the investment is well worth it.

What problems is the product solving and how is that benefiting you?
- Allowing us to gain deeper insights into our customer's product usage and health scoring metrics, and enabling our team to be more proactive at identifying and mitigating churn risk. - Allowing our CSMs to provide personalized service and address customer issues quickly and efficiently with Calls to Action and all customer data in one place. - Streamlined book of business management for our CSMs. They know which customers to focus on now, next, and later which has been critical given our team manages a high volume of customers per rep. Gainsight CS automates many of the tasks that CSMs typically perform, which frees up their time to focus on more strategic activities. - Allowing us to collaborate with other departments within our organization, such as sales, marketing, product, and partnerships. It is now a CS only platform!

Natalie C.
Star Rating: 5

What do you like best about the product?
There is a lot that I love about Gainsight CS, but below highlights the key wins we have had to support our scale efforts: 1. Hub of Customer information to support CSM's (note taking, centralized place for customer details etc) and our ability to report / see this consistantly. 2. Ability to send emails to our Customers on behalf of our CSM's to support our scale efforts 3. Customer Health Score. 4. Dashboards that give Leaders the ability to see what is happening with our Customers at any time.

What do you dislike about the product?
Some feature limitations: email analytics, dashboard calculations (inability to have decimals showing if calculated field).

What problems is the product solving and how is that benefiting you?
Below highlights the key wins we have had to support our scale efforts: 1. Hub of Customer information to support CSM's (note taking, centralized place for customer details etc) and our ability to report / see this consistantly. 2. Ability to send emails to our Customers on behalf of our CSM's to support our scale efforts 3. Customer Health Score. 4. Dashboards that give Leaders the ability to see what is happening with our Customers at any time.

Nishanthini B.
Star Rating: 5

What do you like best about the product?
Gainsight is a one stop shop tool for Customer Success where it helps to run theri book of business. It's powerfull tool where we can bring the data from multiple sources to have it as one stop shop for Customer Success. There are so many features that helps admin to configure the automation so that the CS can make most out of GS functionality as possible.

What do you dislike about the product?
The least helpful about GS is the email template editor. We would like to send well formatted email templates to our customer however we have been facing some issues with template editor where the level of farmat differnece between outlook in PC vs Mac. GS has to improve this functionality so that our customers wouldn't be wired about reading our automated emails. Other than that Gainsight is a great tool and they have been improving a lot and its great to use Gainsight on a daily basis.

What problems is the product solving and how is that benefiting you?
Gainsight CS is solving most of our problems and being very productive and responsible. They're reachable and willing to listen/help any issues. Always welcomed out input and feedback. It has been great experience with Gainsight CS.

Caity S.
Star Rating: 5

What do you like best about the product?
Gainsight has moved us from a reactive CS organization, to driving business outcomes with our Customers. We have the ability to demonstrate their adoption, base-line them in comparison to others in their segment, and document their outcomes without needing to leave the platform.

What do you dislike about the product?
The only challenge the I have it with the administration, and sometimes it can take a while to configure things. This is more a user issue than a product issue.

What problems is the product solving and how is that benefiting you?
Gainsight allows us to have a holistic view of the customer, in one consolidated dashboard. It allows me as a leader to measure my teams success in their role as well.

Verified User in Telecommunications
Star Rating: 5

What do you like best about the product?
The ability to gather the data and create usable dashboards for many different situations or teams (leadership, high touch CSM, tech-touch CSM, etc.)

What do you dislike about the product?
Since NXT is still relatively new, some quirky UI issues pop up or a feature you might expect to be available (e.g., exporting the list of licenses of the user management page). However, there are usually ways to work around those shortcomings, and Gainsight actively listens to its customers to add requested features.

Recommendations to others considering the product:
Make sure you research where your data is coming from and the "Source of Truth" of that data. Cleanse it as much as possible, so upon rollout/implementation, you know you're working with the best information possible.

What problems is the product solving and how is that benefiting you?
Our CSMs were generally living in Salesforce and using data out of there. We are working towards having everything a CSM needs in our Gainsight platform and providing them with quick, digestible data.

Andor F.
Star Rating: 5

What do you like best about the product?
- Ability to transform and create new datasets which can be used for comprehensive reporting, trigger proactive calls to action - Very configurable / customizable platform - Comprehensive 1:M email campaign and program automation that allows you to fully run a pool model / digitial segmentz - Interopability with othere platforms such as SFDC, Hubspot, JIRA, Zendesk (to name a few) - Seamless intregration with SFDC; can directly access Gainsight via an SFDC iFrame - Amazing team. CSMs, Technical Account Managers and consultants are insanely knowledgable and can make some of your craziest, innovative ideas come true! - Rules Engine is phenomenal! Allows you to be as comprehensive or as basic as you want with your calls to action or data management. - C360 is very customizable, can create different views for different teams/segments - much easier to navigate customer insights than other CS Platforms, and SFDC. - Phenomenal health score framework - you can really get robust and easily have a data-driven health score

What do you dislike about the product?
- Not a dislike, but a best pratice for new customers/prospects: Gainsight def requires an Admin/Ops team. Do yourself a favor, but away your ego and do not let non-ops people administer the platform. They do not have the right skill sets and will potential ruin the experience for the organization - There are some random limitations that always catches you off-guard, but usually you can find a workaround - Although they are alwasys innovating, there are some some admin configs that are somewhat time-consuming / clunky for the admins, but not the end of the world - Reporting / Dashboards are good - but hard to compete with a Tableau/BI sofrware; but intergrates very well with Tableau!

What problems is the product solving and how is that benefiting you?
CSM Efficiency: Automation, easy access to customer insights and proactive workflows that takes a lot of mundane tasks out of the CSMs hands; allowing them to spend more time with actions that drive value to customers

Jonathan H.
Star Rating: 4.5

What do you like best about the product?
Appreciate the support the Gainsight team provides as we adopt the platform - excellent partnership and experience with their CS team. Gainsight's Dashboard & Scorecard functionality allows us to gather insight about the health of our business and share insights across the larger ecosystem. That insight allows us to make informed decisions with where we invest our time and resources as we strive improve CSAT and ROI. CTAs and Success Plans give my team templated guidance around accounts activities they use - we're looking at building these out to be external tools used to further engage and provide visibility of milestones with our customers. It's an easy to use software that helps our CSMs centralize and organize their thoughts with their broader internal and external teams.

What do you dislike about the product?
Would like to see more OOTB solutions standardized for enterprise businesses. Without a dedicated Ops team, we've struggled to fully realize the potential of the tool that we know is there.

What problems is the product solving and how is that benefiting you?
Gainsight provides me and my team mechanisms to ensure we're driving the right activities within our customer base to drive adoption and value realization with our solutions. The potential automation, integrations, and digital touch opportunities the tool drives is immense. As we look to scale Customer Success across our customer-base, Gainsight will give us a mechanism to realize that scale.

Eric V.
Star Rating: 5

What do you like best about the product?
Gainsight is a very user-friendly system for Admins, CSM's or CS Managers but one of the many things I love about Gainsight CS is how easy the onboarding process was for a new Admin, I find it very easy to find the answer to any question I might have. The Gainsight support documentation is very thorough and helpful, the office hours they have available twice a week are great, and the webinars they have for new releases and product updates, or just asking our CSM and Support Analyst. They do a great job making sure we have everything at our disposal to be successful.

What do you dislike about the product?
I wish we had more freedom as Admins to create and edit as we please. For example not being able to edit the "Create Objective" page layout seems like something that we should be able to edit quickly but can't. Not able to have permissions on specific fields makes data permissions a little more complicated.

What problems is the product solving and how is that benefiting you?
Being able to track new risks for any size account as soon as we see them come up to help reduce any possibility of churn. It's very easy for risks to get unnoticed for even bigger accounts but with the scorecard, and timeline features it makes understanding who is at risk and why they are at risk much easier

Damien N.
Star Rating: 4.5

What do you like best about the product?
Gainsight CS has proven to be an invaluable asset in my transition to the Customer Success Manager role. The platform's ability to provide a 360-degree view of our customers is its standout feature. This comprehensive perspective allows me to gain deeper insights into customer needs, preferences, and challenges, which enables me to tailor engagements for maximum impact.

What do you dislike about the product?
While Gainsight CS has so far been immensely helpful, the learning curve for new users might be a bit steep initially, especially for those who are not familiar with similar platforms.

What problems is the product solving and how is that benefiting you?
Gainsight CS is effectively solving a range of critical business problems in my role as a Customer Success Manager. One of the key challenges it addresses is the need for a comprehensive understanding of our customers. With my recent transition into Customer Success, gaining insights into our customers' preferences, pain points, and behaviours is crucial. Gainsight's 360-degree view of customer data allows me to do this effortlessly.

James D.
Star Rating: 4.5

What do you like best about the product?
Love the ease of use and visibility of account metrics, also a massive win is the calendar sync up straight into Gainsight, saves me hours on admin.

What do you dislike about the product?
I do feel some improvements could be made within the Success Plan section, mainly the UI and the inability to have sub tasks. For example on Monday.com its a really nice UI where you can drag and drop objectives into different status' within the Success Plan journey to value realisation. Also if you have an objective to reduce abandonment rate to 4%, and the tasks where ways to achieve this object such as introduce Queued Callbacks or streamline Call Plan routing etc, you could then add sub tasks for each task to show progress on each element to the overall end goal.

What problems is the product solving and how is that benefiting you?
Quick and easy visibility of my account portfolio, to identify positive/negative trends as well as getting insights to company news. Having everything in one place is amazing.

Justin B.
Star Rating: 4.5

What do you like best about the product?
Powerful data anlyatics tool. Can bridge multiplate data sets. The Scorecard features. Amazing staff and support team. Ability to tell the customer story from start to finish. Always updating and providing process improvements.

What do you dislike about the product?
Being a Gainsight admin will take awhile to really beging to make sense to new admins. It's a learn by doing tool, so you have to remind yourself that your first year or so will be mostly filled with concepts and failed executions. However, once you get a firm grasp on concepts and features, that goes away pretty quickly.

What problems is the product solving and how is that benefiting you?
Gainsight CS solves the problem of "How do you become a proactive Success team that uses data to help guide the user experience?" With the ability to leverage data from almost anywhere, it has shaped the customer narrative in a way that allows us to provide better service than ever before.

Verified User in Information Technology and Services
Star Rating: 5

What do you like best about the product?
- Extremely easy to learn and use. - Provides a lot of customization to help generate custom reports and custom dashboards. - The tool feels very light and the reports get generated very quickly.

What do you dislike about the product?
- The GS plugin for gmail at times doesnt update the timeline to the right account. The process of correcting this is not easy and literally have to do a manual copy and paste. I feel this can be improved.

What problems is the product solving and how is that benefiting you?
- I spend close to 2 hours a day using GS. It helps me get an overall health of all my customers. - I can easily identify the accounts that need immediate attention and take the right actions. - Reports are easy to generate and I can do lot of customizations which makes life really easy.

Cheryl W.
Star Rating: 5

What do you like best about the product?
As a former Gainsight user in another company, I really wanted to use Gainsight at Dottid for our CS team but thought it would be difficult to find a package priced to suit our needs as a SMB company. We were thrilled Gainsight has a sales team to not only accommodate our financial needs but also our desire to implement quickly. As soon as we set the wheels in motion, Gainsight set up an initial meeting to understand our requirements, pricing and timeline. We had clear and consistent communications throughout the sales process and into implementation. We worked with Gainsight's implementation partner, nCloud Integrators, who had our Kickoff, Implementation, User Training and Go Live planned to suit our schedule. It was a pleasure to work with Areya and the General Markets team.

What do you dislike about the product?
There are always things as a administrator and end user you would like to see or have as an enhancement or feature but for the most part I have no complaints. Wish list: Be able to reorganize or reorder of importance by drag/drop the monthly milestones on the C360 journey map. Also, it would be awesome if there was a scroll bar on the Journey Map so you could easily navigate to the past and back to current day.

What problems is the product solving and how is that benefiting you?
We had a different CS tool in place that didn't allow us to appropriately track revenue, usage data, customer risk, easily create reports/dashboards, have a single scorecard with mulitple weighted measures and GS allows us to do all this and so much more.

Brittany P.
Star Rating: 5

What do you like best about the product?
The most helpful aspect surrounging GS is that it pulls all data into a one view / seamless space. It allows a CSM to plan out their day, week, and month in a way that enables overall relationship success for the CSM + client. It provides both CSMs and CSM Management the tools needed to have their most productve quarters.

What do you dislike about the product?
While GS is customizable to a degree, it does take a learning curve to navigate how to customize appropriately and what is / is not available.

What problems is the product solving and how is that benefiting you?
Overall GS enables our CSM org to ensure our net revenue is protected as a bottom line. We are able to monitor, track, and strategize on engagement with clients, keeping on top of all the customer's needs and organizing our portfolio with ease.

Angie D.
Star Rating: 5

What do you like best about the product?
Gainsight's Journey Orchestrator (JO) has been a vital tool in our digital customer success strategy. The query builder allows us to easily combine data points existing across various objects in our CRM into a single, usable participant list for digital cs outreaches. Gainsight has allowed us to operationalize our entire customer lifecycle across all CSM segments. Data Designer has also been a game changer for us. It leverages the same concept of combining data points in various areas into one object allowing enhanced reporting capabilities. After adjusting our NPS strategy to leverage Gainsight for NPS survey distribution, our survey response rate increased +500%! Gainsight has been excellent for external communication with customers, however, it's also serving as a valuable tool to create efficiency and productivity with internal outreach as well.

What do you dislike about the product?
The email builder could use some enhancements. We've adopted a plain text look to our digital customer success emails which have proved a better response rate. However, it would be great to have drag and drop functionality to create clean, formatted, newsletter style emails without designing in HTML/CSS, using a 3rd party tool to create content and export HTML/CSS, or outsourcing to Marketing. This functionality would enable us to send customer newsletters to drive traffic to the community, as well as internal voice of the customer newsletters. This would take Gainsight's JO to the next level!

What problems is the product solving and how is that benefiting you?
Gainsight allows us to scale customer success operations, enables our CSMs day-to-day, offers robust reporting, and more.

Louis P.
Star Rating: 5

What do you like best about the product?
Tracking customer sentiment within Customer Success, sharing that information across our GTM teams, and the flexibility that Journey Orchestration provides us to nurture customers through their adoption of the Buildertrend platform.

What do you dislike about the product?
I don't have many dislikes about using Gasinsight CS. Perhaps being sure that internally, we have the right level of capacity across our organization to successfully build, enhance, and optiize the offering. This has less to do with the product functionality, and more with planning and cycles needed to get the most value out of the deployment.

What problems is the product solving and how is that benefiting you?
Customer sentiment tracking and overall management of this process. Gainsight has made it so much simpler to administer this space. The use of customer sentiment across our Sales, Marketing, Customer Success, Product, and Operations teams has dramatically increased since our adoption of Gainsight as our CS platform of choice to support our rapidly-growing customer base.

Roc G.
Star Rating: 5

What do you like best about the product?
Gainsight makes it easy to track almost everything I need to do daily. I love the automation. It's easy to customize playbooks based on specific goals for customer outreach.

What do you dislike about the product?
I have between 50 and 100 CTAs at any given time, we met with someone from Gainsight's customer service or product team last year, and I mentioned to them that it would be helpful if I could arrange CTAs in my cockpit-like cards in an app. I would still really like to have that ability. The ease of customization of playbooks can sometimes cause us to create too many but that may be more a problem with our processes than with the platform itself.

What problems is the product solving and how is that benefiting you?
It's helping solve the problem of organizing all of my team's customer outreach tasks. We're able to more efficiently onboard new customers, keep track of where they are in the oboarding process, and therefore decrease time to value. We can reduce churn risks by automating playbooks based on key metrics.

Rachel H.
Star Rating: 5

What do you like best about the product?
Gainsight has unlocked the potential of our Customer Success team! When we were previously limited by access to data and other tools, we were able to harness Gainsight instead! No access to data, boom load S3 files in daily from multiple environments! No centralized database, boom load data into custom Gainsight objects to combine! No single source of truth on our customers, boom api integration to Confluence to reestablish the CS team as the source of truth!

What do you dislike about the product?
As a Gainsight administrator, you learn to live in within the constraints and limitations of the application to do what you can for the team. This often means trying to solve a solution multiple times before finding one that works. Rules Engine not working out, try Data Designer. Simple JO Program not working out, try an Advanced JO Program.

What problems is the product solving and how is that benefiting you?
Gainsight enables disparate client data to be centralized and actionable for our team. Gainsight is becoming the go-to-solution across the company for storing and centralizing client data, which is a pretty cool change in mindset.

Victor S.
Star Rating: 4

What do you like best about the product?
- Centralized Data on all our customer - View on my personal portfolio of customer. - Follow my tasks (Call to action) - Have personnalized dashboards and insight on our Customer base. - Being able to communicate between GainSight and other tools like Slack, Google Agenda / Gmail, Hubspot.

What do you dislike about the product?
- Need of understanding for the links between client page ; his tasks ; the link beetwen specific information that are not actualize/synchronize fast enought or at all.(ex : Postponed meetings linked in my Dashboard) - Main pain : difficulty to view and write/type with different text fond etc into the Timeline tab. The square for an event is pretty small.

What problems is the product solving and how is that benefiting you?
Following precisly our customer, centralize and communicate on client date between our different teams. Have insight on our custumer. It helps us sharing information and achieve client success - good following.

Michael W.
Star Rating: 5

What do you like best about the product?
Gainsight allows myself and my team the ability to automate a lot of processes throughout the day to day operations of CS. With the ability to send emails out through programs it has allowed for us to reduce the man power needed when sending out renewal notifications throughout the life cycle of a customer.

What do you dislike about the product?
Not a lot of downsided to Gainsight CS, except for the typical functionality that is in the weeds and very case specific. So overall I don't have any dislikes or complaints.

What problems is the product solving and how is that benefiting you?
Automating email sends and CTA creation that brings all the information a CSM needs to be successful during calls and day to day tasks.

Clayton C.
Star Rating: 5

What do you like best about the product?
Being able to take our Salesforce data and transform it into a high-quality visual journey for our CS team is key. This allows for them to proactively "see" insights for their book of business to ensure the best actions and solutions are taken and provided for their customers. From C360 to cockpit to dashboards/reporting to surveys and timelines, our team gets a full encompassing view to best leverage and utilize data to properly engage with their customers. The Gainsight Support team is outstanding and always provides direction for any issue, and if they cannot resolve it in real-time, the process for escalating tickets for a solution is amazing.

What do you dislike about the product?
I believe there are too many concurrent releases without adequate introduction, testing, up-training, and/or process documentation to truly make an immediate value impact to our day to day. I get easily lost with all of the news and updates, and while I try to make an effort to prioritize time to review what's new, it is hard and overwhelming at times. Training material that includes in-depth material with tutorials showcasing a variety of use-case examples would be a huge benefit.

What problems is the product solving and how is that benefiting you?
CSM book of business management. ELT insights with dashboards/reporting on various CTA types; mainly CSM Alerts and Churn Risk. JO programs for mass email communications, as well as customer-centric communications.

Corey G.
Star Rating: 5

What do you like best about the product?
Gainsight is very helpful for consolidating customer data in a single place; the Customer 360 view enables me to quickly get up to speed on an account and the dashboards allow me to view customer information in bulk. It is far more immersive than I've seen from competitors and easier to use than accessing information via Salesforce. The Cockpit is helpful for tracking playbooks in bulk; as a Scale CSM I have hundreds of customers and need an easy way to track action items, which Gainsight allows.

What do you dislike about the product?
The biggest downside I've seen is some of the operational lift required to send information downstream, specifically to Salesforce. That being said, this is still possible and is not a deal breaker. Fundamentally, the product does a great job and there's not much that I would say is missing.

What problems is the product solving and how is that benefiting you?
Gainsight is helping me track my active customer playbooks in a scalable way, while also allowing me to create templated and repeatable engagements to improve productivity. I also use it to track customer health via dashboards, take meeting notes, and create reports. All of these enable me to consolidate workflows so I don't have to jump between disparate systems, while also enabling me to better focus on which customers only require digital engagement versus those that require human intervention.

Alexis C.
Star Rating: 4.5

What do you like best about the product?
I love the ability to centralize all our data and KPIs into one place. I love the flexibility of the platform and editing features that allow me to constantly iterate on the programs we've created. I love the way we can connect PX data to NXT.

What do you dislike about the product?
Some features work better in theory than reality. I see the immediate value that success snapshots could provide both our CS and Sales teams, but don't feel like the practical application of the feature works how I would need it to be useful. I'd like the success snapshots to be used to create 2-click, self serve solution for our sales teams to generate QBR level data and scale expansion efforts with our enterprise level accounts.

What problems is the product solving and how is that benefiting you?
I have one pooled CSM on my team that is currently assigned to 2800 accounts. That would be impossible for us to achieve without the use of gainsight NXT and PX. We also have solved many of the hand-offs / escalation processes using gainsight as well. Scalability, process enhancement, and impact measurement.

Andrew L.
Star Rating: 5

What do you like best about the product?
Gainsight is a robust tool with a centralized location for logging our customer engagement data. We are now taking advantage of some of the automation features we hadn't before and getting additional value out of the platform. Everything from NPS to renewals comes through Gainsight now.

What do you dislike about the product?
Just like any enterprise platform, if you don't implement it properly, it won't be successful. The first implementation had been geared towards management reporting which CSMs saw little-to-no value in. We've since then re-architected to pipe as much data into a single place to make this more valuable for them. Always consult with your CSM to make sure you get the most out of your investment.

What problems is the product solving and how is that benefiting you?
The biggest problem is all the disparate sources CSMs have to go to in order to have a full picture of their customer's health. Over time, we have been addressing this by adding more and more data to Gainsight. The automation features are tremendously valuable for our SMB cohort, but less so for more high touch customers. CSMs in the high touch segment seem to be the biggest detractors of the product.

Erin H.
Star Rating: 5

What do you like best about the product?
Gainsight gives our organization an easy ability to distribute communications, whether that be via Journey Orchestrator, PX (In-App), or Gainsight Assist. Using Gainsight as a means for digitizing our CS motion saves our Customer Success Managers time while ensuring our customers get what they need when they need it.

What do you dislike about the product?
While Journey Orchestrator simplifies bulk communications, it also could use improvement. Currently, you can only automatically remove a user from a multi-step email program if a link is clicked or an email is opened. I would like to see this include responses (i.e., automatically knock off a user if/when a response is received).

What problems is the product solving and how is that benefiting you?
Gainsight gives us visibility into the entire customer profile (including customer health, risk information, outcome tracking, etc.). Gainsight also keeps our CSMs organized by providing CTAs, dashboards, and reports, making it easy to track what they need to do within their book of business.

Andrey T.
Star Rating: 4.5

What do you like best about the product?
Dashboarding is by far the most robust amongst CS tooling. I also love the timline and cockpit as it gives you quick line of sight. The gainsight assist plugin is invalueable.

What do you dislike about the product?
Be carefulk how you implement: 1. CTAs can be noise 2. Data, Data, Data. You need to understand what good vs bad customer looks like via data. If you don't, your helathscore would be meaninigless

What problems is the product solving and how is that benefiting you?
Visibility into risk and future state playbooks to run to solve the problem. Journey tracking via timeline is super helpful.

Alex A.
Star Rating: 5

What do you like best about the product?
I enjoy that I can get all of my health scores, timeline entries of meetings/calls/tasks all completed within this system very easily. The integrations with chorus.ai and others also makes the tracking even easier.

What do you dislike about the product?
I only wish I could find it easier to ensure that duplicate emails at various companies could track responses for more than one company. I log emails for clietns that own 3 or 4 companies, but unfortunately it forces me to only be able to log to one.

What problems is the product solving and how is that benefiting you?
Gainsight CS is solving the problem of proper account management and ensuring communication stays consistent. It benefits me by making sure I am on top of it with each and every client.

Verified User in Telecommunications
Star Rating: 4.5

What do you like best about the product?
Gainsight is a overall great tool for any Customer Success team. They've thought of all the key areas a CSM/CSAM needs to see to manage their book without duplicating work. We use a Salesforce integrated expierence, so we get the best of both!

What do you dislike about the product?
Honestly it's overall great. They would benefit from some 'click optimisation' (i.e. reducing user effort to do everyday tasks like logging meetings). If ever I've rasied a ticket they've jumped on it but in-platform feedback collection could be increased to maximise their continous improvement.

What problems is the product solving and how is that benefiting you?
Overall account management, Gainsight is much more powerful than Salesforce on its own - this saves time and increases datapoints I can refer back to. Especially the meeting/event/milestone/email logging tool to Timeline, yes you can do this in Salesforce natively, however Gainsight's integrated solution is much more powerful AND links through with Salesforce.

Katelyn B.
Star Rating: 4.5

What do you like best about the product?
I like that Gainsight is an "All in one." I can find anything in Gainsight parteining to my accounts; timelines, notes, contract dates, reports etc. I do not have to run to multiple systems gathering information, which saves a lot of time.

What do you dislike about the product?
I wish I knew how to use the Dashbaords a little more effecitently to provide my clients their data. This is personal issue and I should take additional trainings if they are out there!

What problems is the product solving and how is that benefiting you?
Utilizing Gainsight allows me to store all of my client notes so I can refer back to them eaisly at anytime. I am more productive being able to go back and forth eailsy between accounts, read the notes and know hat needs to be done.

Lindsay C.
Star Rating: 5

What do you like best about the product?
Continues to be an organizational resource to provide customer insights for a wide range of teams outside of Customer Success. We have the ability to help tell the customer's story for Product teams, Sales and Professional Services. Gainsight supports a holistic approach to customer success. The Gainsight community provides amazing support to learn and grow skills as an admin.

What do you dislike about the product?
Would be great to see some improvements to how admins can better support multi language email templates in Playbooks. It really is essential for saving time in a global organization.

What problems is the product solving and how is that benefiting you?
Gainsight helps with the foundation of scaling CS in a global organization. The other core benefit that Gainsight CS helps solve for is being able to take a proactive approach to CS.

Neil J.
Star Rating: 5

What do you like best about the product?
The Health ScoreCards our key for us to understand the current engagement of our users across the globe. Gainsight PX has also massively increased our engagement with users and ability to measure the NPS! Additionally, monitoring customer behaviour within our solution enables us to build best practices for our users. Our product team also use the PX to track the end customer behaviour on our customer-facing solutions to validate the customer journey and conversion

What do you dislike about the product?
I don't find the PULSE sessions very useful, and the Customer support is also not the best I have received. None of this is true; I really cannot find anything I dislike, they are a great organisation to partner with, and the Pulse sessions are inspiring, motivational and full of insights!

What problems is the product solving and how is that benefiting you?
Understanding what the user behaviour is within the solutions, we offer our clients. Understand and track how our CS organisation is interacting with our users and the feedback from those users, what are the following actions required for that account and the ability to share this with the larger organisation. Scalable way to inform our clients of new product updates, webinars, educational sessions etc. Also the fact that we are tracking all of the key features that we believe need to be implemented by our clients in order for them to be successful within the success plans, enables us to track the status of those clients and build a phased approach to their implementation.

Vidhan S.
Star Rating: 4.5

What do you like best about the product?
The first impresssion gives a reflection of it being a simple, precise, easy to use tool. Easy to understand and easy to use its interface. Easy to search for things and tasks we are looking for.

What do you dislike about the product?
For couple of things or tasks to get completed, we have to look a bit more deeper into tasks and seacrh a bit more on it, specailly the DETAILS option in CTA's, that can be made more visible.

What problems is the product solving and how is that benefiting you?
It is giving most of the insights needed which are required for a customer success professional. All the parameters used provides us a very clear picture of customer account and how good their relationship with the our organization.

Nicole A.
Star Rating: 5

What do you like best about the product?
Gainsight has helped me become a better Customer Success leader- both by developing robust platform features and continually improving their thought leadership content and events. As a 2nd time Gainsight owner, I remain excited to build more use cases on the platform. I have run mostly higher touch CS motions- utilizing features like Timeline, Success Planning, and CTA's and have appreciated the ability to measure the impact CSMs are having in accounts by measuring interactions and improvements in health measures. I have also used some of the automated Journey Orchestrator capabilities to run surveys and customer engagement at scale.

What do you dislike about the product?
Because the platform is so robust, you do need a skilled administrator to help get the most out of it. That said, most of our time is spent figuring out what we want to build, not how to build it in Gainsight. We sometimes run into technical hurdles, but Gainsight is always helpful at resolving them.

What problems is the product solving and how is that benefiting you?
Making the Customer Success program more prescriptive, measurable and repeatable. Engaging customers in a higher-scale model Measuring customer health and prompting action when needed

Michael R.
Star Rating: 5

What do you like best about the product?
As someone that started their career in system administration with Gainsight, I found the system very easy to navigate once I understood the basics of the platform. From there, it was clear to me that Gainsight is constructed to be accessible to a wide range of individuals with varying skillsets at the outset. For reporting, I find the operators logical and easy to use so that you see what you want and easily filter out that which you do not need. Everything Gainsight does is relatively easy to do, I would recommend it to a friend or colleague.

What do you dislike about the product?
Because of how Gainsight is constructed, the load times can be a little long for particular pages. I also feel that the logic behind some of the current features could be explained. Additionally, it may be more interesting and beneficial to know who provided the feedback which led to a particular feature release or update. That sort of context can help understand a new addition to the system.

Recommendations to others considering the product:
I find that a close integration with Salesforce can be super beneficial for providing data and reporting across multiple divisions in an organization. This includes various stakeholders that do not have full licenses, as reporting can be exported via an automated program to those that have a Salesforce license.

What problems is the product solving and how is that benefiting you?
Gainsight is solving the outreach issues that we have with regard to our 'pooled support' client base. Additionally, Gainsight helps facilitate a number of the processes needed to manage our books of business in addition to providing visibility to other teams as to what our Customer Operations org is accomplishing with our live clients.

Brittany M.
Star Rating: 5

What do you like best about the product?
I really love the timeline and how easy it is to capture notes (especially the zoom integration) for my team and to tag key internal stakeholders to ensure eveyrone is staying engaged on the account's success.

What do you dislike about the product?
Sometimes there are new features released that don't directly integrate or flow with other features we use (example: Customer Goals and Success Plans). Our Gainsight Admin shares feedback regulalry with the community and our CSM and it feels they do their best to incorporate the new ideas/feedback in future releases.

What problems is the product solving and how is that benefiting you?
Gainsight helps us mitigate risk within our customers based on lagging indicators. We are looking at ways to drive more risk mitigation and proactive engagement based on leading indicators but much of that is due to our own internal systems vs. what Gainsight can do. It also helps to create visiblity for others within our organization on what is happening within our accounts.

Verified User in Computer Software
Star Rating: 4.5

What do you like best about the product?
Gainsight CS helps the different departments in Forcepoint's CX/CS organization proactively ensure customers are receiving value along every phase of their customer journey.

What do you dislike about the product?
Gainsight CS has some best-in-class features, with different ways to help make a CSM, Renewal Specialist, or Account Manager's day to day tasks easier, the major downside is some of these features don't always work as advertised, without needing a seasoned Gainsight Administrator implementing them.

What problems is the product solving and how is that benefiting you?
Forcepoint is currently transitioning to a more industry standard CX/CS organiszation. We are developing a proactive customer-centric approach, allowing our customers to be connected to their CSM along the complete customer journey. Gainsight allows this to happen, giving that CSM daily insight into their account's health, any risks that may lead to future escalations, and ensuring future expansion and renewal is a piece of cake.

Donna M.
Star Rating: 4

What do you like best about the product?
The wealth of knowledge and willingness to offer help from account teams, technical teams and the community - there's so much knowledge around health scores and customer success ways of working and trends.

What do you dislike about the product?
The platform can be challenging to learn when inheriting it from someone else. The training is helpful but can be hard to translate to individual instances. There's a steep learning curve.

What problems is the product solving and how is that benefiting you?
We use it as our CRM one source of truth, bringing together various data sources to give CSMs one place to go for all they need. In the past, CSMs complained about needing to flip between platforms to get specific customer information. We also use it for tracking our customer health - this is integral to keeping in touch with potential churn (predicting churn to get ahead of it) and continuing to delight our advocates.

Verified User in Telecommunications
Star Rating: 4

What do you like best about the product?
I love how Gainsight is an organized housing for our customer interactions, meeting notes, success plans and strategies to grow our accounts. The dashboards give me as a leader visibility into my whole team's book of business, but then I can easily drill down into the details.

What do you dislike about the product?
There hasn't been a limitation of GS that I have found yet. The things that are holding us back when we try to do something with Gainsight are because of my organization's Salesforce hygiene, not Gainsight's fault.

What problems is the product solving and how is that benefiting you?
We can track our customer's projected renewals, churn, expansion & downgrades. GS is how we run our Customer Success organization. We truly couldn't run without it!

Armella D.
Star Rating: 5

What do you like best about the product?
The thought leadership & best practices for CS Orgs really set Gainsight apart from other vendors. Their platform allows CSMs to be proactive instead of reactive.

What do you dislike about the product?
Without viewer licenses costing more money, other departments do not have visibility into the great work CSMs document in the platform. Sharing is not seamless.

What problems is the product solving and how is that benefiting you?
Until using Success Plans in GS, we had a hard time getting customers to communicate the business value we provide them. Now we can demonstrate value at all levels.

Craig E.
Star Rating: 4.5

What do you like best about the product?
Intuitive and easy to use dashboards Integration with multiple internal systems The ability to drive CSM accountability with Calls To Action Endless options to customize and configure

What do you dislike about the product?
Requires a dedicated system admin We would have benefited from a "crawl, walk, run" approach to the intial implmentation. We tried everything all at once and foundered. A more consultative approach around starting small would have led to better adoption

What problems is the product solving and how is that benefiting you?
Renewal managmeent Customer health scoring Customer segmentation Customer engagement tracking

Verified User in Computer Software
Star Rating: 4.5

What do you like best about the product?
Gainsight is an extremely powerful tool that supports our IC and CSM functions. GS has many capabilities that drive results for our CS base, and we've been live with their team for only ~6 months. Gainsight sits at the center of our CS team and has become a crucial of our processes.

What do you dislike about the product?
Learning the platform and understanding all of the minute details around the things that are possible with Gainsight will take a long time. It is recommended to bring in experts to help with the ramp-up process, and have resources handy for more complex projects.

What problems is the product solving and how is that benefiting you?
Automation, streamlining and CS acocuntability. With Gainsight, we have been able to move away from Google and Excel and build processes inside of GS.

Kristen C.
Star Rating: 5

What do you like best about the product?
I like being able to see my clients in one spot. I like seeing their health and being able to have all of their information at my fingertips.

What do you dislike about the product?
I would like a bigger window for my clients so I can see more than 50 at a time.

What problems is the product solving and how is that benefiting you?
It gives me a overview of my clients so I can proactively engage and make sure they are all healthy.

Gunjan N.
Star Rating: 5

What do you like best about the product?
Flexibility to integrate with all sorts of systems and data points. This platform is built with CSMs in mind, and the incremental improvements to a CSM's productivity day to day prove themselves when it comes time for renewal and growth.

What do you dislike about the product?
Complex platform for sure. It is difficult to explain existing configurations to brand new admins (new to the platform, not new to the company) if descriptions and help text were not set up with training in mind.

Recommendations to others considering the product:
Ensure you have a dedicated admin that knows their stuff!

What problems is the product solving and how is that benefiting you?
Renewal management and transparency across cross-functional teams. We've been able to surface key priorities and information about customers to team members who have never been exposed to such rich data before. This has helped them provide overall better and faster customer experiences.

Clara W.
Star Rating: 4.5

What do you like best about the product?
My Portfolio view, C360 view, Gainsight Sally integration with Slack and the Timeline (I use GS as my primary repository for meeting notes). Looking forward to discover the Success Plan management feature.

What do you dislike about the product?
The cockpit is quite complex to manage, especially when there are many granular tasks to achieve (lots of clicks into the arborescence). But this is probably due to a gap in internal training and process design rather than an issue with the tool itself.

What problems is the product solving and how is that benefiting you?
Visibility into account history and status, reporting to management, sharing of info with colleagues and external stakeholders. Helps me structure my notes and my reports and focus on the most important.

Michelle W.
Star Rating: 5

What do you like best about the product?
As a first year subscription user of Gainsight we have seen a remarkable change in how the business views customer success and its importance to the organisation. The data insights have not only improved cross functional team ways of working, it has raised the profile of CS and helped drive focus for our customers and future CS strategy.

What do you dislike about the product?
The gainsight platform can be overwhelming at first as there is so much it can do to support your organisation. Go on a journey, start with the basics, and build from there to deliver against your key objectives.

What problems is the product solving and how is that benefiting you?
Gainsight is helping to reduce and manage account churn Gainsight insights support our CSMs to drive increased contract value for existing customers Gainsight is assisting with maturing our CS organization

Silas R.
Star Rating: 4.5

What do you like best about the product?
o Market leading in terms of features and functionality o Gainsight CS platform can do everything we needed it to do and more o Has allowed us to discover data trends and engage with customers in ways which wouldn't have been possible before o Gainsight PX platform can do most of what we need it to do o Experience with the implementation experience is top-notch o Good digital support resources and community o Positive experiences with the support team

What do you dislike about the product?
o PX platform requires some manual workarounds, sometimes feels inferior to CS o Implementation experience was comprehensive, but very waterfall. Would have been good to see some more iterative configuration

What problems is the product solving and how is that benefiting you?
Customer segmentation, journey mapping and scalable digital customer success Customer health scoring and problem identification

Nick T.
Star Rating: 5

What do you like best about the product?
I have really enjoyed the visibility Gainsight gives companies into customer health. Scorecards are a great tool to ensure you have a 360 view into customer satisfaction. I have also had a chance to dive into more complex rules recently, which have enabled me to understand just how flexible Gainsight can be.

What do you dislike about the product?
Sometimes formulas can be tricky to extract the information you need correctly. I work more as an independent consultant, so there is a lot to get caught up on, which means understanding each org's objects and how to use the data appropriately. It's easy to leave a small detail out, preventing you from getting the data pulls you need from a rule.

What problems is the product solving and how is that benefiting you?
I have seen Gainsight overcome several obstacles for companies I have worked with, from understanding how to prevent churn to building out an appropriate outreach via journey orchestrator to build on customer success. Gainsight CS has a multitude of functions that allow you to get granular with each of your customers to better understand where you stand and what has been successful in the past.