Platform with infinite possibilities
What do you like best?
Gainsight is able to produce whatever you are looking for. They are consultative on your needs, and offer great guidance. The insight we have into our customers is incredibly valuable, and has allowed us to move in new directions toward engagement and lifecycle management. We've had a few different CSMs during our agreement with them, and each one has offered us lots of value.
What do you dislike?
It's pretty monstrous to implement and maintain. Because of the various integrations and customization, it can be heavy to maintain. For our team of about 20 CSMs, it wouldn't be possible to maintain without a dedicated person (or two). Our administrator has weekly meetings with their tech team, to help with all of the tweaks and improvements we make as our goals or teams shift at all.
Recommendations to others considering the product:
You'll need to identify someone to dedicate most of their time to implementing and administering Gainsight. It's worth it, though!
What problems are you solving with the product? What benefits have you realized?
We find the integrated survey option and the (communication) journey orchestrator the most irreplaceable features. This helps us keep a large number of customers engaged without an ongoing heavy lift. It also allows us to get insights directly from our customers, and offer segmented feedback, based on survey responses. We also use the customized scorecard feature and timeline for the CSMs to take notes in. It's allowed us to have a more data-centric response to our customers, and to be able to have a high-level perspective on the health of our business.
