Gainsight reviews

Pluspunten

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

Minpunten

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

Pluspunten

I had recently rolled out Gainsight at our organization. The tool is extremely powerful and allowed us to take advantage of our unique data model to achieve business outcomes. This included getting more visibility into the health of our customers and the ability to send targetted emails with dynamic data to our customers.

Minpunten

The recorded training was very long and painful. This needs to be improved.
There are some strange glitches and lack of user alerts that can be very annoying. The good news is that the Support and CSM team are extremely helpful.

Pluspunten

Gainsight offers world-class support, training and guidance on their incredibly flexible and robust platform. The feature set is impressive and the ability to set up a whole account lifecycle for automation is super powerful.

Minpunten

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

Pluspunten

Ease of use

Pluspunten

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

Minpunten

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

Pluspunten

- Easy collaboration across multiple teams in an organization to keep track of a client
- Helpful CTAs to ensure you are staying on top of an account
- Can assign tasks to other members of your organization

Minpunten

- Steep learning curve
- Very out-of-the-box implementation, not a lot that the administrator can customize
- Sometimes the web application can be laggy

Pluspunten

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

Minpunten

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

Pluspunten

Gainsight can help you manage just about everything around client account management. It can help you track events, send you or clients notifications, monitor health scores, trigger various actions, provide dashboards, etc. There is functionality for anything you can think of and the integration with SFDC is key. The company also showcases a lot of thought leadership and shares some very helpful assets and articles.

Minpunten

Because its so robust, it takes a while to begin utilizing everything it can do. The learning curve is a challenge but the platform is fairly intuitive, so you can work through it.

Pluspunten

Easy way to track your clients activities and leave key notes on them. Great dashboard use and overall just a fantastic optimization of sales force for Relationship Managers and there book of business.

Minpunten

Sometimes can be buggy and the screen optimization needs to be fixed.

Pluspunten

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

Minpunten

difficult to configure without support, buggy,

Pluspunten

Easy to use, nice UI

Minpunten

Wish it allowed more data functionality. We use IOD (Informatica) for almost everything to get to the lists/data we want.

Pluspunten

The reports you are able to generate have been especially helpful. Also have one platform that houses various types of data

Minpunten

Sometimes it can be difficult to navigate around or has excess steps to find something in the software

Pluspunten

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

Minpunten

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

Pluspunten

Easy to use and adopt. Lots of functionality. Nice UI and UX. Good integration with Salesforce. We did in house training for 3 days and we are able to log in and start using. really consolidated all of our spreadsheets.

Minpunten

Almost too much functionality. Not too many cons. The key will be limiting the learning curve so we aren't overwhelmed with too many features at once.

Pluspunten

Gainsight is an excellent tool for your CSM teams. It automates a lot of the procedures and processes that would otherwise be lengthy and manual. They also have their onboarding dialed in and know how to get you up and running for success.

Minpunten

Gainsight is only as valuable as the data you get into Gainsight. So if you have data issues, this platform might not provide you with the most value. We utilize Gainsight with Pendo Analytics and Salesforce (Pendo collects user engagement and pushes to Salesforce, which is then collected by Gainsight). So before you jump onboard with Gainsight, make sure you have sufficient data feeds for your new (somewhat expensive) tool.

Pluspunten

Salesforce integration is useful, ability to track CTAs helps CSMs stay on top of their accounts

Minpunten

Mostly used it for recording call notes, but Salesforce already has the ability to do that. I think it was overpowered for our use case

Pluspunten

Gainsight has helped our customer service and reduce cancels.

Minpunten

I have nothing bad to say about this software.

Pluspunten

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

Minpunten

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

Pluspunten

Gainsight is very customizable, and the team at Gainsight was helpful in the rollout, particularly once we voiced our concerns that we were going to be unable to implement due to our Salesforce setup.

Minpunten

I will echo what others have said about Gainsight - it was a very difficult deployment. Nothing we implemented was an easy, out-of-the-box deployment. Overall, it took us nearly two years to complete deployment and we still do not use all the features.

Pluspunten

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

Minpunten

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

Pluspunten

I love how you can easily log calls in Gainsight. It's nice that you can tag people and events. It's also nice that it auto saves.

Minpunten

We integrate ours with Salesforce, and sometimes it's difficult to navigate between the two products.

Pluspunten

Information presented in an appealing fashion, working on top of what you already have in salesforce

Minpunten

Permissions can be a little tricky, and often the jankyness of salesforce can shine through what this software does.