Gainsight Customer Success Vor- und Nachteile

Gainsight ist ein neues Tool, das mein Team verwendet, um unseren Kundenlebenszyklus zu verwalten. Die besten Funktionen, die ich täglich nutze, sind die Landingpage/Dashboard, auf der ich einen Überblick über Kunden und zugehörige Programme erhalte. Von dort aus kann ich in spezifische Programme eintauchen und Erfolgspfade mit Meilensteinverfolgung, Gantt-Diagrammen und Aktivitätsverfolgung erstellen, die Account-Executives und regionale Direktoren auf dem Laufenden halten. Ich kann Kollegen markieren und ihren Fortschritt bei Anfragen sehen und meinen Kunden auf einfache Weise einbeziehen. Bewertung gesammelt von und auf G2.com gehostet.

Das am wenigsten hilfreiche an Gainsight im Moment ist der Mangel an Reife/Akzeptanz in meinem Unternehmen. Wir haben immer noch verschiedene Teams, die unterschiedliche Systeme verwenden, und daher müssen Dinge, die ich in Gainsight erwarte, manchmal zurück zu Salesforce oder anderer im Unternehmen verwendeter Software springen. Das ist jedoch eher ein Implementierungsproblem und wird wahrscheinlich mit der Reife der Akzeptanz angegangen werden. Bewertung gesammelt von und auf G2.com gehostet.

What I love most about Gainsight is the ability to keep track of every single interaction you have with an account or about an account. I like that there are different dashboards to view various forms of data. I think it is a fantastic tool to organize your accounts, I can't imagine a better method. As a CSM with over 1400 accounts, the integration of account summaries using AI in Gainsight has been a HUGE help in getting caught up to speed quickly. Bewertung gesammelt von und auf G2.com gehostet.

It is not necessarily that I dislike these things. However, just ways to improve. Most CSMs have at most 50 accounts. However, for my team, we 1000s of accounts each. This makes it difficult for us to see certain data, specifically, the email reporting dashboard. With the ERD, only email data shows up if an email was sent through creating a CTA. As you can imagine, creating a CTA for every time you send an email to a customer can become pretty time consuming. Finding a solution for CSMs with a large number of accounts is the only suggestion I have right now as it does limit some of our abilities to see certain data. Bewertung gesammelt von und auf G2.com gehostet.

As an individual contributor, it makes it easy to see all of the relevant information I need about the customer, account and account history in one single place Bewertung gesammelt von und auf G2.com gehostet.

I wish it was easier to create dashboard myself, instead I have to rely on our Gainsight admin in order to do this. Bewertung gesammelt von und auf G2.com gehostet.

What i like the most its ability to provide a comprehensive view of customer , such as PnL and overall devices data.

Gainsight Customer Success have a very good integration with other systems also UI is user-friendly and Giude ME button it' really helpfull. Bewertung gesammelt von und auf G2.com gehostet.

Based on my experience, even though it's not directly related to Gainsight, the correct customer mapping and adding or removing customers don't seem to work as expected. Additionally, logging timelines with Outlook integration isn't straightforward when associating the timeline with the correct contract, as the dropdown list shows many entries for a single customer. Bewertung gesammelt von und auf G2.com gehostet.

I appreciate the ability to customize dashboards in order to analyze customer data and how integrated the platform is with our other systems. Very easy to log emails and to view colleague interactions with shared customers. I use Gainsight on a daily basis for logging customer communications. Bewertung gesammelt von und auf G2.com gehostet.

There is an initial steep learning curve for customizing your filters, etc. on your dashboards, however, the Customer Support is excellent and helps bridge any gaps in knowledge. Bewertung gesammelt von und auf G2.com gehostet.

Ich habe letztes Jahr unerwartet unseren Fallstudienprozess übernommen und war absolut begeistert, Zugang zu GS zu erhalten, nachdem ich es zuvor in Aktion gesehen hatte. Aus Sicht der Sichtbarkeit ist das Tool super einfach zu bedienen und bietet mir in nur wenigen Sekunden eine Menge Einblicke in das Konto eines Benutzers. Ich kann spezifische Informationen abrufen, auf die ich zuvor nie Zugriff hatte. Aus meiner Position, in der ich immer noch an Kundenreferenzen arbeite, ist es entscheidend, unsere Benutzer, ihre Bedürfnisse und das, was sie an unserem Produkt lieben, zu verstehen. Bewertung gesammelt von und auf G2.com gehostet.

Ich kann mir ehrlich gesagt nichts einfallen lassen. Ich habe eine großartige Erfahrung mit GS gemacht. Bewertung gesammelt von und auf G2.com gehostet.

Gainsight has become the heart of our insight generation, serving the broader organization effectively. It is truly the backbone of our Customer Success (CS) organization and is increasingly integral to our business as a whole.

We particularly appreciate the data manipulation and transformation capabilities (data designer and rules engine), which make insight generation highly accessible, provided one has a good grasp of data architecture and manipulation. The ability to feed these insights to various teams and systems through the connector ecosystem is decent, though it could be improved. While in theory, nothing seems impossible, the practical application often tells a different story.

We also value the journey orchestration capabilities, especially with CSM impersonation. The introduction of Dynamic Journey Orchestrator (JO) has made it much more flexible to use, thanks to the new branching capabilities. This allows us to build smarter, all-in-one programs instead of nesting programs as we had to do in the past. This has been integral to scaling our customer success organization and maximizing coverage.

Additionally, the very active community (both official and unofficial) is a significant advantage compared to other tools. It makes it easy for all admins to find practical help on issues that aren't necessarily within the scope of Product Support. Bewertung gesammelt von und auf G2.com gehostet.

There is a growing lack of feature parity and consistency across platform features such as cockpit and timeline sync, calculated fields, filters, behavior, and API. This inconsistency, coupled with what seems to be a growing disregard from the organization towards addressing fundamental issues, is concerning. Often, translating a business process into a Gainsight solution feels like it exclusively involves workarounds, and that isn't sustainable.

Additionally, arbitrary and undocumented changes frequently disrupt workflows and processes, with little to no apologies. The repeated suggestion to "clone and remap" as a solution to many issues is frustrating.

There is an excessive focus on AI at the expense of addressing basic features, parity issues, and stability problems that, if resolved, would significantly improve the platform. The admin community has been requesting these basic improvements for years, yet we are repeatedly told that "AI will solve this." While AI might eventually address these issues, when is it? It is also questionable whether it can do so effectively if the foundational elements are unstable. We're yet to see AI for admins.

Is it normal to have to work around the system to make it function? The emphasis on AI feels like ignoring the real elephant in the room: the limitations and inconsistencies of this platform, which in turn could raise concerns about the platform's long-term viability. Bewertung gesammelt von und auf G2.com gehostet.

Gainsight is a great tool when used to summarize meetings and reflect customer sentiment. I use it almost daily to keep notes, memorialize important conversations and reflect who all key players are so I am able to follow up. Having all those resources at my fingertips is invaluable. Bewertung gesammelt von und auf G2.com gehostet.

There is nothing that I dislike---every company can customize what they want in GS so if there are some menu items that are not really applicable I am not sure that is GS or my companies customization. Bewertung gesammelt von und auf G2.com gehostet.

I like the easy to use feature to log emails sent and create a work note for a customer call. You can create different templates in the app to fit your needs and allow you to document information about customers in an efficient and detailed manner. On the company record, different aspects such as the timeline and the user notes allow you to obtain a quick snapshot of the customer. This keeps everyone on the team in the loop. Bewertung gesammelt von und auf G2.com gehostet.

This may be specific to my team and departement, but I haven't found the most user friendly way to set up calendar reminders on when a cadence is due. We tried using CTAs to create reminders, but you can only assign these to a single person, and does not work for our group model. It would be nice to see a way to create a shared dashboard in the app for multiple people to access in order to manage customer accounts. Bewertung gesammelt von und auf G2.com gehostet.

I appreciate that it allows me to log all customer interactions in one place. I can log health scores, calls, emails, meetings, and more, and that can all be seen by several other colleagues within my company. I can access the dashboards my company has set up for me to ensure I'm celebrating wins and supporitng risks. I am also able to submit CSQLs, Customer Advocates, review CSAT, log and monitor risks, create custom cockpit views, schedule professional learing for customers, and so much more! I'm able to increase my productivity and effectiveness all with one tool. I've also consumed all of the CS End User courses in Gainsight University. Bewertung gesammelt von und auf G2.com gehostet.

The only thing I dislike is that our company isn't adopting the additional features as fast as I wish they would. I'm a power user, and I'm eager for more. Bewertung gesammelt von und auf G2.com gehostet.