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.

Onboarding new customers became more efficient as they could find answers from existing customer discussions. This reduced repetitive questions to our support team by about 30%

Gainsight has the best CS support. I know the manager we have will engage if I raise my hand :)