Vue d'ensemble des tarifs de Gainsight Customer Success

C'est ma plateforme de référence quotidienne. C'est là que je garde tout, des e-mails aux listes de tâches, en passant par les plans de réussite et les notes de réunion. Pour un CSM, Gainsight est le moyen le plus simple et le plus facile de faire votre travail ! Avec chaque nouvelle mise à jour de Gainsight Home, je peux facilement apporter des modifications et ajouter de nouvelles fonctionnalités. Gainsight est l'outil que j'utilise et mets à jour quotidiennement. Faisant partie de différents UAT internes, la facilité avec laquelle chaque changement a été mis en œuvre et l'aide que nous avons reçue de notre CSM Gainsight désigné ont été un grand plus ! Alors, merci ! Avis collecté par et hébergé sur G2.com.

La seule chose que je souhaite avoir est la capacité d'avoir tous mes outils dans Gainsight, pour une visualisation facile. Ce qui, évidemment, n'est parfois pas possible. Bien que la liste des intégrations soit étendue. Avis collecté par et hébergé sur G2.com.

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. Avis collecté par et hébergé sur G2.com.

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. Avis collecté par et hébergé sur G2.com.