A CS management tool that’s flat out awesome!

What are the best aspects of this product?

Gainsight made it possible for our Client Success team in effectively managing clients. The tool is essential in organizing the client life cycle. This starts from the start of engagement then implementation, Live Phases, and following things up via Renewal. Having the ability to trigger tasks for CSMs according to utilization as well as life cycle stage has been really important.

What aspects are problematic or could work better?

It's not something to be labelled as a thing to hate with the product. But you really need to put a lot of effort into things if you want to fully maximize it. That also goes in driving complete adoption in users.

What specific problems in your company were solved by this product?

We wanted to initially go for a tool in centralizing client data and keeping our Client Success team managable in handling their tasks with clients. We're continuing in resolving problems year after year. This is due to our very own Gainsight CSM digging deep in what we need in our business and opening a gateway to functionality that works best for us.

Are you a current user of this product?

Yes