Gainsight provides the tools necessary to properly manage our Customer Success program allowing our CSMs to proactively engage our client base and ensure they are adopting and having a positive experience with our products. We are able track and manage a health score based on customized scorecards specific to our business providing insight into customers that may be at risk allowing us to initiate protocols to engage and hopefully remove the client from a risk status. In addition, we utilize the co-pilot and email assist tools to effectively communicate to all of our customers at once as needed.
The Gainsight team is also one of the company's biggest assets. Both the Success and Support teams are responsive, knowledgeable and helpful. We owe much of our own success to their assistance and direction they provided from the beginning.
The administrative reporting tools are robust and allow us to extract the data into a warehouse to perform the analysis and calculations we need for our business, but I would like to see an improvement in the standard reporting tools to analyze retention/churn and calculate gross and net churn.
Use the opportunity to improve your processes and interactions with your customers. Be prepared to ask your teams and all stakeholders including clients the hard questions: How you can make the customer experience better? What you do poorly? If you could start over today using all the knowledge you gained up until this point, how would you design the perfect customer experience? Approaching it from this direction will help ensure you go in the right direction with the Gainsight installation and setup.
Our SaaS product was new to the market and we began using Gainsight very close to the beginning so I cannot provide an in depth comparison as to what we gained after using Gainsight as I do not have the pre-Gainsight history. However, having been in the software industry for over 20 years, I can attest to the benefits of Gainsight as follows:
- Development segmentation for our client base allowing us to develop specific customer success adoption and management strategies for each segment
- Track the overall health of customers which is critical in today's marketplace
- Our customer success team to can track all of their communications with clients, create proactive CTAs for both ongoing communications and address clients that may be at risk, and identify opportunities for product expansion.
- Access daily/weekly reports for analyzing retention/churn as well as calculate gross and net churn, granted this is done outside the product.
I am confident that without Gainsight, we would not have successfully retained as many client as we have over the last 3 years.