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Gainsight's Buyer's Guide to Customer Success Solutions Companion Doc

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Some Final Thoughts

The unexpected cost of "good enough"
Of all the technology or service purchases your company will make, investing in a Customer Success solution has particularly high stakes. It’s not enough to simply say that you’re customer-centric; it’s essential that businesses put those words into practice. After all, we’re now in what’s considered the “age of the customer,” with custom- er success considered a mission-critical growth function. The rise of digital business has added urgency to—and rigor around—the concept of customer-centricity. So has the need to leverage data to drive insight and action quickly and at scale.
A robust Customer Success platform should simplify and transform the way you work with, interact with, and support your customers. Our Gainsight customers tell us that our dynamic, flexible, integrated ecosystem facilitates more relevant engagement by combining automation with a human-first approach to personalization. Busi- ness leaders, never forget that your existing customer base is your company—and your CSM decision impacts them directly.
Also worth remembering? Making a “good enough” Customer Success decision may create more, and more costly, problems than it solves. For more on this topic, take a look at of the long-term costs of making the wrong decision.

Signs you may hit a wall in 12-18 months

Across dozens of organizations that have recently made a move to Gainsight from another platform, these are the most common challenges that preceded a change:
Overly-simplistic health scoring: The desire to add nuance to scoring happens fast because it’s the key to getting accurate, trusted health scores. Gainsight lets you easily add and control for important details in your health scores and offers unique controls around factors like weighting, exceptions, and grouping.
Reporting gaps: Dashboards demo well, but can you drill down and run additional analysis? How quickly does the dashboard update? Customers who move to Gainsight often report previously spending substantial time in external analysis if an important query isn’t part of a pre- built dashboard.
One-dimensional communication capabilities: Email is a great place to begin building your tech-touch program. But what happens next? Often, teams want to coordinate email-, human-, and in-app touch in a journey and may want to act on signals in other solutions (like the support platform) to efficiently and effectively engage mid-touch and low-touch segments.
Shallow product usage data: When you can see that a customer is using your product, the next question is often, “How?” Without feature-level data, the adoption, expansion, and retention playbooks you want to run may be too generic to drive more than a small initial impact.
Inability to model data to fit the business: Can you conform the platform to fit your business, so that health scores, playbook, and more model your business units or segments? Gainsight’s data model uniquely supports this need, and it’s one of the top reasons enterprises and high- growth organizations make a move.
Immature best practices: How many of the vendor’s customers look like your company? Is there professional growth for you in their community? Can you find admins who have mastered the platform? Is the company established enough to grow with you? Customer success is a rapidly growing profession. Access to expertise and a reliable network of peers is a major reason that customers make a move to Gainsight.
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