Currently we are no longer using Gainsight. We had a few issues with a recent send and therefore temporarily paused our campaigns.
Overall Gainsight’s main value prop is being able to digest multiple data sources and then create alerts or actions when a certain behavior happens (i.e. If someone stops signing in, Gainsight will be able to tell and can send an alert to the account manager. If we do renew we could also use this alert feature to send out some cool automated emails.
Hey Brigid, I'm going to reach out to some people within my team to see if they can provide some more insight since I wasn't really involved in the process. I'll let you know if I come back with anything!
Hi Dory- Our implementation has been rather rocky as well - wondered if you could shoot me any insight your teams had (i.e. vendor issues, unrealistic expectations of product and what it gave them, etc). My email is brigid.greenway@dynatrace.com.
Well, to follow up on my previous post, I just found out we're getting rid of Gainsight. The implementation wasn't successful, and we weren't seeing the results we wanted to see. If I hear any more about what went wrong, I'll be sure to follow up. Best of luck in your implementations, though!
We're also planning to implement Gainsight with our Marketo instance. It would be helpful if you could share some roadblocks that you encountered with the implementation.
We're also in our final stages of implementation... The first thing I'd say is that the implementation and creation of playbooks takes much longer than you would intitially anticipate. In our situation, there was a lot to think through, and although I wasn't directly involved with the implementation, I think the beginning of it was botched quite a bit.
Also, people were very quick to forget that campaigns still needed to be built out in Marketo for once they're triggered in GS. I was brought into several discussions at a later stage when it would have been helpful if I'd been there from the beginning. This might be a result of our organization having a lot of specialized segmentation, and might not be a problem everywhere.
I'll be sure to post anything else I can think of once we get to the "triggering Marketo campaigns using GS" stage.
Thanks Brigid! Much appreciated. We've had discussions about bringing on GS, and I'm finding very little discussion about it in the Marketo community. I've sent you an invitation to connect via LinkedIn.
once they get you implemented, they do little to no CSM outreach themselves,
part of the engine that executes certain procedures in the app is the user that does the implementation (versus the user using the app) so be careful with what level of data access you provide to the gainsight user (might be too open or too narrow)
their service desk is pretty responsive
depending on how long your users have used SFDC, they might want to have some of the Gainsight tabs added to their primary app versus switching applications to get to those tabs
there is some odd constraints in their rules logic (like it doesn't tell you if you have an issue with your and/or filter combinations) so it can fail to execute and you have to go through the failure message to figure out why (versus catching it up front while building it)
Hi Brigid - one more question for you. (Sorry you seem to be the Marketo/Gainsight expert on here so thank you!) Have you tokenized much using Gainsight and if so, what limitations did you find? We are hearing from Gainsight that we cannot add tokens to anything beyond the contact level which was one of our biggest expectations going into the integration.
We haven't done a full blown MKTO/GS connections so not totally familiar with the tokens and to what degree they can be generated. That being said, GS is built very much on the basic SFDC architecture so it would make sense that only values at the Contact (or maybe Account) would be available for tokens.
I'll keep my eyes open and let you know if I find anything more!
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