Are you using Gainsight with your Marketo instance? | Community
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A
Anonymous
March 5, 2015
Question

Are you using Gainsight with your Marketo instance?

  • March 5, 2015
  • 8 replies
  • 5548 views
I'm interested to hear some "lessons learned" or best practices from someone who is using Gainsight with their Marketo instance. Please share. Thanks!
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8 replies

Brigid_Greenwa2
Brigid_Greenwa2
Level 3
March 5, 2015
Hi Christina-
I'm in the final stages of taking GS live - so I'll try to post anything that I find as "gotchas" to your post.

Thanks,
Brigid
Lauren_Beth
Lauren_Beth
Level 5
September 11, 2015

Hi Brigid,

We are just getting started with our implementation.  Do you have any feedback or insight to share?

Thank you!

Brigid_Greenwa2
Brigid_Greenwa2
Level 3
September 26, 2015

Hi Lauren-

Couple of things -

  • 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)

Hope this helps!

Brigid

    A
    Anonymous
    March 6, 2015
    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.

    Best,
    Christina
    Dory_Viscoglio
    Dory_Viscoglio
    Level 10
    March 6, 2015
    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.
    Dory_Viscoglio
    Dory_Viscoglio
    Level 10
    March 10, 2015
    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!
    Shashank_Sharma
    Shashank_Sharma
    Level 2
    August 3, 2015

    Hi Dory,

    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.

    Thanks,

    Shashank

    Brigid_Greenwa2
    Brigid_Greenwa2
    Level 3
    March 25, 2015
    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.

    Thanks!
    Brigid
    A
    Anonymous
    May 18, 2015

    Hi

    I was wondering if there is any update on this topic.

    thanks for providing your contact information, I did send you and email as well. haven't got any replies yet, but any update would be appreciated.

    please let me know if you have evaluated pros and cons of this integration.

    Regards

    Sepehr

    A
    Anonymous
    March 25, 2015
    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!
    Alexis_D_Alba1
    Alexis_D_Alba1
    Level 5
    October 29, 2015

    Hey there!

    We are also using gainsight! I will provide feedback as soon as possible

    Lauren_Beth
    Lauren_Beth
    Level 5
    October 29, 2015

    Thank you!  Looking forward to hearing from you...

    Alexis_D_Alba1
    Alexis_D_Alba1
    Level 5
    October 30, 2015

    The feedback I received is below!

    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.

    A
    Anonymous
    October 30, 2015

    Thanks for sharing @Alexis D'Alba​!

    Do you have any more insight into the "few issues" that were experienced with the email send?

    A
    Anonymous
    November 12, 2015

    Hey Sarah (Klaphake) Luckow​ & Louie Frank​!

    This is one of the threads I was talking about

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