GAINSIGHT Blog Either/or or Yes, and? How to Deploy Salesforce and Gainsight Together for Customer Success

Many Customer Success (CS) leaders are at an inflection point: Can we build what we need for Customer Success inside Salesforce-or is it time to invest in something purpose-built? It's a classic debate. CRMs are already in place and familiar with go-to-market (GTM) teams. But as Customer Success (CS) becomes more strategic, more teams are realizing that a CRM isn't enough to support the post-sales journey. Reconfiguring a CRM for CS-Is It Worth It? For many organizations, their first instinct is to stick with the familiar: Salesforce. After all, it's widely used, deeply embedded in workflows, and highly customizable. But while Salesforce is a powerful foundation for growing revenue, it isn't purpose-built for CS. CRMs are great at managing customer data and tracking pipeline, but they aren't built for tracking onboarding milestones, measuring health trends, or proactively surfacing churn risk ... at least not out of the box. Sure, Salesforce is well-known for its flexibility, and with enough internal resources, you can build some CS workflows into it. Unfortunately, that often means reinventing the wheel by creating custom fields, managing complex automation, and relying heavily on Salesforce admins to maintain it all. Again, it's not impossible, but it's also far [...]The post Either/or or Yes, and? How to Deploy Salesforce and Gainsight Together for Customer Success appeared first on Gainsight Software.