Crownpeak DQM vs Gainsight Customer Cloud | TrustRadius

What users are saying about

Score 9.2 out of 10

Based on 19 reviews and ratings

Score 7.7 out of 10

Based on 392 reviews and ratings

Feature Rating Comparison

Crownpeak DQM

Gainsight Customer Cloud

Role-based user permissions

Crownpeak DQM

Gainsight Customer Cloud

API

Integration with Salesforce.com

Integration with Marketo

Integration with Eloqua

Crownpeak DQM

Gainsight Customer Cloud

Product usage

Help desk / support tickets

Crownpeak DQM

Gainsight Customer Cloud

NPS surveys

Sponsor tracking

Customer profiles

Automated workflow

Internal collaboration

Customer health scoring

Customer segmentation

Crownpeak DQM

Gainsight Customer Cloud

Customer health trends

Engagement analytics

Revenue forecasting

Dashboards

Pros

Ensures quality and consistency of content implementation across distributed teams and markets.
Quick and easy content updates across global digital ecosystems.
Custom checkpoints to identify, highlight and manage business updates across multiple websites (e.g. product detail, terminology, customer messaging, brand updates)

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Director & Co-founder

Renegade AgencyMarketing & Advertising, 11-50 employees

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Charting/graphing/reporting - lots of options to create visualizations.
Report Builder function - again, many options to choose from, relatively easy to use and quick to see output.
Logical and pleasing UI - easy to follow and find what you're looking for.

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Verified User

Consultant in Information Technology

Information Technology and Services Company, 10,001+ employees

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Cons

It would be helpful if the Issues page under Website showed the WCAG level for each issue (A, AA, AAA). You currently have to look up the guideline to find the level.
There is no indicator that a page is currently being scanned. During a website scan, some of the reports are blank or missing information. Having a notification on the main page showing which websites are being scanned would be helpful.
Some ADA compliance items are left off, such as keyboard navigation, tabbing, etc.
It doesn't view the websites on mobile devices or if using a screen reader. Some pages or formatting changes depending on resolution. The DQM, from what I have seen, doesn't account for that.

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Software Engineer

Murphy Oil USA IncorporatedRetail, 5001-10,000 employees

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Reporting is good, but remains confusing and requires an admin to really navigate instead of end users being able to use
Sharing: getting other teams access to the C360 page has been difficult without a full license.
Journey Orchestrator can handle most emails, but the HTML functionality could be easier to navigate.

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Verified User

Director in Customer Service

Computer Software Company, 501-1000 employees

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Likelihood to Renew

No score

No answers yet

No answers on this topic

Gainsight Customer Cloud 6.9

Based on 14 answers

Gainsight offers a level of support that I've not experience before. They will work with you to come up with a solution to a problem - or help match you with another client that has a similar setup as you to get their feedback. Also the functionality that we have built within the software works for us. It's 'easy' to use (once you get the hang of it) and our users rather enjoy working in the software.

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Verified User

Administrator in Professional Services

Health, Wellness and Fitness Company, 501-1000 employees

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Usability

Crownpeak DQM 7.8

Based on 10 answers

To be quite honest I am literally addicted to the tool, over the weekend rescans happen and as soon as I wake up on Saturday, Sunday, and Monday new scores have come in that I love to already take a [peek] at. This is just because the tool is so fun to work with and the dashboards give some great insights directly. The only reason why it doesn't score a full ten is [that] there's no way to go back to the homepage when you're on an individual item page and it's not possible to fully customize the dashboard (I'm now keeping track of past scores [through] a manually filled in Excel).

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Harrie Vermeulen

AEM SME D2B

PhilipsHospital & Health Care, 10,001+ employees

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Gainsight Customer Cloud 8.4

Based on 13 answers

Gainsight is extremely powerful. That power creates complexity. At the point we are at now, we are comfortable with the tool and we get it. However, it is not easy to grasp at the get go. Even some new features take us time to understand. But as I said, the function and power of the tool are immense and that good outweighs anything that is too complex.

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Sr. Manager, Customer Success

JamfComputer Software, 501-1000 employees

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Performance

No score

No answers yet

No answers on this topic

Gainsight Customer Cloud 6.4

Based on 2 answers

There are some times when it can take almost a minute to load some of our reports or the rules engine. Within a rule it can also take time to load the actions as they each load one at a time when scrolling. The ability to scroll without waiting would be ideal

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Customer Success Territory Manager

JAMF SoftwareInformation Technology and Services, 201-500 employees

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Support Rating

Crownpeak DQM 8.6

Based on 10 answers

Online support [is] always quick to reply and usually [has] a fix ready and implemented within hours. Regular catch-ups with Account Managers [have] ensured that issues are addressed even more quickly, with the ability to see the results within days following a re-crawl of the sites. Suggestions for improvement are always taken on board.

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Digital Content Manager

Atlanta GroupFinancial Services, 501-1000 employees

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Gainsight Customer Cloud 7.8

Based on 254 answers

Most of the time the team are very good at being responsive, with the odd occasion I've had to send follow up emails for an update. The team are very good at explaining solutions to an issue and make great use of gifs and images to assist.

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Verified User

Manager in Customer Service

Computer Software Company, 51-200 employees

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Online Training

No score

No answers yet

No answers on this topic

Gainsight Customer Cloud 5.5

Based on 2 answers

The online videos are very good for basic tasks in the platform, but it isn't very descriptive or helpful trying to make your own specific variables fit the simple example that is typically used. Typically, I'll watch a video, try on my own and still have to get help from support or Customer Success team

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Customer Success Territory Manager

JAMF SoftwareInformation Technology and Services, 201-500 employees

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Implementation Rating

No score

No answers yet

No answers on this topic

Gainsight Customer Cloud 6.3

Based on 12 answers

Do your homework before starting - the vast majority of success related to implementation depends on your knowledge of your business, your customers, and your data. The platform can do whatever you want it to do...so be thoughtful about what you are building.Start simple. Validate and adjust for continuous improvement.Think about your data needs early on. Define and document your processes for easy onboarding of new team members.

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Beth Power, MBA, CSM, SA

Director, Customer Success

VersionOneComputer Software, 51-200 employees

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Alternatives Considered

Crownpeak Digital Quality Management (DQM) has all the tools in one dashboard for all possible needs of a website to resolve SEO and other issues. Whereas WordPress is more of searching for the right plugin to assist in finding all the issues you might have a need to address.

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Araceli Carrasco

Software Development Analyst

Mercury Insurance Services, LLC/AIS InsuranceInformation Services, 1001-5000 employees

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Our Salesforce admin is constantly pushing us to adopt more of the features of Salesforce. However, we find that Gainsight is a stronger tool for customization and enhanced interdepartmental communications. Timeline makes it easy to understand where we stand in a customer lifecycle, which is far superior to reviewing an activity history related list in Salesforce.

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Verified User

Professional in Corporate

Civic & Social Organization Company, 51-200 employees

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Return on Investment

DQM was definitely a positive ROI. We were able to find and fix several issues because of it. This will undoubtedly save us from possible future lawsuits.
DQM has gained IT more trust from Legal. They see that we are being proactive when it comes to potential legal issues.
DQM has taken some of the guesswork out of development. We can easily identify issues and steps to correct them. It has also given us best practice techniques.

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Software Engineer

Murphy Oil USA IncorporatedRetail, 5001-10,000 employees

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We have increased our NPS overall score thanks to the visibility we have been able to capture by sending the NPS Survey.
By using the Customer 360 we have increased the relationship between our Customer Success Executives and our customers.
Our employees with visibility of Gainsight have improved their performance thanks to Gainsight's automation in reports and dashboards.

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Verified User

Administrator in Information Technology

Management Consulting Company, 501-1000 employees

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Screenshots

See All (4) Crownpeak DQM Screenshots

See All (8) Gainsight Customer Cloud Screenshots

Pricing Details

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Crownpeak DQM Editions & Modules

—

Additional Pricing Details

—

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

Required

Gainsight Customer Cloud Editions & Modules

Edition

Subscription	$200.00¹

Per Month

Additional Pricing Details

—

Rating Summary

Crownpeak DQM

Gainsight Customer Cloud

Crownpeak DQM

Gainsight Customer Cloud

Crownpeak DQM

Gainsight Customer Cloud

Crownpeak DQM

Gainsight Customer Cloud

Crownpeak DQM

Gainsight Customer Cloud

Crownpeak DQM

Gainsight Customer Cloud

Crownpeak DQM

Gainsight Customer Cloud

Crownpeak DQM

Gainsight Customer Cloud

Crownpeak DQM

Gainsight Customer Cloud

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