What users are saying about
Top Rated
24 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 9.2 out of 100
Based on 24 reviews and ratings
405 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8 out of 100
Based on 405 reviews and ratings
Feature Set Ratings
Security
Crownpeak DQM
Feature Set Not Supported
N/A

6.4
Gainsight Customer Cloud
64%
Gainsight Customer Cloud ranks higher in 1/1 features
Gainsight Customer Cloud ranks higher in 1/1 features
Role-based user permissions
N/A
0 Ratings

6.4
64%
156 Ratings
Platform & Infrastructure
Crownpeak DQM
Feature Set Not Supported
N/A

8.0
Gainsight Customer Cloud
80%
Gainsight Customer Cloud ranks higher in 4/4 features
Gainsight Customer Cloud ranks higher in 4/4 features
API
N/A
0 Ratings

8.5
85%
113 Ratings
Integration with Salesforce.com
N/A
0 Ratings

9.4
94%
194 Ratings
Integration with Marketo
N/A
0 Ratings

7.0
70%
47 Ratings
Integration with Eloqua
N/A
0 Ratings

6.9
69%
18 Ratings
Customer Data Extraction / Integration
Crownpeak DQM
Feature Set Not Supported
N/A

8.3
Gainsight Customer Cloud
83%
Gainsight Customer Cloud ranks higher in 2/2 features
Gainsight Customer Cloud ranks higher in 2/2 features
Product usage
N/A
0 Ratings

8.1
81%
187 Ratings
Help desk / support tickets
N/A
0 Ratings

8.5
85%
158 Ratings
Customer Success Management
Crownpeak DQM
Feature Set Not Supported
N/A

8.4
Gainsight Customer Cloud
84%
Gainsight Customer Cloud ranks higher in 7/7 features
Gainsight Customer Cloud ranks higher in 7/7 features
NPS surveys
N/A
0 Ratings

8.1
81%
160 Ratings
Sponsor tracking
N/A
0 Ratings

7.8
78%
152 Ratings
Customer profiles
N/A
0 Ratings

8.1
81%
186 Ratings
Automated workflow
N/A
0 Ratings

9.0
90%
199 Ratings
Internal collaboration
N/A
0 Ratings

7.2
72%
186 Ratings
Customer health scoring
N/A
0 Ratings

9.5
95%
200 Ratings
Customer segmentation
N/A
0 Ratings

9.0
90%
169 Ratings
CSM Reporting & Analytics
Crownpeak DQM
Feature Set Not Supported
N/A

9.0
Gainsight Customer Cloud
90%
Gainsight Customer Cloud ranks higher in 4/4 features
Gainsight Customer Cloud ranks higher in 4/4 features
Customer health trends
N/A
0 Ratings

9.5
95%
187 Ratings
Engagement analytics
N/A
0 Ratings

8.1
81%
167 Ratings
Revenue forecasting
N/A
0 Ratings

8.8
88%
104 Ratings
Dashboards
N/A
0 Ratings

9.5
95%
202 Ratings
Attribute Ratings
- Crownpeak Digital Quality Management (DQM) is rated higher in 8 areas: Likelihood to Recommend, Likelihood to Renew, Availability, Performance, Support Rating, Online Training, Implementation Rating, Product Scalability
- Gainsight Customer Cloud is rated higher in 1 area: Usability
Likelihood to Recommend
8.9
Crownpeak DQM
89%
13 Ratings

8.5
Gainsight Customer Cloud
85%
212 Ratings
Likelihood to Renew
9.6
Crownpeak DQM
96%
2 Ratings

6.8
Gainsight Customer Cloud
68%
14 Ratings
Usability
8.3
Crownpeak DQM
83%
12 Ratings

8.5
Gainsight Customer Cloud
85%
13 Ratings
Availability
9.1
Crownpeak DQM
91%
1 Rating

8.2
Gainsight Customer Cloud
82%
2 Ratings
Performance
9.1
Crownpeak DQM
91%
1 Rating

6.4
Gainsight Customer Cloud
64%
2 Ratings
Support Rating
8.7
Crownpeak DQM
87%
12 Ratings

6.5
Gainsight Customer Cloud
65%
251 Ratings
Online Training
9.1
Crownpeak DQM
91%
1 Rating

5.5
Gainsight Customer Cloud
55%
2 Ratings
Implementation Rating
9.1
Crownpeak DQM
91%
1 Rating

6.3
Gainsight Customer Cloud
63%
12 Ratings
Product Scalability
9.1
Crownpeak DQM
91%
1 Rating

7.3
Gainsight Customer Cloud
73%
1 Rating
Likelihood to Recommend
Crownpeak DQM
If you have a fully customized cms and have people working on the site with html and css knowledge this is the best tool ever, all specifics can be checked. Using ab tests and optimization services we identify best practices of the website and everywhere the best practices aren't implemented we find using the custom checkpoints. Aspects that cannot be automated via a quick IT solution is turned into a checkpoint and that's great!
Subject Matter Expert (SME)
PhilipsHealth, Wellness and Fitness, 10,001+ employees
Gainsight Customer Cloud
It is well suited to adoption/customer success focused endeavors where there is quantifiable data, which will make charting/graphing/etc. much easier. It becomes less intuitive and useful to use in cases where there isn't a lot of quantifiable data but rather subjective type data. For example, gauging a customer's success/adoption by survey questions will make Gainsight less useful than having measurable data.

Verified User
Consultant in Information Technology
Information Technology and Services Company, 10,001+ employeesPros
Crownpeak DQM
- 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)
Director & Co-founder
Renegade AgencyMarketing & Advertising, 11-50 employees
Gainsight Customer Cloud
- C360 page: all the information about a customer is one place that is easy to read and customize as needed. Allows CSMs to prep for calls within minutes as well bring other team members up to speed quickly.
- Timeline: quick and easy way to create, search and edit notes about the customer. These are easy to share with other teams and create different categories for quick searching and reporting.
- Sally bot: a quick and easy way to get customer information without navigating Gainsight. Great to use on the go, especially through the Slack bot and new Gainsight app.

Verified User
Director in Customer Service
Computer Software Company, 501-1000 employeesCons
Crownpeak DQM
- 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.
Software Engineer
Murphy Oil USA IncorporatedRetail, 5001-10,000 employees
Gainsight Customer Cloud
- Enhancing their Timeline functionality which supports real life use cases such as pulling in open CTAs to a new timeline entry when recording a meeting with a customer.
- Further enhances the ability to add comments and tag people in sub CTAs similar to what you see in the overall CTA.
- Journey orchestrator emails to have the ability to output tabular reports.

Verified User
Manager in Customer Service
Computer Software Company, 51-200 employeesPricing Details
Crownpeak DQM
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Crownpeak DQM Editions & Modules
—
Additional Pricing Details
—Gainsight Customer Cloud
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Starting Price
$0 Per Company Per Month
Gainsight Customer Cloud Editions & Modules
Edition
Subscription | $2,5001 |
---|
- Per Company Per Month
Additional Pricing Details
—Likelihood to Renew
Crownpeak DQM
Crownpeak DQM 9.6
Based on 2 answers
We've seen competitors, they're not doing as well of a job as dqm is. It's a wonderful tool and there a huge opportunities for crownpeak
Subject Matter Expert (SME)
PhilipsHealth, Wellness and Fitness, 10,001+ employees
Gainsight Customer Cloud
Gainsight Customer Cloud 6.8
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.

Verified User
Administrator in Professional Services
Health, Wellness and Fitness Company, 501-1000 employeesUsability
Crownpeak DQM
Crownpeak DQM 8.3
Based on 12 answers
I had a small learning curve in order to become fluent with the platform as it doesn't work like the other automated accessibility tools that I've used. However, once I was up to speed, I like it better than any of the other tools and find the data more useful, digestible, and relevant.

Verified User
Executive in Corporate
Internet Company, 1-10 employeesGainsight Customer Cloud
Gainsight Customer Cloud 8.5
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.
Sr. Manager, Customer Success
JamfComputer Software, 501-1000 employees
Reliability and Availability
Crownpeak DQM
Crownpeak DQM 9.1
Based on 1 answer
Haven't had issues accessing the dashboard when needed.
Partner, Development Services
iMedia incInternet, 11-50 employees
Gainsight Customer Cloud
Gainsight Customer Cloud 8.2
Based on 2 answers
No answer on this topic is available.
Performance
Crownpeak DQM
Crownpeak DQM 9.1
Based on 1 answer
No issues with speed and performance
Partner, Development Services
iMedia incInternet, 11-50 employees
Gainsight Customer Cloud
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
Customer Success Territory Manager
JAMF SoftwareInformation Technology and Services, 201-500 employees
Support Rating
Crownpeak DQM
Crownpeak DQM 8.7
Based on 12 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.
Digital Content Manager
Atlanta GroupFinancial Services, 501-1000 employees
Gainsight Customer Cloud
Gainsight Customer Cloud 6.5
Based on 251 answers
I advocate for Gainsight because of their support team. The Outcomes Managers and Technical Support teams are top notch. I have worked with a handful of different solutions engineers when I had a problem I wanted to solve, and they assisted me in a timely and professional manner. I am a huge fan of Gainsight for the support they offer!

Verified User
Professional in Corporate
Civic & Social Organization Company, 51-200 employeesOnline Training
Crownpeak DQM
Crownpeak DQM 9.1
Based on 1 answer
Product is straight-forward but the training was helpful and beneficial
Partner, Development Services
iMedia incInternet, 11-50 employees
Gainsight Customer Cloud
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
Customer Success Territory Manager
JAMF SoftwareInformation Technology and Services, 201-500 employees
Implementation Rating
Crownpeak DQM
Crownpeak DQM 9.1
Based on 1 answer
Ensure that you are ready with a solid process to address issues
Partner, Development Services
iMedia incInternet, 11-50 employees
Gainsight Customer Cloud
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.
Director, Customer Success
VersionOneComputer Software, 51-200 employees
Alternatives Considered
Crownpeak DQM
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.
Software Development Analyst
Mercury Insurance Services, LLC/AIS InsuranceInformation Services, 1001-5000 employees
Gainsight Customer Cloud
There's really nothing like it that I've experienced, as this is one of my first positions within a Customer Success org. I've had quite a bit of experience in Adobe Creative Suite, and just how the features in those are complex, Gainsight has similar vibes-- that it takes a bit of experience to learn but once you know the complexities, the world is your oyster and possibilities are endless. I love that it's constantly innovating and challenging me to keep up with those changes. I cannot wait until the UX is perfect.

Verified User
Administrator in Professional Services
Computer Software Company, 201-500 employeesScalability
Crownpeak DQM
Crownpeak DQM 9.1
Based on 1 answer
haven't had issues accessing when needed.
Partner, Development Services
iMedia incInternet, 11-50 employees
Gainsight Customer Cloud
Gainsight Customer Cloud 7.3
Based on 1 answer
No answer on this topic is available.
Return on Investment
Crownpeak DQM
- When driving Customer Care, it was great to be able to add the Autofix tool to the web estate - a quick-win that really drives the accessibility agenda.
- Building reports off the back of DQM gives senior stakeholders an understanding of the importance of usability and accessibility.
- The gamification of league tables highlights to stakeholders the areas that need focus and budget in order to improve.

Verified User
Manager in Marketing
Financial Services Company, 1001-5000 employeesGainsight Customer Cloud
- 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.

Verified User
Administrator in Information Technology
Management Consulting Company, 501-1000 employees