What users are saying about
Top Rated
24 Ratings
Top Rated
24 Ratings
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Score 9.2 out of 100
405 Ratings
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Score 8 out of 100

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

    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

    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

    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

    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

    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!
    Harrie Vermeulen | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Pros

    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)
    Andy Wood | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Cons

    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.
    Charles Adams | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Pricing 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
    1. 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
    Harrie Vermeulen | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Usability

    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.
    Anonymous | TrustRadius Reviewer

    Gainsight 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.
    Ben Michael | TrustRadius Reviewer

    Reliability and Availability

    Crownpeak DQM

    Crownpeak DQM 9.1
    Based on 1 answer
    Haven't had issues accessing the dashboard when needed.
    Joel Macaluso | TrustRadius Reviewer

    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
    Joel Macaluso | TrustRadius Reviewer

    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
    Greg Haugen | TrustRadius Reviewer

    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.
    Nick Spragg | TrustRadius Reviewer

    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!
    Anonymous | TrustRadius Reviewer

    Online Training

    Crownpeak DQM

    Crownpeak DQM 9.1
    Based on 1 answer
    Product is straight-forward but the training was helpful and beneficial
    Joel Macaluso | TrustRadius Reviewer

    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
    Greg Haugen | TrustRadius Reviewer

    Implementation Rating

    Crownpeak DQM

    Crownpeak DQM 9.1
    Based on 1 answer
    Ensure that you are ready with a solid process to address issues
    Joel Macaluso | TrustRadius Reviewer

    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.
    Beth Power, MBA, CSM, SA | TrustRadius Reviewer

    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.

    Araceli Carrasco | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Scalability

    Crownpeak DQM

    Crownpeak DQM 9.1
    Based on 1 answer
    haven't had issues accessing when needed.
    Joel Macaluso | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Gainsight 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.
    Anonymous | TrustRadius Reviewer

    Screenshots

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