CustomerSuccessBox vs. Gainsight PX

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
CustomerSuccessBox
Score 9.5 out of 10
Mid-Size Companies (51-1,000 employees)
What is CustomerSuccessBox? An AI-powered customer success platform for B2B SaaS that provides actionable insights to drive customer success. Backed with $1 Million in March 2018 by pi Ventures and Axilor Ventures, CustomerSuccessBox was built from a clear need for a solution that could deliver ‘proactive’ customer success. Customer Success tracks product adoption to understand customer onboarding, product adoption, usage analysis, and calculating customer health scores.…N/A
Gainsight PX
Score 7.0 out of 10
N/A
For SaaS products, Gainsight's product experience software enables companies to track every step of their user's journey and fully understand how they're interacting with a product over time.
$0
100 or less MAUs (Monthly Active Users)
Pricing
CustomerSuccessBoxGainsight PX
Editions & Modules
No answers on this topic
Starter (Free)
$0
100 or less MAUs (Monthly Active Users)
Starter
Starting at $400/M
500+ MAUs (Monthly Active Users)
Growth
Custom
Per MAUs (Monthly Active Users) and more
Offerings
Pricing Offerings
CustomerSuccessBoxGainsight PX
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
YesYes
Entry-level Setup Fee$499 per userNo setup fee
Additional DetailsThe pricing is different for the types of businesses to which CustomerSuccessBox caters to- 1. Grow- For businesses who want to start with the customer success initiative with a small success team 2. Business- For businesses with mature customer success practices and a large success team 3. Enterprise- For businesses who want to extend with the customer success initiative across a range of products and teams. For more info on pricing, checkout https://customersuccessbox.com/pricing/
More Pricing Information
Features
CustomerSuccessBoxGainsight PX
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
CustomerSuccessBox
8.5
11 Ratings
1% below category average
Gainsight PX
-
Ratings
API8.59 Ratings00 Ratings
Integration with Salesforce.com8.57 Ratings00 Ratings
Customer Data Extraction / Integration
Comparison of Customer Data Extraction / Integration features of Product A and Product B
CustomerSuccessBox
9.4
15 Ratings
8% above category average
Gainsight PX
-
Ratings
Product usage9.315 Ratings00 Ratings
Help desk / support tickets9.512 Ratings00 Ratings
Customer Success Management
Comparison of Customer Success Management features of Product A and Product B
CustomerSuccessBox
9.0
15 Ratings
8% above category average
Gainsight PX
-
Ratings
NPS surveys7.811 Ratings00 Ratings
Sponsor tracking9.18 Ratings00 Ratings
Customer profiles9.014 Ratings00 Ratings
Automated workflow9.514 Ratings00 Ratings
Customer health scoring9.313 Ratings00 Ratings
Customer segmentation9.515 Ratings00 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
CustomerSuccessBox
8.8
15 Ratings
7% above category average
Gainsight PX
-
Ratings
Customer health trends9.313 Ratings00 Ratings
Engagement analytics8.614 Ratings00 Ratings
Revenue forecasting8.29 Ratings00 Ratings
Dashboards9.315 Ratings00 Ratings
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User Ratings
CustomerSuccessBoxGainsight PX
Likelihood to Recommend
9.5
(15 ratings)
7.6
(26 ratings)
Likelihood to Renew
-
(0 ratings)
8.2
(1 ratings)
Usability
9.3
(15 ratings)
-
(0 ratings)
Support Rating
9.3
(15 ratings)
7.3
(23 ratings)
Ease of integration
-
(0 ratings)
7.7
(14 ratings)
User Testimonials
CustomerSuccessBoxGainsight PX
Likelihood to Recommend
Customer Success Box
It is the best software if you are a b2b software who is planning to scale customer success department and you are running blind on potential threats for renewal. It also helps you understand which customer is not getting value out of your product. I completely recommend this. Go for it!!!!!
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Gainsight
Gainsight PX is well suited for companies that are looking to measure customer engagement, usage, and adoption of their products and services. It is also well suited for companies that are looking to gain insights into customer behavior and preferences. Gainsight PX can be used to track customer journeys and measure customer satisfaction.

On the other hand, Gainsight PX is less appropriate for companies that are looking to measure sales performance or customer lifetime value. It is also not well suited for companies that are looking to measure customer retention or customer churn.
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Pros
Customer Success Box
  • Journey feature will help you automate your manual tasks like auto csm assignments, auto playbook enrolls, email alerts to your clients about new assignments or any set templates, etc.
  • Making a playbook of your process (must be consist of multiple steps) will help you give the visibility of how many clients are stuck in which steps and from when.
  • They are using Metabase for making analytics dashboards where you can make your own dashboard with different filters like Csm activity report, churn dashboard, potential clients report and also using pulse feature in Metabase schedule your daily report to different required people.
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Gainsight
  • Backfilling data. Many tools do not have the ability to be tracking elements once they are available and then pull it in and have historical views. You're not starting from scratch once you identify something.
  • Educational Engagements. There are a ton of options for in-app messaging and its very customizable and easy to set up.
  • Product Mapper. Organizing and shifting structure is easy to change. Setting multiple rules on a feature and confirming what you tagged is easy to do.
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Cons
Customer Success Box
  • Health aggregation delay can be improved.
  • Calling with csbox software can be improved, it makes touchpoint even if your call from csbox has not picked up, and accordingly changed relationship health.
  • Add more analytics in the playbook like avg time taken to complete each step and there is no option of selecting multiple csms in the filter.
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Gainsight
  • Walk through functionality is weaker than other providers. If you ask a user to do something on screen, and that action reloads the page, the tour closes. This shortcoming is the primary cause for us using another walkthrough tool.
  • There is no global CSS styling for PX modals. When I make a new CSS refinement, it's limited to that one engagement only. Everytime I have a new message to deliver, I know picking a correct tour type, finding a good starting place in existing CSS and content, working over the CSS to handle new content will all take more time that it takes in other tools with universal styling controls.
  • The page reload tour cancelation also affects surveys. Want to send a CES survey after a user clicks a button that causes a URL change? You can't. Indirectly, you can load the survey if the user has clicked the button < 1 day ago, and is on URL X. If the URL is the same before and after the button click, even this work around wont work.
  • Not sure how effective PX is on mobile, the functionality did not exist while we were building our mobile app, and we've yet to add it in.
  • Would be nice if it could integrate our knowledge base, but only one KB vendor was supported (not our Freshdesk) last I looked
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Likelihood to Renew
Customer Success Box
No answers on this topic
Gainsight
I like the product, find it pretty easy to use. As we move forward, looking forward to using more of the functionality.
Read full review
Usability
Customer Success Box
Customer success box is one of the best products we have used as it solves the main problem for us. Use tracking and adoption. The best part about various software integrations is that now we are able to track everything at one single platform with multiple reports, analytics and dashboards.
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Gainsight
No answers on this topic
Support Rating
Customer Success Box
I have created two - three support tickets so far and their response is very very quick. Their team is also very empathetic, understanding and highly motivated towards solving a customer's problem. I would definitely recommend and rate them 10 / 10 for their excellent after sales support. They support for all EST & PST zones.
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Gainsight
I have not had to contact support frequently but when I have I used the chat and my questions were answered immediately. I've also used their knowledge center, help documentation and training videos which are all very thorough. The support we've received from our Customer Success Manager has been helpful as well.
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Alternatives Considered
Customer Success Box
CustomerSuccessBox provides a great UI where I can manage all the activities related to a client in a single window. This helps to update and focus on key tasks related to the client. Small insights graph helps to quickly analyze the client's health towards our product. The customizable filters are a great help in sorting the data.
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Gainsight
Heap has a great value proposition and very nice user experience. But it lacks the clear funnel analysis that Gainsight PX provides. Plus Heap also does not have integration with a lot of CRMs and Customer data platforms. Also, Additionally if you go in the market to find Heap implementors or SI vendors, you won't find any.
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Return on Investment
Customer Success Box
  • It has helped in managing large amount of Client data under single platform.
  • It helped in generating valuable insights from data.
  • It is helpful to take proactive actions.
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Gainsight
  • Allow us to integrate actual product usage with Salesforce.
  • Too much developer time went into it, especially when the premise was that this was mostly going to be handled by the Product team. This was mostly because the Gainsight PX event editor doesn't support more complex querying on events.
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ScreenShots

CustomerSuccessBox Screenshots

Screenshot of 360 Degree View 

A fully integrated customer success platform that connects with your CRM, Helpdesks, Billing system, customer engagement system, and even your homegrown systems to provide customer success managers a complete 360-degree view of each account.Screenshot of Actionable Platform

No more juggling between tools, get all customer communication in one place. You get the ability to send emails, make calls and manage tasks from inside the customer success platform. CSMs take preemptive measures to engage with accounts with average or poor health.Screenshot of Segmentation

Customer Segmentation is done based on revenue generated/MRR (Enterprise-Mid market-SMBs or Tier 1-Tier 2-Tier3), location (US, Asia, EMEA, ANZ, etc), Product used or plans opted for, etc.Screenshot of Playbooks 

Time-bound playbooks are created to manage tasks to onboard, increase product adoption, renewals, and upsells.  Playbooks help in creating an Ideal Customer Journey along with various Tasks, Outcomes & Milestones

Gainsight PX Screenshots

Screenshot of Access all of your key metrics in one place.Screenshot of PX Dashboards offer an interactive way of viewing data. By default, Gainsight provides you with the Gainsight PX Dashboard, but you can create separate Dashboards for each user, based on their requirements. 

For example, you can create a Dashboard, set it to private and grant access only to the top-level executives who are interested in viewing the performance of company KPIs. You can create a Dashboard for a Product Manager and include widgets which show key metrics for the product they own.Screenshot of Gainsight PX connects directly to your CRM and other customer data sources, letting you leverage custom events with no limits on what you can explore – all without using any query language.

Track specific events and compare any number of different cohorts and behaviors to learn more about a specific behavior or validate a specific hypothesis. You can use the group by functionality to aggregate results based on specific fields, and you can analyze custom event properties based on the property values. This may come handy when you want to measure the event properties such as video play counts or monetary values you're passing to Gainsight PX via custom events.Screenshot of Product Mapper® is an easy to use way of describing your product features with a simple "point, click and describe."   Each mapped feature can be viewed hierarchically within your Product Feature Tree®.   

Features can be organized in any way that makes sense for your particular application.  For example, you can organize by modules and features or you can nest sub-modules under modules and add features at any level.Screenshot of You can use existing templates while setting up Guide engagements. You can even save the newly created/modified template and use the saved template in the future in order to save time. Once you select the template, you can modify your template–no coding required, but it's there if you want it.Screenshot of Present targeted and timely in-app surveys so you can get more relevant feedback from the right people to better understand their needs and wants, and easily see the results in real-time.