Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Gainsight CS
Score 8.4 out of 10
Mid-Size Companies (51-1,000 employees)
Gainsight’s customer-centric technology aims to drive the future of customer success. The company’s Customer Cloud offers a set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together are designed to enable businesses to put the customer at the center of everything they do. The vendor states that companies that use Gainsight grow net retention by up to 33 percent. Learn how leading companies like Okta, SAP Concur,…
$2,500
Per Company Per Month
HubSpot CRM
Score 8.5 out of 10
N/A
HubSpot’s CRM enables growth-minded businesses to optimize their relationships with leads and customers. Through harnessing the power of carefully crafted sales, marketing, customer service, content management, and operations tools, the software aims to make it easy to unify team strategy and drive conversion. Additionally, the software allows users to connect with over 875 integration apps, APIs, and solutions partners to create a customizable user experience that suits the way teams work.…
$0
Per Month [Unlimited Users]
Pricing
Gainsight CSHubSpot CRM
Editions & Modules
Subscription
$2,500
Per Company Per Month
Free Forever
$0
Per Month [Unlimited Users]
CRM Bundle
$50
per month
Offerings
Pricing Offerings
Gainsight CSHubSpot CRM
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeRequiredNo setup fee
Additional Details
More Pricing Information
Community Pulse
Gainsight CSHubSpot CRM
Considered Both Products
Gainsight CS

No answer on this topic

HubSpot CRM
Chose HubSpot CRM
HubSpot CRM is more simple to use tool when compared with typical CRM tools but somehow lacks capabilities when compared with a proper CRM. However, for our use case, it works like a charm.
Top Pros
Top Cons
Features
Gainsight CSHubSpot CRM
Security
Comparison of Security features of Product A and Product B
Gainsight CS
7.1
164 Ratings
19% below category average
HubSpot CRM
8.4
1205 Ratings
1% above category average
Role-based user permissions7.1164 Ratings8.51149 Ratings
Single sign-on capability00 Ratings8.41072 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
Gainsight CS
7.7
205 Ratings
10% below category average
HubSpot CRM
-
Ratings
API6.9122 Ratings00 Ratings
Integration with Salesforce.com8.0204 Ratings00 Ratings
Integration with Marketo7.749 Ratings00 Ratings
Integration with Eloqua8.219 Ratings00 Ratings
Customer Data Extraction / Integration
Comparison of Customer Data Extraction / Integration features of Product A and Product B
Gainsight CS
6.8
205 Ratings
22% below category average
HubSpot CRM
-
Ratings
Product usage8.5194 Ratings00 Ratings
Help desk / support tickets5.2165 Ratings00 Ratings
Customer Success Management
Comparison of Customer Success Management features of Product A and Product B
Gainsight CS
6.3
217 Ratings
26% below category average
HubSpot CRM
-
Ratings
NPS surveys8.0170 Ratings00 Ratings
Sponsor tracking4.5160 Ratings00 Ratings
Customer profiles6.2194 Ratings00 Ratings
Automated workflow7.9208 Ratings00 Ratings
Internal collaboration5.1195 Ratings00 Ratings
Customer health scoring7.0210 Ratings00 Ratings
Customer segmentation5.2177 Ratings00 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
Gainsight CS
7.2
215 Ratings
11% below category average
HubSpot CRM
-
Ratings
Customer health trends7.0197 Ratings00 Ratings
Engagement analytics7.1174 Ratings00 Ratings
Revenue forecasting7.9107 Ratings00 Ratings
Dashboards6.7212 Ratings00 Ratings
Sales Force Automation
Comparison of Sales Force Automation features of Product A and Product B
Gainsight CS
-
Ratings
HubSpot CRM
8.0
1464 Ratings
4% above category average
Customer data management / contact management00 Ratings8.71416 Ratings
Workflow management00 Ratings8.31380 Ratings
Territory management00 Ratings6.8184 Ratings
Opportunity management00 Ratings8.21319 Ratings
Integration with email client (e.g., Outlook or Gmail)00 Ratings8.51421 Ratings
Contract management00 Ratings8.0185 Ratings
Quote & order management00 Ratings7.4949 Ratings
Interaction tracking00 Ratings8.41371 Ratings
Channel / partner relationship management00 Ratings7.7186 Ratings
Customer Service & Support
Comparison of Customer Service & Support features of Product A and Product B
Gainsight CS
-
Ratings
HubSpot CRM
7.5
966 Ratings
1% below category average
Case management00 Ratings7.4900 Ratings
Call center management00 Ratings7.6776 Ratings
Help desk management00 Ratings7.4826 Ratings
Marketing Automation
Comparison of Marketing Automation features of Product A and Product B
Gainsight CS
-
Ratings
HubSpot CRM
8.5
1295 Ratings
11% above category average
Lead management00 Ratings8.51220 Ratings
Email marketing00 Ratings8.61228 Ratings
CRM Project Management
Comparison of CRM Project Management features of Product A and Product B
Gainsight CS
-
Ratings
HubSpot CRM
7.6
1339 Ratings
0% below category average
Task management00 Ratings8.01282 Ratings
Billing and invoicing management00 Ratings7.1654 Ratings
Reporting00 Ratings7.71185 Ratings
CRM Reporting & Analytics
Comparison of CRM Reporting & Analytics features of Product A and Product B
Gainsight CS
-
Ratings
HubSpot CRM
7.9
1307 Ratings
4% above category average
Forecasting00 Ratings7.61026 Ratings
Pipeline visualization00 Ratings8.31237 Ratings
Customizable reports00 Ratings7.81207 Ratings
Customization
Comparison of Customization features of Product A and Product B
Gainsight CS
-
Ratings
HubSpot CRM
7.4
1251 Ratings
3% below category average
Custom fields00 Ratings8.01227 Ratings
Custom objects00 Ratings7.81060 Ratings
Scripting environment00 Ratings6.3132 Ratings
API for custom integration00 Ratings7.6855 Ratings
Social CRM
Comparison of Social CRM features of Product A and Product B
Gainsight CS
-
Ratings
HubSpot CRM
7.4
821 Ratings
1% above category average
Social data00 Ratings7.5804 Ratings
Social engagement00 Ratings7.4794 Ratings
Integrations with 3rd-party Software
Comparison of Integrations with 3rd-party Software features of Product A and Product B
Gainsight CS
-
Ratings
HubSpot CRM
7.7
928 Ratings
6% above category average
Marketing automation00 Ratings7.8921 Ratings
Compensation management00 Ratings7.6597 Ratings
Platform
Comparison of Platform features of Product A and Product B
Gainsight CS
-
Ratings
HubSpot CRM
7.8
1094 Ratings
4% above category average
Mobile access00 Ratings7.81094 Ratings
Best Alternatives
Gainsight CSHubSpot CRM
Small Businesses
Intercom
Intercom
Score 8.8 out of 10
Salesmate
Salesmate
Score 9.8 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Creatio
Creatio
Score 9.1 out of 10
Enterprises
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.8 out of 10
Creatio
Creatio
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Gainsight CSHubSpot CRM
Likelihood to Recommend
8.5
(222 ratings)
8.5
(1506 ratings)
Likelihood to Renew
6.8
(14 ratings)
9.8
(25 ratings)
Usability
8.2
(24 ratings)
8.3
(1406 ratings)
Availability
8.2
(1 ratings)
-
(0 ratings)
Performance
6.4
(1 ratings)
-
(0 ratings)
Support Rating
9.0
(134 ratings)
7.2
(21 ratings)
Online Training
5.5
(2 ratings)
-
(0 ratings)
Implementation Rating
6.3
(6 ratings)
7.3
(6 ratings)
Configurability
6.4
(1 ratings)
-
(0 ratings)
Product Scalability
7.3
(1 ratings)
-
(0 ratings)
Vendor post-sale
6.4
(1 ratings)
-
(0 ratings)
User Testimonials
Gainsight CSHubSpot CRM
Likelihood to Recommend
Gainsight
Well suited for: consolidated and organized note taking tracking stakeholders contact information if properly configured - identifying and categorizing risk categories less appropriate setting up customer journey takes quite a bit of work to implement and make use of - want best practices baked into the product - "customer journey wizard" reporting is robust but clunky to set up reports and get meaningful data
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HubSpot
It's incredibly helpful to be able to segment based on specific properties/criteria. This is especially useful combined with email marketing in order to develop tailored lists which require little maintenance when set up. In terms of engagement, it's also incredibly useful to see what people have been engaging with on websites and blog sites
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Pros
Gainsight
  • Gainsight's Data Designer is a powerful tool that allows you to create new tables/data sets from different sources (Create a new table by merging Snowflake, SFDC and Gainsight data that you can use for reporting or be the engine of calls to actions)
  • The health score is great! with good data and the right workflows in place, you can easily create automated health scores by your desired segmentation
  • Journey Orchestrator is the best 1:M outreach tool I have seen from any CSP. Very flexible and comprehensive. Can also support surveys! JO can be used for all segments, not just your digital segments!
  • Gmail/Outlook integration - Our CSMs love that you can send an email and attach it to the gainsight account. You can also create a meeting note in Gainsight and email it to your customers!
  • Calls to Action/Playbooks are very customizable, interoperable with SFDC and a great way for CSMs to keep on top of their work and also a great tool for reporting outcomes and CSMs work throughout the year
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HubSpot
  • Sales tracking - The platform is easy to manage and provides various ways to track and analyse sales data
  • Customer database - The system pulls in information from various data points adding incremental knowledge and value to customer records automatically
  • Deal monitoring - The deals section of the system makes it easy to review all stages of deals along with customisable stages
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Cons
Gainsight
  • Sometimes tying Salesforce Data into Gainsight objects can be challenging. (I don't believe this is a true Gainsight limitation)
  • I would love to see the ability to create a dashboard directly from JO Analytics, to help save time recreating measure the program analytics already provide. (Since the JO program analytics aren't extensible to everyone, a dashboard needs to be created )
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HubSpot
  • If an email comes in from multiple clients and they email has the same exact subject line, the emails get merged into only one of the companies/contacts and we do not realize we received the request from multiple clients.
  • If a project is created and tickets are created and assigned and linked to the project and the subject is identical, they all merge into one and they are all not visible.. they fall off somewhere which causes steps of a project to be missed. We have changed our side to accommodate this but trying hard to not duplicate names but sometimes that is very hard to do.
  • In Companies, all notes are visible to every user. I would like to have a section for Admin notes ONLY.. this would be executive level information that our end users do not need to see.
  • Notes, regardless of where entered are linked to the companies with no rhyme or reason. If you are in the Company record, you see a list of notes and there is no indication where the note came from.. what ticket or project.
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Likelihood to Renew
Gainsight
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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HubSpot
To be honest there are some barriers due to which we are unable to use Hubspot at it's full potentials. The region that we work in has some restrictions that don't allow us to make calls or text which leaves us to just Email to the client.
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Usability
Gainsight
I give it this score based on the implementation at my current employer. I don't know if it could be higher based on if the implementation went better, or if there is something on the vendor side that could help. If this were asked at my previous employer, I would have given it a score of 9 or 10.
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HubSpot
HubSpot is superior! I use monday.com, Copper, Acculynx etc. HubSpot smokes them out of the water in all categories accept cost. If you utilize the tool, the ROI is significant. We have been able to maximize our outreach and capitalize on features, options, reports of this tool. Highly recommend
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Performance
Gainsight
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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HubSpot
No answers on this topic
Support Rating
Gainsight
The CSMs are very hands-on and helpful, both Elaine and Lane have provided a lot of guidance and value over the years. Support is responsive and will jump on things as needed. The thought leadership and community is probably the most valuable part of our support from Gainsight.
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HubSpot
Because when I needed help HubSpot responded immediately and provided me with the information I needed which enabled me to realize that HubSpot was even more customizable and easier to use than I thought! And I already thought HubSpot was very user friendly and easy to use, and then Support showed me how to manipulate the settings, columns and the appearance of the tool.
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Online Training
Gainsight
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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HubSpot
No answers on this topic
Implementation Rating
Gainsight
I was not part of the implantation (I took over later). However, based on what was passed to me, the tool was not well implemented at our org. I think this had to do with complexity, wrong person assigned in our org, and org buy-in. I think it would have been very successful if we had a better assignment process internally.
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HubSpot
If you've had any prior experience with cloud based marketing automation or group communication tools, you can do the implementation without paid outside support. Though getting to a SLA (service level agreement) would be best achieved with the help of a third party who can facilitate
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Alternatives Considered
Gainsight
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.
Read full review
HubSpot
Hubspot has been more robust for us as a tool due to the fact that marketing also lives in there with us. Both tools have great prospecting functionality, but the big thing for us has been the ability to have better aligned efforts and visibility with both sales & marketing working in the same space.
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Return on Investment
Gainsight
  • We increase account coverage by more than 20% through the tools within Gainsight CS to generate actions for our CSMs to prioritize accounts.
  • Now that we are using Success Plans, we are seeing 65-75% of customer outcomes realized within a 12-month period. This was something we weren't able to track before.
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HubSpot
  • Hubspot automation significantly reduces the time we spend managing pipelines. Like hours to minutes time saving.
  • Integration with our website ensures lead capture is comprehensive and automatic, half of my research and information gathering is done before I get a notification of a new lead.
Read full review
ScreenShots

Gainsight CS Screenshots

Screenshot of Get notified when your sponsor moves with our social media tracker - Sponsor TrackingScreenshot of Get more face time with your customers with 60 second videos - GsnapScreenshot of Automate Calls-to-Action on customer risks, opportunities and lifecycle events, better prioritize tasks with AI-driven priority scoring and follow a step-by-step playbook to deliver a consistent, best-in-class customer experience.Screenshot of Our collection of best practice-based solutions can be deployed within your Gainsight instance to help you move quickly and realize value fasterScreenshot of Design dynamic, multi-step customer journeys that blend human and digital touchpoints to deliver personalized engagement at scale. Analyze data at every step and adjust to each customer's behavior to more effectively deliver the outcomes your customers desire.Screenshot of Organize your team’s activities around your customer's key objectives. Collaborate directly with customer stakeholders to realize their desired outcomes and demonstrate how your efforts translate to results.

HubSpot CRM Screenshots

Screenshot of Store, track, manage, and report on the deals (sometimes referred to as “opportunities”) your sales team is working.Screenshot of Our contact record enables your team to record and retrieve information on anyone your business interacts with, helping everyone to stay on the same page.Screenshot of The product library gives you visibility into the goods and services you sell, then associates them with individual deals. With products, you can easily track what you're selling to your customers and from what channels.