Gainsight CS vs. NetSuite ERP

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Gainsight CS
Score 8.5 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
NetSuite ERP
Score 8.0 out of 10
N/A
NetSuite is a suite of ERP and accounting modules which is sold in various editions aimed at different size customers. The multi-country, multi-currency version is an additional module called OneWorld. Netsuite is a SaaS system and is not offered in an on-premise edition.N/A
Pricing
Gainsight CSNetSuite ERP
Editions & Modules
Subscription
$2,500
Per Company Per Month
No answers on this topic
Offerings
Pricing Offerings
Gainsight CSNetSuite ERP
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeRequiredNo setup fee
Additional DetailsUsers subscribe to NetSuite for an annual license fee. The license is made up of three main components: core platform, optional modules and the number of users. There is also a one-time implementation fee for initial setup. New modules and users and can be added as a business grows.
More Pricing Information
Features
Gainsight CSNetSuite ERP
Security
Comparison of Security features of Product A and Product B
Gainsight CS
7.2
165 Ratings
20% below category average
NetSuite ERP
9.4
81 Ratings
16% above category average
Role-based user permissions7.2165 Ratings9.480 Ratings
Single sign-on capability00 Ratings9.462 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
Gainsight CS
7.6
207 Ratings
12% below category average
NetSuite ERP
-
Ratings
API6.7123 Ratings00 Ratings
Integration with Salesforce.com7.8206 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
207 Ratings
25% below category average
NetSuite ERP
-
Ratings
Product usage8.5196 Ratings00 Ratings
Help desk / support tickets5.1166 Ratings00 Ratings
Customer Success Management
Comparison of Customer Success Management features of Product A and Product B
Gainsight CS
6.3
219 Ratings
28% below category average
NetSuite ERP
-
Ratings
NPS surveys7.8171 Ratings00 Ratings
Sponsor tracking5.1162 Ratings00 Ratings
Customer profiles6.2196 Ratings00 Ratings
Automated workflow7.7210 Ratings00 Ratings
Internal collaboration5.1197 Ratings00 Ratings
Customer health scoring6.9212 Ratings00 Ratings
Customer segmentation5.2179 Ratings00 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
Gainsight CS
7.0
217 Ratings
16% below category average
NetSuite ERP
-
Ratings
Customer health trends6.8199 Ratings00 Ratings
Engagement analytics7.1176 Ratings00 Ratings
Revenue forecasting7.3108 Ratings00 Ratings
Dashboards6.6214 Ratings00 Ratings
Payroll Management
Comparison of Payroll Management features of Product A and Product B
Gainsight CS
-
Ratings
NetSuite ERP
1.1
15 Ratings
147% below category average
Pay calculation00 Ratings1.013 Ratings
Benefit plan administration00 Ratings1.010 Ratings
Direct deposit files00 Ratings1.39 Ratings
Customization
Comparison of Customization features of Product A and Product B
Gainsight CS
-
Ratings
NetSuite ERP
9.2
74 Ratings
23% above category average
API for custom integration00 Ratings9.264 Ratings
Plug-ins00 Ratings9.747 Ratings
Reporting & Analytics
Comparison of Reporting & Analytics features of Product A and Product B
Gainsight CS
-
Ratings
NetSuite ERP
9.5
72 Ratings
30% above category average
Dashboards00 Ratings9.571 Ratings
Standard reports00 Ratings9.570 Ratings
Custom reports00 Ratings9.570 Ratings
General Ledger and Configurable Accounting
Comparison of General Ledger and Configurable Accounting features of Product A and Product B
Gainsight CS
-
Ratings
NetSuite ERP
7.8
272 Ratings
3% above category average
Accounts payable00 Ratings8.3266 Ratings
Accounts receivable00 Ratings8.2246 Ratings
Global Financial Support00 Ratings9.726 Ratings
Primary and Secondary Ledgers00 Ratings9.728 Ratings
Journals and Reconciliations00 Ratings9.241 Ratings
Configurable Accounting00 Ratings9.735 Ratings
Standardized Processes00 Ratings9.737 Ratings
Inventory Management
Comparison of Inventory Management features of Product A and Product B
Gainsight CS
-
Ratings
NetSuite ERP
8.9
48 Ratings
13% above category average
Inventory tracking00 Ratings9.947 Ratings
Automatic reordering00 Ratings8.728 Ratings
Location management00 Ratings9.435 Ratings
Order Management
Comparison of Order Management features of Product A and Product B
Gainsight CS
-
Ratings
NetSuite ERP
9.0
219 Ratings
15% above category average
Pricing00 Ratings9.553 Ratings
Order entry00 Ratings8.0215 Ratings
Credit card processing00 Ratings8.737 Ratings
Cost of goods sold00 Ratings9.148 Ratings
Order Orchestration00 Ratings9.721 Ratings
Subledger and Financial Process
Comparison of Subledger and Financial Process features of Product A and Product B
Gainsight CS
-
Ratings
NetSuite ERP
7.6
213 Ratings
3% above category average
Billing Management00 Ratings8.3202 Ratings
Cash and Asset Management00 Ratings9.727 Ratings
Travel & Expense Management00 Ratings9.131 Ratings
Budgetary Control & Encumbrance Accounting00 Ratings8.727 Ratings
Period Close00 Ratings9.735 Ratings
Project Financial Management
Comparison of Project Financial Management features of Product A and Product B
Gainsight CS
-
Ratings
NetSuite ERP
6.5
32 Ratings
16% below category average
Budgeting and Forecasting00 Ratings5.926 Ratings
Project Costing00 Ratings5.923 Ratings
Cost Capture00 Ratings5.922 Ratings
Capital Project Management00 Ratings4.014 Ratings
Customer Contract Compliance00 Ratings9.713 Ratings
Project Revenue Recognition00 Ratings6.822 Ratings
Project Execution Management
Comparison of Project Execution Management features of Product A and Product B
Gainsight CS
-
Ratings
NetSuite ERP
4.1
17 Ratings
50% below category average
Project Planning and Scheduling00 Ratings8.714 Ratings
Task Insight for Project Managers00 Ratings3.311 Ratings
Project Mobile Functionality00 Ratings3.010 Ratings
Definable Resource Pools00 Ratings3.68 Ratings
Grants Management
Comparison of Grants Management features of Product A and Product B
Gainsight CS
-
Ratings
NetSuite ERP
3.1
12 Ratings
82% below category average
Award Lifecycle Management00 Ratings3.57 Ratings
Procurement
Comparison of Procurement features of Product A and Product B
Gainsight CS
-
Ratings
NetSuite ERP
3.3
19 Ratings
71% below category average
Bids Analyzed and Compared00 Ratings3.58 Ratings
Contract Authoring00 Ratings1.910 Ratings
Contract Repository00 Ratings3.58 Ratings
Requisitions-to-Purchase Orders Integrated00 Ratings3.613 Ratings
Supplier Management00 Ratings9.713 Ratings
Risk Management
Comparison of Risk Management features of Product A and Product B
Gainsight CS
-
Ratings
NetSuite ERP
3.1
11 Ratings
71% below category average
Risk Repository00 Ratings3.58 Ratings
Control Management00 Ratings1.911 Ratings
Control Efficiency Assessments00 Ratings3.57 Ratings
Issue Detection00 Ratings3.58 Ratings
Remediation and Certification00 Ratings3.58 Ratings
Logistics
Comparison of Logistics features of Product A and Product B
Gainsight CS
-
Ratings
NetSuite ERP
3.1
17 Ratings
74% below category average
Transportation Planning and Optimization00 Ratings2.89 Ratings
Transportation Execution Management00 Ratings2.88 Ratings
Trade and Customs Management00 Ratings2.88 Ratings
Fulfillment Management00 Ratings9.714 Ratings
Warehouse Workforce Management00 Ratings2.511 Ratings
Manufacturing
Comparison of Manufacturing features of Product A and Product B
Gainsight CS
-
Ratings
NetSuite ERP
9.2
16 Ratings
21% above category average
Production Process Design00 Ratings8.712 Ratings
Production Management00 Ratings8.814 Ratings
Configuration Management00 Ratings9.710 Ratings
Work Execution00 Ratings9.712 Ratings
Manufacturing Costs00 Ratings8.714 Ratings
Supply Chain
Comparison of Supply Chain features of Product A and Product B
Gainsight CS
-
Ratings
NetSuite ERP
8.1
139 Ratings
13% above category average
Forecasting00 Ratings8.317 Ratings
Inventory Planning00 Ratings7.4136 Ratings
Performance Monitoring00 Ratings8.814 Ratings
Product Lifecycle Management
Comparison of Product Lifecycle Management features of Product A and Product B
Gainsight CS
-
Ratings
NetSuite ERP
3.9
13 Ratings
59% below category average
Proposal Management00 Ratings2.610 Ratings
Product Master Data Management00 Ratings3.29 Ratings
Best Alternatives
Gainsight CSNetSuite ERP
Small Businesses
Intercom
Intercom
Score 8.8 out of 10
Acumatica
Acumatica
Score 8.7 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Infor VISUAL
Infor VISUAL
Score 6.9 out of 10
Enterprises
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.9 out of 10
SAP Business ByDesign
SAP Business ByDesign
Score 8.3 out of 10
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User Ratings
Gainsight CSNetSuite ERP
Likelihood to Recommend
7.9
(224 ratings)
8.4
(372 ratings)
Likelihood to Renew
6.8
(14 ratings)
9.2
(49 ratings)
Usability
8.2
(24 ratings)
8.6
(232 ratings)
Availability
8.2
(1 ratings)
9.0
(16 ratings)
Performance
6.4
(1 ratings)
8.0
(15 ratings)
Support Rating
9.0
(134 ratings)
7.1
(216 ratings)
In-Person Training
-
(0 ratings)
7.3
(2 ratings)
Online Training
5.5
(2 ratings)
6.4
(10 ratings)
Implementation Rating
6.3
(6 ratings)
6.4
(17 ratings)
Configurability
6.4
(1 ratings)
8.7
(5 ratings)
Ease of integration
-
(0 ratings)
7.3
(3 ratings)
Product Scalability
7.3
(1 ratings)
9.0
(8 ratings)
Vendor post-sale
6.4
(1 ratings)
4.8
(2 ratings)
Vendor pre-sale
-
(0 ratings)
5.0
(1 ratings)
User Testimonials
Gainsight CSNetSuite ERP
Likelihood to Recommend
Gainsight
Gainsight CS is well suited for SaaS and Managed Services companies looking to have a centralized log of all their customer interactions and analysis of those customers' health so that CS and AM teams can be the best champions for their customers and interactions are not happening in silos. The new AI functionality being rolled out will have a massive impact on CSM's ability to manage time and add value.
Read full review
NetSuite
If you are looking for customization and automation, NetSuite excels. It is really great for transactional accounting and business processes—reporting and visibility into your accounting and transactions are outstanding. However, I might not choose NetSuite if you run a business that uses process manufacturing or very complex products. It certainly would be able to handle it, but it is not ideally suited.
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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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NetSuite
  • Revenue recognition. We get information from Salesforce and we build the revenue recognition engine that I'm really pleased. We avoid a lot of manual work by doing this.
  • We send out invoices electronically from the system. We use it for the fixed asset now with the new lease opinion that we just adopted in January 2022. We leveraged technology, specifically the features in NetSuite to help us account for that.
Read full review
Cons
Gainsight
  • Would love to see a Gainsight OPs/Admin checklist that guides CS Ops team through specific pieces of information needed to execute specific playbooks (best practices)
  • When creating reports, sometimes it's difficult to find the correct variable that you are looking for as it's nested under various categories
  • Would love ability to "heatmap" specific individual customer engagement based on CSM inputted customer contacts at meetings
  • Would love to see more analysis on engagements - how often, how frequent - built into the product
Read full review
NetSuite
  • Certain exports out of the system. There are some pages that you can export to Excel and some pages you can't, I don't know why. So it seems like it should be all functionalities there.
  • Some of the bank feeds have broken quite a bit and I'm not sure why. So we have to constantly go in there and readjust that on the reconciliation tab. I know that's new and robust and it's going well. It's more of taking out GL data instead of what's remaining in that account. As far as if I'm looking at a rec for a particular asset, I know there's GL data that goes through there. What I want to know is what's the balance in that account made up of as far as what's remaining there. So that's the kind of stuff I would buy with advice.
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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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NetSuite
NetSuite is able to cover all of our needs, spanning multiple departments and managerial levels. We use it daily for a multitude of functions, including creating promotions, estimating inventory, pulling historical reports, forecasting sales, and more. Overall, we're very satisfied with NetSuite as an ERP solution and recommend it to medium to large businesses.
Read full review
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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NetSuite
As a user, it is a steep learning curve with little to no guidance. Oracle relies pretty much only on their massive documentation library and does very little to guide users in context. As an Administrator, it's frustrating that field naming is totally different depending on your context.
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Reliability and Availability
Gainsight
No answers on this topic
NetSuite
It has been very reliable. I can only think of 1-2 times in 4.5 years that we have had issues getting in, and in each case were able to get back in within 1 hour. There has not been a major downtime
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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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NetSuite
Most of the time the performance is very good. Pages load in a few seconds; financial reports take less than 5 seconds; basic searches take a few seconds. But performance can be sporadic throughout the day and cause the run time to triple.
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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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NetSuite
I would like to give 8 rating for NetSuite support and reason for that is below: Whenever we faced any technical or functional issues we tried to reach out to NEtSuite support but response was not immediate. We told them about the urgency of the issue but still we were not getting response on time. Then, we have to reach out to AE to get things resolved.
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In-Person Training
Gainsight
No answers on this topic
NetSuite
I had in person training for a day when first got the software. The training was good. The challenge was that there was a large gap between training and when we went live so we forgot quite a lot
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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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NetSuite
Online training is quite strong. I have used for specific pieces of functionality.However it is not sufficient in all areas.
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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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NetSuite
I felt NetSuite Professional Services did an excellent job of guiding us in the implementation. I also felt our internal teams were a little resistant to the change and engagement of new software. Had we performed better engaging and buying into the new software, I would be able to rate the implementation better. Therefore, the lower number should not be viewed as a deficiency with the software or the professional services teams, but as an reminder of how important complete buy-in from the local users is.
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Alternatives Considered
Gainsight
We went through an evaluation of ChurnZero, which did not have the ability to pull in usage from complex data sets or to visualize it natively. ChurnZero did not offer the ability to run surveys or NPS which would have required additional tooling and investment
Read full review
NetSuite
Well, the reason why I'm with NetSuite is because obviously it beats out those other options quite considerably. It gave us the whole ecosystem that gave us everything we needed. I didn't need a dedicated administrator whose full-time job is to deal with it like our current system would need to really be useful. I can find people or train people how to use it right away. So for us, that really beats it out compared to the Sage and QuickBooks where we were looking at it from a perspective of, yeah, we can find people who are experts in those fields. They don't scale up to the size that we need as we're going to really quickly go from R&D company into doing tens of millions of dollars a year in revenue and activities. So that's where it beats us out over say Sage or QuickBooks is it's got that complete scalability. We can go to multiple subsidiaries, foreign currency, not a problem. It's got that full functionality.
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Scalability
Gainsight
No answers on this topic
NetSuite
We have been able to scale our business 25X without any major overhaul with Netsuite. Its dashboard setup makes onboarding new employees very easy and allows data to be shared across multiple offices. Its cloud setup does not put any pressure on IT to scale servers or other infrastructure. We have been able to become much more efficient in all aspects of the business.
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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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NetSuite
  • Positive impact, again, it's our source of truth, so we are able to not have questions about how much money we have in the bank or do we have enough material to build this job. Being able to know those things immediately is super valuable.
  • I mean it's the grease that skids the wheels that gets us to accomplish the things that we do in our business.
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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.

NetSuite ERP Screenshots

Screenshot of one view into the most critical business processes.Screenshot of Netsuite's mobile-friendly design