Gainsight Customer Success (CS) is presented as a growth engine for modern post-sale teams. Built for CROs, CS leaders, and operations pros, it provides visibility into customer health, expansion potential, and revenue risk. With automation, AI, and health scoring, Gainsight helps scale outcomes without scaling headcount. With its playbooks and success plans to CSQL tracking and journey orchestration, Gainsight CS helps teams to take the right action at the right time, every time. Access to…
$2,500
Per Company Per Month
Sitecore Digital Experience Platform
Score8.9 out of 10
N/A
The Sitecore Experience Platform (Sitecore XP) is a digital experience platform used to build websites and create customer experiences online. The solution boasts fast content authoring, built-in personalization features, testing and other optimizations, as well as analytics and marketing features.
I really enjoy using Gainsight CS because we can track our customers through their life cycles through our CSM/Implementation teams, Customer Community, and even our Academy! All of the information is in one spot for us to use and see. I would recommend this product (as well as CC & CE) for any SaaS company that needs visibility across all products and teams.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Sitecore offers Content Hub with Product Content Management and Content Management Platform. The Digital Experience Platform and Content Hub can both host structured content and publish the finalized version to Experience Edge. Both platforms offer different ways to manage content. During a technical and business evaluation, the evaluation panel must understand the difference between a Content Modelling focused approach, or a layout management focused approach. Sitecore Digital Experience Platform is also best not to be used to host many files and images in the Media Library. That responsibility should be offloaded to a digital asset management company like Sitecore Content Hub DAM. The technology evaluation panel must also understand how to work with a Headless CMS, where the HEAD needs to be hosted, and the costs associated with the HEAD. Composable DXP is fantastic, but everyone must understand the various cost components. Marketers and the data team will need to go into the CDP and Personalize the platform with an excellent understanding of how a composable "installation" works. All the Martech vendors have similar challenges that data and development teams need to work through with a full experience. Any CDP/analytics platform will, at some stage, require further data enrichment from other sources. Understanding the Sitecore Search features and limitations is also essential.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
One source of truth for all things CS - managing day-to-day tasks.
Getting ahead of the risk by having a very detailed and evolving health score system. Gainsight's CSM was incredibly helpful in building our risk mitigation plan using the health score, sharing their best practices.
Having a mutually agreed upon Success Plan that you can share with the customer. It was also incredibly helpful with assigning other parties to take actions, along with due dates and reminders
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Comprehensive Solution: Sitecore offers a fully integrated suite of products that cover the full spectrum of DXP capabilities, including search, personalization experimentation and more, delivering a complete composable DXP solution for customers.
Beyond Headless: XM Cloud provides more than just headless capabilities, featuring in-built tools like authoring host, page editor, etc., enabling faster and more powerful implementations.
Focus on AI: Sitecore has now got an excellent AI offering called Stream; it looks promising; however, it would be too early to give feedback on the same.
Customization: Sitecore's backend is highly customizable, allowing for deep modifications through pipelines and patch configurations.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Outlook integration could be better as within Outlook we do not get much insight of the account. While contacting a contact from Outlook, it will be great if the Outlook -Gainsight CS tool can show certain important information, like any pending CTAs, the latest billing amount, and pending certifications, etc. This will improve the communications and make it more aligned with the company and account perspectives.
Limitations of report creation are user level - As a user I can not create report as per my wish on my set of accounts. Only the admin user has access to that, and also it's very intuitive compared to Salesforce.
Dashboard customization - as a user I have very much limited options to put in my dashboard. It's all about CTA all the time.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Experience Editor is a little old fashioned and sometimes slow to use.
Bulk operations in the Content Editor
Sitecore serialization is should be part of the Content Editor to provide visual reference for items which are serialized and will be overwritten by future deployments similar to what Unicorn does so well
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Sitecore has proven that it can deliver on its promise of a robust, reliable enterprise CMS solution with plenty of features. Also, they keep updating it with more and better features. Now that we are highly trained on it we have started on getting the most out of it and we plan to keep doing more of that in the future.
Gainsight CSGainsight's usability is extremely intuitive. The dashboards are modular and the ability to click into each to learn more is helpful to gain visibility and strategizing where to prioritize time as a CSM. Logging activities is also extremely intuitive as is the CTA function. There is some confusion on "Where can I find..." if there are multiple dashboards so an internal AI tool to ask would be helpful as well.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We use Sitecore extensively because it provides a single platform for managing content, personalization, and digital experiences across multiple web properties and customer journeys. At our scale, the biggest value is consistency, governance, and the ability for marketing teams to manage experiences without needing engineering support for every change. It also integrates well with the broader CRM/marketing stack, so it becomes quite embedded once deployed.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Rarely any issues with availability or outages. When they do occur, there is excellent communication and consistent updates. Bugs are usually addressed in a timely manner, and communication around those issues is also extremely good
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
1. Customized software development & maintenance. 2. Technology Consulting - Consulting-based services for technology solutions data engineering or cloud solutions. 3. Used for tapping into multiple data sources such as CRM and marketing automation systems and, creating automated data extracts with a high-end visual representation of data. 4. Implemented for scheduling an existing report to automatically refresh and be delivered to specific users at a specific regular interval.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
Sitecore captures and remembers every single interaction your customers and prospects have in any part of the system, allowing you to build comprehensive, ever-learning profiles of each individual. From email marketing, to social media, to online shopping, Sitecore remembers where each interaction left off so you can automatically continue the conversation. Sitecore helps you manage your content for each and every experience your customers enjoy. Customize what content you want and the system will take care of how it's displayed.
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Make sure you work with a partner that can help you take advantage of the entire platform. Specifically we see a lot of customers not taking advantage of Sitecore DMS and thus missing a huge opportunity. Sitecore is a platform that is meant to be constantly optimized and improved upon.
Gainsight CS and Vitally offer distinct strategic advantages depending on organizational maturity. We used Vitally for a year and it is pretty decent for mid-market teams requiring immediate agility. We just had a hard time getting our CSM's to adopt the tool. In contrast, Gainsight CS serves as a comprehensive System built for enterprise complexity. Its architectural depth allows for intricate data modeling and parent-child hierarchies, while its Bionic Rules engine provides professional-grade automation that handles nuanced triggers far beyond the capabilities of standard, trait-based systems.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Really the only comparable product to Sitecore DXP is Adobe Experience Manager. Both are very well established and robust content management platforms. Products like Contentful and Contentstack are very lightweight and do not have as many built-in features like DXP, so it is not a fair comparison. For highly complex enterprise type engagements, Sitecore DXP and AEM are always brought to the table together for consideration.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
It can lean a little heavily toward Customer Success, but the ability to customize many areas based on specific user or account characteristics allows you to make it work across many different roles. This also makes collaboration within the tool across teams possible. It a flexible tool if you have a skilled admin to help guide your process building.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
No metrics yet, but we have improved our at-risk customers by identifying risks earlier via our automated health score and with our Gainsight approved mitigation workflow, CSMs and leaders have better discipline with mitigation efforts and sharing at-risk customers across the org so other teams can step in and assist
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Since moving the site to Sitecore we have had an increase in conversion - that's the ultimate goal of all these things. It's likely to be partly tied in to the re-design that happened at the same time, but the way in which you can personalise and change things really helps give the best customer journey.
The negative impact we've seen is mainly due to expectations around how easily things can be shared between separate instances of Sitecore - if you haven't built stuff sharable it won't be sharable, but the business have been sold Sitecore (partly) on the basis that things would be easily sharable.
My developers don't all like working in Sitecore - it takes time to learn, takes a long time to build and run as well as requiring a few processes around it, like Unicorn Sync, etc. One of my devs has actually asked to not work on it again! So, a potential recruitment issue.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
