Gainsight CS vs. Zoho CRM Plus

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Gainsight CS
Score 8.3 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
Zoho CRM Plus
Score 8.1 out of 10
N/A
Zoho Corporation offers Zoho CRM Plus, a customer experience management platform that features a virtual AI assistant, process automation and business rules engine, and customer behavior analytics.
$59
per month per user
Pricing
Gainsight CSZoho CRM Plus
Editions & Modules
Subscription
$2,500
Per Company Per Month
Basic
$57
per month per user
Offerings
Pricing Offerings
Gainsight CSZoho CRM Plus
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeRequiredNo setup fee
Additional Details
More Pricing Information
Features
Gainsight CSZoho CRM Plus
Security
Comparison of Security features of Product A and Product B
Gainsight CS
7.1
165 Ratings
21% below category average
Zoho CRM Plus
-
Ratings
Role-based user permissions7.1165 Ratings00 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
Gainsight CS
7.6
206 Ratings
12% below category average
Zoho CRM Plus
-
Ratings
API6.8123 Ratings00 Ratings
Integration with Salesforce.com7.9205 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
206 Ratings
25% below category average
Zoho CRM Plus
-
Ratings
Product usage8.5195 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
218 Ratings
28% below category average
Zoho CRM Plus
-
Ratings
NPS surveys7.9171 Ratings00 Ratings
Sponsor tracking4.9161 Ratings00 Ratings
Customer profiles6.2195 Ratings00 Ratings
Automated workflow7.8209 Ratings00 Ratings
Internal collaboration5.1196 Ratings00 Ratings
Customer health scoring6.9211 Ratings00 Ratings
Customer segmentation5.1178 Ratings00 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
Gainsight CS
7.0
216 Ratings
16% below category average
Zoho CRM Plus
-
Ratings
Customer health trends6.9198 Ratings00 Ratings
Engagement analytics7.1175 Ratings00 Ratings
Revenue forecasting7.3108 Ratings00 Ratings
Dashboards6.7213 Ratings00 Ratings
Best Alternatives
Gainsight CSZoho CRM Plus
Small Businesses
Intercom
Intercom
Score 8.7 out of 10
Sogolytics
Sogolytics
Score 8.9 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Enterprises
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.8 out of 10
Quadient Inspire
Quadient Inspire
Score 9.4 out of 10
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User Ratings
Gainsight CSZoho CRM Plus
Likelihood to Recommend
8.0
(223 ratings)
7.0
(53 ratings)
Likelihood to Renew
6.8
(14 ratings)
-
(0 ratings)
Usability
8.2
(24 ratings)
7.2
(18 ratings)
Availability
8.2
(1 ratings)
-
(0 ratings)
Performance
6.4
(1 ratings)
-
(0 ratings)
Support Rating
9.0
(134 ratings)
7.7
(42 ratings)
Online Training
5.5
(2 ratings)
-
(0 ratings)
Implementation Rating
6.3
(6 ratings)
-
(0 ratings)
Configurability
6.4
(1 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
8.2
(16 ratings)
Product Scalability
7.3
(1 ratings)
-
(0 ratings)
Professional Services
-
(0 ratings)
7.9
(4 ratings)
Vendor post-sale
6.4
(1 ratings)
-
(0 ratings)
User Testimonials
Gainsight CSZoho CRM Plus
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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Zoho
Starting with campaigns, once we send the campaign out, prospects who open it are moved into the sales funnel; the sales team then calls or emails the prospect. Our VOIP works in conjunction with Zoho CRM Plus, so phone calls are logged into the contact. And generates another call, letter, or appointment with the client on the Zoho calendar. Emails are sent through Gmail since Zoho CRM Plus does not work with Gmail. The client's email must be copied and pasted into Gmail. (responses are tracked in the Zoho CRM Plus). Once the sales team meets with the client and starts the process, it turns into an "opportunity" where all stages in the sale are tracked. We mail merge the contact info to the correct letter template, then download it into "Word," where the letter is proofed and corrected as necessary (Zoho merge does not allow you to work in "Word" 2019). When finalized, it is then uploaded back into Zoho CRM Plus under the Opportunity. The sale then continues through the process, and once signed off on, all the details of the job are logged into the Zoho CRM Plus. When the job is completed and closed out, Zoho CRM Plus automatically sends the client a thank you email. The client will then can biannual automatic emails reminding them to set up their bi-annual inspection.
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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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Zoho
  • Zoho CRM Plus is very good at automating many functional areas of our company including: sales, marketing, operations, and engineering. It is functionally rich, and matches the functionality we used to have with Salesforce.com, but at a much more reasonable cost.
  • Zoho CRM Plus is easily "configured" to match our business processes. The ability to configure the user interface is very good, and the "BluePrint", custom functions, and reporting allow us to automate our unique operational needs.
  • The buying process for Zoho CRM is extremely friendly. You can switch between software types from basic CRM to Zoho CRM +. You also can pay monthly, or annually, and don't have to purchase months before your renewal dates and get pestered by sales people.
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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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Zoho
  • Managing attachments. Limited space for each user and you can’t easily delete attachments in bulk so if you reach your limit it becomes expensive to buy more space or labor-intensive to find and delete attachments manually.
  • You can’t filter accounts by their related module fields. For example, in list view, filter all accounts with more than one contact.
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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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Zoho
No answers on this topic
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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Zoho
I personally started off as a CRM novice. But in a matter of 2 months, I was writing my own custom workflows, playing with modules and fields, and training my sales and operations teams to manage leads and accounts. Simply put, the system is intuitive after a brief introduction. The level of customization is staggering until you change your mindset. Zoho CRM Plus excels where you're able to attack your goals as problems already solved in the platform — you just need to locate the feature to make what you want to happen... happen! I equate it to the Adobe Creative Suite. You don't pick the fun filter before you lay out what exactly you want to draw. With that mindset intact, you can dial in the system to meet your and your team's needs based on your proposed SOLUTIONS, not just leaning heavily into a single feature to "force" some ROI.
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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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Zoho
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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Zoho
Every account representative I have worked with has been extremely helpful and nice. You can tell the account reps and support staff truly care about the product and want to provide you with the resources that you need. The response time is also fast for support inquiries and that has been a massive help for us.
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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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Zoho
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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Zoho
No answers on this topic
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.
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Zoho
I utilize HubSpot to gather data based on IP addresses from customers who visit our website. I do not use Zoho CRM for forms since the customization is clunky to design. HubSpot collects account data from the form and that helps me evaluate to sales potential of that account. Then I use Zapier to Zap the info into Zoho. Zoho CRM then is used to reach back out to the customer and begin tracking interactions
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Contract Terms and Pricing Model
Gainsight
No answers on this topic
Zoho
I would recommend that module wise update feature be opened up, for free to an additional 50-75% of paid users. These users can be restricted to work on a single module to update information only where they do not cross over multiple modules
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Professional Services
Gainsight
No answers on this topic
Zoho
I already discussed this prior with the Enterprise Support. But them aside, I'd be remiss if I didn't mention Zoho is committed to connecting their userbase together. Within a month or two of using the product, we were told about Zoho User Groups. We had one right in my backyard (Chicago). I was able to both attend a meeting (pre-covid), and then stay in touch in an integrated Cliq channel. I always have power-users at my fingertips to ask quick questions. That Zoho makes it a point to keep these connections, and empower them... makes my life easier when inevitable "wants" pop up.
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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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Zoho
  • The ROI is significantly positive due to the comprehensive set of modules available.
  • Positive: My clients have better Dashboard data developed through Zoho Analytics than they do even though they use Salesforce. Also, Zoho CRM Plus can integrate with Salesforce or other system either through their own integrations or from Zapier.
  • Campaigns allows me to target specific prospects via HTML emails, and complete tracking. This is a complement to the more shotgun approach of social media,
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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.

Zoho CRM Plus Screenshots

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