What users are saying about

Gainsight

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Top Rated
328 Ratings

ChurnZero

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31 Ratings

Gainsight

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Top Rated
328 Ratings
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Score 8.5 out of 101

ChurnZero

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31 Ratings
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Score 9.2 out of 101

Add comparison

Likelihood to Recommend

Gainsight

I feel like this is very similar to the last two questions... What I like:CTASHeath ScoreRules EngineFlat architecture What needs work: User interface
✔Robert Riegel profile photo

ChurnZero

I believe it is a great tool for small to medium size Customer Success teams whose client base is also in the SMB sector. It seems more than powerful enough to solve our unique business problems. However it is not a huge enterprise level piece of software. I think it is a perfect fit for our team but there are still some things we need to work out.
Hardin Lovett profile photo

Feature Rating Comparison

Security

Gainsight
8.3
ChurnZero
8.7
Role-based user permissions
Gainsight
8.3
ChurnZero
8.7

Platform & Infrastructure

Gainsight
8.2
ChurnZero
8.5
API
Gainsight
7.9
ChurnZero
8.3
Integration with Salesforce.com
Gainsight
9.5
ChurnZero
8.8
Integration with Marketo
Gainsight
7.9
ChurnZero
Integration with Eloqua
Gainsight
7.6
ChurnZero

Customer Data Extraction / Integration

Gainsight
8.4
ChurnZero
8.4
Product usage
Gainsight
8.7
ChurnZero
8.6
Help desk / support tickets
Gainsight
8.1
ChurnZero
8.3

Customer Success Management

Gainsight
8.9
ChurnZero
8.4
NPS surveys
Gainsight
9.2
ChurnZero
8.2
Sponsor tracking
Gainsight
8.3
ChurnZero
8.2
Customer profiles
Gainsight
9.1
ChurnZero
8.6
Automated workflow
Gainsight
8.4
ChurnZero
8.3
Internal collaboration
Gainsight
8.3
ChurnZero
7.8
Customer health scoring
Gainsight
9.6
ChurnZero
8.6
Customer segmentation
Gainsight
9.3
ChurnZero
8.9

CSM Reporting & Analytics

Gainsight
9.1
ChurnZero
8.6
Customer health trends
Gainsight
9.3
ChurnZero
8.7
Engagement analytics
Gainsight
9.0
ChurnZero
8.7
Revenue forecasting
Gainsight
9.2
ChurnZero
Dashboards
Gainsight
9.0
ChurnZero
8.4

Pros

  • Timeline - This is the BEST feature of Gainsight! There are multiple ways to allow your reps to track their engagements, all in a searchable fashion. This has been the ticket to increasing CSM adoption of the tool.
  • The people - Everyone I've engaged with at Gainsight has been outstanding! Everyone from sales to implementation to product to customer success has all been amazing!
  • Scorecard - Having a clear and consistent way to manage our customers' health has been beneficial throughout all levels of the organization.
  • Call to Actions - Setting up thresholds for when customers are at risk, and knowing why, has helped drive meaningful conversation with our customers.
Jen Loop profile photo
  • The search function is very fast
  • There is a lot of customization
  • Incredible support team
Matthew Sellers profile photo

Cons

  • An update to Gainsight's UI would be fantastic. I really like dashboards but they are very dull looking. An update to make reports more colourful would go a long way.
  • I'd like to see continued improvement of Gainsight's advanced outreach feature (automated emails). It worries me when I set an advanced outreach to trigger and then have no idea when it will trigger - sometimes it takes 2 minutes sometimes it takes 45 minutes, this causes a nervous feeling as I just have to wait and see if it deployed properly or not.
Josh Daniels profile photo
  • Inability to CC multiple individuals on one email.
  • For journeys and plays, you need to have created the segments first, it would be a little easier if you could just add the criteria to the play itself rather than having separate segments.
Louise Cunningham profile photo

Likelihood to Renew

Gainsight8.7
Based on 13 answers
Gainsight is a highly integrated tool that allows us to make our business better. We feel that it is essential to the future of our business.
Ben Michael profile photo
No score
No answers yet
No answers on this topic

Usability

Gainsight7.5
Based on 11 answers
Gainsight is extremely powerful. That power creates complexity. At the point we are at now, we are comfortable with the tool and we get it. However, it is not easy to grasp at the get go. Even some new features take us time to understand. But as I said, the function and power of the tool are immense and that good outweighs anything that is too complex.
Ben Michael profile photo
ChurnZero8.2
Based on 1 answer
ChurnZero its pretty easy to use once you have received the proper training on the platform. Most of their features are very self-explanatory and you just need a few attempts and tries around the platform to master the usage of these features. Having someone who dedicated to this platform and dedicated to helping your team with it, is also key to success.
Pamela Castillo profile photo

Performance

Gainsight6.4
Based on 1 answer
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
Greg Haugen profile photo
No score
No answers yet
No answers on this topic

Support

Gainsight8.7
Based on 95 answers
Initial implementation three years ago was rocky - our implementer was brand new. All of our CSMs and support personal since then have been really incredible. We have changed CSMs twice but each time the CSM was promoted within Gainsight and we were happy to see them succeed. The transitions between support personnel have been careful and smooth.
Steven Doty profile photo
ChurnZero9.1
Based on 1 answer
The support member Peter was very proactive in booking time when he felt that further explanation was required. He also took time to understand my issue and provided answers that I was not even aware of
Preston Lam profile photo

Online Training

Gainsight5.5
Based on 2 answers
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
Greg Haugen profile photo
No score
No answers yet
No answers on this topic

Implementation

Gainsight7.1
Based on 6 answers
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.
Ben Michael profile photo
No score
No answers yet
No answers on this topic

Alternatives Considered

Each has strengths and weaknesses. Gainsight provides a lot more champion engagement via sponsor tracking, cta's, and the customer 360. Totango's usage metrics are stronger.
Michelle Janco profile photo
I don't know enough about the competitive market to discuss this confidently. But, we do have a colleague who used Gainsight at her last job and likes ChurnZero much more.
Jewell Kieley profile photo

Return on Investment

  • Improve customers health, we have been able to stay proactive and on top of cases that are being worked by the CSM or Support team and ensure that task get completed.
  • We have been able to improve retention due to Gainsight by showing value and drive the time it takes to resolve a case.
  • Revenue waterfall and increase upsell is being utilized even more, and I look forward to how Gainsight can improve this section.
Ian Cummings profile photo
  • In my experience it's had more of an impact on protecting existing monthly reoccurring revenue.
No photo available

Pricing Details

Gainsight

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Additional Pricing Details

Gainsight More Information

ChurnZero

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

ChurnZero More Information