What users are saying about

Gainsight

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Top Rated
317 Ratings

ChurnZero

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24 Ratings

Gainsight

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Top Rated
317 Ratings
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Score 8.6 out of 101

ChurnZero

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24 Ratings
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Score 9.2 out of 101

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Likelihood to Recommend

Gainsight

Gainsight is great if there are multiple data sources that aren't easily viewed in a combined way or if users do not have access to all these data sources. Gainsight provides a way to get this information into one area that is easy to view by anyone that is involved with the account. It also allows for data back to other systems like Salesforce which is important for contributors that may not be in Customer Success. Gainsight is helpful for automation as well as building scenarios with a specific goal in mind - all of which helps with scaling across segments.In other areas, Gainsight can be harder for users to adopt if they are used to different workflows like working from support cases or direct email. It also doesn't have much machine learning that would increase the ability to automate workflows. If your product isn't true SaaS you can't make as much use of some of the areas of Gainsight that work well with usage data. Gainsight is also good for workflows that produce an output - an email, a survey, etc. - but not as good with taking inputs from customers.
John Applebaugh profile photo

ChurnZero

Very helpful for software organizations where you need to measure specific usage points from your customers in real time. Helpful when you use a CRM like Salesforce where you want the data automatically imported and easily manipulated. It's great when you need to be able to segment your customers my different points. Helpful when you need to easily organize your customer accounts by: plan, plan length, tenure, etc
Austen Duzey profile photo

Feature Rating Comparison

Security

Gainsight
8.4
ChurnZero
8.7
Role-based user permissions
Gainsight
8.4
ChurnZero
8.7

Platform & Infrastructure

Gainsight
8.2
ChurnZero
8.5
API
Gainsight
7.9
ChurnZero
8.2
Integration with Salesforce.com
Gainsight
9.4
ChurnZero
8.7
Integration with Marketo
Gainsight
7.9
ChurnZero
Integration with Eloqua
Gainsight
7.6
ChurnZero

Customer Data Extraction / Integration

Gainsight
8.4
ChurnZero
8.3
Product usage
Gainsight
8.7
ChurnZero
8.6
Help desk / support tickets
Gainsight
8.2
ChurnZero
8.1

Customer Success Management

Gainsight
8.9
ChurnZero
8.5
NPS surveys
Gainsight
9.2
ChurnZero
8.1
Sponsor tracking
Gainsight
8.4
ChurnZero
8.2
Customer profiles
Gainsight
9.1
ChurnZero
8.8
Automated workflow
Gainsight
8.4
ChurnZero
8.5
Internal collaboration
Gainsight
8.3
ChurnZero
8.3
Customer health scoring
Gainsight
9.6
ChurnZero
8.7
Customer segmentation
Gainsight
9.3
ChurnZero
8.9

CSM Reporting & Analytics

Gainsight
9.1
ChurnZero
8.7
Customer health trends
Gainsight
9.3
ChurnZero
8.7
Engagement analytics
Gainsight
9.0
ChurnZero
8.8
Revenue forecasting
Gainsight
9.2
ChurnZero
Dashboards
Gainsight
9.0
ChurnZero
8.5

Pros

  • Gainsight makes reporting from various data sources very easy and intuitive. It is easy to generate reports on-the-fly and add visualization before publishing to a Dashboard. It is also easy to re-arrange data to make it faster to create reports or generate contact lists to use for outreaches.
  • The Rules Engine is a powerful tool for generating Calls to Action as well as being able to update fields on account records.
  • The Program function in Journey Orchestrator allows us to send a variety of email communications especially with multiple message variants and if we need to send follow-up emails automatically or create a Call to Action for the CSM.
  • The shareable functions of Gainsight - Share 360, Success Plans - are really great features for being able to provide additional value to customers and provide them insights into their account and usage.
  • Timeline is so much more robust than creating activities or tasks just within CRM. Timeline provides a way to track meetings and other events, add multiple participants, and even create follow-up tasks (CTAs).
  • The Support from Gainsight as well as the Community has been very important to helping us get the result we want quickly.
John Applebaugh profile photo
  • Ease of Use - Despite the wide variety of tools, dashboards, views, etc..., the platform is incredibly easy to navigate and the display of data is not only aesthetically pleasing, but very easy to read through
  • Customization - The different segments we are able to create allows standard users like myself to customize different views by the type of customer, feature usage, plan type, etc... It makes it so easy to segment my customers without having to run complex reports and manipulate the data myself.
  • SalesForce Integration - most of our customer data is stored in SalesForce. Thanks to the integration, we didn't have to manually upload this data into ChurnZero. That would have been a nightmare.
  • Alerts - We have standard team alerts and then have the ability to customize alerts with custom triggers. Not only do these alerts appear in the ChurnZero dashboard, but I can also have them emailed to me, and sent a private message thread on Slack's messaging service.
  • Churn Score - Being able to create a custom Churn Score to measure the risk of customers churning has added tremendous value. We are able to have it synced up to the way our customers are using the platform, so we get a real-time and accurate score.
Austen Duzey profile photo

Cons

  • The load times for many of the screens can be frustrating to end users. It's pulling real time reports so that is why the load times can be long, however CSMs get impatient quickly.
  • The survey tool is a bit clunky, although it's improved drastically over time.
Jen Loop profile photo
  • Email limitations - There isn't an ability to attach invoices and cc other users on the account. This would be helpful when sending renewal invoices as we typically send them to the main point of contact and a billing contact
  • Customer contact layout can be more smooth. Any emails, tasks, or calls are clearly laid out in the "Tasks" tab on the customer's account. However we have a lot of emails that are sent through ChurnZero, these emails do not appear in the tasks tab. They appear in a separate tab titled "messages". When a manager or colleague is looking through our contact with a customer trying to help us out, it can be really hard to organize outreach when email messages appear in 2 different tabs.
Austen Duzey 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
I haven't really encountered something I would consider negative.
Jen Jackson 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 90 answers
Because I have recommended it to others before, as I believe it is very much a tool that enables Customer Success teams in the SaaS industry
Josh Daniels 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
We worked with an amazingly supportive team.
Jen Jackson profile photo
No score
No answers yet
No answers on this topic

Alternatives Considered

I haven't used any tool that would be a competitor to Gainsight
Josh Daniels profile photo
We selected ChurnZero because it was easy to use, easy to buy, and it was easy to work with their reps. It was just an easy to transition overall. It has truly helped us gain quick insight into things we were all doing manually before and now everyone's job is a lot easier in my department!
Jordan Kruger profile photo

Return on Investment

  • One of Gainsight's key functionalities is called CoPilot. This product we use regularly for client communications as well as sending out NPS and CSAT surveys. Our number of responses to surveys has increased by 1500% due to the cleanliness of the surveys, ease of use in creating the list of clients we need to send the surveys out, and the unique cadence we can set the survey emails to be sent on.
  • By using the data integration feature we are able to see when a client is getting close or going over their contracted user limits. With that we have an action set up to be triggered when this contract threshold is met. The action triggers a notification that goes to an account manager letting them know its time to reach out to the client. This has saved our account managers a lot of time by them not having to go run manual reports with this data in it. Instead the notification comes to them so they can reach out as soon as possible.
Colleen Fleming profile photo
  • Has a great ROI, really helps me get ahead of account renewals so I can work with the ones who are not as active.
  • Also super positive because with a very quick glance I can get a gist for how many accounts are very active and how many aren't.
  • Another positive, helps management get a great sense of who is doing well at their job vs. not by showing how many accounts they engage with.
Jordan Kruger profile photo

Pricing Details

Gainsight

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Additional Pricing Details
Based on a per user/per month model.

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