What users are saying about

Gainsight

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Top Rated
328 Ratings
Top Rated
17 Ratings

Gainsight

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Top Rated
328 Ratings
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Score 8.5 out of 101
Top Rated
17 Ratings
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Score 8.7 out of 101

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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

ClientSuccess

Client Success is well suited to both growing and established companies who know what they want and need to track for their clients. With the broad ability to support numerous accounts, have multiple users, and its custom success cycles to map a clients progress, it would be a great solution for any Client Success team. I think that teams that are unaware of what they need to track wouldn't find Client Success as useful, and organizations that require a large number of custom client descriptions and variables would find certain limitations a barrier to successfully using this tool.
Cameron Kinney profile photo

Feature Rating Comparison

Security

Gainsight
8.3
ClientSuccess
7.9
Role-based user permissions
Gainsight
8.3
ClientSuccess
7.9

Platform & Infrastructure

Gainsight
8.2
ClientSuccess
6.9
API
Gainsight
7.9
ClientSuccess
7.6
Integration with Salesforce.com
Gainsight
9.5
ClientSuccess
6.3
Integration with Marketo
Gainsight
7.9
ClientSuccess
Integration with Eloqua
Gainsight
7.6
ClientSuccess

Customer Data Extraction / Integration

Gainsight
8.4
ClientSuccess
7.5
Product usage
Gainsight
8.7
ClientSuccess
7.5
Help desk / support tickets
Gainsight
8.1
ClientSuccess
7.4

Customer Success Management

Gainsight
8.9
ClientSuccess
7.2
NPS surveys
Gainsight
9.2
ClientSuccess
7.6
Sponsor tracking
Gainsight
8.3
ClientSuccess
7.0
Customer profiles
Gainsight
9.1
ClientSuccess
8.4
Automated workflow
Gainsight
8.4
ClientSuccess
6.8
Internal collaboration
Gainsight
8.3
ClientSuccess
6.3
Customer health scoring
Gainsight
9.6
ClientSuccess
7.6
Customer segmentation
Gainsight
9.3
ClientSuccess
7.0

CSM Reporting & Analytics

Gainsight
9.1
ClientSuccess
7.3
Customer health trends
Gainsight
9.3
ClientSuccess
8.1
Engagement analytics
Gainsight
9.0
ClientSuccess
7.3
Revenue forecasting
Gainsight
9.2
ClientSuccess
6.3
Dashboards
Gainsight
9.0
ClientSuccess
7.5

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
  • Client Success allows our team to create the custom variables that we need to accurately describe and categorize our clients. This was something that was missing in our past tools, and it is extremely helpful for our team.
  • Their notification and alert system help both myself and my team stay on top of meaningful triggers and tasks. The great thing is that you are able to customize when you receive a notification, as well as who else on your team should be included.
  • Our company utilizes multiple contract types and income models, and Client Success has allowed us to track all of them in one location while also producing valuable reports based on each category.
Cameron Kinney profile photo

Cons

  • The currency conversions found on the Customer 360 page that pulls in from SFDC have some inaccuracies.
  • Gainsight can't push data back to SFDC, so if you make an update in Gainsight, it will not be reflected in SFDC (with the exception of activities)
  • The Programs and Outreaches are not as easily controllable by the end-user (CSD) as they could be.
Anna Whitehouse profile photo
  • There are limitations on their suite of integrations. Currently, the support channel that we use (Groove) is not an available integration, so it limits our team's ability to gain insight into support tickets without channel switching.
  • The reporting in Client Success is robust, but fairly rigid and doesn't allow for fully custom reporting based on certain custom variables.
  • There is not the ability to produce a report based on client forecasting which makes certain board facing reports more manual.
Cameron Kinney profile photo

Likelihood to Renew

Gainsight8.7
Based on 13 answers
Ceridian is always seeking ways of optimizing its technical stack and experience. customer Gainsight is an important partner in our ongoing success.
Carlos Gonzalez profile photo
No score
No answers yet
No answers on this topic

Usability

Gainsight7.5
Based on 11 answers
Using the tool I don't think is very difficult. I do think there is a major learning cover to support and stand the tool up. There is a lot to learn when first getting started with MDA tables and rules. But once you get one or two under your belt they are very repeatable and easy to use.
Vinny Poliseno profile photo
No score
No answers yet
No answers on this topic

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
I use the chat feature all the time to work with support. I get the help I need immediately
Anna Whitehouse profile photo
ClientSuccess10.0
Based on 1 answer
They are SUPER responsive...even for late night inquiries.
Cale Conry 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

Gainsight was already in house when I came into this role
Jen Loop profile photo
Before we evaluated ClientSuccess, we took a look at Gainsight. It is a power customer success tool and it definitely covered all the features a Customer Success team could need, but ultimately we selected ClientSuccess as a better fit for our company where we were at the present. Gainsight was extensive and we felt we didn't need the amount of firepower it provided for the cost
No photo available

Return on Investment

  • It has helped us provide great service using a one-to-many model.
  • It has improved our health tracking capabilities.
  • It makes client transitions seamless.
Anna Whitehouse profile photo
  • Still to early to tell
Jesse Brightman 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

Gainsight More Information

ClientSuccess

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

ClientSuccess More Information