What users are saying about

Gainsight

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Top Rated
317 Ratings
Top Rated
17 Ratings

Gainsight

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Top Rated
317 Ratings
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Score 8.6 out of 101
Top Rated
17 Ratings
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Score 8.6 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

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
8.4
ClientSuccess
7.9
Role-based user permissions
Gainsight
8.4
ClientSuccess
7.9

Platform & Infrastructure

Gainsight
8.2
ClientSuccess
6.9
API
Gainsight
7.9
ClientSuccess
7.5
Integration with Salesforce.com
Gainsight
9.4
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
7.4
Help desk / support tickets
Gainsight
8.2
ClientSuccess
7.6

Customer Success Management

Gainsight
8.9
ClientSuccess
7.3
NPS surveys
Gainsight
9.2
ClientSuccess
7.7
Sponsor tracking
Gainsight
8.4
ClientSuccess
7.1
Customer profiles
Gainsight
9.1
ClientSuccess
8.4
Automated workflow
Gainsight
8.4
ClientSuccess
6.7
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
7.4
Customer health trends
Gainsight
9.3
ClientSuccess
8.1
Engagement analytics
Gainsight
9.0
ClientSuccess
7.5
Revenue forecasting
Gainsight
9.2
ClientSuccess
6.4
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
  • ClientSuccess makes it easy for our customer success managers to manage their workflows and provides excellent visibility into our company's customer activity and engagement. We're able to log into CS and regularly check segments of our customers that need to be engaged with on a daily basis, log customer health, and be aware of approaching subscription renewals in order to pay appropriate attention to the right customers.
  • The user interface is easy to use, friendly in design, and quick to learn. They make it look attractive with bright color schemes without overdoing it too much.
  • As a customer success manager myself, I am appreciative of how this tool has kickstarted our fairly-new Customer Success department and made us much more organized and knowledgeable as a customer-facing entity.
  • Their customer success/support teams are excellent as well - which is to be expected. We've felt very well taken care of since we became customers of ClientSuccess.
No photo available

Cons

  • Admin tab has lots of tabs and sub categories in each tab. If you don't spend a whole lot of time in a certain category then it can take a while to find the info you're looking to update/change
  • CTA updates. In our instance we use CTA's very heavily and we would like the ability to create rules that automatically update the status of a rule. Currently you can create rules to close a CTA but you cannot create a rule to change an open status to a different open status.
Mark Peterson profile photo
  • The Success Cycle functionality is a little cumbersome and difficult to use
  • The integration with Salesforce needs work. Not sure if this is a product issue or the way we implemented the product
No photo available

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
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
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 90 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

I honestly haven't done much research on other options, but I ave talked with reps from Bullhorn. I believe they are newer to Customer Success, but they had a unique offering that searched Outlook for all customers emails to your company's email server. This level of transparency would be amazing with a growing company. However, we ended up not pursuing this option due to technical limitations, cost, and no additional benefits.
Ben Michael profile photo
Have never used another product like this. We were documenting all this data internally
Ashley Correll, CMP profile photo

Return on Investment

  • We have increased our on-time renewal percentage year-over-year through automated renewal outreaches and other processes. This has also increased efficiency of our renewals team.
  • We started offering executive business reviews in 2017 and Gainsight has given us the tools to deliver. Early feedback from customers is immensely positive in this area.
  • Our NPS survey implementation has offered us our first real, unfiltered feedback from customers. It also gave us a short list of advocates that we could leverage for our Marketing and Sales teams.
Ben Michael profile photo
  • Better customer views, meaning overall health at any given period of time.
  • Mostly soft costs, but managing our customer journey and reporting have been key.
Cale Conry 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

ClientSuccess

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

ClientSuccess More Information