Gainsight CS vs. Planhat

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Gainsight CS
Score 8.5 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
Planhat
Score 8.2 out of 10
N/A
Planhat, headquartered in Stockholm, offers their modular suite of applications to subscription based businesses, providing customer success product usage health alerts and guidance, as well as revenue management for tracking subscriptions and business health.N/A
Pricing
Gainsight CSPlanhat
Editions & Modules
Subscription
$2,500
Per Company Per Month
No answers on this topic
Offerings
Pricing Offerings
Gainsight CSPlanhat
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeRequiredNo setup fee
Additional Details
More Pricing Information
Community Pulse
Gainsight CSPlanhat
Considered Both Products
Gainsight CS

No answer on this topic

Planhat
Chose Planhat
When evaluating Planhat, we found that it had a better UI and was a more rounded product than Churn Zero. Planhat was considerably more expensive than Churn Zero, but we felt that the extra investment was worthwhile given that the product better met our needs.

Chose Planhat
We needed a software that would not take months to set up and learn how to use. We needed powerful data that was easy to understand and action based on health scores dropping, etc. It was also important for us to be able to get our full team on the platform so that we could all …
Chose Planhat
Planhat was the most agile and easy to use software, while still having unique and powerful features that allowed us to really customize the software around our organization and needs. Planhat is more than a Customer Success tool in essence and adds tremendous value and …
Chose Planhat
Planhat has a better UI, covers a wide range of features and use-cases. It covers hybrid tech-touch and high touch well. Strong on revenue management.
Chose Planhat
Planhat won on best UI, easy to use, easy to set up and had the enterprise-grade features we were looking for.
Top Pros
Top Cons
Features
Gainsight CSPlanhat
Security
Comparison of Security features of Product A and Product B
Gainsight CS
7.1
164 Ratings
19% below category average
Planhat
8.9
10 Ratings
3% above category average
Role-based user permissions7.1164 Ratings8.910 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
Gainsight CS
7.7
205 Ratings
10% below category average
Planhat
9.2
10 Ratings
8% above category average
API6.9122 Ratings9.09 Ratings
Integration with Salesforce.com7.9204 Ratings9.56 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
205 Ratings
23% below category average
Planhat
9.0
11 Ratings
5% above category average
Product usage8.5194 Ratings9.011 Ratings
Help desk / support tickets5.2165 Ratings9.09 Ratings
Customer Success Management
Comparison of Customer Success Management features of Product A and Product B
Gainsight CS
6.3
217 Ratings
26% below category average
Planhat
8.8
11 Ratings
7% above category average
NPS surveys7.9170 Ratings9.29 Ratings
Sponsor tracking4.6160 Ratings9.16 Ratings
Customer profiles6.2194 Ratings10.011 Ratings
Automated workflow7.9208 Ratings7.011 Ratings
Internal collaboration5.1195 Ratings9.911 Ratings
Customer health scoring7.0210 Ratings8.011 Ratings
Customer segmentation5.2177 Ratings8.111 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
Gainsight CS
7.2
215 Ratings
12% below category average
Planhat
6.8
10 Ratings
18% below category average
Customer health trends6.9197 Ratings5.110 Ratings
Engagement analytics7.1174 Ratings5.110 Ratings
Revenue forecasting7.9107 Ratings8.07 Ratings
Dashboards6.7212 Ratings9.010 Ratings
Best Alternatives
Gainsight CSPlanhat
Small Businesses
Intercom
Intercom
Score 8.7 out of 10
Intercom
Intercom
Score 8.7 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 8.9 out of 10
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Gainsight CSPlanhat
Likelihood to Recommend
8.5
(222 ratings)
9.0
(11 ratings)
Likelihood to Renew
6.8
(14 ratings)
-
(0 ratings)
Usability
8.2
(24 ratings)
9.0
(4 ratings)
Availability
8.2
(1 ratings)
-
(0 ratings)
Performance
6.4
(1 ratings)
-
(0 ratings)
Support Rating
9.0
(134 ratings)
9.7
(4 ratings)
Online Training
5.5
(2 ratings)
-
(0 ratings)
Implementation Rating
6.3
(6 ratings)
-
(0 ratings)
Configurability
6.4
(1 ratings)
-
(0 ratings)
Product Scalability
7.3
(1 ratings)
-
(0 ratings)
Vendor post-sale
6.4
(1 ratings)
-
(0 ratings)
User Testimonials
Gainsight CSPlanhat
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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Planhat
Planhat is very cost-effective compared to its competitors and offers a similar level of functionality. So if you are looking for a CS platform that will give your CSM's all the data they need to manage their portfolio, then Planhat will do the job very well. I was part of the team that was tasked with selecting a CS platform for Pexip, and the combination of cost and performance made Planhat a clear winner against the other two products we were evaluating.
I still use Salesforce on a daily basis because that's the platform we use to generate quotes. It would be nice if I only had one platform to perform all of my CS tasks in. I'm not sure if that's a criticism of Planhat or not, as I don't know if it has a quoting module that we haven't implemented, or whether that function simply isn't available.
Read full review
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
Read full review
Planhat
  • Excellent customer support and onboarding experience. They are very quick to respond to queries via the live chat. Our CS manager was brilliant in helping us get set up and making sure we were getting the most from all the features.
  • The platform and features are very user friendly and intuitive. It's an extremely powerful tool with a lot of functionality, but thankfully it doesn't take long to learn how to use it.
  • The customer portal is a game changer. The ability to share playbooks, data, and meeting notes all in one place is so useful for our customers and helps build trust and transparency.
Read full review
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 )
Read full review
Planhat
  • Allow for cc'ing of AEs or others within the same organization from the messaging center. When I went to send a message from within Planhat, I had to manually type out the AE's email address every time if I wanted them cc'd.
  • The fonts were funky if I went to add text into an existing email template. For example, if I added in an extra sentence or paragraph, in Outlook on the recipient's end, the font was different despite looking the same within Planhat. Gmail was all consistent, Outlook was showing a different font.
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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.
Read full review
Planhat
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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Planhat
Our onboarding experience with Planhat was smooth and quick. The features and dashboards are very intuitive and don't take long to get the hang of. The support team is very responsive and helpful. Our CSM really took time to understand the goals and objectives of our business and helped us make sure Planhat was working to deliver on these goals.
Read full review
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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Planhat
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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Planhat
Planhat support is excellent. We have a dedicated resource allocated to work with us, and he is extremely knowledgeable, articulate and responsive. The wider support team at Planhat is also very good, responding quickly to any issues logged. As an end-user, you can chat with Planhat support if you encounter any issues or have any questions, and they have always helped me.
Read full review
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
Read full review
Planhat
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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Planhat
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.
Read full review
Planhat
I was not the person involved in choosing Planhat, but it seems to me that Planhat is much better suited to an account management style role, whereas Hubspot is closer to a sales CRM instead. In my position, Planhat is better suited as it is more graphical, more flexible, and easier to find information on.
Read full review
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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Planhat
  • Planhat has, for the first time, given us a 360-degree view of all our customers and access to all the different types of communication we have with them across different departments and functions.
  • The ability to automate workflows, tasks, and assign playbooks to the various phases of our customer lifecycle has aligned all our departments.
Read full review
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.

Planhat Screenshots

Screenshot of Insights identify outliers in a portfolio to help users understand risks and opportunities.Screenshot of Displays clients through any filter to shows only the information that matters.