What users are saying about

Gainsight

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>
Top Rated
328 Ratings

Salesforce

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>
Top Rated
2139 Ratings

Gainsight

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>
Top Rated
328 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.5 out of 101

Salesforce

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>
Top Rated
2139 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.2 out of 101

Add comparison

Likelihood to Recommend

Gainsight

Gainsight is extremely user friendly and is constantly updating to add more and more value. When it comes to any subscription-based models, putting your faith in an industry leader that is pushing the boundaries of what we thought was impossible or extremely hard makes Gainsight an easy decision. It is extremely important to put a large investment into ensuring your customers stay with you and succeed using your tool/platform, because this ensures that you are maximizing your revenue and reducing churn.
Mark Peterson profile photo

Salesforce

Salesforce applies industry leading functionality for medium to large companies. Cost is always a factor, and Salesforce does have per user licensing for differing versions that increase the capabilities of the CRM depending on business needs. I would suggest that a company consider whether third party applications will be important or whether they have internal resources to create custom solutions that may be outside of the "box" implementation. If the need for apps is necessary and internal resources are low, Salesforce has all that you could ever ask for in terms of apps from the best partners. The next priority question is around use case. For customer cases, lead management, and information sharing, you will find that Salesforce is ready for you out of the box. If you need to use it with your call center, consider the costs to implement a CTI into your decision making process. Finally, the marketing applications for Salesforce are nearly endless. It has the built in ability for email templates and mass emailing of your contacts and leads
Brian Boggs profile photo

Feature Rating Comparison

Security

Gainsight
8.3
Salesforce
8.7
Role-based user permissions
Gainsight
8.3
Salesforce
8.7
Single sign-on capability
Gainsight
Salesforce
8.7

Platform & Infrastructure

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

Customer Data Extraction / Integration

Gainsight
8.4
Salesforce
Product usage
Gainsight
8.7
Salesforce
Help desk / support tickets
Gainsight
8.1
Salesforce

Customer Success Management

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

CSM Reporting & Analytics

Gainsight
9.1
Salesforce
Customer health trends
Gainsight
9.3
Salesforce
Engagement analytics
Gainsight
9.0
Salesforce
Revenue forecasting
Gainsight
9.2
Salesforce
Dashboards
Gainsight
9.0
Salesforce

Sales Force Automation

Gainsight
Salesforce
8.3
Customer data management / contact management
Gainsight
Salesforce
8.8
Workflow management
Gainsight
Salesforce
8.1
Territory management
Gainsight
Salesforce
8.4
Opportunity management
Gainsight
Salesforce
8.8
Integration with email client (e.g., Outlook or Gmail)
Gainsight
Salesforce
8.0
Contract management
Gainsight
Salesforce
7.7
Quote & order management
Gainsight
Salesforce
8.0
Interaction tracking
Gainsight
Salesforce
9.0
Channel / partner relationship management
Gainsight
Salesforce
8.1

Customer Service & Support

Gainsight
Salesforce
8.5
Case management
Gainsight
Salesforce
9.0
Call center management
Gainsight
Salesforce
8.4
Help desk management
Gainsight
Salesforce
8.3

Marketing Automation

Gainsight
Salesforce
7.7
Lead management
Gainsight
Salesforce
8.2
Email marketing
Gainsight
Salesforce
7.2

CRM Project Management

Gainsight
Salesforce
7.8
Task management
Gainsight
Salesforce
8.4
Billing and invoicing management
Gainsight
Salesforce
6.7
Reporting
Gainsight
Salesforce
8.3

CRM Reporting & Analytics

Gainsight
Salesforce
8.4
Forecasting
Gainsight
Salesforce
8.0
Pipeline visualization
Gainsight
Salesforce
8.6
Customizable reports
Gainsight
Salesforce
8.5

Customization

Gainsight
Salesforce
8.0
Custom fields
Gainsight
Salesforce
8.3
Custom objects
Gainsight
Salesforce
8.3
Scripting environment
Gainsight
Salesforce
7.6
API for custom integration
Gainsight
Salesforce
7.9

Social CRM

Gainsight
Salesforce
7.0
Social data
Gainsight
Salesforce
7.1
Social engagement
Gainsight
Salesforce
6.9

Integrations with 3rd-party Software

Gainsight
Salesforce
8.0
Marketing automation
Gainsight
Salesforce
8.4
Compensation management
Gainsight
Salesforce
7.5

Platform

Gainsight
Salesforce
7.5
Mobile access
Gainsight
Salesforce
7.5

Pros

  • Gainsight helps managers monitor their employees' client interactions.
  • Gainsight enables our Client Success Directors to manage larger portfolios without letting clients slip through the cracks.
  • Tracking client health through Gainsight allows us to identify and address risk to mitigate churn.
Anna Whitehouse profile photo
  • Salesforce has a very intuitive dashboard and reporting interface. From a database perspective, I believe it's a reasonably simple system to import and export data from when necessary. The import/export/enriching of data is one area where SFDC seems to be superior to MS Dynamics in my own experience.
  • Salesforce's Opportunity tracking tools are great, though in my opinion- general Opportunity stages have been fairly consistent across all of the CRM platforms I've evaluated and if they do not meet your needs- they can be modified until they do.
Sara Tsoodle profile photo

Cons

  • Workflow from an admin perspective leaves something to be desired. For example, creating a CTA for our CSMs so send to their customers requires access to 3 completely separate admin areas of Gainsight. 1. Journey Orchestrator to create the email template 2. Cockpit to create the playbook and 3. Rules Engine to actually create/send the CTA. This is a fairly simple task and one we do often, but the whole process seems disconnected.
  • Reporting on admin related data could also be a big improvement. The dashboards and tools to report on our customer data is great, but finding information to help me better manage/update our ongoing templates, rules, etc. is difficult.
Katie Baker profile photo
  • I do not have specific experience in trying to make customizations to the back end of Salesforce like I do with Microsoft Dynamics- however it appears that the process of making those customizations is far more complex than I wish it were. I would prefer a system that can be customized (with proper approvals and processes) by key stakeholders.
  • I did "arrive" in this system years into it's implementation and can say that the growth of the company seems to have engulfed the system in a way that it's cumbersome now. It's a crystal ball issue at present, no way to predict future. However I would advise that the stake holders in any CRM implementation consider all future acquisitions and integrations- all potential scenarios during conceptual define and design phases. Much of my less than perfect experience is clouded by this state of current system situation...
  • The saved queries/ reporting functions in the system are actually excellent, but as a user I find that data validation rules are often passed over through integrated field / API calls- which seem to incapacitate the validations and "dirty" the data in the system. As a huge advocate of CLEAN data to support quality metrics, this frustrates me. It's likely an issue in systems, however because of my involvement in Dynamics systems I had a hands on role in preventing it in that system. I do encounter a large amount of "dirty" data in SFDC. I cannot speak to the same experience in all other SFDC platforms, but I have had challenges with creating quality/accurate dashes without doing a "manual" cleaning process on a regular basis in this particular instance.
  • I have less experience in this particular CRM with actual day to day record handling so I cannot speak to the average inside or outside sales users' experience in this platform as compared to other platforms. My opinion is usually that a quality design and business rules can optimize key strokes, efficiency, and data quality. There are definitely some challenges we face in this system today which are clearly the result of user interface design improvement opportunities or possibly a need to implement workflows or scripts to "fix" those areas. I believe this to be true of most CRM platforms though.
Sara Tsoodle 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
Salesforce10.0
Based on 48 answers
While it's not perfect and can be overly complicated at times, there is not another solution out there that can do what it does. To get the same functionality you would need numerous disparate tools to match the amount of functionality Salesforce has. Having it all aggregated on one platform makes the complicated parts far more bearable
John Cupoli profile photo

Usability

Gainsight7.5
Based on 11 answers
I haven't really encountered something I would consider negative.
Jen Jackson profile photo
Salesforce8.0
Based on 34 answers
Tracks, reports, and makes me money
Christopher Bennett profile photo

Reliability and Availability

Gainsight8.2
Based on 1 answer
No answer on this topic is available.
Salesforce9.8
Based on 27 answers
Salesforce is always available securely from any internet-capable device anywhere in the world, UNLESS you choose to set security measures so that ONLY trusted IP ranges may access the system at certain times of the day. It's all about choice and flexibility with Salesforce products.
Kyle Dugger 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
Salesforce9.0
Based on 18 answers
Salesforce performance in general is excellent. "The cloud infrastructure beneath Force.com has been fine-tuned over the past 10 years. It powers nearly 100,000+ businesses running more than 185,000 applications that 3 million users count on every day."
Points per Salesforce -
1) Multitenant kernel - With a multitenant platform, each business that uses the app doesn’t have its own copy. Instead, all businesses share a single copy and then customize it for their specific needs.
2) ISO 27001 certified security - You can’t compromise when it comes to enterprise-level security. Force.com is road-tested and trusted by nearly 100,000+ companies, including many of the world’s most security-conscious organizations, such as banks and health care providers.
3) Proven reliability - All Force.com apps run on world-class data centers with backup, failover, and disaster-recovery facilities. Force.com has had a proven 99.9 percent uptime record for years.
4) Proven, real-time scalability - Force.com is used by many of the world's largest enterprises, including Cisco, Japan Post Network, and Symantec. Applications can automatically scale from a few users to millions of page views, as needed.
5) Real-time query optimizer - You need fast access to your data. The Force.com query optimizer delivers under 300ms response time, at a massive scale.
6) Real-time transparent system status - You can always see real-time system performance, availability, and security information at trust.salesforce.com.
7) Real-time upgrades - Unlike traditional software platforms, our upgrades never break your customizations, code, or integrations. We upgrade the platform for you 3 to 4 times each year. As a result, you’re always on the latest version, with access to the latest features, performance, and security enhancements.
8) Real-time sandbox environments - With a single click, you can create copies of your applications, configuration, and data in separate environments for development, testing, and training.
9) Three global production data centers and disaster recovery - Force.com runs on three geographically dispersed, mirrored data centers with built-in replication, disaster recovery, a redundant network backbone, and no single points of failure
Rob Gottschalk profile photo

Support

Gainsight8.7
Based on 95 answers
I always receive help and timely responses. However, I don't always feel that the context of my questions or issues is understood. I think the team could go from very good to excellent if they were able to bridge the gap between technical product knowledge and recommended/popular customer workflows more effectively.
Ben Michael profile photo
Salesforce4.9
Based on 30 answers
I understand you can pay more to get support but as I stated, I feel strongly that if you are paying for SAAS technology like Salesforce you should be afforded the courtesy of the company explaining how to use it's features. I like to refer to the basic license as the "Figure It Out Yourself" license.
John Cupoli profile photo

In-Person Training

No score
No answers yet
No answers on this topic
Salesforce7.9
Based on 11 answers
All instructors are Salesforce certified. If you have done any type of customization, then it probably makes more sense to use the consulting partner who implemented your instance of Salesforce for training
Rob Gottschalk 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
Salesforce9.1
Based on 15 answers
The premier level of training is capable of preparing any individual from infant user, to technical architect. That is not hyperbole.
Kyle Dugger profile photo

Implementation

Gainsight7.1
Based on 6 answers
We worked with an amazingly supportive team.
Jen Jackson profile photo
Salesforce9.4
Based on 16 answers
Executive involvement is critical. Make sure you have a good handle on the metrics you would like to ultimately manage. Work as a team to document your business requirements. Whiteboard often. Understand Salesforce's best practice capabilities.

Have a central person identified to handle all report and analysis requests (ie - don't allow multiple people to create reports; have one person create reports and distribute them to decision makers via the Salesforce dashboard or whatever form). Make sure you understand critical dates and develop the project plan accordingly
Rob Gottschalk profile photo

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
Sage CRM - Sage was originally created from an Accounting perspective. Development takes longer and the customizability was limited. Integration to other communication systems was too burdensome to users.Act - Single sales tool - great if only one person is using, but any need to sync caused nothing but problems. Sharing of data was too difficult.
Benjamin Barniskis profile photo

Scalability

Gainsight7.3
Based on 1 answer
No answer on this topic is available.
Salesforce10.0
Based on 2 answers
Salesforce has the unique ability to scale to new products and offerings quickly growing with your enterprise.
Todd Duclos profile photo

Return on Investment

  • We have had a flat headcount on our CSM team while nearly doubling the number of clients supported by CSMs.
  • We have increased our upsell opportunities by efficiently identifying and automatically messaging clients that need more licenses.
  • We have driven client retention higher by identifying risk in the client base via the integration of usage data and other client factors.
Steven Doty profile photo
  • Metrics as a whole are simple to produce and share from SFDC. If you have great data integrity this is a great way to distribute real-time analytics to your execs and strategic planners to make real time decisions. A very nimble/agile system.
  • The metrics aspect has allowed us to create very precise and actionable dashboards which speed up lead conversion. For example- an executive dashboard will note all unread Leads and sorted by their Owners and when it is policed by a director- the lead owners are highly motivated to move on those records and push them into a pipeline.
Sara Tsoodle 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

Salesforce

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

Salesforce More Information