What users are saying about

Gainsight

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Top Rated
317 Ratings

Salesforce

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Top Rated
2091 Ratings

Gainsight

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Top Rated
317 Ratings
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Score 8.6 out of 101

Salesforce

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Top Rated
2091 Ratings
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Score 8.2 out of 101

Add comparison

Likelihood to Recommend

Gainsight

Gainsight is an awesome tool for organizations looking to help prioritize engagements with customers based on their behavioral trend. If you are looking to drive a consistent customer experience and give your team the power of knowledge into the customer, it's a very powerful and user friendly tool. For our tiers that are more of a 1:many approach, Gainsight is less helpful as it is more of a transactional relationship.
Jen Loop profile photo

Salesforce

It's still very weak on point of sale processes and simple finance processes, so I might discourage someone who needs a strong focus on either of those two things. Its seems like Salesforce.com could address these two areas very basically and solve a lot of problems for its small customers who don't have any strong ERP solutions.
Irene Chivily Von Toussaint profile photo

Feature Rating Comparison

Security

Gainsight
8.4
Salesforce
8.7
Role-based user permissions
Gainsight
8.4
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
9.4
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
8.2
Salesforce

Customer Success Management

Gainsight
8.9
Salesforce
NPS surveys
Gainsight
9.2
Salesforce
Sponsor tracking
Gainsight
8.4
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
8.7
Workflow management
Gainsight
Salesforce
8.1
Territory management
Gainsight
Salesforce
8.3
Opportunity management
Gainsight
Salesforce
8.8
Integration with email client (e.g., Outlook or Gmail)
Gainsight
Salesforce
7.9
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
8.0

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
7.1

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
8.3
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
7.5
API for custom integration
Gainsight
Salesforce
7.8

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
7.9
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 provides a large team with a consistent playbook of tasks that result in a consistent operationalized customer experience. IF an organization is seeking the same high quality experience for customers from Toronto to Tempe they will appreciate the calls to action that present tasks for their team members and the dashboards that allow the team management to have insight into the programs success.
  • Along with a phenomenal product, the Gainsight team members are great business partners for success. From the regular meetings to share best practices to the partnering to integrate their solution with others, they are great business partners.
  • Gainsight delivers on its product road map. If you have an opportunity, watch a Karl Rumelhart product road map presentation to see the direction of Customer Success!
Carlos Gonzalez profile photo
  • Reporting.
  • Custom fields/objects to meet an almost unlimited set of business models.
  • App Store has apps that will plugin to Salesforce and deliver everything from electronic contract signing, data deduplication, to icon sets that can be displayed as field values to enrich the experience of users.
  • Salesforce1, the mobile platform seamlessly integrates the mobile environment with the custom apps and records housed in the CRM. Better than any I have used before.
Brian Boggs profile photo

Cons

  • I'd recommend new Gainsight users keep initial configurations simple to allow focus and faster ROI. Many users, my own instance included can grow quickly to try to accomplish too much. Controlled quality growth, and product configuration scope, would be a good mantra to keep in mind.
Carlos Gonzalez profile photo
  • There is a lot of room for improvement around quoting products for orgs that sell anything more complex than one line items. A configuration option is desperately needed but will probably not be updated since there are so many 3rd party apps that can be plugged in. Many of them are more complex and too expensive for what is needed, so some native improvements to Salesforce would be appreciated
  • The UI is a bit outdated compared to a lot of newer platforms on the market but still not bad for a CRM. Hopefully the next UI update will include some of the navigation features seen in recent project management tools
Joy Wallis 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
Now that we are using Salesforce, without it we could not properly track sales opportunities or leads. It would become very overwhelming for our sales team and nearly impossible for management to forecast.
Nicholas Zgorski profile photo

Usability

Gainsight7.5
Based on 11 answers
Gainsight is a very comprehensive solution perpetually adding capabilities. The only challenges in usability come with the wide scope of capabilities.
Carlos Gonzalez profile photo
Salesforce8.0
Based on 34 answers
Salesforce is like a bucket of legos. Everyone gets the same bucket, but can build anything you want out of it. I've worked on Salesforce instances for: construction, non-profits, job training, music industries, medical insurance, medical billing, paid parking, and international medical diagnostic companies.
Kyle Dugger profile photo

Reliability and Availability

Gainsight8.2
Based on 1 answer
No answer on this topic is available.
Salesforce9.8
Based on 27 answers
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. Accordingly, I only recall our instance of Salesforce having one unscheduled, brief down time over 6 years. I can't remember for sure, but it may have been due to our Internet Service Provider (ISP) versus Salesforce itself. Also, Salesforce does it's best to keep customers in the loop:

Trust.salesforce.com is the salesforce.com community's home for real-time information on system performance and security. On this site you'll find:

Live and historical data on system performance
Up-to-the minute information on planned maintenance
Phishing, malicious software and social engineering threats
Best security practices for your organization
Information on how we safeguard your data
Rob Gottschalk 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 90 answers
Initial implementation three years ago was rocky - our implementer was brand new. All of our CSMs and support personal since then have been really incredible. We have changed CSMs twice but each time the CSM was promoted within Gainsight and we were happy to see them succeed. The transitions between support personnel have been careful and smooth.
Steven Doty 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
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
Salesforce9.4
Based on 16 answers
Just from an organizational standpoint - we standardized our data prior to moving to Salesforce. But we essentially standardized it wrong. That's created a big disgusting mess for us know that I'll have to deal with as the Admin. Be sure you think through use cases prior to doing something like that - seek outside opinions on how the data will work best, especially depending on what else you're going to integrate with Salesforce.
Carissa Crittenden profile photo

Alternatives Considered

While Gainsight works with Salesforce, I know that at my past company we only used Salesforce to support our customers. It was not the best tool because the checks and balances that Gainsight provides are lacking in Salesforce. If you are serious about customers health and success I can say that having both Gainsight and Salesforce you will increase your production and results.
Ian Cummings profile photo
Salesforce was much more affordable than Oracle.
Lex Zamudio-Meza profile photo

Collaboration and Sharing

No score
No answers yet
No answers on this topic
Salesforce8.3
Based on 5 answers
They have a chatter function which is great! You can easily create group dashboards and reports.
Stratford Canning profile photo

Data Integration

No score
No answers yet
No answers on this topic
Salesforce8.4
Based on 5 answers
It’s real-time, quick access, and easily compatible with over systems.
Stratford Canning 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
  • Sales reps can easily track their opportunities.
  • Management can easily build reports to track opportunities.
  • Communication with clients has been more seamless.
Angela Medlar 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

Salesforce

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

Salesforce More Information