What users are saying about
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Top Rated
358 Ratings
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Top Rated
2264 Ratings

Gainsight

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Top Rated
358 Ratings
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Score 8.5 out of 101

Salesforce

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Top Rated
2264 Ratings
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Score 8.2 out of 101

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

Salesforce

Salesforce is amazing for many scenarios, pretty hard to find one that doesn't fit. It's great if you are an executive who needs to know everything about an account prior to a meeting, but doesn't want to have to look in a million different places. If you are a sales rep, and you need to know how many opportunities you've created or what's in your pipeline, your dashboard has it. Say you are a customer success manager, and you need to find out when or why a certain customer churned, theoretically it's all there in the opportunity. You should have their entire history, products suites, surveys and any supporting notes and documents.The only scenario I don't think SFDC excels in would be utilizing it as a ticketing system. There are just too many systems specifically geared to that industry that have it more built out and user-friendly.
John Hilburn profile photo

Feature Rating Comparison

Security

Gainsight
7.8
Salesforce
8.7
Role-based user permissions
Gainsight
7.8
Salesforce
8.9
Single sign-on capability
Gainsight
Salesforce
8.6

Platform & Infrastructure

Gainsight
8.1
Salesforce
API
Gainsight
7.9
Salesforce
Integration with Salesforce.com
Gainsight
9.7
Salesforce
Integration with Marketo
Gainsight
7.6
Salesforce
Integration with Eloqua
Gainsight
7.3
Salesforce

Customer Data Extraction / Integration

Gainsight
8.1
Salesforce
Product usage
Gainsight
8.5
Salesforce
Help desk / support tickets
Gainsight
7.8
Salesforce

Customer Success Management

Gainsight
8.8
Salesforce
NPS surveys
Gainsight
9.3
Salesforce
Sponsor tracking
Gainsight
7.9
Salesforce
Customer profiles
Gainsight
9.3
Salesforce
Automated workflow
Gainsight
8.3
Salesforce
Internal collaboration
Gainsight
7.9
Salesforce
Customer health scoring
Gainsight
9.7
Salesforce
Customer segmentation
Gainsight
9.3
Salesforce

CSM Reporting & Analytics

Gainsight
9.1
Salesforce
Customer health trends
Gainsight
9.4
Salesforce
Engagement analytics
Gainsight
8.9
Salesforce
Revenue forecasting
Gainsight
9.1
Salesforce
Dashboards
Gainsight
8.9
Salesforce

Sales Force Automation

Gainsight
Salesforce
8.4
Customer data management / contact management
Gainsight
Salesforce
8.9
Workflow management
Gainsight
Salesforce
8.2
Territory management
Gainsight
Salesforce
8.3
Opportunity management
Gainsight
Salesforce
8.7
Integration with email client (e.g., Outlook or Gmail)
Gainsight
Salesforce
8.1
Contract management
Gainsight
Salesforce
7.8
Quote & order management
Gainsight
Salesforce
8.0
Interaction tracking
Gainsight
Salesforce
8.9
Channel / partner relationship management
Gainsight
Salesforce
8.2

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
7.9
Lead management
Gainsight
Salesforce
8.3
Email marketing
Gainsight
Salesforce
7.5

CRM Project Management

Gainsight
Salesforce
7.9
Task management
Gainsight
Salesforce
8.5
Billing and invoicing management
Gainsight
Salesforce
6.7
Reporting
Gainsight
Salesforce
8.5

CRM Reporting & Analytics

Gainsight
Salesforce
8.5
Forecasting
Gainsight
Salesforce
8.1
Pipeline visualization
Gainsight
Salesforce
8.8
Customizable reports
Gainsight
Salesforce
8.7

Customization

Gainsight
Salesforce
8.2
Custom fields
Gainsight
Salesforce
8.3
Custom objects
Gainsight
Salesforce
8.4
Scripting environment
Gainsight
Salesforce
7.9
API for custom integration
Gainsight
Salesforce
8.1

Social CRM

Gainsight
Salesforce
7.4
Social data
Gainsight
Salesforce
7.5
Social engagement
Gainsight
Salesforce
7.4

Integrations with 3rd-party Software

Gainsight
Salesforce
8.2
Marketing automation
Gainsight
Salesforce
8.5
Compensation management
Gainsight
Salesforce
7.9

Platform

Gainsight
Salesforce
7.5
Mobile access
Gainsight
Salesforce
7.5

Pros

Gainsight

  • Gainsight makes it very easy to set up rules to automate the CS process. Automation is key. It allows us to run rules daily without having to do anything manually.
  • Gainsight's reporting and dashboard make it very easy for CSMs to view their customer info in one spot, in a very efficient manner.
  • Gainsight's health score system is fantastic. It allows us to alter it whenever we feel that we need to and add as many metrics as we'd like.
Josh Daniels profile photo

Salesforce

  • Salesforce nails the reporting suite. It's so robust and refined, that it makes my job 10 times more efficient.
  • Task and recurring meetings. I love logging in everyday and knowing exactly what I have lined up for the day, or at least an idea of it. This helps me organize my calendar.
  • Notes, emails, plugins. I love being able to take notes directly into the Account/Opportunity, and then in turn send emails directly to the client from there as well. Also, if i'm in my work email, and I email a client directly, I can then easily attach said email into my Salesforce account via one easy click.
John Hilburn profile photo

Cons

Gainsight

  • Gainsight does not integrate well with all systems.
  • Must have Salesforce to use Gainsight.
  • Better documentation on integration or assistance.
  • Gainsight can do a better job at ensuring their customers are utilizing the product to the best of their ability.
Joshua Tobiansky profile photo

Salesforce

  • Reporting. At times it's a little too robust, and can lack certain intuitive features, especially when it comes to filters.
  • Drag n Drop. It would be great to be able to drag and drop a file directly into an Opportunity or Account.
John Hilburn profile photo

Likelihood to Renew

Gainsight

Gainsight 8.3
Based on 14 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

Salesforce

Salesforce 10.0
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

Gainsight

Gainsight 7.4
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

Salesforce

Salesforce 8.0
Based on 34 answers
Because there's no other comparable solution in the market which offers the same level of flexibility to customize. There's usually quite a trade off between easy and flexible, with Salesforce you get enough of both.
Irene Chivily Von Toussaint profile photo

Reliability and Availability

Gainsight

Gainsight 8.2
Based on 1 answer
No answer on this topic is available.

Salesforce

Salesforce 9.8
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

Gainsight

Gainsight 6.4
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

Salesforce

Salesforce 9.0
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

Gainsight

Gainsight 8.5
Based on 112 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

Salesforce

Salesforce 4.7
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

Gainsight

No score
No answers yet
No answers on this topic

Salesforce

Salesforce 7.9
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

Gainsight

Gainsight 5.5
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

Salesforce

Salesforce 9.1
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

Gainsight

Gainsight 7.0
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

Salesforce

Salesforce 9.4
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

Gainsight

When it comes to a CMP, it really comes down to Totango and Gainsight. Ultimately we selected Gainsight because we already were heavy SFDC users and the fact that they invest heavily in their product.
Joe Breed profile photo

Salesforce

My selection for Salesforce is heavily dependent on my role as an admin/architect. I work primarily with companies from 40-400 users, and the ability for me to customize Salesforce to fit each company regardless of size or industry is very important. The automation I can set up with no code knowledge is great, and the user community is robust enough so that I can depend on my counterparts to figure out pretty much any issue I come across.My experience with other CRMs is limited to migrating companies from other CRMs to Salesforce. The open access to SFDC's API is key and allows data migration as well as mass transformations not available with some vendors.
Joy Wallis profile photo

Scalability

Gainsight

Gainsight 7.3
Based on 1 answer
No answer on this topic is available.

Salesforce

Salesforce 10.0
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

Gainsight

  • 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

Salesforce

  • In our case, Salesforce.com has had a very positive impact on our lead organization and conversion. With a group of regional managers spread across the world, this system has helped keep everyone on task as to what the goal is and what they need to do in order to attain that goal. It's ensured we don't miss out on an opportunity.
  • Salesforce.com has also assisted us greatly in understanding our dealers and their employees. We receive feedback through the trainings they take and the products they purchase. This knowledge is invaluable to our organization. Ultimately, the better and more thoroughly we know our end user, the more successful we can be.
Jennifer Reid 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

Salesforce

General

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

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