Long time Gainsight CS user, and I'm still a fan years later!
Our Client Success team uses Gainsight CS in connection with Salesforce as our CRM. All customer communication activities are logged in …
Gainsight CS
Gainsight CS
Gainsight CS
Starting at $2,500 Per Company Per Month
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What is Gainsight CS?
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...
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Top Rated
2020
Popular Features
View all 18 features- Integration with Salesforce.com (195)9.393%
- Automated workflow (200)9.090%
- Customer health scoring (201)8.787%
- Dashboards (203)8.181%
Reviewer Pros & Cons
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- Customer support is great. The Support desk communicates frequently when working through submitted tickets and our Client Success Manager thinks outsi...
- The rules engine is incredibly useful however, at times I need Support assistance with setting them up properly. I'm not sure how to make it more user...
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Pricing
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$2,500
Cloud
Per Company Per Month
Entry-level set up fee?
- Setup fee required
For the latest information on pricing, visithttps://www.gainsight.com/pricing
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
Features
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Product Details
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- Competitors
- Tech Details
- Downloadables
- FAQs
What is Gainsight CS?
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, and Box use Gainsight at www.gainsight.com.
Gainsight CS Features
Customer Data Extraction / Integration Features
- Supported: Product usage
- Supported: Help desk / support tickets
- Supported: Online customer community
- Supported: Billing
- Supported: Marketing emails
Customer Success Management Features
- Supported: NPS surveys
- Supported: Sponsor tracking
- Supported: Customer profiles
- Supported: Automated workflow
- Supported: Internal collaboration
- Supported: Customer health scoring
- Supported: Customer segmentation
CSM Reporting & Analytics Features
- Supported: Customer health trends
- Supported: Engagement analytics
- Supported: Revenue forecasting
- Supported: Dashboards
- Supported: Customer lifetime value
- Supported: Churn rate
Security Features
- Supported: Role-based user permissions
Platform & Infrastructure Features
- Supported: API
- Supported: Integration with Salesforce.com
- Supported: Integration with Marketo
- Supported: Integration with Eloqua
Additional Features
- Supported: 360 Customer View
- Supported: Cockpit
- Supported: Timeline
- Supported: Success Plan
- Supported: In-product best practices library of resources
Gainsight CS Screenshots
Gainsight CS Integrations
- HubSpot Marketing Hub
- Oracle CRM
- SAP CRM discontinued
- NetSuite ERP
- Zoho CRM
- Pipedrive
- Slack
- SurveyMonkey
- Twilio Segment
- Mixpanel
- Google Analytics
- Zendesk Support Suite
- G2 for Buyers
- Planview AdaptiveWork
- Influitive
- Learndot
- Boomi
- MindTouch
- Microsoft Dynamics 365
- CaliberMind
- Salesforce
- Infor
- Sugar CRM
- Tableau
- Outlook
- Gmail
- Azugua
- Point of Reference
- RO Innovation
- Salesforce Pardot
- HelpDocs
- Electron
Gainsight CS Competitors
Gainsight CS Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android |
| Security |
Gainsight CS Downloadables
Frequently Asked Questions
Reviewers rate Integration with Salesforce.com highest, with a score of 9.3.
The most common users of Gainsight CS are from Mid-sized Companies (51-1,000 employees).
Gainsight CS Customer Size Distribution
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 10% |
| Mid-Size Companies (51-500 employees) | 60% |
| Enterprises (more than 500 employees) | 30% |
Comparisons
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December 23, 2022
Long time Gainsight CS user, and I'm still a fan years later!
Score 9 out of 10
Vetted Review
Verified User
Our Client Success team uses Gainsight CS in connection with Salesforce as our CRM. All customer communication activities are logged in Gainsight CS, account information is stored there, and we use healthscoring, success planning, calls to action, and reporting to help manage day-to-day work with customers. Additionally, we utilize Gainsight CS for automated email campaigns to our clients to support them in the best and most scalable way possible. As a leader on the team, I work with our operations team to optimize our Gainsight CS application, so it's relevant and helpful for our CSMs. I also use it to manage my day, with manager-directed calls to action and real-time reporting to track my team's performance.
- Logging customer activity is incredibly intuitive and easy for team to do and reference.
- Using the rules engine to generate CTAs for our team to intervene where needed has been helpful in automating relevant activities in bulk. We have a churn prevention program run through CTAs where Gainsight CS will notice risk criteria we've built in, then alert CSMs and their managers of potential risk concerns, like low product adoption or negative survey response, with clear next steps and actions laid out for what to do.
- More broadly, it has inspired a new mindset on our team for how to work with customers. Through working with Gainsight CS, they have become less transactional and look at accounts more holistically. Success Plans allow for this, as they create plans with customized customer goals and the tasks it will take to achieve those goals.
- Reporting: Reports are difficult to configure and customize. Don't get me wrong, the reporting engine in Gainsight CS is incredibly powerful and pretty much does anything if you have the expertise to do it. Our managers get frustrated when they can't figure out how to create their own reports, or filter existing ones to get what they are looking for.
- We are heavily reliant on our in-house Gainsight Admins. We have a full staff of them (5 in total), and they came in with outside Gainsight knowledge. Prior to hiring this team, we didn't get much use out of Gainsight CS because we didn't know how to configure and maintain it. They are crucial to our success, and I honestly think we could keep 5 more busy!
June 30, 2022
Success with Gainsight
Initially, we needed a tool to centralize our client data as well as keep our Client Success team organized with their tasks with managing so many clients. We continue to solve for other problems year over year as our Gainsight CSM digs into our business needs and opens the door to features that she feels would best suit us.
- Gainsight has allowed our Client Success team to manage our clients efficiently. The tool is key to managing our client life cycle from initial engagement, through implementation and Go Live phases, and following through to Renewal. Being able to trigger alerts as well as tasks for CSMs based on usage and on life cycle stage has been crucial.
- Customer support is great. The Support desk communicates frequently when working through submitted tickets and our Client Success Manager thinks outside the box when making strategic recommendations for our business.
- Journey Orchestrator allows us to trigger customized, automated emails to our clients. The feature allows for inline reports with charts and includes tokens that can be auto-filled from fields in Salesforce or Gainsight (user first name, contract thresholds, etc).
- The rules engine is incredibly useful however, at times I need Support assistance with setting them up properly. I'm not sure how to make it more user friendly as it's a fairly technical tool, but I can dream.
September 29, 2021
Helpful for understanding customers and gauge their health
We use Gainsight Customer Cloud in our Customer Success department. This helps us keep an eye on the health of our customers and the metrics that are important to their business. Gainsight Customer Cloud provides great visuals to quickly see at a glance what's going well and where improvement can be made. Ultimately, this helps drive the success of our customers and can help with growth and expansion as well.
- A wide variety of data is available in one place
- The data can be used to gain additional insight into our customer base
- The metrics are accurate
- The interface could be a bit more intuitive
April 25, 2021
Gainsight for Customer Success!
Gainsight is primarily used by our Customer Success team. It's an add-on on top of Salesforce and does not require users to log somewhere separately. Like how Salesforce is primarily catered towards Account Executives. Similarly, Gainsight is designed to help out Customer Success team members. Its UI and out-of-the-box functionalities are something that the Customer Success team finds very handy. It gives a good view of overall customer health to CS.
- Intuitive UI
- Can store and process vast amounts of data.
- Integrates with other 3rd party apps like Zendesk.
- Slack Integration.
- Data in Gainsight can sometimes get out-of-sync with Salesforce data and you need to set a frequency of updates.
- It does require a special skillset to manage a Gainsight instance.
- You cannot give general users the ability to create reports and dashboards and all of them have to be created by admins that create bottlenecks
February 18, 2020
A good way to help your organization see more with your customers
Gainsight is currently being used within our customer success department only. Our intended use is to help us become a more proactive organization and a way to better organize our day through the usage of the call to actions.
- Call to actions.
- Timeline events.
- Actual customer success execution.
- Rules engine is a bit clunky.
January 14, 2020
Just honest.
Gainsight is mostly used in the Sales and Marketing department. It helps to track the costumer's journey and experience with us.
- Helps scale and operationalize success
- Improve costumer attention
- Shorter loading time
- Change theme functions would be a nice add on
January 08, 2020
Gainsight - The Best Way to Organize Customer Success Teams
Gainsight was being used by all of the customer success to log activities with customers on a daily basis. We also had very specific alerts related to usage and communication built in to make sure we were monitoring how our customers were doing with our product and how often we were speaking with them.
- Customized alerts directly to your email
- Incredible reporting/graphs to show customers usage breakdowns
- Load time of reporting can be slow based on how large of a data set you are pulling
January 08, 2020
Gaining true Insights into your Business.
We use Gainsight in the Customer Support and Success teams. It helps us bring together information from multiple software applications. Salesforce, Zendesk, Domo, and Pendo, these are are the primary software applications we use. For the two teams this is what they use to connect and record contacts with our clients. It can be customized, and we are doing better now.
- Allows us to bring information such as, client Health Scores to our cockpit view.
- Allows us to use our Salesforce information, but in a more efficient way for our teams.
- It was a difficult transition, with issues that needed to be ironed out.
- Customizable, but we had to collaborate, rather than having each individual team have their own options.
January 07, 2020
Team Gainsight!!
We use Gainsight throughout our entire Customer Success Team. Is helps us stay organized by prioritizing our CTA's with a due date and it even allows you to check off smaller tasks within a CTA before closing it out. Gainsight allows you to customize your view as a user and admins have control over the information it shows. It is so nice to have this platform that integrates with Salesforce and shows us a timeline of the team activity! While there is a lot of information, it is well-organized and easy to locate. Highly recommend!!
- Seamless integration - I have never had any issues with information showing up after input.
- Transparency - Clearly shows your progress and where you are at as an individual and team.
- Sometimes I am not able to fit all of the items into the window I have open but this is just due to having to shrink the page to fit multiple pages.
- You need to refresh before grabbing CTAs so that you do not take one that has already been claimed. It does not update in real time so if you are viewing something 60 seconds after someone else picked it up, it will still allow you to take it and that causes issues.
December 03, 2019
Gainsight -- We really like you
Gainsight is used by a variety of departments at my org including Sales, Client Success and Client Implementation. Gainsight addresses support and monitoring of client life cycle, success plans, progress and client risk.
- Love, love, love the Timeline feature for my Client Success team -- meetings notes, collaboration etc...awesome feature
- Very detailed support site and online community
- CTAs have been a lifesaver for our Implementation Specialists that work with large numbers of clients.
- Success Plans have been instrumental in supporting our higher-tiered clients without creating duplicate work for our Success Managers.
- Ability to print Success plans is severely lacking.
- Printing survey results is bulky and not user-friendly.
- Clearly understanding the Gainsight nomenclature (CTAs, Objectives, Playbooks, etc.) and how they relate to the system's internal structure was difficult for someone not super involved with the back-end of the system.
October 28, 2019
Gainsight an Asset for Scaling CSM Team
Gainsight is leveraged by our team of Customer Success Managers and CS Management in order to track and manage customer health, predict and triage at-risk and/or unhealthy accounts based on key data ported related to how customers leverage our software, log important engagements with customers, track CSM activity/productivity to ensure we're at a healthy utilization rate as a team, and aid in proactive engagements with customers as our CSM team scales.
- Gainsight is easy to integrate with other systems and allow flow of important data to and from the system. This allows us to report key metrics to business stakeholders as well as proactively gives our CSM team important information related to their customers that allows them to make strategic business decisions.
- Customization of Gainsight makes it easy to tailor the information that different people need to see in various forms (Reporting/dashboards etc.). The interface is clean and easy to navigate.
- It can still be tricky to get certain data into Gainsight that the team needs in order to do their jobs properly in the appropriate format. Requires manual intervention from our Customer Success Ops Manager.
- While it allows for task managment and information storage on the account level, it would be great if we could have a team-level view where certain activities/metrics could be leveraged from an internal team standpoint.
October 23, 2019
A great tool for scaling your Success organization.
We use it for our global customer success team. We also have view-only licenses for our AEs. CSMs use it to organize their day and track activities within accounts.
- Gainsight is a thought leader in customer success and therefore has built the functionality of the tool to reflect best practices.
- For leadership, Gainsight is a great tool to be able to scale a success organization. For example, we are able to create standardized processes or activities for CSMs, and then we can execute on those things via Gainsight as the system of record.
- For CSMs, Gainsight helps them manager their day. Things do not slip through the cracks, and the tool proactively helps them manager their account load.
- Speed of the tool - several CSMs complain it takes too long to move around in the platform. We have an open ticket and are optimistic there is a fix vs. it being an inherent issue in the tool.
We use Gainsight to manage our enterprise accounts. As a manager, I use it daily to understand the health of my portfolio of accounts and the status / progress of each customer's Success Plan. In addition, it serves as a critical 'single source of truth' if a CSM is on vacation / sabbatical or if we're transitioning the account to another CSM.
- Offers a single place for CSMs to enter all notes and success plans so that everyone across the organization can access that information - key for knowledge capture and transfer
- Allows leadership / management to roll up the health of their accounts / portfolios and sort by various health factors
- Timeline becomes a mass chaos especially for high engagement / touch accounts - it lacks the ability to reference various objectives / initiatives. A CSM will regularly talk to a customer on one status call about 4 objectives / initiatives, but we can't ask them to click between 4 objectives / initiatives while in one call.
- There's a lack of sufficient hierarchy in success plans for what we need to do in the high touch enterprise space.
- The user experience for Success Criteria is poor - the current functionality limits us from building a "value log" of the benefits a customer is receiving from our software and services.
- Cockpit is a nightmare - it's a massive list and not intuitive to search / filter / query.
October 22, 2019
Finally a product built by company that understands CSMs
We use Gainsight to standardize our approach to client situations. Gainsight is our single data source regrouping all our customer data; this allows us to have a consolidated picture in a single environment and leverage that to build a success plan around that situation. It is also used to run automated NPS campaigns.
- C360 - Account dashboard providing the complete health of a customer
- CTAs - Call to action triggers on customers relevant to a particular situation during the lifecycle or a risk arising in the client journey.
- Success Plans - Build a consolidated program based on tasks to make a clients journey successful
- Configuration of the tool can be tricky and not so obvious.
October 22, 2019
Good CS Platform
We use Gainsight as the platform for our CSMs to work with their customer base. It provides meaningful insights and automated actions to make it easier to see which accounts need additional support, where opportunity for upsell/cross-sell exist, and general risk management.
Additionally, Gainsight offers robust reporting that helps the Customer Success Department communicate effectively with other departments and executives in order to address high level issues.
Additionally, Gainsight offers robust reporting that helps the Customer Success Department communicate effectively with other departments and executives in order to address high level issues.
- Reporting
- Automation
- Customer Insights
- Reporting across multiple objects in SFDC
- Ease of automated processes
September 25, 2019
End user review of Gainsight
Gainsight is used by the Customer Success organization to capture and display customer adoption data as it relates to various products. Its use addresses the problem of understanding customer engagement in products with the goal of improving product marketing efforts as well as optimizing future product design and features.
- Charting/graphing/reporting - lots of options to create visualizations.
- Report Builder function - again, many options to choose from, relatively easy to use and quick to see output.
- Logical and pleasing UI - easy to follow and find what you're looking for.
- Playbook creation from template was a bit complicated and not easy to understand - more robust capability and better documentation of the feature would be useful.
September 06, 2019
A premier option among CS tools
We have used Gainsight within our Customer Success Team to expand our knowledge of customer relationships, to better understand account health, and make informed decisions on what plays to run. To a certain extent, it is used outside of CS but mainly by leadership who also want insight into existing relationships.
- The layout is intuitive and easy to customize what data you want to display.
- Easy to assign different plays as needed.
- Insights can be gained at a glance by outside users within the organization.
- Very customizable but it takes a long time to configure things to a useable level for us.
- The email automation has to be connected to particular playbooks which limits how much we can use it.
- Movement within the app is a little slower than I would like.
August 24, 2019
A Must Have for any Customer Success Organization (and more)
Gainsight is not only used in our Customer Success organization, but also cross-functionally as well. We use Gainsight to provide historical data on all our merchants (High Touch, Low Touch, and No Touch). We use it for many different functions, some of them being sending out mass email campaigns, sending out all types of surveys (NPS, various CSAT). Some other teams that utilize Gainsight are Product, Implementations, Account Management, and Customer Marketing. We have developed Gainsight to be our tracking platform for a lot of our campaigns, as well as a platform where anyone on other teams (who have a license) can view responses or view historical data on a merchant, such as updates that have been inputted by the CSM's in the past, or emails that have been logged, etc. Gainsight is a great tool-- if not for it, we would essentially be using a notebook, or a very cluttered excel spreadsheet for each client. Being able to log all kinds of updates (email, call, meetings) and assigning action items directly to users who are involved is a very seamless process, and Gainsight has helped us with that. It has also helped us with providing daily alerts based on usage data to help CSM's be notified whenever there are spikes or negative trends with our customers.
- Ease of note-taking/activity updates for customers; being able to assign action items directly within the platform.
- Surveys with in-box NPS features. Surveys are very easy to create and choose contact lists from, and very straight-forward to configure.
- Configurability by an administrator to make Gainsight beneficial not just to a CS organization, but for cross-functional players as well.
- Connectors between Gainsight and s3 can be a little iffy sometimes and cause false ingest failures.
- More configuration for alerts when CTA's get triggered. It could be more in-depth for specific CTA Types/Reason codes etc.
August 24, 2019
Not sure how we managed accounts without Gainsight
We were an early adopter of Gainsight and really didn't use it within our Enterprise business until the past year. In our last renewal with Gainsight, we engaged a Gainsight consultant to determine if their solution made sense for our Enterprise accounts. No surprise coming out of that engagement the consultant recommended we continue using Gainsight with our Enterprise clients and also worked with us on best practices to roll out to our teams. We currently use Gainsight throughout our Customer Success and Sales team. We have other departments that don't work within the tool day to day but upload their client deliverables in Gainsight so we have a proper system of record. Currently, our mid-market and scale team take full advantage of the platform and we're using the platform to about half its strengths in Enterprise. But to be fair, a large part of the delay in using Gainsight to it's fullest extent isn't on Gainsight but on our data cleanliness in Salesforce.
- Timeline - love that you can see all of the activities that happen on an account in sequence. This has been extremely helpful as we onboard new folks into new portfolios.
- CTAs - when dealing with clients there are so many things you need to track or deliver upon. When we were able to get our teams to fully utilize CTAs and Cockpit. It has changed how they manage their accounts for the better.
- Success Plans - in full transparency we're not using these currently but we're about to start. We plan to use these internally as account plans and then also externally with our clients (joint strategic plans).
- Onboarding - since we were an early adopter we weren't properly on-boarded because they hadn't built out a process. This is no longer a con because I've heard from other colleagues who have implemented Gainsight somewhere else and they were properly on-boarded.
- They're growing so fast that people are moving all over the place. We feel like we've had to help train their team on our implementation and our overall needs.
- More frequent engagement with our account team.
August 23, 2019
Gainsight made my job so much easier.
Gainsight is exclusively used by the global customer success team (about 15 people). We started using it this year to help us streamline our customer info, notes, and reminders into one platform. We also wanted the automation of reminders for outreach. It has helped us track our efforts and have more visibility into our accounts.
- Allowing for customized 'calls to action'
- Providing a lot of information about clients in one shared online platform
- Sitting on top of Salesforce so that all of the data can be seamlessly transfered
- More differentiation between 'calls to action' and timeline entries
- More options for fields in the subscription info
- Doesn't provide visibility to Salesforce users so there is a disconnect with the sales team
August 19, 2019
Gain efficiency with Gainsight
Gainsight enables our customer success team to manage their accounts through health scores, meeting notes, surveys, email campaigns, and CTAs. Our executive, sales and CS leadership teams use the tool to gain information on their accounts and to review dashboards. We use Gainsight as the main tool to store all customer data. It allows us to monitor trends and risks at a high level.
- C360 page: all the information about a customer is one place that is easy to read and customize as needed. Allows CSMs to prep for calls within minutes as well bring other team members up to speed quickly.
- Timeline: quick and easy way to create, search and edit notes about the customer. These are easy to share with other teams and create different categories for quick searching and reporting.
- Sally bot: a quick and easy way to get customer information without navigating Gainsight. Great to use on the go, especially through the Slack bot and new Gainsight app.
- Reporting is good, but remains confusing and requires an admin to really navigate instead of end users being able to use
- Sharing: getting other teams access to the C360 page has been difficult without a full license.
- Journey Orchestrator can handle most emails, but the HTML functionality could be easier to navigate.
August 16, 2019
Timeline Lifeline
We use Gainsight within Customer Success, Sales, and Renewal teams to help provide a better workflow experience in managing our customers. Salesforce can get very overloaded with information and it's refreshing to have a platform that was designed around the customer success mindset but still sync back to Salesforce as needed.
- Effective communication logging through the Timeline feature has drastically changed our visibility into engagement activities and cross-collaboration among teams.
- Success Plans have helped us have laser focus action plans and tracking for implementation of onboarding needs.
- Pro-active data-driven CTAs for Customer Success Managers enable the team to get in front of potential risk and help turn things around before it's too late.
- Reports and dashboards could be made more robust, I often feel stuck with the current layout and design options.
- Formatting of text in emails or input fields is a bit clunky and often times gets out of whack requiring additional time to correct.
August 16, 2019
Best product for CS, with room to improve.
Gainsight is used as a way for current Customer Success Managers and Account Managers to understand the health of the accounts they serve, and as a task management tool.
- Quickly deliver mid-level client insights.
- Generate tasks for users based on client events.
- More customization on a user-by-user level.
- Easier tools for building reports.
- More reliable rules engines means reports are less likely to fail.
August 16, 2019
Use your Brainsight, get Gainsight
Gainsight is used by the Client Success Department and management/executive team for the client services organization. The goal was to address a number of business goals:
- Accurate health scoring across our client base to manage escalations, track advocates, and give management better visibility
- Manage the tasks and workload of the CSMs day-to-day through the use of a mix of automated and manual triggers for Calls to Action
- Provide a central hub for client information, usage stats and CSM contact history (Timeline)
- Reduce the number of tools the CSMs were having to log-in to and use each day
- Gainsight is massively flexible and can be configured to do almost anything with the Rules Engine and being built on the Salesforce platform.
- The team at Gainsight is amazing, super helpful and will always make time to help improve and achieve the goals of the implementation.
- The community, documentation and support are all quite mature and provide a lot of resources to understand a complex system with many features.
- Along with the flexibility, the complexity of implementing and thus the learning curve is quite high.
- Some Admin functions could be made more user-friendly with some simple UI tweaks, for example changing 'Subtract N+7 days' to 'In the last week'.
- Could also use more consistency across the UI, for example sometimes you hit 'Save', other times you just close the window etc.
August 15, 2019
A powerful tool to build a CS division
Gainsight is used as our Customer Success Management tool.
- CS Management dashboards.
- Customer lifecycle.
- Customer health.
- Slow load times.
- It takes a large number of clicks to get into the main work screens.