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Gainsight CS

Gainsight CS

Overview

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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Learn from top reviewers

Your CSMs need this product!

Rating: 8 out of 10
October 1, 2024
IncentivizedVetted ReviewVerified User
We use Gainsight CS to capture and measure CSM KPIs. Implementing Gainsight has allowed us to better measure our client relationships, track ongoing items, and keep communicat...
Continue reading
Verified user
Representative
Gainsight CS2 years of experience

Gainsight CS helps team to gather insights and better tracking than through a traditional CRM

Rating: 10 out of 10
October 1, 2024
IncentivizedVetted ReviewVerified User
My Enterprise customer success team utilizes Gainsight CS for all customer tracking for their book of business. Helps team to gather insights and better tracking than through ...
Continue reading
Verified user
Project Manager
Gainsight CS1 year of experience

Gainsight CS has given us more time back for Customer engagement

Rating: 10 out of 10
October 1, 2024
IncentivizedVetted ReviewVerified User
We use Gainsight CS to allow us to easily vet Customer health and risk, find expansion opportunities and increase overall net retention.
Continue reading
Verified user
Employee
Gainsight CS2 years of experience

User friendly and powerful

Rating: 8 out of 10
September 30, 2024
IncentivizedVetted ReviewVerified User
Our CSMs are using Gainsight to better manage their book of business, and to use data driven insights to grow our customer base, keep our customers from potential churn. Throu...
Continue reading
Verified user
Contributor
Gainsight CS1 year of experience

Gainsight CS, the customer information hub

Rating: 8 out of 10
September 26, 2024
IncentivizedVetted ReviewVerified User
We currrently use Gainsight CS as our customer source of truth. All things that relate to a customer be it contacts, contract details, customer sentiment, customer health, and...
Continue reading
Elizabeth Curry
Manager - Customer Service
CX Operations Manager
DexCare
Gainsight CS2 years of experience

Great solution if data provided to it is implemented properly

Rating: 7 out of 10
September 17, 2024
IncentivizedVetted ReviewVerified User
Currently use Gainsight CS for my enterprise book of business to measure adoption and usage across my accounts. Also use Gainsight CS to measure overall customer health used f...
Continue reading
Verified user
Team Lead
Gainsight CS7 years of experience

More productive than ever with Gainsight!

Rating: 10 out of 10
July 2, 2024
IncentivizedVetted ReviewVerified User
Gainsight is our source of truth. We use Gainsight CS to store all customer communications, create success plans that align with our customer's goals/objectives, and create wo...
Continue reading
Derek Bond
Contributor - Customer Service
Enterprise Customer Success Manager
Workiva
Gainsight CS2 years of experience

Gainsight CS: our source of truth in CS

Rating: 9 out of 10
June 26, 2024
IncentivizedVetted ReviewVerified User
Gainsight CS is a source of truth for our CS team here at Greenhouse. We use it from all things such as measuring adoption, creating CTAs, logging calls, referencing data from...
Continue reading
Verified user
Contributor
Gainsight CS2 years of experience

The Best CS Tool in the Market

Rating: 10 out of 10
June 26, 2024
IncentivizedVetted ReviewVerified User
The analytics and automation are the best modules with in Gainsight CS apart from that the after-sales support that an admin needs is always available like support chat, ticke...
Continue reading
Verified user
Program Manager
Gainsight CS7 years of experience

Gainsight CS has changed the game!

Rating: 10 out of 10
June 20, 2024
IncentivizedVetted ReviewVerified User
What I used to rely on Outlook for, and my local computer drive, for records retention, I can instead use Gainsight CS to share updates in my timeline activity per each client...
Continue reading
Jenny Campos
Account Manager - Other
Senior Partner Success Manager
Paycor
Gainsight CS6 years of experience

Gainsight CS - game changer for our team!

Rating: 10 out of 10
May 20, 2024
IncentivizedVetted ReviewVerified User
We use Gainsight across our CS team and are in the process of rolling it out to a few other teams as well. It serves as our source of truth for tracking all customer interacti...
Continue reading
Verified user
Account Manager
Gainsight CS2 years of experience

Gainsight CS - Still the best CSM Tool Out There

Rating: 7 out of 10
May 13, 2024
IncentivizedVetted ReviewVerified User
I use Gainsight everyday to review my book of business of 17 global enterprise customers who use our platform. There are integrated dashboards from Plateau that show usage of ...
Continue reading
Verified user
Account Manager
Gainsight CS3 years of experience

Consistent and Reliable CS CRM with much AI Promise

Rating: 8 out of 10
April 29, 2024
IncentivizedVetted ReviewVerified User
Success Plans have covered a wide array of use cases for us- Renewals and how they track across the entire contract length, implementation based plans, and even a plan that tr...
Continue reading
Verified user
Administrator
Gainsight CS7 years of experience

Social and Spot Risk before it overtakes you!

Rating: 8 out of 10
December 5, 2023
IncentivizedVetted ReviewVerified User
We currently use Gainsight as a method to track customer engagement and identify risks as well as account health scoring. Using Gainsight allows us to integrate insights we ha...
Continue reading
Verified user
Manager
Gainsight CS5 years of experience

Strategic Services review of GS

Rating: 10 out of 10
September 26, 2023
IncentivizedVetted ReviewVerified User
My team use Gainsight to run our strategic engagments with customers during their life cycle with us. This includes business process reviews and renewal management combined wi...
Continue reading
Tara Aldridge
Director - Customer Service
Strategic Services Director
Vonage
Gainsight CS3 years of experience
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Reviewer Pros & Cons

View all pros & cons
Verified User
Representative in Customer Service
Pharmaceuticals Company, 10,001+ employees
Verified User
Project Manager in Information Technology
Information Technology & Services Company, 1001-5000 employees
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Pricing

View all pricing

Subscription

$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
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Features

Security

This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.

9.6
Avg 8.9

Platform & Infrastructure

Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.

8.2
Avg 8.6

Customer Data Extraction / Integration

Customer data extraction / integration

8.2
Avg 8.8

Customer Success Management

Customer Success Management

8.5
Avg 8.5

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

8.8
Avg 8.2
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Product Details

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

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.Screenshot of Empower your team with a single source of truth for every customer. Consolidate data from multiple sources and design tailored 360 layouts for every stakeholder to see relevant data quickly and take action.Screenshot of A central location to automatically log correspondence, capture contextual information on person-to-person interactions, and easily understand a customer’s history.

Gainsight CS Integrations

Gainsight CS Competitors

Gainsight CS Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Security
whistic readyRead Gainsight's Security Report on Whistic Security Network™

Gainsight CS Downloadables

Frequently Asked Questions

Totango, ChurnZero, and Strikedeck (discontinued) are common alternatives for Gainsight CS.

Reviewers rate Role-based user permissions highest, with a score of 9.6.

The most common users of Gainsight CS are from Mid-sized Companies (51-1,000 employees).

Gainsight CS Customer Size Distribution

Consumers0%
Small Businesses (1-50 employees)10%
Mid-Size Companies (51-500 employees)60%
Enterprises (more than 500 employees)30%
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Comparisons

View all alternatives
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Reviews and Ratings

(463)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Data Designer Customization: Users have appreciated the ability to create new tables and data sets from various sources using Gainsight's Data Designer, allowing for customized reporting and actionable insights. This functionality empowers users to tailor their reports to specific needs, enhancing decision-making processes within their organizations.

Automated Health Scoring: Some users have found the automated health scoring feature valuable when combined with accurate data and well-defined workflows. This combination enables users to create automated health scores based on segmentation preferences, streamlining the process of assessing customer health and prioritizing actions accordingly.

Journey Orchestrator Flexibility: The Journey Orchestrator tool has been highlighted by users for its flexibility, comprehensiveness, and ability to support surveys. Users appreciate its versatility as an outreach tool across all segments, facilitating seamless communication and engagement strategies.

Speed and Performance: Some users have reported that Gainsight can run slow at times, with latency issues especially when working on top of Salesforce Lightning. This sluggishness can impact user efficiency and overall experience negatively.

Configuration Challenges: Reviewers find the configuration of the tool to be tricky, not very obvious, and movement within the app slower than desired. Users struggle to navigate settings effectively, leading to frustration and delays in utilizing Gainsight efficiently.

User Interface Concerns: Users have mentioned that the user interface is less intuitive than expected, with the Gainsight Assist plug-in breaking regularly and difficulty in finding variables for report creation due to nesting under various categories. These usability issues contribute to a less seamless workflow for users trying to leverage the platform's capabilities effectively.

Reviews

(1-25 of 234)
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Your CSMs need this product!

Rating: 8 out of 10
Incentivized
October 01, 2024
Verified User
Vetted Review
Verified User
Gainsight CS
2 years of experience
Use Cases and Deployment Scope
We use Gainsight CS to capture and measure CSM KPIs. Implementing Gainsight has allowed us to better measure our client relationships, track ongoing items, and keep communications organized into one location. Gainsight has improved our workflows, increased engagement, and allow collaboration throughout the CSM teams.
Pros and Cons
  • Track client engagements
  • Capture success plans
  • Create reminders for outstanding items
Likelihood to Recommend
Gainsight CS is perfect for organizations that place significant value on their CSM teams.

Gainsight CS helps team to gather insights and better tracking than through a traditional CRM

Rating: 10 out of 10
Incentivized
October 01, 2024
Verified User
Vetted Review
Verified User
Gainsight CS
1 year of experience
Use Cases and Deployment Scope
My Enterprise customer success team utilizes Gainsight CS for all customer tracking for their book of business. Helps team to gather insights and better tracking than through a traditional CRM.
Pros and Cons
  • Call to actions
  • Email automation
  • Customer insights
Likelihood to Recommend
Gainsight CS is Good for customer success managers to use for book of business

Gainsight CS has given us more time back for Customer engagement

Rating: 10 out of 10
Incentivized
October 01, 2024
Verified User
Vetted Review
Verified User
Gainsight CS
2 years of experience
Use Cases and Deployment Scope
We use Gainsight CS to allow us to easily vet Customer health and risk, find expansion opportunities and increase overall net retention.
Pros and Cons
  • Customer Health Status
  • Unified place for tracking customer engagement
  • Keeping a pulse on all of our customers in our portfolio
Likelihood to Recommend
Gainsight CS works really well for Customer Success management!

User friendly and powerful

Rating: 8 out of 10
Incentivized
September 30, 2024
Verified User
Vetted Review
Verified User
Gainsight CS
1 year of experience
Use Cases and Deployment Scope
Our CSMs are using Gainsight to better manage their book of business, and to use data driven insights to grow our customer base, keep our customers from potential churn. Through using Gainsight our CS org is able to stay more organized more generally. We use the AI features to proactively reach out to clients and report on client sentiment.
Pros and Cons
  • CTA Playbooks - helping CSMs more quickly take action when needed and use organized playbooks for repeated processes
  • Timeline activities - helping CSMs easily log client interactions, and helping leadership stay in the know on all client interactions
  • Reports and dashboards - savings CSMs time from clicking into various reporting platforms by having our reports in one location
Likelihood to Recommend
GS is very well suited for CS orgs where CSMs are managing large books of business. In scenarios where CSMs are managing multiple relationships within a single account, some instances of the Relationship 360 are a bit clunky.

Gainsight CS, the customer information hub

Rating: 8 out of 10
Incentivized
September 26, 2024
EC
Elizabeth Curry
CX Operations Manager
DexCare (Hospital & Health Care, 51-200 employees)
Vetted Review
Verified User
Gainsight CS
2 years of experience
Use Cases and Deployment Scope
We currrently use Gainsight CS as our customer source of truth. All things that relate to a customer be it contacts, contract details, customer sentiment, customer health, and much more are curated and compiled in the GCS platform. This helps our teams stay connected and up to date on details both to their own clients and other that they may cover due to a fellow CSMs PTO. Currently our ful Customer Experience team utilizes Gainsight CS with our power users being from Customer Success.
Pros and Cons
  • Customer health scoring and trending
  • Note, email, and meeting logging
  • Survey creation and response collection
Likelihood to Recommend
Gainsight CS is a great tool for allowing all customer information to be centralized and easily retrived. This allows for improve self service across our organization and minimizes ramp up period for new CSMs. It is a great tool for collecting and analyzing customer sentiment and overall experience given their Programs, surveys, and email template centers. We have seen less value for our sales team who prefers to gather, log, and live in Salesforce.

Great solution if data provided to it is implemented properly

Rating: 7 out of 10
Incentivized
September 17, 2024
Verified User
Vetted Review
Verified User
Gainsight CS
7 years of experience
Use Cases and Deployment Scope
Currently use Gainsight CS for my enterprise book of business to measure adoption and usage across my accounts. Also use Gainsight CS to measure overall customer health used for insight during client calls.
Pros and Cons
  • Measure Customer Health
  • Measure Product Adoption
  • Comms that can be measured for CTA's
Likelihood to Recommend
Still some room for improvement, it all depends on data being input. Maybe chat or AI suggestion bot for asking questions that provide tips and insight.

More productive than ever with Gainsight!

Rating: 10 out of 10
Incentivized
July 02, 2024
DB
Derek Bond
Enterprise Customer Success Manager
Workiva (Computer Software, 1001-5000 employees)
Vetted Review
Verified User
Gainsight CS
2 years of experience
View profile
Use Cases and Deployment Scope
Gainsight is our source of truth. We use Gainsight CS to store all customer communications, create success plans that align with our customer's goals/objectives, and create workflows to better collaborate with colleagues.

Gainsight CS saves me time by having all key metrics and customer information in one place. NPS scores, CSAT, implementation surveys and more can all be viewed from easy to read scorecards.
Pros and Cons
  • Gainsight CS does a great job at surfacing customer health scores in a useful and intuitive scorecard/dashboard.
  • Gainsight CS makes finding relevant customer information easy; we can log meeting notes and automatically push our sent emails to Gainsight through their Chrome plugin.
  • Gainsight Cockpit provides a task management system that makes it easy for me to know what I need to do and when.
Likelihood to Recommend
Gainsight is great in the following scenarios if you are looking for a CS platform:
-Great at tracking account health, renewal health, CSAT, NPS, really any metric you can think of that you track at the customer level. Everything is built out in easy to use intuitive scorecard dashboards.
-Great at enabling collaboration between CS and other cross functional teams. Other departments can easily find out info about my latest customer interactions by just viewing the Gainsight timeline

Gainsight CS: our source of truth in CS

Rating: 9 out of 10
Incentivized
June 26, 2024
Verified User
Vetted Review
Verified User
Gainsight CS
2 years of experience
Use Cases and Deployment Scope
Gainsight CS is a source of truth for our CS team here at Greenhouse. We use it from all things such as measuring adoption, creating CTAs, logging calls, referencing data from all different aspects of the platform. We have large customer bases and without Gainsight CS we would be lost!
Pros and Cons
  • Customization
  • Storing and displaying data
  • allowing you to create CTAs for yourself, ensuring tasks will not fall through the cracks.
  • syncing with the rest of our tech stack
Likelihood to Recommend
Definitely well suited for customer bases; the ability to see how customers are adopting the product is amazing. We are able to really hone in on parts of the adoption process the customer is missing based on the data we receive in Gainsight CS. I love that I can sync my calendar and easily log calls!

The Best CS Tool in the Market

Rating: 10 out of 10
Incentivized
June 26, 2024
Verified User
Vetted Review
Verified User
Gainsight CS
7 years of experience
Use Cases and Deployment Scope
The analytics and automation are the best modules with in Gainsight CS apart from that the after-sales support that an admin needs is always available like support chat, tickets, and even admin office hours for us to help in any configuration part. The Gainsight CS documentation is well-designed and easy to understand.
Pros and Cons
  • Reporting
  • Rules
  • Journey Orchestrator
Likelihood to Recommend
It assists organizations in retaining customers, increasing brand loyalty, and enhancing customer satisfaction. It can also help organizations find areas for improvement and learn about their customers' requirements and preferences

Gainsight CS has changed the game!

Rating: 10 out of 10
Incentivized
June 20, 2024
JC
Jenny Campos
Senior Partner Success Manager
Paycor (Computer Software, 1001-5000 employees)
Vetted Review
Verified User
Gainsight CS
6 years of experience
View profile
Use Cases and Deployment Scope
What I used to rely on Outlook for, and my local computer drive, for records retention, I can instead use Gainsight CS to share updates in my timeline activity per each client account. This way, my backup teammates and manager can either pick up where I left off if I'm out of office or I can easily search my timeline for insights on historical interactions, as needed. My frequency of use is daily, and several times a day. It's my primary record of choice.
Pros and Cons
  • Gainsight CS has taken the guesswork out of status updates. I no longer have to guess what the outcome was of a particular escalation when looking back, or try to remember where I left off with a client request.
  • The CTAs have also made my time as a CSM and PSM more valuable to my external partners, because they are allowing me to show proactive value instead of only reactive value, when the CTAs are created for external information sharing and best practice updates.
  • The added bonus is we can also sync relevant emails directly to Gainsight CS through a plug-in from Outlook.
Likelihood to Recommend
The CTAs have kept me organized with my To-Dos. The Account Summary is helpful when I need a quick refresher of an account and fun facts I've saved about a contact before I hop on a call with them. I especially like the new features from AI CoPilot presented at Pulse, so I'm looking forward to using those one day and it would make me recommend Gainsight CS 100% to anyone that needs a CRM tool.

Gainsight CS - game changer for our team!

Rating: 10 out of 10
Incentivized
May 20, 2024
Verified User
Vetted Review
Verified User
Gainsight CS
2 years of experience
Use Cases and Deployment Scope
We use Gainsight across our CS team and are in the process of rolling it out to a few other teams as well. It serves as our source of truth for tracking all customer interactions from the CSM team, doing success planning, and tracking customer health scores. It solves the problem of disconnected CS data and provides visibility into our engagement with customers across the org.
Pros and Cons
  • Health Scores.
  • Success Plan Tracking.
  • Tracking customer goals and priorities.
  • CTAs
Likelihood to Recommend
Gainsight CS is well suited for SaaS and Managed Services companies looking to have a centralized log of all their customer interactions and analysis of those customers' health so that CS and AM teams can be the best champions for their customers and interactions are not happening in silos. The new AI functionality being rolled out will have a massive impact on CSM's ability to manage time and add value.

Gainsight CS - Still the best CSM Tool Out There

Rating: 7 out of 10
Incentivized
May 13, 2024
Verified User
Vetted Review
Verified User
Gainsight CS
3 years of experience
Use Cases and Deployment Scope
I use Gainsight everyday to review my book of business of 17 global enterprise customers who use our platform. There are integrated dashboards from Plateau that show usage of the platform, helping me determine how healthy the account is. There are also native dashboards within Gainsight that indicate if I have CTA's, who is due for a Business Review, what has been accomplished with accounts and playbooks if actions are needed to help drive engagement and adoption.
I also log activities in Gainsight relating to meetings, phone calls, chats, Strategic Business Reviews and more. The Gainsight Assist plug-in to Google Mail is also very helpful so that I only have to check the box and the email is registered as an activity.
Pros and Cons
  • Logging activities
  • Dashboards on usage
  • Dashboards on personal activities relating to accounts
Likelihood to Recommend
CSM's need some tool to help them track their customers, automate CTA's (especially for those in a one-to-many, Scaled CSM role) and dashboards to see what has been achieved with accounts, in addition to holes where more needs to be accomplished. Gainsight is also a tool that can be used to CYA so that when Sr. Management is asking about churn mitigation or why there are issues with an account, the documentation in the tool documents the efforts made by the CSM.

Consistent and Reliable CS CRM with much AI Promise

Rating: 8 out of 10
Incentivized
April 29, 2024
Verified User
Vetted Review
Verified User
Gainsight CS
7 years of experience
Use Cases and Deployment Scope
Success Plans have covered a wide array of use cases for us- Renewals and how they track across the entire contract length, implementation based plans, and even a plan that tracks measurable and verifiable outcomes of a customer so there is always a central area to reference when going into business reviews and executive conversations
Pros and Cons
  • speeding up opportunity generation (CSQLs)
  • Qualitative customer touchpoint tracking (Timeline)
  • Risk/Task management
Likelihood to Recommend
Success Criteria:
-need incredible leadership advocacy for a CS based CRM- otherwise it would get lost in other more reputable CRMs (Salesforce, marketo..)
-medium to large scale organizations with knowledgeable Gainsight admins to maintain the system and its complexity in the future. otherwise you will pay for service hours across your entire lifespan
-Program management and enablement to understand every aspect of each powerful feature. Otherwise it will be confusing for the field

Social and Spot Risk before it overtakes you!

Rating: 8 out of 10
Incentivized
December 05, 2023
Verified User
Vetted Review
Verified User
Gainsight CS
5 years of experience
Use Cases and Deployment Scope
We currently use Gainsight as a method to track customer engagement and identify risks as well as account health scoring. Using Gainsight allows us to integrate insights we have with the customer into our SFDC environment and notify a wider audience of potential account risks and categories. Overall, the tool provides a comprehensive method to tracking account engagement and risks.
Pros and Cons
  • Ability to search through all engagement notes
  • Ability to ensure that all accounts have reportable stakeholders at each customer
  • Ability to market and mass email customers about important information
Likelihood to Recommend
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

Strategic Services review of GS

Rating: 10 out of 10
Incentivized
September 26, 2023
TA
Tara Aldridge
Strategic Services Director
Vonage (Telecommunications, 1001-5000 employees)
Vetted Review
Verified User
Gainsight CS
3 years of experience
View profile
Use Cases and Deployment Scope
My team use Gainsight to run our strategic engagments with customers during their life cycle with us. This includes business process reviews and renewal management combined with reporting and ongoing engagements
Pros and Cons
  • C360 view of an account
  • Reporting
  • Playbooks
Likelihood to Recommend
The ability to configure GS to meet our needs is great. The playbooks allow us to manage engagements in a standardised way while still being responsive to our customers

Gainsight: A Robust and Customizable Platform & Great Partners to Help you Drive Success

Rating: 10 out of 10
Incentivized
September 26, 2023
AF
Andor Fuhrer
Head of Customer Success Ops
Benchling (Computer Software, 1001-5000 employees)
Vetted Review
Verified User
Gainsight CS
6 years of experience
View profile
Use Cases and Deployment Scope
Benchling was building out their Customer Success org and needed a platform that can enable CSMs to manage their book of business, get fast insights on customers and a way to proactively alert CSMs on when to engage with customers. Additionally we also wanted to build a digital segment that would solely rely on 1:M email communications.

Retention was starting to rear its ugly head, so having a platform that can allow us to use a comprehensive health score to catch early signs or risk; best-in-class process on identifying, managing and mitigating risks and visibility to executive leadership and cross-collaborating teams was one of the reasons we went with Gainsight.

We (CS Ops) were also tasked to do more with less, which inspired us to create a digital segment that can be sustained off of digital 1:M engagements with Gainsight's Journey Orchestrator (JO). With JO, we can create year-long monthly product usage updates to customers, ensuring they are aware of all new product features that can assist them with reaching their business goals, as well as efficient CSM interventions when needed
Pros and Cons
  • 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
Likelihood to Recommend
Gainsight is a fantastic, user friendly customer success platform that will work for companies starting up their Customer Success journey or well established enterprise customers with a mature CS program. From my experience, Gainsight has always been two steps ahead of where we want to drive our customer success team and never feel they have any product feature limitations, at least nothing major missing.

Their Journey Orchestrator is great for 1:M communications, creating customer surveys to collect value driving customer insights and allowing CSMs to take action if customers are not engaging with these comms.

It is also very interoperable with other major platforms, and with data designer, your admins have the ability to curate, clean up and design new data sets, which is so useful since we know our internal data is never that great :)

Gainsight isn't a magic wand and with any platform, organizations need to use the opportunity to re-imagine some legacy workflows and always have an appetite to innovate since Gainsight can definitely support those innovations!

Great Tool for Customer Success

Rating: 10 out of 10
Incentivized
September 21, 2023
Verified User
Vetted Review
Verified User
Gainsight CS
2 years of experience
Use Cases and Deployment Scope
We use Gainsight to track interactions with our clients and gauge the sentiment of those interactions. We use it to track and action upon customer health and create mutual success plans. We also use it to track client usage of our product and automate CTAs based off client interactions and health score.
Pros and Cons
  • Client Health Scoring
  • Mutual Success Planning
  • Reporting on client interaction, health and sentiment data
Likelihood to Recommend
Gainsight has helped us keep track of customer health through various data points. It has allowed us to focus our touch points and engagements based on customer health as well as things like drops in usage, POC leaving the company, new POC, surveys, support cases etc.

Gainsight is worth all the hype.

Rating: 10 out of 10
Incentivized
September 20, 2023
Verified User
Vetted Review
Verified User
Gainsight CS
3 years of experience
Use Cases and Deployment Scope
Gainsight solves many business problems for my organization. Before our adoption of Gainsight, we had no metrics about our customer usage, their overall health as a customer, or the personas with which we were engaged.

We now use data to drive customer interactions, orchestrate journeys based on customer segments, and can proactively monitor risk or buying signs.

Gainsight has also replaced our old surveying tools, to allow us to run a more holistic VOC program.
Pros and Cons
  • Risk Management
  • Creates Calls to Action, to drive outcomes
  • Measures accounts based on multiple measures, not just the CSM's Sentiment
Likelihood to Recommend
It manages the customer journey and allows CSM's to spend their time wisely where help is needed. It allows your organization to scale, and send things on their BEHALF that they are managing themselves today which are not value-adding exercises. Think about the ability to identify customers that are not upgrading to your latest technology, and driving them to do so on the CSM's behalf.

Highly Recommend Gainsight for all CS Organizations!

Rating: 10 out of 10
Incentivized
September 20, 2023
Verified User
Vetted Review
Verified User
Gainsight CS
6 years of experience
Use Cases and Deployment Scope
I use Gainsight to be the endpoint Customer Success Platform tool for all of our post-sales teams. I build, manage, and integrate customer data related to their usage, support, onboarding, solutions, and LMS data to drive proactive actions and decisions based on the data configured. With Gainsight's CS product, we're able to quickly determine health, areas for improvement, and areas of risk & concern very quickly and address them with action.
Pros and Cons
  • Health Scoring.
  • Integrations
  • Best Practices in CS (Community, docs, admin Slack channel).
  • Actions (CTAs).
  • Success Planning (ROI Tracking).
  • Reporting/Dashboarding.
  • Bi Functionality.
  • Email & Surveys.
Likelihood to Recommend
Gainsight is well-suited for all CS teams and segments. It does an excellent job of organizing your data and allowing you to take action in many ways. It can help you be predictive by connecting data sources such as product usage data or support data. It can tackle a 1:many CS model where you need to communicate with several customers at once.

The gold standard of CS platforms.

Rating: 9 out of 10
Incentivized
September 18, 2023
AL
Andrew Loomis
Director, Center of Excellence
Sisense (Information Technology & Services, 201-500 employees)
Vetted Review
Verified User
Gainsight CS
6 years of experience
View profile
Use Cases and Deployment Scope
Gainsight is used to track customer engagements, create success plans, and measure the health of our customers. Initially our implementation was focused on "inputs" into the system to ensure compliance with our recommended engagement cadence. In recent years, we've shifted focus more towards outputs and leveraging Gainsight to inform our CS team on the actions they need to be taking with their customers. This is where the real value shines. If you're just using Gainsight as a management reporting tool, you're doing it wrong - CSMs and their leaders should be using this to manage their day-to-day activities.
Pros and Cons
  • Easy to use UI.
  • Doesn't require lots of training; lots of new hires come in with experience.
  • The support we get from their account team is top-notch.
Likelihood to Recommend
Gainsight is the gold standard when it comes to CSPs. It is best suited for CS organizations that are a bit more mature, for young startups this is probably overkill. Customers who work in CS-at-scale organizations will find this tool particularly useful due to the journey orchestrator capabilities that allow for the automation of common CSM tasks. Strategic and enterprise-level CSMs may find less value because "every one of their customers is a snowflake that can't benefit from automation."

Gainsight is the CS Tool that I would Recommend for any organization looking to improve automation.

Rating: 10 out of 10
Incentivized
September 18, 2023
MW
Michael Worthen
Revenue Operations System Admin
Mineral (Computer Software, 51-200 employees)
Vetted Review
Verified User
Gainsight CS
4 years of experience
View profile
Use Cases and Deployment Scope
I am the admin of Gainsight for my company, and we use it in our Customer Success organization to automate processes that free up time for our team. We have automated emails set up that go out periodically to customers that fit specific criteria, which takes that off the plate of our Customer Success Managers. We also utilize CTAs as reminders and checklists for tasks that need to be done on a daily basis.
Pros and Cons
  • Reporting
  • Automated Emails.
  • Task Tracking
Likelihood to Recommend
Gainsight is well suited for automating email sends for specific daily tasks such as Renewals. Reporting is also a thing Gainsight does well because it allows you to utilize any and all information that is being used within GS for data points to help with engagement and usage.

Gainsight is the future of customer success

Rating: 8 out of 10
Incentivized
September 01, 2023
Verified User
Vetted Review
Verified User
Gainsight CS
2 years of experience
Use Cases and Deployment Scope
Gainsight is being used at our organization as a customer success tool to trigger knowledge-based actions in order to ensure customer retention and product adoption.
Pros and Cons
  • Triggering actions based on knowledge and information gathered from the account.
  • Showcasing a 360-degree view of the customer account.
  • Giving you the capability of aligning multiple sub-customers under the same customer by the relationship View.
Likelihood to Recommend
Managing multiple relationships with customer as well as the customer success life cycle.

Long time Gainsight CS user, and I'm still a fan years later!

Rating: 9 out of 10
December 23, 2022
Verified User
Vetted Review
Verified User
Gainsight CS
5 years of experience
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
My favorite thing about working with Gainsight CS is the thought leadership they inspire. Sure, I like the product too. But the value I've gotten from Gainsight CS is partnering with my account team there to understand recommendations and best practices within the CS industry. I've attended their annual conference multiple years to soak in the great content and let it help shape our business decisions. Their blog and webinars are insightful and offer tactical approaches to help improve relationships with customers through the use of Gainsight CS. It's not just about the product but the brand and Gainsight CS's willingness to inspire the industry and be a leader in customer success.

Success with Gainsight

Rating: 9 out of 10
Incentivized
June 30, 2022
JM
Jamie McConville
CS Operations & Training Director
Lotame (Internet, 51-200 employees)
Vetted Review
Verified User
Gainsight CS
3 years of experience
View profile
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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).
Likelihood to Recommend
Gainsight could be used by any business where a client's success is a primary focus and a team of folks are looking for a tool to centralize client data and to assist with organization of client-related tasks. Additional tools to note when considering are their survey capabilities, automated client email tool, and their integration with Salesforce.

Helpful for understanding customers and gauge their health

Rating: 9 out of 10
Incentivized
September 29, 2021
Verified User
Vetted Review
Verified User
Gainsight CS
4 years of experience
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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
Likelihood to Recommend
Gainsight Customer Cloud is great for using data to understand your customer base and identify areas of improvement. Without this insight, we're serving our customers in a more reactive way instead of seeing possible risks to the business and addressing them [up front]. This not only helps us solve problems and retain customers, but it builds customer loyalty as well as it is clear that we are interested in positive outcomes and continual results.
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