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…
Gainsight CS - Still the best CSM Tool Out There
Strategic Services review of GS
Gainsight: A Robust and Customizable Platform & Great Partners to Help you Drive Success
Great Tool for Customer Success
Gainsight is worth all the hype.
Highly Recommend Gainsight for all CS Organizations!
The gold standard of CS platforms.
Gainsight is the CS Tool that I would Recommend for any organization looking to improve automation.
Gainsight is the future of customer success
Long time Gainsight CS user, and I'm still a fan years later!
Success with Gainsight
Helpful for understanding customers and gauge their health
Gainsight for Customer Success!
A good way to help your organization see more with your customers
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
Popular Features
- Integration with Salesforce.com (204)7.979%
- Automated workflow (208)7.878%
- Customer health scoring (210)6.969%
- Dashboards (212)6.767%
Reviewer Pros & Cons
Pricing
Subscription
$2,500
Entry-level set up fee?
- Setup fee required
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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.
- 7.1Role-based user permissions(164) Ratings
Permissions to perform actions or access or modify data are assigned to roles, which are then assigned to users, reducing complexity of administration.
Platform & Infrastructure
Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.
- 6.8API(122) Ratings
An API (application programming interface) provides a standard programming interface for connecting third-party systems to the software for data creation, access, updating and/or deletion.
- 7.9Integration with Salesforce.com(204) Ratings
The software can integrate with Salesforce.com bi-directionally, allowing for data syncs, activity alerts, campaign triggers, enhanced reporting, and lead assigning.
- 7.7Integration with Marketo(49) Ratings
The software can integrate with Marketo bi-directionally, allowing for data syncs, activity alerts, campaign triggers, and enhanced reporting.
- 8.2Integration with Eloqua(19) Ratings
The software can integrate with Eloqua bi-directionally, allowing for data syncs, activity alerts, campaign triggers, and enhanced reporting.
Customer Data Extraction / Integration
Customer data extraction / integration
- 8.5Product usage(194) Ratings
The software integrates with your application to track how customers are using your product.
- 5.2Help desk / support tickets(165) Ratings
The software integrates with your support desk and call center systems to track each customer’s support needs and activities.
Customer Success Management
Customer Success Management
- 7.9NPS surveys(170) Ratings
The software facilitates the creation and execution of NPS (net promoter score) surveys, and integrates the results within each customer’s profile.
- 4.7Sponsor tracking(160) Ratings
The software alerts you when a sponsor or admin user changes roles or leaves the company. The software may track this through LinkedIn integration or changes in the user record in your product.
- 6.2Customer profiles(194) Ratings
The software unifies and presents all customer data in one place, so customer success managers can track the health of each of their customers.
- 7.8Automated workflow(208) Ratings
The software allows you to set up automated actions, alerts or tasks to be triggered by particular changes in customer data.
- 5.1Internal collaboration(195) Ratings
The software allows members of your team to communicate and leave notes about any customer issues.
- 6.9Customer health scoring(210) Ratings
The software allows you to build rules for scoring customer health based on customer data and actions, much like lead scoring for marketing.
- 5.1Customer segmentation(177) Ratings
The software allows you to segment customers by particular attributes, e.g., onboarding customers vs. legacy customers.
CSM Reporting & Analytics
Reporting & Analytics specific to customer success management
- 6.9Customer health trends(197) Ratings
The software allows executives to view customer health trends over time.
- 7.1Engagement analytics(174) Ratings
The software allows you to track and report on how your customer base overall is using your product to surface insights such as how feature adoption correlates with customer retention.
- 7.9Revenue forecasting(107) Ratings
Based on customer health trends, churn rates, etc., the software can predict revenue.
- 6.7Dashboards(212) Ratings
Users can create, customize and share dashboards, which provide an overview of the most important metrics.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
What is Gainsight CS?
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 duplicate
- SAP CRM discontinued
- NetSuite ERP
- Zoho CRM
- Pipedrive
- Slack
- SurveyMonkey
- Twilio Segment
- Mixpanel
- Google Analytics
- Zendesk 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
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
Compare with
Reviews and Ratings
(447)Attribute Ratings
Reviews
(1-25 of 222)Social and Spot Risk before it overtakes you!
- 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
- Would love to see a Gainsight OPs/Admin checklist that guides CS Ops team through specific pieces of information needed to execute specific playbooks (best practices)
- When creating reports, sometimes it's difficult to find the correct variable that you are looking for as it's nested under various categories
- Would love ability to "heatmap" specific individual customer engagement based on CSM inputted customer contacts at meetings
- Would love to see more analysis on engagements - how often, how frequent - built into the product
Gainsight CS - Still the best CSM Tool Out There
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.
- Logging activities
- Dashboards on usage
- Dashboards on personal activities relating to accounts
- Looking for more integrations into Chat tools to log Chat activities
- Gainsight Assist plug-in seems to break regularly
- Sometimes it runs slow
Strategic Services review of GS
- C360 view of an account
- Reporting
- Playbooks
- Being able to see things at a glance, allowing me to make informed decisions quickly
- The timeline allows me to look at the experience a customer has had with us over their life time
Gainsight: A Robust and Customizable Platform & Great Partners to Help you Drive Success
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
- 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
- Success Plans are good, but I think there can be some upgrades made that can make them more interoperable with other functions/workflows we establish within Gainsight
- Reports/Dashboards are good and comprehensive, but some UI enhancements can be made that will fall in line with other reporting tools out there
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
- Client Health Scoring
- Mutual Success Planning
- Reporting on client interaction, health and sentiment data
- Community articles could be more helpful or explain things in a more clear manner
- intuitiveness of report building
- Intuitiveness of data syncing between systems
Gainsight is worth all the hype.
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.
- Risk Management
- Creates Calls to Action, to drive outcomes
- Measures accounts based on multiple measures, not just the CSM's Sentiment
- Sometimes tying Salesforce Data into Gainsight objects can be challenging. (I don't believe this is a true Gainsight limitation)
- I would love to see the ability to create a dashboard directly from JO Analytics, to help save time recreating measure the program analytics already provide. (Since the JO program analytics aren't extensible to everyone, a dashboard needs to be created )
Highly Recommend Gainsight for all CS Organizations!
- Health Scoring.
- Integrations
- Best Practices in CS (Community, docs, admin Slack channel).
- Actions (CTAs).
- Success Planning (ROI Tracking).
- Reporting/Dashboarding.
- Bi Functionality.
- Email & Surveys.
- Success Snapshots - Not Easy to use.
- Horizon Analytics Rules Engine - Bionic still proves to be better.
- In Line Report Editing - Only allowed on the home page and in 1 report type on the Company object.
The gold standard of CS platforms.
- 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.
- There seem to be a lot of limitations around fields (adding/removing/renaming) that can't be worked around.
- It can feel like "extra work" for CSMs - more focus on baking its use into existing workflows.
- Integration with renewal/expansion forecasting tools.
Gainsight is the CS Tool that I would Recommend for any organization looking to improve automation.
- Reporting
- Automated Emails.
- Task Tracking
- I would like to see a little more customization with IF ANDs within Reporting, Rules, and Programs.
- I would like to see Data Designer become a little more user-friendly.
Gainsight is the future of customer success
- 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.
- Since Gainsight works on top of Salesforce lightning can be a bit latent in Speed and Performance.
- There is no way to get alerts for individual accounts you only can set up a feed which gives you alerts for all the accounts.
- Frequent timeout errors.
Long time Gainsight CS user, and I'm still a fan years later!
- 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!
Success with Gainsight
- 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.
Helpful for understanding customers and gauge their health
- 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
Gainsight for Customer Success!
- 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
A good way to help your organization see more with your customers
- Call to actions.
- Timeline events.
- Actual customer success execution.
- Rules engine is a bit clunky.
Just honest.
- Helps scale and operationalize success
- Improve costumer attention
- Shorter loading time
- Change theme functions would be a nice add on
Gainsight - The Best Way to Organize Customer Success Teams
- 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
As a CSM, you are constantly context switching between customers and it can become hard to keep track of your most recent interactions/where each customer stands in regards to product usage. Gainsight solves this problem. Both departments (sales & customer success) can benefit from the reporting suites and alerts in Gainsight.
Gaining true Insights into your Business.
- 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.
Team Gainsight!!
- 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.
Gainsight -- We really like you
- 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.
Gainsight an Asset for Scaling CSM Team
- 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.
A great tool for scaling your Success organization.
- 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.
- 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.
Finally a product built by company that understands CSMs
- 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.
Good CS Platform
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