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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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!
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.
- 5.1Help 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.
- 4.8Sponsor 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
(1-5 of 5)The powerful tool that is Gainsight
- Process automation
- Email automation
- Mass communications to current customers
- Deliverable organization & reporting
- Mass email automation. We have been able to better scale our business , while still engaging with customers, through the use of Gainsight.
- Process automation. I have been able to stay on top of our data and and efficiency goals via the use of Gainsight. We have also been able to add and improve some of our offerings via the capabilities of Gainsight.
- Documentation. They have improved in the volume of documentation recently, but the search-ability and usability is still lacking. I know the features are there, but it is sometimes difficult to understand how to use them.
- Product Usability. Again, like documentation, the product is immense. I just wish it was more naturally intuitive. I like to compare software to the Apple platform. They are the pinnacle of user-friendly. I think Gainsight could learn a lot about the simple, yet powerful, framework of software like Apple's.
- Product usage
- 100%10.0
- Help desk / support tickets
- 90%9.0
- NPS surveys
- 100%10.0
- Sponsor tracking
- 70%7.0
- Customer profiles
- 80%8.0
- Automated workflow
- 100%10.0
- Internal collaboration
- 90%9.0
- Customer health scoring
- 90%9.0
- Customer segmentation
- 90%9.0
- Customer health trends
- 80%8.0
- Engagement analytics
- 90%9.0
- Revenue forecasting
- 80%8.0
- Dashboards
- 100%10.0
- Role-based user permissions
- 80%8.0
- API
- 90%9.0
- Integration with Salesforce.com
- 100%10.0
- Integration with Marketo
- 80%8.0
- Integration with Eloqua
- 80%8.0
- We have increased our on-time renewal percentage year-over-year through automated renewal outreaches and other processes. This has also increased efficiency of our renewals team.
- We started offering executive business reviews in 2017 and Gainsight has given us the tools to deliver. Early feedback from customers is immensely positive in this area.
- Our NPS survey implementation has offered us our first real, unfiltered feedback from customers. It also gave us a short list of advocates that we could leverage for our Marketing and Sales teams.
- Scalability
- Creative Insights
- Proactive Outreach
- Share internal data and customer information directly with customers
- Increase scale of accounts per CSM through automation
- Advanced automated onboarding
- Sales staff awareness
- Easy access to customer information via Slack
- Product Features
- Product Usability
- Product Reputation
- Implemented in-house
- Poor buy-in from our organization
- Wrong person assigned to the job internally
- Cockpit
- Surveys
- Rules
- Journey Orchestrator
- Scorecards
- C360 Setup
Gain more with Gainsight
- Gainsight's use of CTAs with daily reminders allow us to trust we are not missing the little things with our customers.
- Gainsight gives you the ability to create health scores for customers that not only encompass systematic information but subjective customer temperatures as well. Giving you a true way to measure health.
- Gainsight works well with our internal systems, so we are not adding more steps to our day-to-day routine.
- I have not run into an area with usage where I think Gainsight is missing, however I am sure there are many more use cases beyond ours.
- Product usage
- 100%10.0
- Help desk / support tickets
- 100%10.0
- NPS surveys
- 100%10.0
- Sponsor tracking
- 100%10.0
- Customer profiles
- 80%8.0
- Automated workflow
- 80%8.0
- Internal collaboration
- 90%9.0
- Customer health scoring
- 100%10.0
- Customer segmentation
- 80%8.0
- Customer health trends
- 80%8.0
- Engagement analytics
- 80%8.0
- Revenue forecasting
- 70%7.0
- Dashboards
- 90%9.0
- Role-based user permissions
- 100%10.0
- API
- 100%10.0
- Integration with Salesforce.com
- 100%10.0
- Integration with Marketo
- N/AN/A
- Integration with Eloqua
- N/AN/A
- We have seen an immediate impact on our success team's efficiency, our ability to automate has helped our teams focus on time with the customers.
Technical Account Management
Finance
Customer Success
Exec
- Renewal Management
- Usage awareness, Up Sell/Cross Sell Identification
- Exec Scorecard
- The reporting has been a benefit to Finance
- Renewal Forecasting
- Customer Marketing
- Price
- Product Features
- Product Usability
- Don't know
- Self inflicted process gaps
- The Timeline Entries are very smartly designed and gather intelligent data points.
- N/A
Gainsight - thought leader in Customer Success Software
- Thought leader in the market
- Very active in the Customer Success Community
- European office and presence
- Adapt to Europe (different languages, currencies, etc.)
- Product usage
- 80%8.0
- Help desk / support tickets
- 100%10.0
- NPS surveys
- 100%10.0
- Sponsor tracking
- 100%10.0
- Customer profiles
- N/AN/A
- Automated workflow
- 100%10.0
- Internal collaboration
- 80%8.0
- Customer health scoring
- 100%10.0
- Customer segmentation
- 100%10.0
- Customer health trends
- 100%10.0
- Engagement analytics
- 80%8.0
- Revenue forecasting
- 90%9.0
- Dashboards
- 100%10.0
- Role-based user permissions
- 90%9.0
- API
- 100%10.0
- Integration with Salesforce.com
- 100%10.0
- Integration with Marketo
- N/AN/A
- Integration with Eloqua
- N/AN/A
- Single view of the customer
- Go to the solution to understand customer health
- Understand the customer health score
- Build up customer history in combination with a 360 account view
- Operationalizing CSM tasks
- NPS program
- have not come across this yet
- Integrate more datapoints to get a richer view on the customer health
- Exec / board reporting
- Product Features
- Product Reputation
- Vendor Reputation
- Existing Relationship with the Vendor
- Positive Sales Experience with the Vendor
- Implemented in-house
- Bad data in 3rd party apps that we wanted to integrate
- Common account ID missing accross 3rd party apps which required us to do an extensive mapping excercise
- Customer 360 view
- Reporting functionality
- NPS surveys
- You really need to know your datapoints in order to make the most meaningful reports
Early Use Gainsight Review
Solves the problems of: hard to find data in SFDC; need for health information, both subjective and objective; need for efficient and automated workflow for customer contact; need for alerts and triggers for activities; real-time info visibility back into SFDC for the rest of the org.
- Automated workflow and activity creation, with a centralized dashboard for CSMs to manage their work, allows CSMs to spend their time on more valuable work
- Flexible health scoring based on many factors including quantifiable product use and subjective aspects like relationship status allows us to fine tune and focus our energy where it's needed most
- Ability to view rolled-up information on accounts that have multiple sub-accounts and see all relevant data within the 360 even for simple accounts, means less time searching and manually compiling data to get an overall view
- Every CTA requires a task to sync to SFDC, and sometimes the CTA and task are really the same thing (managing an escalation, for example)
- Reporting seems somewhat limited, including visualization - but could be our lack of maturity
- Logging activity from different places shows in different areas, tagged differently, and reported to SFDC differently. Means CSMs have to make a lot of decisions on where and how to log - leads to wasted time and inconsistency
- Product usage
- 80%8.0
- Help desk / support tickets
- 50%5.0
- NPS surveys
- N/AN/A
- Sponsor tracking
- N/AN/A
- Customer profiles
- 70%7.0
- Automated workflow
- 90%9.0
- Internal collaboration
- 80%8.0
- Customer health scoring
- 90%9.0
- Customer segmentation
- 60%6.0
- Customer health trends
- 60%6.0
- Engagement analytics
- 50%5.0
- Revenue forecasting
- N/AN/A
- Dashboards
- 40%4.0
- Role-based user permissions
- 60%6.0
- API
- N/AN/A
- Integration with Salesforce.com
- 80%8.0
- Integration with Marketo
- N/AN/A
- Integration with Eloqua
- N/AN/A
- Increased efficiency
- Haven't used long enough to recognize more quantifiable outcomes
- Automated workflow is crucial
- Automated and flexible health score is key
- 360 view and ease of use are critical
- A tool designed for actual CSM work, not for sales
- at-a-glance visibility to centralized customer information
- ability to track and score product usage
- workflow management for CSM team
- sharing CS information across the org via integration with SFDC
- We're not quite there yet, still focused on the basics
- Product Features
- Product Usability
- Product Reputation
- Vendor Reputation
Gainsight as a company is considered a leader in not only platform features, but also thought leadership in the Customer Success space. Having access to this level of partnership and best practice information - from process to scoring health - is very important.
- Implemented in-house
My company practices Agile software delivery methods, so we simply had a backlog of items to build, then demonstrated the features every week. As we matured, we groomed our backlog of work to align with changes in our needs, so it was more 'continuous delivery' that was able to pivot with our needs rather than in structured "phases". We were thoughtful about future needs from the start though, and knew there would be some significant shifts (such as moving to MDA) to take up in the future.
- We haven't encountered any issues during implementation
Start simple.
Validate and adjust for continuous improvement.
Think about your data needs early on.
Define and document your processes for easy onboarding of new team members.
We also submitted something that looked like a bug, but was just something that was not well communicated when the feature was rolled out.
- Cockpit - the concept is simple and intuitive
- Customer 360 - this has been a lifesaver for CSMs, considering we had to look in approximately 17 places across several systems to gather basic information on each account.
- Copilot - powerlists and so forth are more complex than expected
- Scorecards - there have been great improvements, but we're using usage data and the combination of the data and the switch to Scorecard 2.0 has been a little longer than expected.
- Reporting - not that hard to use per se, but more difficult and less powerful/flexible than desired. Would love to see improvements in this area!
The general UI look and feel is modern and pleasing, and the visualizations are clear and helpful.
Gainsight Administrator Still working through implementation!
- Identifying issues, such as drops in usage, before they are obvious. This allows us to address any potential risks before they have a chance to have a lasting negative effect on the relationship.
- Standardizing how we respond to common issues, and allowing new employees to ramp up more quickly. By using the playbooks we are able to standardize how we fix common problems and ensure that the best practices are used by everyone... even new employees.
- Ensuring that repeated tasks, such as quarterly business reviews (QBR), happen on time for clients based on things like their Customer Tier. We have the ability to automate the CTA's to kick off every three months for tier one clients so that we never miss another QBR.
- The implementation process has been much longer and more complicated than initially expected.
- We aren't able to customize some features as much as we need (e.g. you can't set smart sign scores for different client types)
- Would be good to be able to set CTAs based off of a scorecard, so if a score goes stale, or if a score drops a CTA is automatically kicked off. Currently there is no way to do that.
- Product usage
- 80%8.0
- Help desk / support tickets
- 70%7.0
- NPS surveys
- N/AN/A
- Sponsor tracking
- 60%6.0
- Customer profiles
- 90%9.0
- Automated workflow
- 90%9.0
- Internal collaboration
- 100%10.0
- Customer health scoring
- 100%10.0
- Customer segmentation
- 90%9.0
- Customer health trends
- 100%10.0
- Engagement analytics
- 80%8.0
- Revenue forecasting
- N/AN/A
- Dashboards
- 90%9.0
- Role-based user permissions
- N/AN/A
- API
- N/AN/A
- Integration with Salesforce.com
- 100%10.0
- Integration with Marketo
- N/AN/A
- Integration with Eloqua
- N/AN/A
- We haven't been using Gainsight long enough to determine what the ROI will be, but based on early signs I think it will have a positive effect on the efficiency of our client services team, better customer service and our ability to catch potential risks early.
- Vendor implemented
- Implemented in-house
- At every turn the data implementation process has been extremely painful (with the exception of the native Salesforce integration). Segment integration should have been plug and play but instead is requiring custom work on our end to make the data show up properly.
- Administration of Gainsight is not intuitive, my experience as a Salesforce admin has been little to no help in learning to navigate the Gainsight administration.
- There aren't enough training resources, I would love to have more training videos and tools to help get myself up to speed.