Gainsight CS

Gainsight CS

Score 8.2 out of 10
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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Recent Reviews

Good CS Platform

9 out of 10
October 22, 2019
We use Gainsight as the platform for our CSMs to work with their customer base. It provides meaningful insights and automated actions to …
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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

Popular Features

View all 18 features
  • Integration with Salesforce.com (195)
    9.3
    93%
  • Automated workflow (200)
    9.0
    90%
  • Customer health scoring (201)
    8.8
    88%
  • Dashboards (203)
    8.3
    83%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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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.

6.8Avg 8.6

Platform & Infrastructure

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

7.8Avg 8.5

Customer Data Extraction / Integration

Customer data extraction / integration

8.2Avg 8.6

Customer Success Management

Customer Success Management

7.6Avg 8.3

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

8.5Avg 8.4
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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 Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Security

Frequently Asked Questions

Totango, ChurnZero, and Medallia Strikedeck are common alternatives for Gainsight CS.

Reviewers rate Integration with Salesforce.com highest, with a score of 9.3.

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

Gainsight CS Customer Size Distribution

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

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Reviews

(1-25 of 209)
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Score 9 out of 10
Vetted Review
Verified User
  • We increase account coverage by more than 20% through the tools within Gainsight CS to generate actions for our CSMs to prioritize accounts.
  • Now that we are using Success Plans, we are seeing 65-75% of customer outcomes realized within a 12-month period. This was something we weren't able to track before.
Score 8 out of 10
Vetted Review
Verified User
  • It does require a special skillset to manage but once it is set up the right way, it is a powerful tool for CSMs and management.
  • It makes it easier for users to understand the health of a given account and hence prioritize which customers need more attention to avoid churn.
  • It reduced storage consumption that was in Salesforce.
Score 9 out of 10
Vetted Review
Verified User
  • Health scores have been used to create a campaign to help the lowest scores reach our highest level. One team has a goal of 85 % green by the end of each month. These are newly ported offices.
  • Upsell opportunity are shown, and graphs are shown for each employees successful efforts.
Score 9 out of 10
Vetted Review
Verified User
  • More efficiency across CSM team - able to manage more accounts/higher revenue with addition and adoption of Gainsight functionality
  • Better reporting metrics with integration capabilities that give us a more holistic look at our customer base across multiple data points
  • Ability to build and store playbooks that can be leveraged by the CSM team in order to most effectively manage their customer-base
Score 8 out of 10
Vetted Review
Verified User
  • Focus customer engagement efforts on highlighting the relevant features of a product to increase retention.
  • Support ongoing satisfaction with the current products customers have in order to facilitate expansion in the future.
  • Increase efficiency by focusing Customer Success Manager efforts towards customers whose engagement is lower.
Ibrahim Ijaz | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
  • Increasing NPS. Our NPS score in the past year has increased exponentially, and Gainsight has made that possible with their Journey Orchestration feature.
  • Identify churn risk customers via automated rules and CSM task creation. This allows us to also forecast churn on a monthly basis, which helps give executives an idea of where our touch clients are headed.
  • Helps us with customer success qualified leads (CSQL) creation, which then in turn automatically creates an opportunity for the account manager. Seamless integration (with some quirks) has made this process fluid.
Score 8 out of 10
Vetted Review
Verified User
  • Improve retention - we've definitely seen this within our mid-market and scale portfolio.
  • System of record - this is our point of truth for our clients and vitally important to our business.
  • Increase NPS - clients no longer fall through the cracks. With their automated outreach and oversight into our client engagements, we no longer feel like we've missed a client.
Score 9 out of 10
Vetted Review
Verified User
  • NPS has increased over 5 points since using Gainsight.
  • We have increased our emails campaigns and customer communication read rate through Gainsight via better more targeted emails.
  • The book that CSMs manage has more than doubled in using Gainsight and the CTAs
Sacha Laskow | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
  • It is still early but we are definitely seeing an increase in our proactive outreaches
  • Our automation goals will definitely help reduce repetitive tasks for the CSMs
  • The health score has given us greater cross-departmental visibility and the power to manage escalations as well as identify advocates
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