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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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Recent Reviews
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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
  • Automated workflow (214)
    9.2
    92%
  • Integration with Salesforce.com (210)
    9.0
    90%
  • Customer health scoring (216)
    8.8
    88%
  • Dashboards (218)
    8.7
    87%

Reviewer Pros & Cons

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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.

9.7
Avg 9.0

Platform & Infrastructure

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

8.7
Avg 8.7

Customer Data Extraction / Integration

Customer data extraction / integration

8.5
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 8.4
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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 Strikedeck (discontinued) are common alternatives for Gainsight CS.

Reviewers rate Role-based user permissions highest, with a score of 9.7.

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 and Ratings

(457)

Attribute Ratings

Reviews

(1-25 of 224)
Companies can't remove reviews or game the system. Here's why
Derek Bond | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Gainsight has created a positive impact on my renewal attainment. By having more information readily available on NPS, CSAT, and other surveys; I have been able to be more proactive in getting in front of customer challenges/issues.
Andor Fuhrer | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • No metrics yet, but we have improved our at-risk customers by identifying risks earlier via our automated health score and with our Gainsight approved mitigation workflow, CSMs and leaders have better discipline with mitigation efforts and sharing at-risk customers across the org so other teams can step in and assist
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 9 out of 10
Vetted Review
Verified User
Incentivized
  • While the ROI is hard to calculate, we know this is helping us keep our customers happy.
  • We seem to have experienced an increase in renewals.
  • The user interface and information are intuitive and easy to read/understand.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Incentivized
  • 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.
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