Long time Gainsight CS user, and I'm still a fan years later!
Our Client Success team uses Gainsight CS in connection with Salesforce as our CRM. All customer communication activities are logged in …
Gainsight CS
Gainsight CS
Gainsight CS
Starting at $2,500 Per Company Per Month
View PricingOverview
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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Awards
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Top Rated
2020
Popular Features
View all 18 features- Integration with Salesforce.com (195)9.393%
- Automated workflow (200)9.090%
- Customer health scoring (201)8.888%
- Dashboards (203)8.383%
Reviewer Pros & Cons
View all pros & cons
- Customer support is great. The Support desk communicates frequently when working through submitted tickets and our Client Success Manager thinks outsi...
- 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...
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Pricing
View all pricingSubscription
$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
Features
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
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
Gainsight CS Integrations
- HubSpot Marketing Hub
- Oracle CRM
- SAP CRM discontinued
- NetSuite ERP
- Zoho CRM
- Pipedrive
- Slack
- SurveyMonkey
- Twilio Segment
- Mixpanel
- Google Analytics
- Zendesk Support 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
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
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 10% |
| Mid-Size Companies (51-500 employees) | 60% |
| Enterprises (more than 500 employees) | 30% |
Comparisons
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Reviews and Ratings
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December 23, 2022
Long time Gainsight CS user, and I'm still a fan years later!
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.
June 30, 2022
Success with Gainsight
- Increase efficiency working with clients
- Lower CSM turnover
- Identifying clients that may be at risk based on product usage
September 29, 2021
Helpful for understanding customers and gauge their health
- 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.
April 25, 2021
Gainsight for Customer Success!
- 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.
February 18, 2020
A good way to help your organization see more with your customers
- Identify churn risk customers.
- Create visibility into team metrics.
January 14, 2020
Just honest.
- boost efficiency
- Increase upsell
January 08, 2020
Gainsight - The Best Way to Organize Customer Success Teams
- Easier to present ROI to customer.
- Helpful in building our business reviews (i.e. dashboards, graphs and overall reporting suite).
January 08, 2020
Gaining true Insights into your Business.
- 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.
January 07, 2020
Team Gainsight!!
- We are able to see customer health at a glance and know which offices to reach out to first.
- We are able to see details of what is driving that score up or down so that we know what we need to help with.
December 03, 2019
Gainsight -- We really like you
- Boost employee efficiency particularly with our high volume Implementation Specialists
- Measure and track NPS for CSAT
- Track associate KPIs
October 28, 2019
Gainsight an Asset for Scaling CSM Team
- 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
October 23, 2019
A great tool for scaling your Success organization.
- We use Gainsight to improve retention and boost employee efficiency. It is the key tool in allowing us to scale globally and grow 40% YOY.
- All of our Customer Success Plans are now in Gainsight - no longer in Excel / tagged in SFDC and out of date.
- Transparency in account health
October 22, 2019
Finally a product built by company that understands CSMs
- Faster client Onboarding
- Risk Mitigation
- Standardized operations
October 22, 2019
Good CS Platform
- Improved saves of at-risk accounts
- Improved upsell opportunities
- Increase ARR per CSM
September 25, 2019
End user review of Gainsight
- 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.
September 06, 2019
A premier option among CS tools
- We focus on the traditional metrics of ARR/MRR retention and expansion.
- We also focus on the success and growth of recently signed accounts at 30/60/90/120 days.
- We also want to measure the efficiency of CS processes to improve scalability.
August 24, 2019
A Must Have for any Customer Success Organization (and more)
- 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.
August 24, 2019
Not sure how we managed accounts without Gainsight
- 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.
August 23, 2019
Gainsight made my job so much easier.
- Boost employee efficiency
- Become more scalable - able to grow as a team because of standardized platform
- Increase quality of work because of automated reminders and built in playbooks
August 19, 2019
Gain efficiency with Gainsight
- 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
August 16, 2019
Timeline Lifeline
- Improve retention.
- Boost employee efficiency.
- Improve internal cross-collaboration by having more detailed visibility into accounts.
August 16, 2019
Best product for CS, with room to improve.
- Maintained first-year client retention while scaling our 1st-year client number by 100%.
- Improved employee efficiency.
- Improved client data and insight.
August 16, 2019
Use your Brainsight, get Gainsight
- 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
August 15, 2019
A powerful tool to build a CS division
- It's boosted employee efficiency.
- Improved customer lifecycle visibility.
- We better understand customer health.