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...
Read more

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 …
Continue reading
Read all reviews

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

View all pros & cons

Video Reviews

Leaving a video review helps other professionals like you evaluate products. Be the first one in your network to record a review of Gainsight CS, and make your voice heard!

Return to navigation

Pricing

View all pricing

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
Return to navigation

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

8.1Avg 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
Return to navigation

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%
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews

(1-25 of 211)
Companies can't remove reviews or game the system. Here's why
Score 9 out of 10
Vetted Review
Verified User
Our Client Success team uses Gainsight CS in connection with Salesforce as our CRM. All customer communication activities are logged in Gainsight CS, account information is stored there, and we use healthscoring, success planning, calls to action, and reporting to help manage day-to-day work with customers. Additionally, we utilize Gainsight CS for automated email campaigns to our clients to support them in the best and most scalable way possible. As a leader on the team, I work with our operations team to optimize our Gainsight CS application, so it's relevant and helpful for our CSMs. I also use it to manage my day, with manager-directed calls to action and real-time reporting to track my team's performance.
Jamie McConville | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Initially, we needed a tool to centralize our client data as well as keep our Client Success team organized with their tasks with managing so many clients. We continue to solve for other problems year over year as our Gainsight CSM digs into our business needs and opens the door to features that she feels would best suit us.
Score 9 out of 10
Vetted Review
Verified User
We use Gainsight Customer Cloud in our Customer Success department. This helps us keep an eye on the health of our customers and the metrics that are important to their business. Gainsight Customer Cloud provides great visuals to quickly see at a glance what's going well and where improvement can be made. Ultimately, this helps drive the success of our customers and can help with growth and expansion as well.
Score 8 out of 10
Vetted Review
Verified User
Gainsight is primarily used by our Customer Success team. It's an add-on on top of Salesforce and does not require users to log somewhere separately. Like how Salesforce is primarily catered towards Account Executives. Similarly, Gainsight is designed to help out Customer Success team members. Its UI and out-of-the-box functionalities are something that the Customer Success team finds very handy. It gives a good view of overall customer health to CS.
Score 7 out of 10
Vetted Review
Verified User
Gainsight is currently being used within our customer success department only. Our intended use is to help us become a more proactive organization and a way to better organize our day through the usage of the call to actions.
Score 10 out of 10
Vetted Review
Verified User
Gainsight was being used by all of the customer success to log activities with customers on a daily basis. We also had very specific alerts related to usage and communication built in to make sure we were monitoring how our customers were doing with our product and how often we were speaking with them.
Score 9 out of 10
Vetted Review
Verified User
We use Gainsight in the Customer Support and Success teams. It helps us bring together information from multiple software applications. Salesforce, Zendesk, Domo, and Pendo, these are are the primary software applications we use. For the two teams this is what they use to connect and record contacts with our clients. It can be customized, and we are doing better now.
January 07, 2020

Team Gainsight!!

Sarah Yeargin | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use Gainsight throughout our entire Customer Success Team. Is helps us stay organized by prioritizing our CTA's with a due date and it even allows you to check off smaller tasks within a CTA before closing it out. Gainsight allows you to customize your view as a user and admins have control over the information it shows. It is so nice to have this platform that integrates with Salesforce and shows us a timeline of the team activity! While there is a lot of information, it is well-organized and easy to locate. Highly recommend!!
Score 9 out of 10
Vetted Review
Verified User
Gainsight is leveraged by our team of Customer Success Managers and CS Management in order to track and manage customer health, predict and triage at-risk and/or unhealthy accounts based on key data ported related to how customers leverage our software, log important engagements with customers, track CSM activity/productivity to ensure we're at a healthy utilization rate as a team, and aid in proactive engagements with customers as our CSM team scales.
Meredith Giersch | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
We use Gainsight to manage our enterprise accounts. As a manager, I use it daily to understand the health of my portfolio of accounts and the status / progress of each customer's Success Plan. In addition, it serves as a critical 'single source of truth' if a CSM is on vacation / sabbatical or if we're transitioning the account to another CSM.
Score 9 out of 10
Vetted Review
Verified User
We use Gainsight to standardize our approach to client situations. Gainsight is our single data source regrouping all our customer data; this allows us to have a consolidated picture in a single environment and leverage that to build a success plan around that situation. It is also used to run automated NPS campaigns.
October 22, 2019

Good CS Platform

Score 9 out of 10
Vetted Review
Verified User
We use Gainsight as the platform for our CSMs to work with their customer base. It provides meaningful insights and automated actions to make it easier to see which accounts need additional support, where opportunity for upsell/cross-sell exist, and general risk management.

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.
Score 8 out of 10
Vetted Review
Verified User
Gainsight is used by the Customer Success organization to capture and display customer adoption data as it relates to various products. Its use addresses the problem of understanding customer engagement in products with the goal of improving product marketing efforts as well as optimizing future product design and features.
Score 8 out of 10
Vetted Review
Verified User
We have used Gainsight within our Customer Success Team to expand our knowledge of customer relationships, to better understand account health, and make informed decisions on what plays to run. To a certain extent, it is used outside of CS but mainly by leadership who also want insight into existing relationships.
Ibrahim Ijaz | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Gainsight is not only used in our Customer Success organization, but also cross-functionally as well. We use Gainsight to provide historical data on all our merchants (High Touch, Low Touch, and No Touch). We use it for many different functions, some of them being sending out mass email campaigns, sending out all types of surveys (NPS, various CSAT). Some other teams that utilize Gainsight are Product, Implementations, Account Management, and Customer Marketing. We have developed Gainsight to be our tracking platform for a lot of our campaigns, as well as a platform where anyone on other teams (who have a license) can view responses or view historical data on a merchant, such as updates that have been inputted by the CSM's in the past, or emails that have been logged, etc. Gainsight is a great tool-- if not for it, we would essentially be using a notebook, or a very cluttered excel spreadsheet for each client. Being able to log all kinds of updates (email, call, meetings) and assigning action items directly to users who are involved is a very seamless process, and Gainsight has helped us with that. It has also helped us with providing daily alerts based on usage data to help CSM's be notified whenever there are spikes or negative trends with our customers.
Score 8 out of 10
Vetted Review
Verified User
We were an early adopter of Gainsight and really didn't use it within our Enterprise business until the past year. In our last renewal with Gainsight, we engaged a Gainsight consultant to determine if their solution made sense for our Enterprise accounts. No surprise coming out of that engagement the consultant recommended we continue using Gainsight with our Enterprise clients and also worked with us on best practices to roll out to our teams. We currently use Gainsight throughout our Customer Success and Sales team. We have other departments that don't work within the tool day to day but upload their client deliverables in Gainsight so we have a proper system of record. Currently, our mid-market and scale team take full advantage of the platform and we're using the platform to about half its strengths in Enterprise. But to be fair, a large part of the delay in using Gainsight to it's fullest extent isn't on Gainsight but on our data cleanliness in Salesforce.
Score 9 out of 10
Vetted Review
Verified User
Gainsight is exclusively used by the global customer success team (about 15 people). We started using it this year to help us streamline our customer info, notes, and reminders into one platform. We also wanted the automation of reminders for outreach. It has helped us track our efforts and have more visibility into our accounts.
Score 9 out of 10
Vetted Review
Verified User
Gainsight enables our customer success team to manage their accounts through health scores, meeting notes, surveys, email campaigns, and CTAs. Our executive, sales and CS leadership teams use the tool to gain information on their accounts and to review dashboards. We use Gainsight as the main tool to store all customer data. It allows us to monitor trends and risks at a high level.
August 16, 2019

Timeline Lifeline

Score 9 out of 10
Vetted Review
Verified User
We use Gainsight within Customer Success, Sales, and Renewal teams to help provide a better workflow experience in managing our customers. Salesforce can get very overloaded with information and it's refreshing to have a platform that was designed around the customer success mindset but still sync back to Salesforce as needed.
Sacha Laskow | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Gainsight is used by the Client Success Department and management/executive team for the client services organization. The goal was to address a number of business goals:
  • Accurate health scoring across our client base to manage escalations, track advocates, and give management better visibility
  • Manage the tasks and workload of the CSMs day-to-day through the use of a mix of automated and manual triggers for Calls to Action
  • Provide a central hub for client information, usage stats and CSM contact history (Timeline)
  • Reduce the number of tools the CSMs were having to log-in to and use each day
That mandate has also expanded much further to include various reports and insights as well as automating tasks and emails using Journey Orchestrator.
Return to navigation