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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
  • Integration with Salesforce.com (206)
    7.9
    79%
  • Automated workflow (210)
    7.8
    78%
  • Customer health scoring (212)
    6.9
    69%
  • Dashboards (214)
    6.7
    67%

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.

7.1
Avg 8.8

Platform & Infrastructure

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

7.6
Avg 8.6

Customer Data Extraction / Integration

Customer data extraction / integration

6.8
Avg 8.7

Customer Success Management

Customer Success Management

6.3
Avg 8.3

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7
Avg 8.2
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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 Product usage highest, with a score of 8.5.

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

(449)

Attribute Ratings

Reviews

(1-25 of 224)
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Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Ability to search through all engagement notes
  • Ability to ensure that all accounts have reportable stakeholders at each customer
  • Ability to market and mass email customers about important information
  • Would love to see a Gainsight OPs/Admin checklist that guides CS Ops team through specific pieces of information needed to execute specific playbooks (best practices)
  • When creating reports, sometimes it's difficult to find the correct variable that you are looking for as it's nested under various categories
  • Would love ability to "heatmap" specific individual customer engagement based on CSM inputted customer contacts at meetings
  • Would love to see more analysis on engagements - how often, how frequent - built into the product
Andor Fuhrer | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Gainsight's Data Designer is a powerful tool that allows you to create new tables/data sets from different sources (Create a new table by merging Snowflake, SFDC and Gainsight data that you can use for reporting or be the engine of calls to actions)
  • The health score is great! with good data and the right workflows in place, you can easily create automated health scores by your desired segmentation
  • Journey Orchestrator is the best 1:M outreach tool I have seen from any CSP. Very flexible and comprehensive. Can also support surveys! JO can be used for all segments, not just your digital segments!
  • Gmail/Outlook integration - Our CSMs love that you can send an email and attach it to the gainsight account. You can also create a meeting note in Gainsight and email it to your customers!
  • Calls to Action/Playbooks are very customizable, interoperable with SFDC and a great way for CSMs to keep on top of their work and also a great tool for reporting outcomes and CSMs work throughout the year
  • Success Plans are good, but I think there can be some upgrades made that can make them more interoperable with other functions/workflows we establish within Gainsight
  • Reports/Dashboards are good and comprehensive, but some UI enhancements can be made that will fall in line with other reporting tools out there
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Client Health Scoring
  • Mutual Success Planning
  • Reporting on client interaction, health and sentiment data
  • Community articles could be more helpful or explain things in a more clear manner
  • intuitiveness of report building
  • Intuitiveness of data syncing between systems
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Risk Management
  • Creates Calls to Action, to drive outcomes
  • Measures accounts based on multiple measures, not just the CSM's Sentiment
  • Sometimes tying Salesforce Data into Gainsight objects can be challenging. (I don't believe this is a true Gainsight limitation)
  • I would love to see the ability to create a dashboard directly from JO Analytics, to help save time recreating measure the program analytics already provide. (Since the JO program analytics aren't extensible to everyone, a dashboard needs to be created )
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Health Scoring.
  • Integrations
  • Best Practices in CS (Community, docs, admin Slack channel).
  • Actions (CTAs).
  • Success Planning (ROI Tracking).
  • Reporting/Dashboarding.
  • Bi Functionality.
  • Email & Surveys.
  • Success Snapshots - Not Easy to use.
  • Horizon Analytics Rules Engine - Bionic still proves to be better.
  • In Line Report Editing - Only allowed on the home page and in 1 report type on the Company object.
Andrew Loomis | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Easy to use UI.
  • Doesn't require lots of training; lots of new hires come in with experience.
  • The support we get from their account team is top-notch.
  • There seem to be a lot of limitations around fields (adding/removing/renaming) that can't be worked around.
  • It can feel like "extra work" for CSMs - more focus on baking its use into existing workflows.
  • Integration with renewal/expansion forecasting tools.
Michael Worthen | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Reporting
  • Automated Emails.
  • Task Tracking
  • I would like to see a little more customization with IF ANDs within Reporting, Rules, and Programs.
  • I would like to see Data Designer become a little more user-friendly.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Triggering actions based on knowledge and information gathered from the account.
  • Showcasing a 360-degree view of the customer account.
  • Giving you the capability of aligning multiple sub-customers under the same customer by the relationship View.
  • Since Gainsight works on top of Salesforce lightning can be a bit latent in Speed and Performance.
  • There is no way to get alerts for individual accounts you only can set up a feed which gives you alerts for all the accounts.
  • Frequent timeout errors.
Score 9 out of 10
Vetted Review
Verified User
  • Logging customer activity is incredibly intuitive and easy for team to do and reference.
  • Using the rules engine to generate CTAs for our team to intervene where needed has been helpful in automating relevant activities in bulk. We have a churn prevention program run through CTAs where Gainsight CS will notice risk criteria we've built in, then alert CSMs and their managers of potential risk concerns, like low product adoption or negative survey response, with clear next steps and actions laid out for what to do.
  • More broadly, it has inspired a new mindset on our team for how to work with customers. Through working with Gainsight CS, they have become less transactional and look at accounts more holistically. Success Plans allow for this, as they create plans with customized customer goals and the tasks it will take to achieve those goals.
  • Reporting: Reports are difficult to configure and customize. Don't get me wrong, the reporting engine in Gainsight CS is incredibly powerful and pretty much does anything if you have the expertise to do it. Our managers get frustrated when they can't figure out how to create their own reports, or filter existing ones to get what they are looking for.
  • We are heavily reliant on our in-house Gainsight Admins. We have a full staff of them (5 in total), and they came in with outside Gainsight knowledge. Prior to hiring this team, we didn't get much use out of Gainsight CS because we didn't know how to configure and maintain it. They are crucial to our success, and I honestly think we could keep 5 more busy!
Jamie McConville | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Gainsight has allowed our Client Success team to manage our clients efficiently. The tool is key to managing our client life cycle from initial engagement, through implementation and Go Live phases, and following through to Renewal. Being able to trigger alerts as well as tasks for CSMs based on usage and on life cycle stage has been crucial.
  • Customer support is great. The Support desk communicates frequently when working through submitted tickets and our Client Success Manager thinks outside the box when making strategic recommendations for our business.
  • Journey Orchestrator allows us to trigger customized, automated emails to our clients. The feature allows for inline reports with charts and includes tokens that can be auto-filled from fields in Salesforce or Gainsight (user first name, contract thresholds, etc).
  • 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 friendly as it's a fairly technical tool, but I can dream.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Intuitive UI
  • Can store and process vast amounts of data.
  • Integrates with other 3rd party apps like Zendesk.
  • Slack Integration.
  • Data in Gainsight can sometimes get out-of-sync with Salesforce data and you need to set a frequency of updates.
  • It does require a special skillset to manage a Gainsight instance.
  • You cannot give general users the ability to create reports and dashboards and all of them have to be created by admins that create bottlenecks
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Allows us to bring information such as, client Health Scores to our cockpit view.
  • Allows us to use our Salesforce information, but in a more efficient way for our teams.
  • It was a difficult transition, with issues that needed to be ironed out.
  • Customizable, but we had to collaborate, rather than having each individual team have their own options.
January 07, 2020

Team Gainsight!!

Sarah Yeargin | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Seamless integration - I have never had any issues with information showing up after input.
  • Transparency - Clearly shows your progress and where you are at as an individual and team.
  • Sometimes I am not able to fit all of the items into the window I have open but this is just due to having to shrink the page to fit multiple pages.
  • You need to refresh before grabbing CTAs so that you do not take one that has already been claimed. It does not update in real time so if you are viewing something 60 seconds after someone else picked it up, it will still allow you to take it and that causes issues.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Love, love, love the Timeline feature for my Client Success team -- meetings notes, collaboration etc...awesome feature
  • Very detailed support site and online community
  • CTAs have been a lifesaver for our Implementation Specialists that work with large numbers of clients.
  • Success Plans have been instrumental in supporting our higher-tiered clients without creating duplicate work for our Success Managers.
  • Ability to print Success plans is severely lacking.
  • Printing survey results is bulky and not user-friendly.
  • Clearly understanding the Gainsight nomenclature (CTAs, Objectives, Playbooks, etc.) and how they relate to the system's internal structure was difficult for someone not super involved with the back-end of the system.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Gainsight is easy to integrate with other systems and allow flow of important data to and from the system. This allows us to report key metrics to business stakeholders as well as proactively gives our CSM team important information related to their customers that allows them to make strategic business decisions.
  • Customization of Gainsight makes it easy to tailor the information that different people need to see in various forms (Reporting/dashboards etc.). The interface is clean and easy to navigate.
  • It can still be tricky to get certain data into Gainsight that the team needs in order to do their jobs properly in the appropriate format. Requires manual intervention from our Customer Success Ops Manager.
  • While it allows for task managment and information storage on the account level, it would be great if we could have a team-level view where certain activities/metrics could be leveraged from an internal team standpoint.
Cason Green | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Gainsight is a thought leader in customer success and therefore has built the functionality of the tool to reflect best practices.
  • For leadership, Gainsight is a great tool to be able to scale a success organization. For example, we are able to create standardized processes or activities for CSMs, and then we can execute on those things via Gainsight as the system of record.
  • For CSMs, Gainsight helps them manager their day. Things do not slip through the cracks, and the tool proactively helps them manager their account load.
  • Speed of the tool - several CSMs complain it takes too long to move around in the platform. We have an open ticket and are optimistic there is a fix vs. it being an inherent issue in the tool.
Meredith Giersch | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Offers a single place for CSMs to enter all notes and success plans so that everyone across the organization can access that information - key for knowledge capture and transfer
  • Allows leadership / management to roll up the health of their accounts / portfolios and sort by various health factors
  • Timeline becomes a mass chaos especially for high engagement / touch accounts - it lacks the ability to reference various objectives / initiatives. A CSM will regularly talk to a customer on one status call about 4 objectives / initiatives, but we can't ask them to click between 4 objectives / initiatives while in one call.
  • There's a lack of sufficient hierarchy in success plans for what we need to do in the high touch enterprise space.
  • The user experience for Success Criteria is poor - the current functionality limits us from building a "value log" of the benefits a customer is receiving from our software and services.
  • Cockpit is a nightmare - it's a massive list and not intuitive to search / filter / query.
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