#1 most frequent
United States of America
76.4%343 installations of 449
What is Gainsight CS?
Gainsight Customer Success (CS) is presented as a growth engine for modern post-sale teams. Built for CROs, CS leaders, and operations pros, it provides visibility into customer health, expansion potential, and revenue risk. With automation, AI, and health scoring, Gainsight helps scale outcomes without scaling headcount. With its playbooks and success plans to CSQL tracking and journey orchestration, Gainsight CS helps teams to take the right action at the right time, every time. Access to Gainsight’s platform includes access to the company's thought leadership and the Pulse community.
To see how companies like Okta, SAP Concur, and Box currently use Gainsight, visit www.gainsight.com.
To see how companies like Okta, SAP Concur, and Box currently use Gainsight, visit www.gainsight.com.
Categories & Use Cases
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Screenshot of the Journey Orchestrator, used to build personalized, scalable customer journeys with lifecycle-based emails, playbooks, and triggered workflows, so no customer slips through the cracks.
Top Performing Features
NPS surveys
The software facilitates the creation and execution of NPS (net promoter score) surveys, and integrates the results within each customer’s profile.
Category average: 8.8
Integration with Salesforce.com
The software can integrate with Salesforce.com bi-directionally, allowing for data syncs, activity alerts, campaign triggers, enhanced reporting, and lead assigning.
Category average: 9.1
Customer profiles
The software unifies and presents all customer data in one place, so customer success managers can track the health of each of their customers.
Category average: 8.7
Areas for Improvement
Help desk / support tickets
The software integrates with your support desk and call center systems to track each customer’s support needs and activities.
Category average: 8.5
Sponsor tracking
The software alerts you when a sponsor or admin user changes roles or leaves the company. The software may track this through LinkedIn integration or changes in the user record in your product.
Category average: 7.8
Revenue forecasting
Based on customer health trends, churn rates, etc., the software can predict revenue.
Category average: 7.4
Who Buys & Uses Gainsight CS
#1 most frequent
Information
56.1%252 installations of 449
“In our organization, We use Gainsight CS to identify risk, track engagement with customers, and combine product usage data to create a health score”
#2 most frequent
Professional, Scientific, and Technical Services
20.0%90 installations of 449
“We use Gainsight CS to manage our customer success activities.”
#3 most frequent
Manufacturing
5.1%23 installations of 449
“We're trying to combat churn, scale our renewals and CS team, and consolidate and get clearer insights from our data.”
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
4.7%21 installations of 449
#3 most frequent
Canada
4.0%18 installations of 449
Pros
- Comprehensive customer visibility and actionable insights
- Robust dashboards and reporting capabilities
- Seamless integration with Salesforce and other systems
Cons
- Limited customization options for reports and dashboards
- Clunky and inconsistent user interface/experience
- Specific features like Success Plans require refinement
Top Tier Solution catered to Customer Success.
Use Cases and Deployment Scope
We would use it for account success plans, risk mitigation, NPS automation, campaign tracking, and reporting. Gainsight is really great for having all your tasks, agreed success plan, reporting, and health score in one place. Not only did our CSMs, SEs, and AMs use it, but it was also a valuable tool for leadership to gain insight into account activity, risk, and opportunity.
Pros
- One source of truth for all things CS - managing day-to-day tasks.
- Getting ahead of the risk by having a very detailed and evolving health score system. Gainsight's CSM was incredibly helpful in building our risk mitigation plan using the health score, sharing their best practices.
- Having a mutually agreed upon Success Plan that you can share with the customer. It was also incredibly helpful with assigning other parties to take actions, along with due dates and reminders
Cons
- The email formatting with templates could be improved.
Return on Investment
- Mitigating churn by getting ahead of risk with the health score system and triggers.
- Nothing is slipping through the cracks with account plans and action items tied to an owner.
- Ability to review the past year and pull it into a QBR, showing all the progress and action you took with the customer.
- Higher response volume with NPS automation and email templates + action items.
Usability
Alternatives Considered
ConnectWise Automate, Atlassian Jira and Bigin by Zoho CRM
Other Software Used
Atlassian Jira, Atlassian Confluence, Google Workspace
Gainsight CS - The Vision for your customer
Use Cases and Deployment Scope
We use Gainsight CS to track our accounts overall health in terms of business growth, contact, certification. It helps us in tracking various tasks given for our accounts and automated those gainsight. For example, accounts who are at churn risk, we get automated alerts in the form of CTA and we can prioritize those accordingly. As a salesperson it's extremely important to get a dashboard to have a bird's eye view of your accounts and do a quick health check and prepare the action plan based on those information. Gainsight CS make this happen for me - I can have a glance at what I need to take care of on an urgent basis and plan my day. I can create a custom CTA as per my own requirement. This also applicable for roles with people management who can pull reports for the entire team on a similar matrix and set the agenda of the week or month. Auto logging calls, meetings and emails are another important aspect of CRM hygiene. Gainsight CS allows us to do these menial tasks automatically and keep tracking our work.
Pros
- Dashboard view of all the accounts
- CTA - reminders for tasks which are automatics as well as manual
- Call, meeting and email logging
Cons
- Outlook integration could be better as within Outlook we do not get much insight of the account. While contacting a contact from Outlook, it will be great if the Outlook -Gainsight CS tool can show certain important information, like any pending CTAs, the latest billing amount, and pending certifications, etc. This will improve the communications and make it more aligned with the company and account perspectives.
- Limitations of report creation are user level - As a user I can not create report as per my wish on my set of accounts. Only the admin user has access to that, and also it's very intuitive compared to Salesforce.
- Dashboard customization - as a user I have very much limited options to put in my dashboard. It's all about CTA all the time.
Return on Investment
- The timeline features - tracking interactions in a log manner is the greatest impact compared to vanilla Salesforce.
- Dashboard View - As good as the timeline features, getting everyone in one view really helps in planning.
- CTA - Task automation helps a lot as it is part of the dashboard. We can make sure by focusing on the most critical task at hand.
Usability
Alternatives Considered
Salesforce Lightning Platform
Other Software Used
Microsoft Teams, Microsoft 365, Salesforce Lightning Platform
Gainsight is a gamechanger for fast growing mid sized companies
Use Cases and Deployment Scope
We use Gainsight in customer success to organize all of our customer communications and manage our risk assessments. My main use is to manage our churn and the timeline of events for communications. The ease of use and quick set up have been amazing for us. The biggest challenge is always organizing your customers in a way that you can make meaningful decisions from.
Pros
- Risk management- managing customer health
- Timeline with AI enhancement- ability to see all communications within account
- Journey orchestration- ability to build automated customers plays based on series of rules and logic
Cons
- Ability to customize segments for customer organization
- Access to customer community platform on non enterprise version of product
- It would be great to get access to our CSM more frequently if possible
Return on Investment
- Reduced our customer churn by count
- Allowed us to focus on more at risk customers
- Helped automate our communication workflow to expand our reach
Usability
Excellent Customer success management Tool for SaaS Enterprises
Use Cases and Deployment Scope
In [...], we are using Gainsight CS by integrating with Salesforce for tracking the Customer Journey,Customer satisfaction scorecords, healthchecks, large customers contract related information like renewals, risks, timelines, track customer feedback, no of Transactions each customer is entitled for the respective Supply chain management solution module.
Pros
- Cusomter Scorecards
- Customer Feedback
- Customer Health status
- Great in-app survey along with email communication tools
Cons
- Support timelines could be improved
- Renewal costs are bit High
- More integrations with multiple SaaS cloud platforms
- Need to improve on Data Security
- customization flexibility
Return on Investment
- Improvement in Customer Contract Renewals
- Full visibility to the product management leadership and technical team about the customer feedback, customer scorecards
- Able to integrate and Sync easily with existing Salesforce tool
- Improved the supply chain management Product roadmap and strategy.
Usability
Alternatives Considered
Freshdesk Omni
Other Software Used
Salesforce CRM Analytics, Azure AI Search, Azure AI Studio
Proving Gainsight CS ROI
Use Cases and Deployment Scope
We use Gainsight CS for global collaboration and leadership visibility. We log our activities into Gainsight CS and also build out bespoke dashboards to monitor our core KPIs such as activation, adoption, churn, and key customer moments. We also leverage CTAs to help with our account planning motions. This helps move us off spreadsheets and into a technology first motion with updates in real time. It helps us solve problems of global account collaboration, account transitions, and leadership visibility.
Pros
- Gainsight CS's dashboards are a core use case. These help me stay on top of my account's health and where I may need to focus to mitigate churn signals.
- Gainsight CS's ability to upload documents and have a running activity log for members across a global account team is a huge value add.
- Integrations with CRM and other sales intelligence tools such as Gong are a huge help.
- The AI overview on an account page has been a strong value add.
Cons
- There is a lot of data but not enough insights on "what do i do now?"
- Exec visibility still leaves a lot up to interpretation.
- Seems very admin intensive for us to be able to implement updates or enhancements.
Return on Investment
- Foundational ROI as a system of record and execution for Customer Success
- Improves renewal predictability and operational discipline, but does not consistently drive revenue growth or executive decision-making on its own
- ROI is achieved when Gainsight CS is paired with strong CRM, BI, and leadership processes
