Social and Spot Risk before it overtakes you!
We currently use Gainsight as a method to track customer engagement and identify risks as well as account health scoring. Using Gainsight …
Starting at $2,500 Per Company Per Month
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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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Popular Features
- Integration with Salesforce.com (204)7.979%
- Automated workflow (208)7.878%
- Customer health scoring (210)6.969%
- Dashboards (212)6.767%
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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
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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- Competitors
- Tech Details
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- 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 duplicate
- SAP CRM discontinued
- NetSuite ERP
- Zoho CRM
- Pipedrive
- Slack
- SurveyMonkey
- Twilio Segment
- Mixpanel
- Google Analytics
- Zendesk 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 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
| 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
(447)Attribute Ratings
Reviews
(1-25 of 222)Companies can't remove reviews or game the system. Here's why
December 05, 2023
Social and Spot Risk before it overtakes you!
- 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
December 04, 2023
Gainsight CS - Still the best CSM Tool Out There
- Logging activities
- Dashboards on usage
- Dashboards on personal activities relating to accounts
- Looking for more integrations into Chat tools to log Chat activities
- Gainsight Assist plug-in seems to break regularly
- Sometimes it runs slow
September 26, 2023
Strategic Services review of GS
- C360 view of an account
- Reporting
- Playbooks
- Being able to see things at a glance, allowing me to make informed decisions quickly
- The timeline allows me to look at the experience a customer has had with us over their life time
September 26, 2023
Gainsight: A Robust and Customizable Platform & Great Partners to Help you Drive Success
- 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
September 21, 2023
Great Tool for Customer Success
- 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
September 20, 2023
Gainsight is worth all the hype.
- 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 )
September 20, 2023
Highly Recommend Gainsight for all CS Organizations!
- 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.
September 18, 2023
The gold standard of CS platforms.
- 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.
September 18, 2023
Gainsight is the CS Tool that I would Recommend for any organization looking to improve automation.
- 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.
September 01, 2023
Gainsight is the future of customer success
- 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.
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
- 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!
June 30, 2022
Success with Gainsight
- 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.
September 29, 2021
Helpful for understanding customers and gauge their health
- A wide variety of data is available in one place
- The data can be used to gain additional insight into our customer base
- The metrics are accurate
- The interface could be a bit more intuitive
April 25, 2021
Gainsight for Customer Success!
- 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
February 18, 2020
A good way to help your organization see more with your customers
- Call to actions.
- Timeline events.
- Actual customer success execution.
- Rules engine is a bit clunky.
January 14, 2020
Just honest.
- Helps scale and operationalize success
- Improve costumer attention
- Shorter loading time
- Change theme functions would be a nice add on
January 08, 2020
Gainsight - The Best Way to Organize Customer Success Teams
- Customized alerts directly to your email
- Incredible reporting/graphs to show customers usage breakdowns
- Load time of reporting can be slow based on how large of a data set you are pulling
January 08, 2020
Gaining true Insights into your Business.
- 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!!
- 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.
December 03, 2019
Gainsight -- We really like you
- 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.
October 28, 2019
Gainsight an Asset for Scaling CSM Team
- 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.
October 23, 2019
A great tool for scaling your Success organization.
- 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.
- 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.
October 22, 2019
Finally a product built by company that understands CSMs
- C360 - Account dashboard providing the complete health of a customer
- CTAs - Call to action triggers on customers relevant to a particular situation during the lifecycle or a risk arising in the client journey.
- Success Plans - Build a consolidated program based on tasks to make a clients journey successful
- Configuration of the tool can be tricky and not so obvious.
October 22, 2019
Good CS Platform
- Reporting
- Automation
- Customer Insights
- Reporting across multiple objects in SFDC
- Ease of automated processes