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…
Gainsight CS - Still the best CSM Tool Out There
Strategic Services review of GS
Gainsight: A Robust and Customizable Platform & Great Partners to Help you Drive Success
Great Tool for Customer Success
Gainsight is worth all the hype.
Highly Recommend Gainsight for all CS Organizations!
The gold standard of CS platforms.
Gainsight is the CS Tool that I would Recommend for any organization looking to improve automation.
Gainsight is the future of customer success
Long time Gainsight CS user, and I'm still a fan years later!
Success with Gainsight
Helpful for understanding customers and gauge their health
Gainsight for Customer Success!
A good way to help your organization see more with your customers
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
- Integration with Salesforce.com (204)7.979%
- Automated workflow (208)7.979%
- Customer health scoring (210)7.070%
- Dashboards (212)6.767%
Reviewer Pros & Cons
Pricing
Subscription
$2,500
Entry-level set up fee?
- Setup fee required
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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.
- 7.1Role-based user permissions(164) Ratings
Permissions to perform actions or access or modify data are assigned to roles, which are then assigned to users, reducing complexity of administration.
Platform & Infrastructure
Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.
- 6.9API(122) Ratings
An API (application programming interface) provides a standard programming interface for connecting third-party systems to the software for data creation, access, updating and/or deletion.
- 7.9Integration with Salesforce.com(204) Ratings
The software can integrate with Salesforce.com bi-directionally, allowing for data syncs, activity alerts, campaign triggers, enhanced reporting, and lead assigning.
- 7.7Integration with Marketo(49) Ratings
The software can integrate with Marketo bi-directionally, allowing for data syncs, activity alerts, campaign triggers, and enhanced reporting.
- 8.2Integration with Eloqua(19) Ratings
The software can integrate with Eloqua bi-directionally, allowing for data syncs, activity alerts, campaign triggers, and enhanced reporting.
Customer Data Extraction / Integration
Customer data extraction / integration
- 8.5Product usage(194) Ratings
The software integrates with your application to track how customers are using your product.
- 5.2Help desk / support tickets(165) Ratings
The software integrates with your support desk and call center systems to track each customer’s support needs and activities.
Customer Success Management
Customer Success Management
- 7.9NPS surveys(170) Ratings
The software facilitates the creation and execution of NPS (net promoter score) surveys, and integrates the results within each customer’s profile.
- 4.6Sponsor tracking(160) Ratings
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.
- 6.2Customer profiles(194) Ratings
The software unifies and presents all customer data in one place, so customer success managers can track the health of each of their customers.
- 7.9Automated workflow(208) Ratings
The software allows you to set up automated actions, alerts or tasks to be triggered by particular changes in customer data.
- 5.1Internal collaboration(195) Ratings
The software allows members of your team to communicate and leave notes about any customer issues.
- 7Customer health scoring(210) Ratings
The software allows you to build rules for scoring customer health based on customer data and actions, much like lead scoring for marketing.
- 5.2Customer segmentation(177) Ratings
The software allows you to segment customers by particular attributes, e.g., onboarding customers vs. legacy customers.
CSM Reporting & Analytics
Reporting & Analytics specific to customer success management
- 6.9Customer health trends(197) Ratings
The software allows executives to view customer health trends over time.
- 7.1Engagement analytics(174) Ratings
The software allows you to track and report on how your customer base overall is using your product to surface insights such as how feature adoption correlates with customer retention.
- 7.9Revenue forecasting(107) Ratings
Based on customer health trends, churn rates, etc., the software can predict revenue.
- 6.7Dashboards(212) Ratings
Users can create, customize and share dashboards, which provide an overview of the most important metrics.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
What is Gainsight CS?
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
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
(446)Attribute Ratings
Reviews
(1-25 of 165)Gainsight is worth all the hype.
We now use data to drive customer interactions, orchestrate journeys based on customer segments, and can proactively monitor risk or buying signs.
Gainsight has also replaced our old surveying tools, to allow us to run a more holistic VOC program.
- 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 )
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.
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.
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.
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.
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
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.
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
As a CSM, you are constantly context switching between customers and it can become hard to keep track of your most recent interactions/where each customer stands in regards to product usage. Gainsight solves this problem. Both departments (sales & customer success) can benefit from the reporting suites and alerts in Gainsight.
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.
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.
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.
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.
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.
Good CS Platform
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.
- Reporting
- Automation
- Customer Insights
- Reporting across multiple objects in SFDC
- Ease of automated processes
A premier option among CS tools
- The layout is intuitive and easy to customize what data you want to display.
- Easy to assign different plays as needed.
- Insights can be gained at a glance by outside users within the organization.
- Very customizable but it takes a long time to configure things to a useable level for us.
- The email automation has to be connected to particular playbooks which limits how much we can use it.
- Movement within the app is a little slower than I would like.
A Must Have for any Customer Success Organization (and more)
- Ease of note-taking/activity updates for customers; being able to assign action items directly within the platform.
- Surveys with in-box NPS features. Surveys are very easy to create and choose contact lists from, and very straight-forward to configure.
- Configurability by an administrator to make Gainsight beneficial not just to a CS organization, but for cross-functional players as well.
- Connectors between Gainsight and s3 can be a little iffy sometimes and cause false ingest failures.
- More configuration for alerts when CTA's get triggered. It could be more in-depth for specific CTA Types/Reason codes etc.
Not sure how we managed accounts without Gainsight
- Timeline - love that you can see all of the activities that happen on an account in sequence. This has been extremely helpful as we onboard new folks into new portfolios.
- CTAs - when dealing with clients there are so many things you need to track or deliver upon. When we were able to get our teams to fully utilize CTAs and Cockpit. It has changed how they manage their accounts for the better.
- Success Plans - in full transparency we're not using these currently but we're about to start. We plan to use these internally as account plans and then also externally with our clients (joint strategic plans).
- Onboarding - since we were an early adopter we weren't properly on-boarded because they hadn't built out a process. This is no longer a con because I've heard from other colleagues who have implemented Gainsight somewhere else and they were properly on-boarded.
- They're growing so fast that people are moving all over the place. We feel like we've had to help train their team on our implementation and our overall needs.
- More frequent engagement with our account team.
Gainsight made my job so much easier.
- Allowing for customized 'calls to action'
- Providing a lot of information about clients in one shared online platform
- Sitting on top of Salesforce so that all of the data can be seamlessly transfered
- More differentiation between 'calls to action' and timeline entries
- More options for fields in the subscription info
- Doesn't provide visibility to Salesforce users so there is a disconnect with the sales team
Gain efficiency with Gainsight
- C360 page: all the information about a customer is one place that is easy to read and customize as needed. Allows CSMs to prep for calls within minutes as well bring other team members up to speed quickly.
- Timeline: quick and easy way to create, search and edit notes about the customer. These are easy to share with other teams and create different categories for quick searching and reporting.
- Sally bot: a quick and easy way to get customer information without navigating Gainsight. Great to use on the go, especially through the Slack bot and new Gainsight app.
- Reporting is good, but remains confusing and requires an admin to really navigate instead of end users being able to use
- Sharing: getting other teams access to the C360 page has been difficult without a full license.
- Journey Orchestrator can handle most emails, but the HTML functionality could be easier to navigate.
Best product for CS, with room to improve.
- Quickly deliver mid-level client insights.
- Generate tasks for users based on client events.
- More customization on a user-by-user level.
- Easier tools for building reports.
- More reliable rules engines means reports are less likely to fail.
Use your Brainsight, get Gainsight
- 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
- Gainsight is massively flexible and can be configured to do almost anything with the Rules Engine and being built on the Salesforce platform.
- The team at Gainsight is amazing, super helpful and will always make time to help improve and achieve the goals of the implementation.
- The community, documentation and support are all quite mature and provide a lot of resources to understand a complex system with many features.
- Along with the flexibility, the complexity of implementing and thus the learning curve is quite high.
- Some Admin functions could be made more user-friendly with some simple UI tweaks, for example changing 'Subtract N+7 days' to 'In the last week'.
- Could also use more consistency across the UI, for example sometimes you hit 'Save', other times you just close the window etc.
A powerful tool to build a CS division
- CS Management dashboards.
- Customer lifecycle.
- Customer health.
- Slow load times.
- It takes a large number of clicks to get into the main work screens.
Gainsight is Gold
- Admins can create reports easier in Gainsight than they can in SFDC -- the ability to spin up ad-hoc reports is critical, and the ability to do this easily is wonderful.
- My Customer Outcomes Manager at Gainsight is incredibly reliable, and responds promptly.
- The features that Gainsight focuses on releasing/creating bring value, and resonate well with CS teams.
- Though it can do a lot, sometimes the execution of something is extremely technical and requires a lot of steps-- thank goodness for my COM!
- More help articles would not hurt.
Gainsight & Salesforce go hand and hand!
Our primary drivers for adopting & using Gainsight are:
- Customer source of truth with a record of customer history
- Consistent customer experience across CSMs & Implementation Specialists
- Risk identification & management
- Customer marketing
- Lifecycle management
- Reduced time to onboard new staff
- Reduced time to first value
- Customer source of truth: the C360 view of the customer is unparalleled. It gives our CSMs a true view of everything going on with the account in one place. Getting ready for client meetings is much easier when there's only one place you need to look!
- Salesforce Integration: if you're using SFDC as your CRM, Gainsight is a no brainer! Our sales organization has a quick view of what's going on with the customer in the widget and on the other end, our CSMs have a view of what's going on in terms of expansions via opportunity records surfaced in the C360.
- Information Surfacing: Gainsight is great at surfacing the information you need in a JIT fashion via CTAs & linked objects.
- Zendesk Integration: Zendesk integration is extremely rigid and hard to customize. We have struggled to properly surface our customer support tickets in Gainsight.
- Release communications: I've been caught off guard by pages totally redone with no warning and no explanation of the new workflows of those pages (particularly in Administration).
- There is a dedicated CSM team with a 1:1 assignment of accounts.
- More mature CS organization with defined processes for your CSM team.
Less appropriate:
- There is a services fulfillment team that does not have access to Salesforce—the lack of direct integrations with other tools makes it hard to communicate with other teams.
- Less mature CS organization with no real processes defined.
Number 1 customer success platform!
- Customer health
- Tech touch
- Best practice
- Recording of customer engagements
- Enhancing their Timeline functionality which supports real life use cases such as pulling in open CTAs to a new timeline entry when recording a meeting with a customer.
- Further enhances the ability to add comments and tag people in sub CTAs similar to what you see in the overall CTA.
- Journey orchestrator emails to have the ability to output tabular reports.