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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 (204)
    7.9
    79%
  • Automated workflow (208)
    7.9
    79%
  • Customer health scoring (210)
    7.0
    70%
  • Dashboards (212)
    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 8.6

Platform & Infrastructure

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

7.7
Avg 8.5

Customer Data Extraction / Integration

Customer data extraction / integration

6.8
Avg 8.6

Customer Success Management

Customer Success Management

6.3
Avg 8.2

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7.2
Avg 8.1
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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

(446)

Attribute Ratings

Reviews

(101-125 of 222)
Companies can't remove reviews or game the system. Here's why
Mikael Braun | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We will be using Gainsight as our main CS hub. It's compatibility with our existing systems such as Salesforce is off the charts. The layout and ease of use, getting all the data in one click for all our clients make the decision to run with Gainsight a "no brainer!"
  • Integration of Salesforce data
  • Live and accurate client health scores
  • Great task management per account with checklists
  • Theme selection, colors and backrround color selection
  • Touch friendly App style access with all the desktop web portal functionality
Gainsight will help us replace three other softwares and a ton of manual processes. Our CS department will be living in this software every minute to achieve the best results and provide the best Client Journey through every lifecycle stage.
Matthew Lugo | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Gainsight has been a great help to our organization. Implementation of each new customer has been so smooth. I really like how easy it is to be very clear about each task that needs to be performed for the customer lifecycle. There's tons of add-on's that also add so much value to it. I highly recommend it!
  • Implementation
  • CTA Tasks
  • LinkedIn
  • I don't see any features that need improvement.
Gainsight is amazing for when you are onboarding a new CSM/customer and you need to keep track of each stage/milestone. It's made my life super easy when I handle account management and I love love it.
Meredith Blanchar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Gainsight is used primarily by the Customer Success and Services organization to gather information and analytics from our customers, identifying risks and opportunities, and ultimately allow both organizations to scale.
  • Customer 360 View. Gainsight provides a holistic view of elements of customer health including risk, adoption, advocacy, engagement, etc.
  • Customer Communication. Gainsight has a great communication engine allowing us to ensure customers receive the right message at the right time.
  • Customer Lifecycle Management.
  • The reporting functionality is not as robust as it could be.
Gainsight is well suited for a CSM team looking to identify trends across their customer base in terms of adoption, concerns, and risks. Ultimately it becomes a scalability lever.
Jason Knape | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Gainsight is being used by our customer success organization, formerly professional services, as well as executive leaders of all departments. We currently use Gainsight to consolidate all information regarding our customers and we are working in the Calls to Action so that we have more streamlined plays and timeline.
  • Customer 360 when properly provided with accurate data is a huge window into the account when executives hear something about the account and they can just login to see.
  • Timeline feature is great.
  • We are very excited to use automated CTAs so that our CSMs now can deal with what needs to be done now versus looking for what needs to be done now.
  • Documentation on Support is outdated.
  • It would be good to have more best practices published in vault and community. Too many times we are having to engage our COM when we would like to be self-serve.
Gainsight is a great place to combine all information about the customer. The real advantage comes into play when you use automated CTAs and combining with usage data. If you do not have usage data, you can still use it but you should push your organization to get this ASAP.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Our Customer Success team uses Gainsight to track customer health and their day-to-day activities with customers. We have built playbooks in the tool to address specific needs, specifically around risk mitigation. We are just starting to share more visibility into our Gainsight data with the Sales Field as well. In summary, Gainsight allows us to track and manage customer health, address churn risks, and increase visibility internally to the health of our customers.
  • Flexibility in constructing Customer Health Scores: from data sources, to rule-building and score weighting, etc.
  • Providing structure for the Customer Success team to track day-to-day activities: both system-prompted based on data, and manually-created.
  • Simple high-level reporting for management and executives.
  • Robust community of users sharing best practices, ideas and collectively solving problems.
  • We need to better capture what individual stakeholders at a company care about so we can manage to that. Gainsight doesn't currently provide a way to track specific goals for individual contacts, but all goals/objectives are at the company level.
  • Gainsight doesn't provide an easy way to share dashboards/reports with executives and leadership via email.
  • The implementation was a little rocky. The Success Express workshop wasn't structured in a way to allow us to get maximum benefit, and our Project Manager throughout implementation often struggled to find solutions and ideas for us.
Gainsight is well suited if you have a strong admin who can manage the instance and get it set up. It's great for teams with traditional Customer Success and Account Management functions, and where supporting data on customers is relatively complete and clean.

Gainsight is not well suited for cases where customer data is lacking or particularly dirty, or for very small teams without administrative support.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
It is being used across the whole organization and solves countless business problems such as additional insight into customer's environment and experience with the use of the dashboard and the features we can choose to have implemented. It is a huge source of knowledge and consistently keeps us organized.
  • Timeline feature
  • Scorecard feature
  • Dashboard
  • The ability to CC Gainsight on emails
Best suited for all teams regardless of the frequency of customer interactions. Perfect for ensuring the entire team has a view into individual contributions.
Score 9 out of 10
Vetted Review
Verified User
Gainsight is being used by our Customer Success team on a daily basis. It helps simplify workflows, managing day-to-day tasks and activities, as well as addressing one of our top priorities-- renewals.
  • Manage risks very seamlessly
  • Demonstrate value to our end users in terms of ROI through dynamic data
  • Manage expansion opportunities
  • Rules engine has some limitations in terms of bionic rules
  • Being more diverse in the way Scorecards are determined/ created-- i.e. through MDA
From an internal perspective, Gainsight is very useful for training and onboarding. Accounts are transferred from one CSM to another without anything being slipped through the cracks. For example, through the Timeline activity, all records of calls, emails, updates, etc. are notated within the account demonstrating visibility/ health of the account very clearly to the new CSM.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Gainsight is used by the customer success arm of our sales team exclusively.

It solves account tracking, account related to-dos, and helps us be uber organized about client success functions and follow up.
  • Action Items — Makes it really clear which accounts have to-do's, let's you set due dates on these, allows organization to push standard CTAs associated with account on-boarding, check-ins, etc.
  • Note taking! I am obsessed with Timeline. Allows me to log account updates, important email exchanges, call notes and other general account good-to knows and also create tasks based on each.
  • There may be something in our team's instance of GS that auto prompts 'Closed as Incomplete' at the main CTA level when you close too many playbook tasks and then the main CTA at the same time. Again, this may be settings.
  • As much as I love Timeline, the formatting can sometimes be very off. Especially if you're copying and pasting content into Timeline.
  • It would be great to be able to co-create Timeline entries. Myself and my CSM partner will often times take notes on the same call, so its duplication.
  • Would be great to be able to @mention someone in Timeline.
Really great for CSM teams. Keeps you uber organized and all of your account related data (basically) in one place. Makes it very easy to scale one internal process.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Gainsight is currently used by our Customer Success team(s) and our Customer Marketing team. Gainsight allows us to operationalize our customer lifecycle by enabling us to define key touchpoints and assign tasks to CSMs as well as segment and automation lifecycle communication.
  • Integration with Salesforce to allow our teams to follow-up based on activity and renewal history and easily update Salesforce records
  • Reports that give a quick glance at renewal pipelines and account performance
  • Segment customer email campaigns based on account activity and history
  • Co-pilot (email) reporting
  • Email builder and template creation
  • Email assist feature (playbook creation)
Gainsight is well-suited for large teams that work based on a lifecycle or renewal model and have clean/accurate CRM data.

Gainsight is not well-suited for teams that have irregular check-in schedules with their customers, or do not have clean and accurate data which to built the Gainsight environment around.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
It is being used by the Customer Success Management team.
It helps us to scale in a way processes are robust. We are utilizing same methodology to manage all accounts, get us aware of customers at risk, get the work of the CSM day to day much more organized, provide the manager the needed visibility of customer tied to a team/ region/ other specific metrics.
  • Views of accounts that it makes it easy to track - for example - manage accounts to be renewed this quarter/ accounts to be renewed next quarter/ New customers that are on boarding etc.
  • Account 360 - detailed area where I can view all information required per account.
  • Timeline - capability that you can utilize to log in quickly any type of activity done with the customer - so you can track history.
  • Views are not always adjusting to screens - makes it super not user friendly to use it.
  • When view is even smaller than the screen, you get the view on 2/3 of the screen rather than adjusting for full screen.
  • You are not being able to add comments to a specific account, when you are on one of the views.
  • You must go into the account 360 and add your comments.
  • Very time consuming.
  • Too many clicks when you deal with CTA - makes it unusable.
Well suited where all your CSMs need to follow same flows and there is not a lot of diversity on the day to day operation from one CSM to another.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Gainsight is primarily used by the Customer Success team, however other teams are increasingly utilizing the platform--and the information that we collect is used throughout the organization. We leverage Gainsight as our central dashboard (within Salesforce) to track and manage our customers--including our interactions, their use of our product, feature requests, relationship notes, and more. This level of detail is helpful both for executive visibility, as well as information that others can refer to in getting up to speed on a new account or understanding trends across our account-base.
  • Provides turnkey analytics on customer usage of our products.
  • Alerts when usage has dropped
  • Manages NPS surveys and responses
  • Timeline for tracking activities & cockpit for task management
  • Sponsor tracking doesn't work properly
  • Somewhat manual (requires a lot of inputs directly from users--and setup on backend)
  • Date range on usage reports (can only change greater than or less than)--and need to update when you pivot to a new report
Gainsight is great for tracking call/interaction notes (would be great if you could edit a call to an interaction w/o having to delete).

It's helpful in preparing for business reviews or checkpoints with customers; proving out the value of our relationship & showing the progression of account health.

The Gainsight Sally Slack integration is good for execs but not many other uses
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Gainsight is being used to track and manage our customers. Our Partner Services organization uses Gainsight to see both product adoption and health measures for our customers. From a Sales perspective we use Gainsight to snapshot important data and metrics on a daily basis which we could not do with Salesforce alone.
  • Capture important historical data daily with MDA tables
  • Create reports and dashboards quickly
  • Great user interface
  • Additional options for visualizing data in reports
  • More documentation on building and updating MDA tables
  • More chart types for dashboards
Gainsight is great for tracking data historically for our sales team, both as a team and by individual rep. It's very easy and intuitive to segment data by region or team and the data is very easy to export for manipulation in excel. Individually for sales people (with a company of our size) it does not make sense for the reps to be using Gainsight on a daily basis, but it's easy for them to sync with our partner success team to look at any necessary info.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We launched Gainsight in our Client Success department and due to the success that we had, it has spread like wildfire across the organization. We then rolled it out to our Account Management, Implementation, Support and Sales teams, as well as at the ELT level. It helps us to proactively manage our accounts.
  • Beautiful interface -- really take the mundane, heavy-scrolling of Salesforce and puts it into an easy to use and read interface.
  • Customization of reports and dashboards -- makes it easy to look at reports every morning.
  • CTAs -- helps our team members proactively manage their time.
  • Not much, Gainsight really thinks about every facet of their program, releasing new items each quarter to help their users.
Well-suited for account management and client success teams, especially items that can be assisted with co-pilot or automated emails. Really helps to keep team members in line to provide a similar experience to each customer. We love the sponsor tracker as it helps us bring a new level to the business/client relationship.
October 31, 2017

Gainsight or Bust

Candace Wallace | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Gainsight is being utilized across multiple functions of our business: Client Success, Support, Implementation & Migrations, Account Management, Finance, and Operations Leadership. Our initial decisions to purchase were based on improving retention of our client base, but it has quickly expanded to many other use cases. It provides standardized work flows for Client Success Managers, reporting and dashboards for leadership, a vehicle for client success qualified leads and qualified advocacy, NPS and CSAT delivery and tracking, automated lead generation for account management based off product use and account details, a more thorough client health model, and so much more. We had many of the above listed areas in place already, but Gainsight really helped to enhance and improve our results and efficiencies.
  • Standardized CSM workflows is very key. It puts process and science to a role that has historically acted more like an art form. Every can now have the same reaction process for key activities with our clients.
  • NPS and CSAT. We historically ran this through other tools, but we have been blown away by the increase in response rates by utilizing Gainsight, along with our abilities to automate reactions to those scores provided by clients. I can't say enough good things about this part of the tool.
  • Client Health Scoring: we refer to our Gainsight version as Client Health 2.0 internally. We had a pretty basic model that stretched across all reached of our business, but that's just it...it was basic. Gainsight allowed us to easily tie together data that was nearly impossible with just SFDC without significant development efforts on our end. We also went the route of pulling all data from our applications to start watching the trending behind the scenes for other leading indicators. Our teams now have watch on a couple hundred variables that we previously had no insight into with relation to churn. It requires the most effort and planning for a business to implement, but the rewards are 100% worth it. We doubled the effectiveness of our predictive model, and we rely on this data across everything from client care, to sales, to finance, to renewals, to marketing, and so on.
  • The only areas I would like to see adjusted would be around dashboards and reporting. I considered myself an expert in building reports and dashboards in SFDC, and I now rely on our Gainsight administrator for everything in Gainsight. Perhaps consider some basic options for individual users to more easily create their own.
Well Suited Areas: client success teams, account management teams, basic customer marketing, lead generation based off of very specific behaviors/data points

Less Appropriate areas: full-on marketing/lead generation. I have found that it's a great supplement to our marketing efforts, but would not recommend someone to use it for everything is you are supporting a large customer base
October 27, 2017

A CSM's dream tool

Karen Tonch | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Gainsight is used across business units. It helps the CSMs be proactive and manage their accounts.
  • Continually improves the platform.
  • Energy flowing conferences.
  • Services team really helped with setup and issues.
  • Better high-level reporting for Directors. We have a lot of relationship offerings and there are limits.
  • Expensive for licenses.
  • Dashboard permissions are tough. Need to have them in groups so I don't have to add each person to each dashboard. We have a lot of dashboards.
Well suited- love timeline, custom reports, dashboards, email assist
Less suited- data inaccuracy on our side, difficult to bring data in from different sources
October 26, 2017

Great Tool

Score 9 out of 10
Vetted Review
Verified User
Incentivized
Gainsight is primarily used by the onboarding and account management teams who work with existing customers. It helps identify risk for potential churn and help retain customers.
  • Provides organization of my portfolio
  • Helps identify risk and changes within the account that help me be more proactive in reaching out to my customers
  • Dashboards to see how my and team and I are performing
  • Better email sending tools
  • Does not always sync correct data from other platforms
  • Updating the scorecards is finicky
Great for managing a portfolio and day-to-day operations. Really easy to create CTAs and follow-ups to stay on top of customer communication. Not a very good email sending/tracking system.
Ted Malley | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Gainsight in Customer Success and our Base Sales organization as well as Technical Account Management in support. Key functions are risk management, CTA's around support escalations and pulling all of our client sources into a single dashboard.
  • Forces you to standardize your playbook and setup CTA's to execute common plays
  • Aggregates multiple sources of client information into a single dashboard
  • Grows our Customer Success team using latest trends in the industry
  • Wished it would handle my reference process instead of a 3rd party app.
  • Would love for it to handle advocacy (i.e. Intuitive)
New CSM team forming, new players, need to standardize behavior quickly. Need to provide simple metrics for executive dashboard.
Steven Doty | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Gainsight is used by our Enterprise and Education team to more effectively manage and mitigate risk with our client base. We use it to analyse NPS scores, contact frequency, account value and numerous other metrics, and drive renewals with automated mass communications regarding account health, product usage, client satisfaction and more. The tool has helped us better focus on risk in our customer base by building out a scorecard that accurately captures the overall health of individual clients and entire verticals.
  • Gainsight excels at building an effective framework for the CSM to more efficiently interact with clients. We were able to significantly increase the number of clients per CSM with the help of the platform.
  • Gainsight helps to produce meaningful datasets that the Administrators can use to create dashboards for the business and for individual users to plan their days at a glance.
  • Gainsight provides an incredible automation platform to manage and move data around in the Salesforce instance, to build meaningful automated task assignment, merge and pivot complex datasets, and build out meaningful client metrics.
  • Gainsight's Rules Engine grows more powerful and capable over time but has become more complex and unintuitive to use.
  • The mass communications platform has become our primary choice due to the native Salesforce functionality it offers, but survey functionality still has room to grow to allow for better forking of questions and translation of UI options, which would improve ease of use.
  • Gainsight has much room for improvement in the area of consulting meaningfully with clients on best implementations in given industries and sectors. They could do a better job by focusing on bucketing customers and thoughtfully designing industry-specific approaches rather than providing a very basic setup and letting clients struggle to build an effective platform from there.
Gainsight works best if your organization:
  • Uses Salesforce effectively and correctly
  • Understands what client metrics best affect renewals
  • Has built an integration to aggregate that data and push it to Salesforce or another data platform already and correlate it with Salesforce records
If you do not know any leading indicators for churn/renewal or lack access to usage data for your clients, you will not benefit as much from the risk mitigation functions in Gainsight.

If your contact records are not clean or attached to your customers correctly in Salesforce, its mass communications tools will be less effective.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Gainsight across our Client Services teams within our Revenue division. We use Gainsight as our primary account management software so that our team has visibility into what's happening within their accounts. We also use Gainsight as our primary net promoter score administration tool.
  • As our net promoter score administration tool, we're able to easily distribute our surveys to relevant customers on a regular cadence, get immediate visibility into their feedback when a response has been given, and easily alert our relevant teams about the feedback so they can close the loop on the feedback.
  • The Gainsight scorecard has helped us to proactively manage the risky accounts in our book in a way that was super manual previously. These scorecards provide visibility to all of our team leads up through leadership, so they can easily evaluate the health and risk of our accounts and therefore better forecast the business and/or take action on risky accounts.
  • The Gainsight Cockpit/Calls-To-Action have helped organize our account managers' workload on a regular basis, providing them with a set of to-dos within accounts and alerts them of information that they may not have been proactively managing previously.
  • In regards to the distribution of emails from their outreach and email assist functions, we find that a percentage of our emails are getting blocked by our clients firewalls and/or are showing up in the spam of customers.
  • Because Gainsight lives on top of the Force.com platform for us, we find that the loading times of the pages can sometimes take awhile. This may lead to time-outs and/or error messages on some occasions.
I think Gainsight as a software for account management teams is fantastic. It really helps provide organization for them and a single UI to access a lot of disparate information that may be stored in other systems. In order for it to work effectively though, I think you need to have a full-time resource managing the application and buy-in from IT/engineering resources who can help pull in the relevant usage data.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We currently use Gainsight primarily for our customer success team. We have recently rolled out the use of our Gainsight Limited Licenses to a select group in our sales department as well to help build cross-functional relationships and collaboration with our customers. Recent feature releases have also allowed us to share information from within Gainsight to the executive team without having to purchase a seat.
  • Gainsight's ability to form quick and comprehensive health scoring, allows our CSMs to derive quick insights into their customers and allows them to prioritize their book of business.
  • Gainsight's Cockpit allows CSMs to stay organized with their upcoming and overdue tasks.
  • Dashboards and reporting allow for customization. This allows us to provide specific views for what each member of the team needs to see from executives, managers, or CSMs.
  • The reporting capabilities do not always support the level of detail we are looking to achieve. There are a lot of limitations when it comes to the number of fields you can pull in, which then limits the graphical options you have.
  • As an admin, there is quite a learning curve to implement and support Gainsight. It would be pretty difficult to roll out Gainsight without an admin in place. Either the implementation needs to be simplified or training resources need to be greatly improved.
Gainsight is well suited for companies who are looking to understand the state of their customers and to allow CSMs, managers, sales, etc., to derive quick insights and get a better understanding of their state of retention and potential churn.
Colleen Fleming | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Gainsight to manage our client success. Our client success managers use Gainsight to see usage data of their clients for our products. This helps them see where improvements are needed and where successes are happening. Our account managers use Gainsight to manage our renewal process as well as add-on sales. We also have our professional services team using Gainsight throughout the implementation process for new clients. Using Gainsight the way we do leads to our clients being successful in their use of our products as well as growing and strengthening our relationship with that client. Our client's success and happiness are extremely important to us and Gainsight helps us manage and measure that happiness and success.
  • Gainsight provides the availability of bringing in product usage data so that we can use that data to trigger actions such a touch points and follow ups between us and the client.
  • Gainsight provides to ability to create a scorecard for client health. This incorporates the data we have coming in from our product as well as data we already have within Salesforce and use this to provide a grade for specific measures that all add up to an overall client health score. This functionality has had a large impact for our organization.
  • Gainsight has great customer support. When you are with Gainsight you have the chance to have a Client Success Manager as well as a dedicated Support Representative. This is awesome because your Client Success Manager helps you with the bigger pictures and addressing the business problems you want solved and your dedicated support rep helps you along the road with any technical support you need (which they learn about what you do and the way you use the system so over time they are even better at helping answer your unique questions).
  • Gainsight is always releasing great updates and new product features. When updates and features do come out you can tell that they are thought through but sometimes wish they were a little more robust. It is understood that it does take time for these features to become more robust and Gainsight is really great on listening to customer feedback so needs are typically met at some point.
Gainsight is a client success tool. If you are a growing company or even a well established company Gainsight is a great way to get an even deeper understanding of how your clients are using your product or service and how you can guide them on an even more successful path.
Donna Kumar | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Gainsight is currently used by our Customer Success Team to streamline the management of assigned accounts. We have more than 100 accounts assigned to each CSM and Gainsight helps us keep our contact on point.
  • The dashboards help me to know where I am in the lifecycle of my accounts and also brings to light in a nice visual way any accounts experiencing risk factors so that I can delve in and address any issues.
  • The CTAs (Call to Action) task list is key in helping me stay on top of my accounts.
  • I love the ability to easily send emails directly from CTAs. This really streamlines the workflow.
  • Integration with SalesForce is key and brings timeline items to the forefront for others within our organization.
  • The ability to easily generate reports of captured data would be nice.
If you're noticing a lot of churn with your customer base or if you just need to get a better handle on how you communicate with your customers (and sometimes when you communicate with them), Gainsight can help.
October 03, 2017

Gainsight Review

Berin Bezmen | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
It is being used by our success and account management team to track client usage and adoption but also to track our overall renewals and upsells.
  • Health scoring
  • Identifying red flags early on through automated CTAs
  • Insight into customer usage and adoption
  • More bidirectional sync between Salesforce and gainsight
  • Calculations in reporting
Understanding the health of an account
Jessica Hall | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Our Client Success team utilizes Gainsight to aid in the management of their customers. It provides insight into their history, business goals, feature adoption, etc. Our consultants love the email functionality in Gainsight that helps them pinpoint who to reach out to and what to say through their cockpits, CTAs and email assist.
  • Gainsight has great support! We love the relationship we have with our CSM at Gainsight, as well as access to their support team, online knowledge base, and their Community.
  • We love the Rules Engine and how we can customize Gainsight to work for us. We have built rules that comb through our customer accounts and usage to give us great things to reach out to about them. We can customize email templates based on these rules and create efficiency for our consultants.
  • The concept behind Success Plans - we're all about it! We like that Gainsight offers a way to track a plan being created and customized for our customer base. We tailor them and let our consultants tweak them further based on their relationships.
  • Reporting - we have faced limitations and trouble implementing reports. They aren't user friendly and can't be edited easily by users who are looking to access their own reports.
  • The product is powerful which makes it difficult to learn. Since it's so robust, their is a learning curve for sure!
It's great for a team that is FOCUSED on supporting the goals & overall success of a customer. It helps for those who are looking to build strategic & proactive relationships, not necessarily focused 100% on sales and also not 100% reactive support.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Our CS team, including VP of CS, uses Gainsight happily. The biggest pain point that was resolved by Gainsight is account management in terms of (1) reacting on different changes in customer's life (2) capturing lifecycle events on time (like QBRs, pre-renewal meetings, EBRs, etc.).
  • Ease of data transition from internal sources to Gainsight through different connectors.
  • Smooth integration with SFDC data.
  • Very sound and powerful rule engine. From a CSM perspective - clear workspace (i.e. Cockpit).
  • Integrated outreach engine that Gainsight develops constantly.
  • Great Community!
  • Ability to pull data from Gainsight via API. Yes, it's possible to pull CSV files via bionic rules but the whole process isn't intuitive and still has limitations like no way how we can get text areas (timeline notes) from Gainsight.
  • Community is great but more detailed manuals (especially for those using relationships heavily) would be of such a great help. It's so difficult to find an answer for a particular question sometimes.
  • Huge dependency on SFDC admins.
Well, it's best suited when a CSM/AM BoB is [comprised of] more than 50 accounts. It's not so critical when one can keep in mind all her/his accounts and use other, less specified tools for managing their customers.
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