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
Compare with
Reviews and Ratings
(446)Attribute Ratings
Reviews
(101-125 of 222)Gain Sight on Client Data with Gainsight!
- 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 is the only way to go!
- Implementation
- CTA Tasks
- LinkedIn
- I don't see any features that need improvement.
Vice President, Customer Success
- 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: Baby is crawling already at 3 months
- 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.
More power than we were ready for
- 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 not well suited for cases where customer data is lacking or particularly dirty, or for very small teams without administrative support.
Enterprise customer success manager
- Timeline feature
- Scorecard feature
- Dashboard
- The ability to CC Gainsight on emails
Gainsight-- Important Investment!
- 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
Gainsight — Makes My OCD SO Happy
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.
Gainsight - Great for Operationalizing Customer Lifecycle
- 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 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.
My learning curve with Gainsight
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.
Great for managing a large book of business!
- 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
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
Gainsight helpful for both Services and Sales organization
- 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 worth its weight in gold
- 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.
Gainsight or Bust
- 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.
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
A CSM's dream tool
- 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.
Less suited- data inaccuracy on our side, difficult to bring data in from different sources
Great Tool
- 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
Customer Success that SCALES with Gainsight
- 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)
Gainsight is on the Pulse of our Customer Success!
- 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.
- 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 your contact records are not clean or attached to your customers correctly in Salesforce, its mass communications tools will be less effective.
Really enjoy working with Gainsight
- 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.
Gainsight: Nothing on the market is comparable!
- 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.
Client Success has a new name and it's called Gainsight.
- 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.
Increase team efficiency and customer contact with Gainsight!
- 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.
Gainsight Review
- 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
My Insight into Gainsight - First Impressions
- 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!
- 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.