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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
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$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
- Downloadables
- 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
(176-200 of 222)Companies can't remove reviews or game the system. Here's why
May 13, 2016
Gainsight Review
Gainsight is being used across departments. It solves consistency of service and offers the ability for my team to scale.
- Dashboards
- Scorecard
- Team management
- UI
- Clunky mechanics navigating
- Overall ease of use
May 13, 2016
Early implementation already seeing value
We're still in the implementation process of Gainsight, so our use case is still a little more narrow than we'd like it to be. We're currently using Gainsight to send monthly NPS surveys to our customers, depending on their renewal date, a maximum of twice a year. We're also using the CTAs to manage our customers through their lifecycle, especially at the beginning of their relationship with us and through the renewal. The CTAs are also drawing attention to risk, especially around the passive cancelation of renewal. We're currently working on implementing our usage data and associated CTAs, and what I've seen so far has been very impressive.
- Being able to manage our customers renewals and be alerted of our customer's renewals has been really fantastic.
- NPS surveys, built on lists that we choose how we segment, has been really helpful.
- As a manager, I get great visibility into the turn-around of core job functions of my individual contributors.
- It's really hard to implement if you don't have clean, accessible data already. Even when you do have your data, learning how to configure your own rules in a reliable way is difficult.
- The UI leaves something to be desired, but I saw a preview of their 5.0 UI today and think that'll improve quite a bit in the near future.
- Licensing is a pain because it requires an SFDC admin to set it up, and no one on my team is an SFDC admin - we're left waiting for the help of Sales Ops.
Gainsight is being used by the customer success high level accounts across two service offerings. Currently supporting 100+ users with <2000 accounts. Goal was for a one stop shop for CuSM to access usage data and scale to automate CTAs and analytics findings.
- User interface.
- Dashboard visulaizations.
- Basic report building.
- Be able to do reporting across multiple tables/objects.
- Usage visualization view to see over time. Today this can only be seen when data is copied over to the Native SFDC stack and only visible in the usage graph which is not available in relationships.
- Segmented view based on user credentials.
May 13, 2016
Gainsight: No better choice!
Gainsight is used by customer success team across three product lines, various geographies. It helps CSMs by being mostly a one-stop-shop for the most critical info they need.
- Love that it is force.com; easy to grab info from Salesforce and other force.com apps.
- Easy to create reports for dashboards with no report building experience necessary.
- Easy for users to learn and use with minimal training.
- Gainsight is THE leader in the industry.
- We have had a bit of difficulty with data feeds, some self-inflicted, some due to the way data has to be structured to be used for reporting.
May 13, 2016
Gainisight Review After 2 Months of Use
It is being used by the customer success team for two primary resources: align best practices around processes across the customer lifecycle and to demonstrate value to customers through the use of health scores and usage tracking. We expect to start to utilize success plans as well, as our customers are high touch and require strategic alignment across marketing, sales, product and customer success to ensure we're meeting all of their needs.
- Being a leader in the CS space by innovating and bringing best practices to their customers allows groups like us not to have to be experts in CS but rather domain experts which we're best at. The help we have gotten in training and talking with execs at GS has helped how we think about our org.
- The onboarding presentations and homework were effective in making the implementation workshop, Gaisight Express very useful.
- Flexibility in rules engine.
- Training materials and guidance to roll out to users of gainsight not just the admins.
- More intuitive user design - some functions were hidden or not described in the tool but rather in the documentation leaving few folks really understanding what it does (like relationships or insights tabs).
May 13, 2016
Ridiculously happy!
Gainsight is currently being used by the customer success teams, addressing overall health, usage, and adoption. All CSMs use Gainsight in order to complete any calls to action, gap analysis, client trends and churn patterns and renewal probabilities. It has been helpful that our director has built out appropriate play books that coincide with either our many or high touch clients on a daily basis. Gainsight is our world daily!
- Playbooks and CTAs
- Pattern trends for both renewal and churn
- Trends in usage and likeliness of upsell
- Better documentation on Success Plans
- More office hours
- Updates on what is added into the Vault
May 12, 2016
Customer Success as a Tool
Gainsight is being used by my company to take a look at our current customer base and optimize. You are able to use the features to record success plans to help move your customer along in its journey. We also use gainsight to run our red account meetings. In these meetings we are able to give quick and actionable updates to other teams. We did this before in a deck format, and it was much clunkier and not as engaging. The new features coming out are helping customer success grow as a profession and industry.
- Call to Actions-- Able to create follow up items and tasks to keep you on track and remind you to stay on task with your customer.
- Being able to view your book of businesses by Rep or Business. Gives highlevel insights on a dashboard.
- Reporting is not as strong as SFDC.
- Must have licenses for each user.
- There are sometimes latency issues as it loads.
May 12, 2016
Streamline your day to day as a CSM!
Gainsight is primarily used by the customer success team. The executive team and sales team have access to the iFrame within Salesforce, and have the ability to look into the metrics of each account. It addresses visibility into the health of each customer, and allows the sales and executive team to fish for information about the account without having to reach out to the customer success team.
- Gainsight has a great user interface. It is easy to navigate and is very intuitive.
- Gainsight is a customer success tool made by CSMs for CSMs. The tools and workflow it offers are very much inline with what a customer success manager needs for their day to day life.
- Gainsight's cockpit is a great tool for CSMs to stay on track of their every day tasks. It give managers visibility into what their CSMs are doing on a regular basis.
- Creating tasks and switching dates in cockpit can be difficult.
- The customer's dashboard should be customizable for the individual CSM.
May 12, 2016
How Gainsight Helped Me Ramp!
Gainsight gives everyone visibility into customer health at any time. We're able to easily apply playbooks for recurring processes to always stay on track and be able to guide our customers throughout their lifecycle with clear next steps.
- Scorecards are a great way to assess the health of any given customer at any time.
- Success plans allow for CSMs to pick up accounts when being handed-off easily.
- Co-Pilot makes keeping up with customers automated and frees up CSMs' time throughout the day.
- Looking forward to being able to edit Event types after creating CTAs.
May 12, 2016
Dialed-In Customer Success
At ON24, we are aligning our business, processes, and workflows to get a laser focus on customer success. We are using Gainsight to provide a holistic view into customer health, adoption, utilization of our service, and most importantly as a vehicle for demonstrating ROI both "Up" and "Out" for our clients. The ability to make sure our clients are getting the most out of our service and being able to very quickly turn around and provide that information allows them to fight for adoption and expand our footprints in their business. Our goal is to provide them with the data based "ammo" to show "Up" the chain of business decision makers our value, and "Out" to their org structure how well they are doing. Gainsight is invaluable in allowing insight into the metrics we need to accomplish this. In addition, we are able to more easily handle the volume of clients that come from rapid expansion of our success. Gainsight in entwined in how we do our business.
Gainsight has also REALLY eased the relationships with our sales team. When they see the spot-on, relevant data it provides to help in their efforts for renewal and expansion, they realize that not only are we a resource, but a partner in their success as well!
Gainsight has also REALLY eased the relationships with our sales team. When they see the spot-on, relevant data it provides to help in their efforts for renewal and expansion, they realize that not only are we a resource, but a partner in their success as well!
- The calculation of health scores based on a highly tweakable rules engine makes spotting trouble points and wins super easy.
- The ability to store notes, client feedback, and Salesforce metrics has greatly increased the efficiency of our monthly CXO calls as we review hotspots and areas of interest.
- The CoPilot feature is AMAZING and is really allowing us to thoughtfully scale up our touch with the clients and control our messaging for consistent and smart client reach out.
- The insight provided in the dashboard has actually eased our CSM's workload, even with an expanding client portfolio. They can be smart and savvy about where they are spending time. They feel more excited about strategically doing their jobs as opposed to just putting out fires.
- Sometimes the processes for setting up dashboards and rules are a bit quirky. Not bad, but not always intuitive.
- We in particular need to have a reporting relationship based on SFDC contracts, not opportunities. At the point the contract is written we need Gainsight to take into account that the CSMs and the renewal team lives in contracts.
- Make report filtering save last filtering and not revert to default if I jump out of the page.
- Help my receding hairline through the dashboard.
May 12, 2016
Gainsight is key to being a successful CSA/M
As of today, Gainsight is primarily used in the customer success organization. We plan to roll it out to our sales team and then eventually to our partner network. Customer Success is a vital role of our company and Gainsight helps us keep up with over 3000 customers on a quarterly basis.
- Easy to use UX
- Cockpit is the best thing since sliced bread
- Rules engine
- I just attended the Gainsight roadmap and most of the features Karl talked about are ones I've been waiting for like the updated UX in the cockpit.
May 12, 2016
Keep a Pulse on your Customers!
Gainsight being used by our customer success department. It has been helpful in staying up to date with accounts and issues. I like how CTAs and emails can be automated so it saves a lot of time.
- User-friendly: Not very difficult to learn and use.
- Accurate overview of customer accounts across our customer success department. I like the dashboard and NPS views and reports.
- CTAs - there is a lot of room for error because CSMs often forget to checkmark the CTAs once they're finished.
- Slow loading time.
May 12, 2016
Gainsight Impresses!
Currently, we are using Gainsight solely within our success organization. It's been great at providing us a holistic view of the customer as well as providing our CSMs alerts when a customer is in jeopardy. We love the customization options as well as the reporting and dashboards. The ability to track how we are interacting with our customers and then watch what happens afterwards has been instrumental in proving the value of the success team.
- Love the health scoring functionality. It's great at providing a holistic view of your customer's health.
- The rules engine and the ability to customize alerts for risk has been incredible for our CSMs. We can enter data to trigger an alert when a customer's usage drops off, and they are more likely to churn.
- The analytics and dashboarding are great. It's incredibly helpful to be able to set up a subscription to send our executives and leaders information about how their teams are performing at whatever cadence they want.
- More ability to be able to set up different profiles. We currently have several teams with different needs, and it would be great to have the option of customizing the experience for each instead of one size fits all.
- More syncing with Outlook/calendar. Would be great for our CSMs to be able to set up an EBR in Gainsight, and then, have it sync to their Outlook calendars.
- Better organization for reporting, playbooks, rules. It would be great to have some sort of folder system to be able to better organize all the different areas that can get cluttered.
It is being used by our Customer Success Account Managers and our Executive team. It helps us to understand our relationships with our customers, mitigate risk, and solve business problems and develop our relationships.
- Central view of customers
- Automate action items
- Organize data from Salesforce so that it is actionable
- Does not integrate with Outlook
May 12, 2016
So far, so good!
We are a little unique in our implementation of Gainsight as we use it predominately for customer marketing purposes, though we are considering expanding it to our CSM group in the future. In an effort to move beyond batch-and-blast email communications to encourage user adoption, we adopted Gainsight Copilot to help trigger behavioral onboarding campaigns based on product usage data.
- Reporting!
- Customer service/onboarding.
- Data visualization.
- Size of the company - they're still getting started, even though they're the market leader.
- SOC-2 compliance - they're not completely certified yet (though they're working on it now).
Gainsight is being used by our account management team. We utilize the tool to better understand the overall health of our customers and also when to connect with customers - which isn't something we always know when to do. The insight we get from Gainsight gives us a good reason to reach out and not just to 'check in'. It also proactively notifies us of utilization increases and decreases, through its CTAs. All in all, Gainsight has been extremely valuable for our team and I'm excited to see how we can continue to maximize the tool.
- Notification of Sponsor changes. This informs us if our champion has changed roles or left the organization.
- Utiization increases and decreases - both great reasons to connect and to continue to have a pulse for our customers' usage.
- Provides one place to include details regarding a customer's health score.
- Adoption has been a challenge for our team. I think there is a perceived challenge with implementing the tool and incorporating into our daily use.
May 10, 2016
Gain INSIGHT into Gainsight
Gainsight is being used across the company but by a specific department. It's very useful to track customer health, and manage retention. We use it to keep momentum with our customer rapport as well. Overall it's a fantastic tool to maintain customer contacts and drive great customer relationships to fulfill ROI.
- Customer health. Tracking whatever metric you define as a health score is extremely valuable.
- Automated response and 1-to-many. When you have a hundred accounts, you need a hand!
- Maintaining relationships. Awesome tool to know what contacts are interested in what items.
- Persistent notes. There is no real way to automatically log scorecard notes, etc.
- Access to contacts in Salesforce. Currently need to log into Salesforce directly to edit contacts that don't have roles assigned.
April 18, 2016
A great foundation for your Customer Success department
Our Customer Success Team uses Gainsight to keep track of their to dos, essentially. The greatest value in that respect is that Gainsight is able to automatically generate to dos based on any data that's available in Salesforce, or that can be pulled into Gainsight in another way (for example, through their Google Analytics connector, or through a direct upload). Additionally, the customer health is not just visible to our Customer Success Managers based on these individual to dos that they have in their "Cockpit", but via a customer health scorecard that gives an overview to management. Additional functionality, like automated emails to customers and surveys, round out the feature set.
- Gainsight does a great job at getting you access to the data that you care about. As long as it's in Salesforce, or you're willing to implement a data uploading process using one of Gainsight's data integrations, then the sky is really the limit as far as which data should have what impact in Gainsight.
- Gainsight's online community provides exceptional access to the product team, who pay close attention to the posts and conversations there, and give thoughtful and earnest replies.
- Gainsight understands the importance of implementation, given that they live and breathe customer success all day every day. They are dedicated to solving any problems that you encounter, and make sure that you have a positive and productive experience.
- The interface needs improvement -- it has a clunky feel -- but they're in the midst of a redesign.
- Gainsight does one major release a month, and I haven't yet seen an example of bug fixes being pushed outside of this schedule, which can be irritating in those few situations where there is a bug standing in your way. However, they do a great job of reaching out once that bug *is* fixed.
- Our CSMs could use more comprehensive "how to use Gainsight" content. Since we didn't purchase access to a dedicated Customer Success Manager at Gainsight, there's no one to 'invent the wheel' for how our team should be using Gainsight. We're doing a reasonably good job on our own, but more support is always welcome.
February 25, 2016
Gainsight Insight
All 16 of my CSM's use it on a daily basis to monitor the overall customer health score for or 23,000 customers. It helps us scale across our three tiers of customers.... High Touch, Low Touch, Tech Touch.
- Thought leaders in the field of Customer Success
- Excellent product, with frequent releases, flexibility, and stability.
- Very customer focused Executive Staff
- Our overall time to value was longer than anticipated, largely due to the various data sources we had to get to import into Gainsight.
- Further flexibility in surveying our customers, for additional attributes beyond NPS
- Would be cool to have a canned Net Revenue Retention report that could be added into an Executive dashboard
February 22, 2016
Gainsight Review
We are just completing the instrumentation of Gainsight to hold our customer journey map, step by step, so that a CSM would check off key activities as they get completed. This will be rolled out for all accounts in April. Prior to this, we were using it for capturing notes and what we call our Adoption 360 scores of each customer.
- Their design and concept of play books is very good.
- It is easy to implement and configure.
- Multiple scorecard functionality is important (I believe it is close to being released if not already).
- There are still some data ingestion and transformation challenges, so continuing to improve ease of use would be good.
February 22, 2016
Success with Gainsight
We use Gainsight cross functionally to gain visibility and accountability for customer success.
- Monitoring customer success exposure and playbook driven action
- Integrating with SFDC
- Aggregating triggers
- Reporting
- Computing overall risk of an account
- Churn Predictability
- Management Reporting
February 19, 2016
Love Gainsight
Our Customer Success is the primary user of Gainsight, using it to calculate and track our "Customer Adoption Scores". Other groups (Sales, Renewals) access Gainsight dashboards but don't actively use the software. Our Customer Success team also uses Gainsight to send out surveys.
- Customer Success - Your EBR process, in particular, is really good.
- Customer scoring
- Custom changes/reporting feel hard/expensive to do
January 08, 2016
One Way to Gain some Insight on your customers
Score 9 out of 10
Vetted Review
Verified User
Gainsight is used by the entire organization, but mostly by the CSMs. The tool provides a consistent proactive way to manage customers along with providing the entire organization a 360 degree view of each customer.
- Cockpit - Call To Actions - proactive consistent ways to measure CSMs and handle customers
- Customer Scoring - health score for every customer.
- 360 [degree view] - in one or two minutes, all the pertinent information on a customer can be consumed (in one place).
- Parent / Child relationships within an account - One account may have many "deals" or "opportunities" being worked by different CSMs.
- Data Analysis / Tools to prove the health measures being collected/used are truely a direct correlation to churn.
December 26, 2015
Go get Gainsight now!
Score 10 out of 10
Vetted Review
Verified User
Gainsight is used by the Client Success, Sales, Marketing, Product and Executive teams to monitor the health of our global client base. It helps us to see all interactions and information about each client: logins, support tickets, product adoption, etc.
- Great Customer Support
- Easy to Use UI
- Great Training Materials
- Simple to Understand Data
December 18, 2015
Tracking Customer Touchpoints made easy
Gainsight is being used only by the account management department. It tracks post launch touch points, NPS, and some usage.
- Cockpit CTA tracking
- NPS visibility