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https://dudodiprj2sv7.cloudfront.net/product-logos/T3/KI/JVECOPT0CJWO.PNGLeading the Customer Success Technology & Practice ShiftGainsight is being used for account management and customer success management (CSM) across both corporation and enterprise buckets.,Provides us a view of our customer data in both quantitative and qualitative ways Allow us to grow customer lifetime value Transforms us into a proactive team touching our customers at scale (1-to-many),Some gaps in product feature/function; However, is expected given it's a young company and younger space,8,We are growing customer lifetime value We are much more efficient across customer tiers & much more effective across each individual AM/CSM,Bluenose Analytics,26 to 50 people
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Gainsight
318 Ratings
Score 8.6 out of 101
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Gainsight Reviews

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Gainsight
318 Ratings
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Score 8.6 out of 101
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May 22, 2015

Gainsight Review: "Leading the Customer Success Technology & Practice Shift"

Score 8 out of 10
Vetted Review
Verified User
Review Source
Gainsight is being used for account management and customer success management (CSM) across both corporation and enterprise buckets.
  • Provides us a view of our customer data in both quantitative and qualitative ways
  • Allow us to grow customer lifetime value
  • Transforms us into a proactive team touching our customers at scale (1-to-many)
  • Some gaps in product feature/function; However, is expected given it's a young company and younger space
Competitive review is a must if for nothing more than education.
Read this authenticated review

Feature Scorecard Summary

Role-based user permissions (126)
8.3
API (94)
7.9
Integration with Salesforce.com (161)
9.4
Integration with Marketo (41)
7.9
Integration with Eloqua (16)
7.6
Product usage (155)
8.7
Help desk / support tickets (128)
8.2
NPS surveys (132)
9.2
Sponsor tracking (128)
8.4
Customer profiles (154)
9.1
Automated workflow (167)
8.4
Internal collaboration (153)
8.3
Customer health scoring (167)
9.6
Customer segmentation (142)
9.3
Customer health trends (158)
9.3
Engagement analytics (138)
9.0
Revenue forecasting (85)
9.2
Dashboards (166)
9.0

About Gainsight

Gainsight says they enable business transformation through their passionate community, proven expertise, and cutting edge technology. In addition to the largest customer success community, the vendor says they also have a diverse, 333+ customer base spanning across Fortune 1000 companies such as HP, Cisco and Adobe and growth businesses like Box and Shopify.

Via their community and customers, Gainsight says they have developed deep expertise around customer success best practices which are embedded into the product. Additionally, the vendor says 50% of their company headcount is dedicated to R&D, and that their platform can serve business needs across various customer segments. The vendor’s value proposition is that their product innovations are consistently first to market and built to scale from day one.

Gainsight says their customers see an average of 4% higher retention and 20% faster growth than their peers.

Gainsight Features

Customer Data Extraction / Integration Features
Has featureProduct usage
Has featureHelp desk / support tickets
Has featureOnline customer community
Has featureBilling
Has featureMarketing emails
Customer Success Management Features
Has featureNPS surveys
Has featureSponsor tracking
Has featureCustomer profiles
Has featureAutomated workflow
Has featureInternal collaboration
Has featureCustomer health scoring
Has featureCustomer segmentation
CSM Reporting & Analytics Features
Has featureCustomer health trends
Has featureEngagement analytics
Has featureRevenue forecasting
Has featureDashboards
Has featureCustomer lifetime value
Has featureChurn rate
Security Features
Has featureRole-based user permissions
Platform & Infrastructure Features
Has featureAPI
Has featureIntegration with Salesforce.com
Has featureIntegration with Marketo
Has featureIntegration with Eloqua
Additional Features
Has featureCustomer360
Has feature4D Analytics
Has featureCustomer Lifecycle Cockpit
Has featureIn-product best practices library of resources
Has feature60 second video message to Customers

Gainsight Screenshots

Gainsight Video

View Gainsight Product Demonstration

Gainsight Downloadables

Gainsight Integrations

Gainsight Competitors

Totango, Amity, Service Source

Pricing

Does not have featureFree Trial Available?No
Does not have featureFree or Freemium Version Available?No
Has featurePremium Consulting/Integration Services Available?Yes
Entry-level set up fee?Required

Based on a per user/per month model.

Gainsight Customer Size Distribution

Consumers
0%
Small Businesses (1-50 employees)
10%
Mid-Size Companies (51-500 employees)
60%
Enterprises (> 500 employees)
30%

Gainsight Support Options

 Free VersionPaid Version
Phone
Live Chat
Email
Social Media
Video Tutorials / Webinar
Forum/Community
FAQ/Knowledgebase

Gainsight Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS, Android