Social and Spot Risk before it overtakes you!
We currently use Gainsight as a method to track customer engagement and identify risks as well as account health scoring. Using Gainsight …
Starting at $2,500 Per Company Per Month
View PricingOverview
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…
Recent Reviews
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)7.878%
- Customer health scoring (210)6.969%
- Dashboards (212)6.767%
Reviewer Pros & Cons
Pricing
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
Features
Return to navigation
Product Details
- About
- Integrations
- 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
Compare with
Reviews and Ratings
(447)Attribute Ratings
Reviews
(201-222 of 222)Companies can't remove reviews or game the system. Here's why
December 08, 2015
Changing the way Customer Success operates
Score 10 out of 10
Vetted Review
Verified User
We purchased Gainsight to help us better monitor account health, to provide guidance to our enterprise account management team on when to reach out to customers, and to send automated emails based on usage and health to our base of more than 25,000 small business customers. These emails are targeted based on individual account usage, and are designed to help customers identify and adopt new features within the system. We're also using Gainsight to send and record NPS surveys.
The product is mainly used by our enterprise account management, and customer success teams.
The product is mainly used by our enterprise account management, and customer success teams.
- NPS surveys: Previously we were using the Salesforce survey tool, and had to manually send out the email each month through Marketo, then create separate Salesforce reports for feedback. With Gainsight, we're able to set an automated email to send to customers at the right time, and collect a rolling score that is easy to report out to the team.
- Customer Success Strategy: As the leader in this industry, Gainsight has done a great job of educating customers and non-customers alike on best practices for CS teams.
- Copilot: We recently sent out our first copilot email in an attempt to increase adoption of one of our newest features. We had an amazing response, and we're looking forward to setting up more emails that will automatically send to customers based on their individual usage of our product.
- CTAs for Enterprise: Our account management team is able to receive alerts when customers need some help from us to stay healthy. The team is loving how easy it is to get alerts, and our customers love that we're so much more attentive to their usage and needs.
- Duplicate email addresses: This is largely due to our data issues - we have multiple contacts across accounts with the same email address. This results in some accounts receiving duplicate emails for each account their associated with. Although we have only been with Gainsight for a few months, they've done a great job with taking our feedback and finding workarounds. For this particular issue, they've already built a fix in their system, and we're just waiting for it to be released in December.
November 25, 2015
Awesome internal tool
Gainsight is used by my entire CS department. We use it to organize information on our clients so we can all stay on top of their account. It has been very helpful, especially when using chatter to discuss matters internally.
- Organizes client accounts.
- Quick access/view to all accounts.
- Chatter makes internal conversations readily accessible.
- UI could be more clean.
- Less scrolling.
- More links.
November 16, 2015
Thanks for reading!
Gainsight is being used by the customer success department to keep track of our clients during their life cycle. We use it to track their success and health as a business partner and keep track of how engaged they are and how much they're using the platform.
- Reporting, not easy to set up, but great to finally see.
- Integration with Salesforce, makes things way easier.
- Support, they are very helpful.
- How difficult it is to set up the various reporting [options].
November 16, 2015
Gainsight Increases Efficacy of CS Organization
Score 9 out of 10
Vetted Review
Verified User
Gainsight is a crucial component of Client Success and Sales organizations. Serving as a central hub where any member of any team can get tabs on the current status and health of an account, Gainsight has increased the efficacy of the way we do business.
- NPS Score - Makes it very easy to see health of an account at a glance.
- Chatter Feed - Allows for a centralized way to keep up with all accounts you follow.
- It can be difficult to find what you're looking for within the Gainsight UI initially. It's not the most intuitive product I've ever used.
November 12, 2015
Great Product with awesome potential!
Score 10 out of 10
Vetted Review
Verified User
Gainsight is being used primarily by the Customer Success Department, and is addressing our needs to scale and drive proactive behavior, thus helping us reduce churn and promote expansions.
- Reports are insightful and easy to digest
- Standardization across multiple global teams thus helping align the business
- Net promoter score (NPS) survey mechanism which helps shed light on customers' opinions and feedback
- Integration with Salesforce at the Field Level - it is not always easy to see/update Salesforce data from Gainsight
- Performance could be improved
October 22, 2015
Gainsight Positive Experience
Gainsight helps us to have an overview of our customers' lifecycle and health. We can see their activities and product adoption at a glance in one place.
- Great implementation process
- Good support
- User friendly
- Sponsor tracking could be more accurate
- More notification possibilities
October 06, 2015
Gainsight Administrator Still working through implementation!
We are in process of rolling Gainsight out to anyone in the organization in leadership or a client facing role. One we've fully implemented Gainsight we will have about 50% of our employees using Gainsight. Gainsight allows us to more systematically service our client, ensuring that we have standard play books for all of the common issues we run into, as well as, allowing insight into potential problems (e.g. drops in usage) before they have a chance to be detrimental to the relationship.
- Identifying issues, such as drops in usage, before they are obvious. This allows us to address any potential risks before they have a chance to have a lasting negative effect on the relationship.
- Standardizing how we respond to common issues, and allowing new employees to ramp up more quickly. By using the playbooks we are able to standardize how we fix common problems and ensure that the best practices are used by everyone... even new employees.
- Ensuring that repeated tasks, such as quarterly business reviews (QBR), happen on time for clients based on things like their Customer Tier. We have the ability to automate the CTA's to kick off every three months for tier one clients so that we never miss another QBR.
- The implementation process has been much longer and more complicated than initially expected.
- We aren't able to customize some features as much as we need (e.g. you can't set smart sign scores for different client types)
- Would be good to be able to set CTAs based off of a scorecard, so if a score goes stale, or if a score drops a CTA is automatically kicked off. Currently there is no way to do that.
October 05, 2015
Gainsight is a great product and a great company!
We currently use it to help manage the customer lifecycle for all of our customers. Currently we use it across the customer success organization but are looking to give others access to continue to drive value from the product for our organization. The primary business problem it addresses is scaling the customer success team as the company and the customer base grows.
- Aggregate data; it's easy to ignore this point, but for a small but swiftly growing company, it is very easy to begin to clutter and customize an SFDC instance to try to meet everyone's needs and asks. Gainsight removes this temptation and allows us to pull the date from where it lives and consume it via the slick Gainsight UI.
- Automation; the biggest add here is automating the frequency of customer interaction so that we as an organization can ensure consistency in approach and touch regardless of any variation in individual strengths amongst our team members.
- Reports 2.0; we're just scratching the surface here, but this utility picks up where SFDC reports end and fills in a lot of gaps that we've struggled with in leveraging the available date into meaningful reports and dashboards.
- None - with a little guidance, the tool is very straightforward to set up and administer. Furthermore, our users love it.
Gainsight is currently used by our CSM team to manage account CTAs, to get insight on contract and feature usage, as well as to prep for customer meetings. Using Gainisight has allowed CSMs to gain access to data which was previously held in three different systems. Our consultant team also have started working with Gainsight to monitor the onboarding of new customers. We are also exploring new avenues of use with our marketing team.
- Allows you to gain new insight into customer behaviours and patterns to help identify healthy accounts vs. accounts at risk.
- Allows you to combine data from multiple data sources and presents this in one place which makes it easy for CSMs to prepare for customer meetings.
- Through the use of Gainsight's rules engine, you can monitor all your customers on a regular basis automatically. In other words, you have a tool / rule which combs through the data for you.
- Gainsight does not help analyse the data, but rather helps to present it. There could be some improvements made on the analytics side - as any analytics will require input / logic from the end user.
September 30, 2015
Gainsight is positioned to be an excellent cornerstone of growing company's Customer Success strategy.
We currently implementing and using the product within the customer success organization. It is our intention to allow the sales organization to access certain aspects of Gainsight as well, however we are not ready for that yet. We are currently using the product to better align our activities with the information already contained in Salesforce, and we need a common repository for the tasks common to our roles so that we can easily track and report on progress. Additionally, we are using the product to track and automatically act on usage data of our SaaS products. This is key to our strategy so that we can scale to a larger number of customers and still ensure we are focusing on the right customers at the right time.
- They are providing a fairly comprehensive and technical analysis tool, which is still accessible through Salesforce.
- The system is highly configurable and lends itself well to the differences in our workflow vs. the workflow of others.
- The system's rules engine is complex and allows for a very fine grained way of looking at, and acting upon, usage data.
- Customer support response time is slow. We'd like to see a more responsive team that is more aligned and engaged with specific customers' needs.
- Documentation is good, but it deviates from the actual product. We understand that it is difficult to keep these things aligned (Because the product changes quickly) but it is important to keep the documentation viable.
- There are disparities in the UI between different modules of the system, and it is often slow to switch contexts between the modules. We'd like to see faster performance and more focus on usability of the UI.
September 30, 2015
Gainsight Review by CS Veteran
Score 10 out of 10
Vetted Review
Verified User
We are currently using Gainsight for 360 degree views of our customers. In addition to usage data we also have subjective metrics, support engagement, NPS scores, and onboarding/PS project status as factors in the overall health of each customer. Gainsight is also used heavily for customer success execution among our CSMs. Based on a variety of actions in the system, CTAs (Calls to Actions) get triggered and are assigned to the appropriate CSM. This allows each CSM to have a prioritized list of timely action items to help guide engagements with customers. Lastly, we are using Gainsight for managerial and executive level reports, dashboards, and for our code red process.
- Customer Success Execution - Managing CTAs (Calls to Actions), Playbooks, and Collaborating around these activities. Absolutely no solution does this better.
- Integrated NPS (and Survey solution).
- Customer 360 View with a holistic view of the customer (usage, scorecards, status of projects, opportunities, churns, key contacts, etc.).
- Sponsor Tracking - when a champion or exec sponsor changes their Linkedin job title, company, or location, you automatically get a trigger.
- Great Customer Success processes, they practice what they preach. They are thought leaders in this space.
- Improved workflow in the 360 View (ability to edit fields).
- Ability to save filters in reports & dashboards (coming in the future).
- Faster UI (limited by Force platform).
September 29, 2015
Gainsight is Great
We currently use Gainsight to manage a book of business. We focus on the healthcare industry and our accounts are different medical offices/corporations. We use data that will trigger product usage and based on the CTA that fires we act accordingly to help individual practices grow their businesses by cutting back on financing charges.
- Allows for our company to tier our accounts based on specific measures that we set.
- We can track individual CSM goals and monthly/quarterly numbers.
- Keeps data organized and very navigational.
- Very hard to find past notes on old cta's.
September 25, 2015
NPS for Gainsight
We are using Gainsight to track next steps with customers, monitor the overall health of a book of business, and automate the processes. Gainsight is only rolled out to the Customer Success Department. It allows us to see a snap shot of health for each account and automate certain processes.
- Health Scoring.
- Nice dashboards.
- The dates on CTAs are completely off and really hard to use.
- When creating a CTA you should be able to apply a playbook at the same time, not in another step.
- When creating reports in Reports 2.0, often the save function does not work well and the software is very buggy in general.
September 24, 2015
GainMoreSight into your clients
Procore currently utilizes Gainsight within our customer success organization. Implementation has been on the slower side, but we are now beginning to see the value of the software. We strive on time to first value with our clients and think Gainsight will ultimately help us pull the right levers at the right time to ensure our clients are successful. For our large existing customer base, Gainsight will play a crucial role to notify us of what we deem are important events, all in an automated fashion.
- Native Salesforce app! If it's not in Salesforce, it doesn't exist!
- Thought leader in Customer Success.
- Powerful feature set.
- Implementation: Gainsight has a large team and sometimes it seems like you have to speak with 2-3 people to get an answer.
- Ease of use: Gainsight could be more intuitive.
September 24, 2015
Gainsight review from a new Administrator
My organization is utilizing Gainsight within our Customer Success, Sales (Renewal), and Executive Teams. We leverage its functionality to prioritize opportunities and tasks, balance workload, track high-value conversations and success plans, and collaborate on at risk customers.
- Provides one interface to leverage information from various systems, such as Salesforce, Zendesk, and our product usage data.
- Automates the workflow for our Customer Success Team.
- Allows us to create customized Calls To Action, reports, dashboards, etc. to meet the needs of all teams who are utilizing it.
- While Gainsight is quite intuitive for the end user, it can be challenging from an administrator perspective.
- We have had some challenges with our product usage data. Gainsight support has been wonderful to work with in trying to resolve the issue, but this has been an ongoing challenge.
June 05, 2015
Our CSM platform of choice - Gainsight
Gainsight is being used by the Client Success team to manage our client base. We are monitoring simple usage metrics, but we have also implemented financial tracking to provide overall health scores for our clients.
- Extremely robust platform
- Integration into Salesforce.com allows for simple data sharing
- Flexible to handle our outside of the box use cases
- Nothing I can think of right now
Score 8 out of 10
Vetted Review
Verified User
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
May 21, 2015
Gainsight.CSM pole-position
Gainsight may be used to formalize the customer success management (CSM) practice.
- CTA's and workflow is much appreciated functionality.
- Customer 360 views and dashboards.
- CSM practitioner tracking
- Change management of business rules.
- More customization options on scorecards and dashboards
Score 10 out of 10
Vetted Review
Verified User
Gainsight is used by the Customer Success Team to manage workflow and to help build and provide analytics and a complete view of customer health. The 360 view of the customer lets a CSM prepare for a customer interaction in a very short time. The efficiencies gained allow us to increase the number of customers that a single CSM can handle. The analytics and dashboards allow us to be much more proactive with the customer which helps us help the customer get to first value with our products and ensure continued success.
- Workflow management with CTAs (Calls To Action) these are activities that can be created automatically to address required tasks needed to ensure a customer is successful.
- Playbooks. These allow CTAs to be grouped into meaningful and actionable events.
- Customer 360. Allows you to take a very complete snapshot of your customer in order to streamline your research and quickly assess the health of your customer.
- Scorecards. Immediate view of the health of the customer based upon various offerings.
- Easy way to capture additional information on customer engagements. Notes can be written for CTAs but become very difficult to go back and review once the CTA is completed.
December 04, 2014
Gainsight helps you improve customer retention and upsells.
Score 10 out of 10
Vetted Review
Verified User
- Unifies disparate data sources and provides a complete, comprehensive view of the customer from the Customer360 dashboard.
- Allows for easily consumable, actionable data that drives improved retention and upsell/cross-sell.
- Provides a tool and partner to use DATA to drive insights and decisioning.
- Good Data in = Good Data out. Ensuring that your company has clear and accurate data will drive a much better experience with Gainsight.
- Make sure that when you implement, you have all stakeholders in the room, specifically the technical contacts, CRM admins etc
- Make sure you develop process and policies for dealing with a new great tool that you are implementing.
- Gainsight can improve their activity and management reporting abilities. (Update 1/2/14- Gainsight is rolling out new reporting and a new Scorecard concept that should be great!)
October 10, 2014
If You Have a Customer Success Team, Gainsight is a Must
Score 10 out of 10
Vetted Review
Verified User
Gainsight was originally purchased to allow our Customer Success team to become more proactive versus just answering emails and issues on a reactive basis. Since its launch, Gainsight has successfully allowed us to do just that. Whereas we attempted to make proactive calls as time allowed and hopefully hit the right person at the right time, we now are able to leverage many of Gainsight's amazing features (actions, scorecards, etc.) to inform us of when customers need to be called on proactively.
- Scorecard is excellent at providing Customer Success Managers (CSMs) the ability to see the health of their customers at any time. By adding in a mix of different behaviors (activity touches, adoption, gut check, survey results, etc.), CSM's identify where we need to do more work to be successful with a client.
- Actions are outstanding at informing us of inactivity or dissatisfaction whether it be lack of engagement with our app for a period of time, lack of engagement on our part for a period of time, or reminders to schedule executive business reviews.
- The ability to send out Net Promoter Score (NPS) surveys from Gainsight's application, have it tracked, and then actions built off of the results allow us to promptly reach out to detractors and, in turn, resolve concerns and objectives that may exist.
- These guys are becoming THE experts in the Customer Success field....if not there already. Their Pulse conference is a must attend event.
- As an early adopter of Gainsight, code had to be written for some of our needs...sometimes this code can break. With that said, much of Gainsight has built since we came on does not require as much code (or perhaps no code) to be written. The important thing here is that their support (whether it be their CSM, Implementation Manager, Support department, or even their Chief Customer Officer) is quick to respond and remedy in a timely manner.
- Gainsight is a must-use resource for folks in the trenches (e.g. Customer Success Managers, Account Managers, etc.), however I would like to see additional functionality built out for someone who manages these folks.
August 28, 2014
Gainsight Review
Score 6 out of 10
Vetted Review
Verified User
Gainsight is being used in the customer success department, by 4 agents.
- Alerts work great to get amazing insight into how your clients are using your product.
- Scorecards are great to keep track of your clients health, and your impression of client health.
- Alerts need some updating, particularly around merging like-alerts together.
- Implementation takes way too long.