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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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- Premium Consulting/Integration Services
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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 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
(51-75 of 222)Companies can't remove reviews or game the system. Here's why
January 11, 2019
Gainsight is a thought leader and has the best software in the customer success space!
My organization relies heavily on Gainsight across many customer-facing departments and with our executive team. It provides visibility into our customer base and helps us to assess our risks. We also use it to increase adoption across our customer base and ensure that we have a plan in place for each individual customer.
- Tracking customer health and adoption and assessing customer risk
- Communicating effectively to your customer base at a large scale
- Creating success plans for each individual customer
- The relationships module is not fully developed and has not worked well for our organization
- Reporting is powerful but can be a little clunky at times
- Mass email communication had issues early on, but most have been fixed at this point
January 11, 2019
Optimize your CS business with Gainsight
We use Gainsight to help streamline the operations and visibility of our Customer Success and People Science organizations. Our CSMs as well as our renewals and consulting teams leverage Gainsight for the most up to date customer information including what products and services have been purchased, overall health related to adoption, renewal and engagement and for NPS and CSAT survey feedback. Overall health results are shared with the Executive team on a weekly basis in a push report from Gainsight. It is the primary platform leveraged by my Customer Success organization.
- Overall customer health scoring and tracking
- NPS and CSAT surveys and reporting
- Call to Action (CTA) Automation
- Configuration can be tricky with self-service
- Reporting and insights could be more advanced
January 11, 2019
Gainsight saves the Customer Success puzzle
Score 9 out of 10
Vetted Review
Verified User
We rolled out Gainsight across our entire Customer Success organization of 100+ Success Managers and leaders. We use it as the central source of truth for all customer health and activity, and reporting on both to executives across multiple departments. In short, if it doesn't happen in Gainsight, it doesn't happen. Day-to-day Success Managers use the Gainsight Cockpit to track their customer activity. We use a combination of automated and manual entries to surface activity and needs per customer. We've also begun integrating our Gainsight to pull insights from other solutions to track customer health and create tasks for our Success Managers.
- Roll up reports across the entire organization to glean insights that can be sent to other departments.
- Track and triage big moments in a customer lifecycle.
- Create tasks for Success Managers to mitigate a customer heading down the path of churn.
- The Reporting module is only intuitive if you have extensive training on it, not even for someone who works in the SaaS space or is a heavy user.
- Creating manual tasks within CTAs can be very time consuming. It is best if everything rolls of a Playbook.
- The email notifications come in - at best - a daily digest.
We implemented Gainsight in April of 2017 as we had no real CRM for our client services team. Since then, it is now our single source of truth for all things customer success related. We are able to track a client's lifecycle and understand their entire journey including opportunities for risk or improvement. We are still in the beginning stages of rolling out the entire system, but we definitely are seeing much more visibility on a client services department level and as a company as a whole.
- Communication: Gainsight makes it really easy to track emails sent through the system in one place.
- Process: We can hold our people accountable with CTAs.
- Survey/NPS: Gainsight makes it really easy to create/track surveys. We never really surveyed our clients like this and it's nice how it is tied to each account.
- Health Score Cards: We're able to set up parameters on what is a "healthy" client, which is very helpful.
- Journey Orchestrator: The UI for creating emails is painful and very outdated.
January 09, 2019
Gain productivity with Gainsight!
Gainsight is used extensively by the Customer Success team in my company. It is useful to track health scores of clients and to identify potential churns due to various triggers. The cockpit function was really useful in getting us to reach out to clients in a timely manner for business updates.
- The cockpit function which uses the "Call to Action" function is really useful in ensuring we track engagement with all our clients
- The health scores are useful to identify potential churns and we can take remedial actions to address them before the renewal date
- The newly added timeline feature is useful for tracking key activities with clients
- For the timeline feature, I wish there was a easy way to download a single report highlighting the key activities done with each client
We are using Gainsight in the Customer Success Management Team to manage all our customers and to consolidate the data from all different systems we have to get the full picture of our customers. We are using Salesforce as CRM system, so Gainsight was our final choice because of ease of connecting both.
- All customer data in one place
- Strong rules engine to automate stuff e.g. tech touch management
- Easy administration
- Usability
- Good interface with Salesforce as CRM system
- Some standard objects/functions are to static e.g. NPS feature - but you can always create your own views
- No interface with other survey tool, but I heard this is on the roadmap
- Sally Slack bot seems to be useless, at least for us. You get a faster summary by using C360 view
December 10, 2018
Gaining Momentum with Gainsight!
Predominately addresses issues with Customer Success teams and Sales through Salesforce.
Address:
- Data issues
- Customer Engagement
- @ Risk Accounts
- Level of engagement
- Adoption
- Prepares me from an executive perspective when I am about to enter into a client meeting and I can pull up the history on my mobile app. Everything including history is at my fingertips.
- Dashboards that allow me to see what is going on in my portfolio and allows me to be proactive and get out of the rat race.
- Share information internally and externally to hold everyone accountable and maintain transparency.
- Success plans can be more pleasing to the eyes and user intuitive.
- Email automation - however we are receiving this in the next month and am excited to leverage it with timelines!
- Being able to enter CSM assessment from the timeline and show real time in the scorecard. I believe it is coming soon!
December 07, 2018
Become more proactive with your Customer Success Teams
Our Customer Success and Account Management teams use Gainsight to have a single view of the customer. We have data feeding into Gainsight from Zendesk and Jira, Zuora (financials), project management/implementation systems and our customer platform (usage). Rules are built to create period over period metrics of all of this data and alerts are created via CTAs where needed and many reports to monitor this data. We also utilize surveys and programs to keep in regular contact with our customers.
- Great at integrating data sources and creating dashboards and C360 pages to view information
- Automating customer outreach and customer communication
- Enables proactive outreach and responses to positive or negative trends in usage, support or financial data.
- The ability to create joins between data tables (MDA) could be better, today it requires rules to supplement data
- There are numerous ways to implement Gainsight objects, takes some learning to know which way will work best
December 07, 2018
Wide range of capabilities!
We use it for client development and some expansion work. We have an administration team that channels configuration. While this is happening we monitor the lifecycle of a customer as they progress throughout the various buyer stages. Using what we find out about the lifecycle internally, we try to effectively transform that to actionable items. This can be in the form of CTAs, dashboards, whatever.
- Bionic Rule Capabilities -- Rules engine is extremely powerful. The way I look at it is as if it's a bonafide ETL tool living inside a workflow management tool. Through rules you can put together powerful queries that really makes your workflow management great.
- C360 -- Gainsight excels at being able to bring in all sorts of data into one place.
- Call to actions - Through the rules engine call to actions can be incredibly specific so we can target any point of the customer lifecycle with strategic ctas based off our data.
- I think that reporting functionality is getting there. Inline calculations would be a huge improvement. Filtering on Aggregated fields also would be nice.
- I think being unable to edit programs once they are on is very concerning. Why can't participants be brought in under some sort of logic, then we can edit and tweak as we iterate upon our first program?
It is being used across the entire organization from Sales, Success, Renewals, and Project Management. It addresses ability to create a playbook for different life-cycle, risk, or expansion events based on quantitative data.
- Derived a customer health score. Helps give visibility into every account in one place.
- Pushes Proactive Calls to actions to the appropriate people to act one.
- Pushes tech touch automation based on triggered events for the "long tail" customer segment.
- The rule writing is not super intuitive. Would be nice to have it more of a click build that did not require so much technological administration of the tool.
- Pulling in the basic customer data, and deriving a basic heath score should be more out of the box and simple to do so that customers can get value quicker without having to get services involved.
December 07, 2018
Go with the obvious market leader in customer success
Gainsight is leveraged across our professional services group, our customer success management group, and our sales group - primarily inside sales. The tool is our primary means of aligning those three customer-facing organizations to coherent motion to first and foremost retain customers, then, as a secondary goal, expand in those accounts. Gainsight also serves as a targeting mechanism for our customer marketing group.
- More and more prescriptive. They've invested a metric ton in a body of content that you can leverage inside your business to evangelize customer success as a stand-alone domain.
- Forgiving services model. While structured around an SOW, they're flexible and focused on success.
- Community. It's rare to see a company their size spend so much time on events, but it's a rewarding investment on their part and your part - you do meet and learn from the people who are good at this, and they do a great job facilitating.
- Prescriptive business applications ecosystem. A point of view here, and content around that, would be a huge win.
- Prescriptive career tracks. Given customer success is a new domain, a lot of the first generation came out of customer service. The new generation is coming from other places, and forging that ground is hard solo.
December 07, 2018
Gainsight - Great for automation
We are currently using Gainsight for all levels of our customer journey. Gainsight and the outreaches/advanced outreaches have allowed us to scale via automation. It also allows us to deliver that "just in time" approach to provide resources. We are also using Gainsight for renewal automation as well.
- Automated outreaches - allows for being able to scale.
- Calls to action - allows for the use of automation to monitor data and create actionable items based on the data; scalability.
- Reporting- allows quick/easy access to reporting on customer health with automated, actionable items.
- The backend setup of Gainsight is not that intuitive.
- Email formatting is difficult
- Would like to see rules setup in a template to choose from
December 05, 2018
Benefits and Opportunities for Improvement with Gainsight for an On-prem Multi-product Company
Gainsight is being used by the customer success managers in the organization to provide them with a 360 view of their customers and to help them streamline the CS processes (i.e. customer onboarding) and document key customer interactions, success plans, risks and opportunities for account growth.
- One location for all CS work
- Flexible reporting and easy to configure dashboards
- Native integration with SFDC
- Ginsight is a great product but needs more help to cope with the complexity of an on-prem multi-product enterprise company.
- Would be great to be able to access Gainsight independently from Salesforce
- The functionality to share dashboards to non-GS users is a great idea and would be really good to see more development in upcoming releases in terms of ways to share the dashboards and making the usage smoother, especially for bigger data sets
December 02, 2018
Gainsight made our lives easier and happier
We are currently using Gainsight within Customer Success. We use it to automate some account processes such as renewals and contact management. We use the Rules Engine to generate Calls to Action for CSMs as well as make modifications to account records. We also use Gainsight to send mass communications and our NPS survey.
- Gainsight makes reporting from various data sources very easy and intuitive. It is easy to generate reports on-the-fly and add visualization before publishing to a Dashboard. It is also easy to re-arrange data to make it faster to create reports or generate contact lists to use for outreaches.
- The Rules Engine is a powerful tool for generating Calls to Action as well as being able to update fields on account records.
- The Program function in Journey Orchestrator allows us to send a variety of email communications especially with multiple message variants and if we need to send follow-up emails automatically or create a Call to Action for the CSM.
- The shareable functions of Gainsight - Share 360, Success Plans - are really great features for being able to provide additional value to customers and provide them insights into their account and usage.
- Timeline is so much more robust than creating activities or tasks just within CRM. Timeline provides a way to track meetings and other events, add multiple participants, and even create follow-up tasks (CTAs).
- The Support from Gainsight as well as the Community has been very important to helping us get the result we want quickly.
- It would be helpful to have more integration with email and calendar applications so that email could be sent from within Gainsight from any email within Email Assist (CTAs), or CSM calendars could sync to the Timeline function on the C360 view.
- Reporting is a great feature but it could be more aligned with how we can build datasets within Rules Engine or Program queries (bionic), allowing us to combine data from different sources without having to create a new data table to query.
- Folders, folders, folders - we build a lot of email templates, outreaches, and rules, and there is currently no way to organize these so it just becomes a giant list that has be queried to find the one item you want to work with.
November 30, 2018
First 6 months with Gainsight
We are using Gainsight globally within our Customer Success Management and Account Management functions. It is designed to address all classic CSM requirements, fundamentally to operationalize and standardise our methodology to support growth.
- Very deep integration possibilities with SFDC allow highly sophisticated business logic and rules to be constructed.
- Pulling together of lots of disparate sources of information into a unified view is a substantial time saver and allows clearer 'big picture' context.
- Creation of dashboards that present lots of reports in a single view allows for quick analysis.
- The Program feature is complex to manage and counter intuitive in certain areas. A simple revision requires the whole program to be cloned and a new version created.
- Greater customisation around the report presentation would be useful, such as the colours used - sometimes it is hard to see.
- Better slicing and dicing around NPS (by region, team, etc) as far as NPS score is concerned. Out of the box you just get a global value.
November 30, 2018
Gainsight is a really useful customer management tool
Gainsight is the primary tool of our customer success organisation. We sync it with various systems to pull important data points into one place. Our leadership team has a snapshot of what's going on with a given customer at any moment, through having access to features such as the health score and timeline.
- Integration with Salesforce.
- Mass communications made and tracked with ease.
- Flexible Health Scores!
- Timeline is great, but quite silo'd.
- Would love to see a widget that allowed timeline/notes to be taken outside of the platform. Gainsight Sally for Slack is useful but it's a tool many sign-out of in a meeting environment.
November 30, 2018
Gainsight Review
Gainsight is being used by the CSM team within the customer success department. It allows us to track health, expirations, metrics, and activities against a client, segment, country or region.
- The timeline feature allows you to create a diary within a customer's profile and you can easily distinguish what each entry is e.g call, meeting. You can also say if that call was positive or negative, how long it took and who was on the call internally and externally.
- Gainsight connects back to SFDC and all activities are logged so there's no need for anyone to have access to Gainsight if they're not going to proactively be using it.
- The cockpit allows you to segment your to do list for today, tomorrow, next week, month or year!
- Needs an App
- Needs more reporting features
We purchased Gainsight so we could have a central repository for our client accounts. It gives us good metrics to report and allows us to manage accounts, upsells, renewals referrals and more. It is used day to day operationally and for senior management reporting and action.
- Ability to create strategic dashboards
- Centralisation for accounts and a link with Salesforce
- Reporting ability
- Sometimes it appears a bit clunky - not sure if it is the volume of information or it's our system at fault
November 30, 2018
Gainsight Review
Gainsight is used as our internal CRM for keeping up with customers, tracking their escalations, making sure that the status of their 'temp' is readily apparent to other users of Gainsight like our salespeople and other customer success managers.
- Allows us to the ability to track any and all escalations a customer might have
- Helps us keep an accurate temperature of customer status, by simply looking at the acct we can gauge if the customer is referenceable or not
- Helps track NPS score for our clients
- Wish we had the ability without having to push a refresh button to update directly into SF
- Activity History
November 30, 2018
The powerful tool that is Gainsight
We use Gainsight primarily in Customer Success, although this has begun to branch into opportunities in Tech Support, Field Services, and Education Services. Our primary business problems Gainsight addresses are as follows:
- Process automation
- Email automation
- Mass communications to current customers
- Deliverable organization & reporting
- Mass email automation. We have been able to better scale our business , while still engaging with customers, through the use of Gainsight.
- Process automation. I have been able to stay on top of our data and and efficiency goals via the use of Gainsight. We have also been able to add and improve some of our offerings via the capabilities of Gainsight.
- Documentation. They have improved in the volume of documentation recently, but the search-ability and usability is still lacking. I know the features are there, but it is sometimes difficult to understand how to use them.
- Product Usability. Again, like documentation, the product is immense. I just wish it was more naturally intuitive. I like to compare software to the Apple platform. They are the pinnacle of user-friendly. I think Gainsight could learn a lot about the simple, yet powerful, framework of software like Apple's.
November 29, 2018
Keep your fingers on the pulse of your customers with Gainsight
Gainsight operationalizes the customer experience consistently across the Ceridian North American customer base. Customer success resources proactively engage customers based on calls to action from Gainsight. It also captures the “pulse” of the customer to objectively reflect a customer status assessment based on a large variety of factors. This information allows Ceridian to take the right action to deeply engage customers and correct situations that need special attention. Unlike reactionary support solutions, Gainsight is used proactively to keep customers successful before they go “off track”.
Gainsight is a critical component to the company technology stack that drives the activities of the award-winning Ceridian XOXO Customer Success program activities. It draws from Salesforce and many other systems to distill critical information for the users and management about the Ceridian Customer base. It also feeds other solutions with the real-time customer sentiment so they can be engaged accordingly.
Without the scalable operationalization of the CX NPS will suffer. Gainsight allows team members to deliver a consistent great CX!
- Gainsight provides a large team with a consistent playbook of tasks that result in a consistent operationalized customer experience. IF an organization is seeking the same high quality experience for customers from Toronto to Tempe they will appreciate the calls to action that present tasks for their team members and the dashboards that allow the team management to have insight into the programs success.
- Along with a phenomenal product, the Gainsight team members are great business partners for success. From the regular meetings to share best practices to the partnering to integrate their solution with others, they are great business partners.
- Gainsight delivers on its product road map. If you have an opportunity, watch a Karl Rumelhart product road map presentation to see the direction of Customer Success!
- I'd recommend new Gainsight users keep initial configurations simple to allow focus and faster ROI. Many users, my own instance included can grow quickly to try to accomplish too much. Controlled quality growth, and product configuration scope, would be a good mantra to keep in mind.
November 27, 2018
Gainsight Takes the Guessing out of Customer Success
Gainsight is being used today primarily by the customer success team. We also have users that sit in leadership and some key stakeholders within the sales organization. For CS, we use Gainsight to give us proactive insights and suggested tasks to serve our account base. We also rely on it heavily to provide each customer with a health score using data from our application, Pendo, Nudge and our BI. We have weighed out the data coming into Gainsight from these applications to provide us with a holistic view of active relationships within the account (to avoid being single threaded), adoption and value realization. These data points inform our overall health score, which I can confirm give us an accurate view into which accounts are at risk and also helps us identify opportunities. The CS360 is invaluable to our team. This is where we will go to prep for a customer call, capture meeting notes/risk/opportunities in the Timeline. Our usage of Gainsight has helped make us a very high functioning team.
- Health Score 2.0 - being able to bring in data points from different technologies to gauge health of a customer and of our customer base
- CS360 - A consolidated view into all important areas of an account - from contract details to health to usage stats
- Timeline - Finally one place to capture notes pertaining to an account/customer.
- Maintaining integrations, it can be tricky to pinpoint where an issue may lay (within the data coming in, within Gainsight, etc)
- It would be great to have warnings - like say if a SFDC admin changes a field that we bring into Gainsight that could potentially break something - it would be nice to have a warning email notification
November 27, 2018
Gainsight - Consolidated Customer Insights
We primarily use Gainsight in our Customer Experience department, but we are working on expanding our usage across the organization. We use Gainsight to monitor our customer health and product usage, to work through projects with customers such as implementation, and to keep a record of all interactions we have with customers.
- Gainsight does an excellent job of listening to product feedback given through their Community, implementing those changes when they determine they are a need for many customers, and then informing users that the changes have been implemented.
- Gainsight is an excellent tool for automating lifecycle communications with customers while still maintaining a personalized touch, thereby allowing us to scale our operations.
- Gainsight has a good lineup of integration options to allow us to bring all of our customer data into one place to have a unified customer record.
- Gainsight could do a better job of allowing for one-off exceptions. It does a great job of helping to address the needs of the majority of our customers, but when one customer's needs create a special use case, it is rather difficult to make adjustments for that one customer.
- Editing programs created through the Journey Orchestrator is very difficult. Sometimes we need to make a small change to the criteria of a program after we have already started running it, but we can't do this without ending the program, cloning it, and starting an entirely new program.
November 27, 2018
(Almost) One Year as the Gainsight Administrator
Gainsight is being integrated across our organization as the hub for all client facing actions and communications. Our goal with Gainsight is to increase client retention.
- Customization of tools. It's an extremely powerful tool to implement your client success operations strategy and increase retention.
- Client support is very fast to respond to inquires.
- The Gainsight Vault and Community are both instrumental in learning the platform and enhancing your strategy.
- Gainsight has a very steep learning curve.
- The unique terminology of Gainsight can be a bit opaque as to what a particular piece of data represents.
November 27, 2018
My insights start with Gainsight
Gainsight is used by our organization to help measure customer engagement, proactively mitigate risk within our subscriber base, track renewals, and much more. It's leveraged by our customer success organization for the most part, and our customer 360 data is shared with our sales team.
The data that Gainsight provides us with is bubbled up to our VP of Customer Experience and the data is also shared with our executive team. We take customer success very seriously here and most of the data displayed within Gainsight is shared at all levels of our organization.
The data that Gainsight provides us with is bubbled up to our VP of Customer Experience and the data is also shared with our executive team. We take customer success very seriously here and most of the data displayed within Gainsight is shared at all levels of our organization.
- Creates and manages CTAs for all your CSMs to plan their day/execute on your customer success engagement strategy.
- Provides you with usage/engagement reporting on all of your customers.
- Establishing segments within your customer base.
- Helps power your customer lifecycle stages
- Integrates well with usage data from external systems like RedShift, etc
- Tough to pivot if something changes within the application
- Not easy to implement if you aren't well versed in SFDC administration