TrustRadius
https://media.trustradius.com/product-logos/T3/KI/JVECOPT0CJWO.PNGGainsight - Great for automationWe 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,9,7,With the system we have in place, this is becoming more important. We haven't started with executive dashboards yet, but, that will most likely change in the near future; especially if we move to slack and can leverage Sally.,We have used Gainsight to increase our NPS score via automated customer engagement. This also appears to be driving growth for existing customers for our SMB line. Our NPS has more than doubled over the last 12 months.,,Salesforce. Other data will be loaded via S3. Just about all of our workflows are based on data pulled from Salesforce.,30,3,Automation Customer Health Reporting,Automating renewals for Enterprise and SMB accounts Automating renewals of critical 3rd party products that our product relies on.,Automated QBR's,9,No,Don't know,5,Online training Self-taught,6,Not that easy. Time consuming.,7,Yes,Yes,No,5,,7Benefits and Opportunities for Improvement with Gainsight for an On-prem Multi-product CompanyGainsight 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,9,9,Executives are involved with direct customer visits and the main benefit they pursue with Gainsight is the ability to have a view not only of the overall business situation, but also to easily drill down to separate accounts and understand what is going on. Unfortunately, the C360 and R360 are not fully suited for this in our case, because of the complexity of the account structure. Therefore, we have leveraged the reporting and dashboard functionalities as this allows for more flexibility to help us mitigate the issue. Nevertheless, the ability to provide executives with structured live data on all accounts is a great outcome that can be achieved with Gainsight.,We have increased the retention rate by automating the customer onboarding process and reducing the time to value for the customers Employee efficiency and collaboration has been increased as now CSM resources carry more accounts. Upsell has been increased in the mid-market accounts, as now CSMs have better view of their customers' information.,Apart from SFDC, our support database has also been integrated to Gainsight. The ability to integrate various data sources is very important for a true 360 view of a customer, especially in bigger companies using a wide variety of systems.First 6 months with GainsightWe 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.,8,6,We typically produce executive packs based off of the data from within Gainsight, not necessarily so much that executives are accessing Gainsight directly, outside of our Customer Success Group function.,Our NPS has increased, both in terms of collection volumes and the average score. We've also improved the general quality of our data within our CRM as we're able to spot inconsistencies and gaps much easier. Our CSMs have expressed greater levels of satisfaction in being able to manage their portfolio.,,SFDC, bi-directional data flows.Gainsight is a really useful customer management toolGainsight 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.,8,Execs at our business typically use the Summary and Timeline features - it's very important and one of the reasons we invest in the technology.,Salesforce is connected, which is imperative.Gainsight ReviewGainsight 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,9,1,Identified more champions Identified potential churn 90+ days out Increased employee efficiency,Strikedeck and ChurnZero,SFDCGainsight is a powerful tool to dive in to the details on a customer and get a high-level view of your customer baseGainsight is currently primarily being used by our Customer Success department, but other people can view some of the output via Salesforce. It helps us manage our customer relationships and updates.,I enjoy using the Timeline feature to keep track of each customer I work with to ensure their success. I like having the CTA's readily accessible in a global view for all customers so I can gauge where I am on certain open tasks. The ties into Salesforce are very useful so that others in our company can stay updated on customer health.,Shifting from Timeline to Detailed view could be better for viewing of notes and product/customer details. Reporting and Dashboards could be more visibly appealing and have more easily accessible information. I hear there was a new release this week, so some of this might be addressed. Multi-product views could be improved, and losing score card information when customers purchase multiple products is really tough to go through!,9,7,It's extremely important. We are a very customer-36focused organization. We have started sharing 360 pages with them via an Executive program and our VP shares metrics from Gainsight with them, so accuracy is important.,Visibility across products, references, etc.,Totango,Salesforce, TenroxGainsight is Amazing!We use Gainsight solely in our Customer Success department currently. We use Gainsight to help in monitoring account activity as well as mitigating portfolio risk.,Excellent at sending automated emails and generated semi-templated emails with auto-generated content. Great at generating account health scores based off data from multiple sources (CRM, product, 3rd parties, etc.) Great at logging activities via the timeline feature for an account.,Graphing/Data Visualization functionality is very limited.,9,10,Improved efficiency through the use of tools like Email Assist and Timeline.,We integrate with external S3 buckets and Salesforce. This allows us to use the data in these systems to generate health scores and monitor various account activities.A key part of the success of our Customer Success team (and more)!Gainsight is used to give us an easy to access 360 degrees view of all things customer related - from commercials, to support, to operations and more. It is used primarily by our customer success team but then to help facilitate projects and campaigns for other teams (who might not have direct access). Have this single view of the customer is a very powerful proposition that allows us from an exec level to an individual contributor (and customer success manager) level to understand quickly where a customer is in their journey, lifecycle and product usage.,Integration (automatic or more manual - e.g. using CSV files) with other data sets (e.g. for support and product usage). Configurable customer dashboards - showing key stats and data relevant to that customer. Industry best practice information and insights. Flexible solution that can be tailored to our specific product and team requirements. Local (geographically) support services.,More regional support and services - think beyond just the USA. Tailored professional services packages - e.g. self contained for small and large deliverables. More automated out of the box integrations.,10,7,Extremely important. Ideally through dashboards but we also export (copy) data from dashboards to present as part of our on-going management reporting (and other exec level) deck.,Increase upsell across a number of new campaigns and products. Churn deep dive analysis and reporting; and improved retention. Tracking of customer advocates. Increase productivity of CSMs. Improved ability for proactive work for CSMs.,Totango, Natero and Amity,The following external data sources are fed into Gainsight currently: Support cases Consumer CRM data Financial status Invoicing data Customer (consumer) feedback data Bespoke product data Currently no systems receive specific Gainsight data.Gainsight ReviewGainsight 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,10,8,I don't work directly with the group who provides this information to executives, however, I can see how this would provide very real insight and transparency into the stats an organization keeps on their clients and how we as a group (CSMs) are doing.,Gives us the ability to keep track of our customers on a much more visible level,SalesforceGainsight is the future of customer successGainsight is being used at our organization as a customer success tool to trigger knowledge-based actions in order to ensure customer retention and product adoption.,Triggering actions based on knowledge and information gathered from the account. Showcasing a 360-degree view of the customer account. Giving you the capability of aligning multiple sub-customers under the same customer by the relationship View.,Since Gainsight works on top of Salesforce lightning can be a bit latent in Speed and Performance. There is no way to get alerts for individual accounts you only can set up a feed which gives you alerts for all the accounts. Frequent timeout errors.,9,9,Very important. In order to make the right decisions backed by data we need knowledge which is transformed from the data and the dashboards allow us to do that.,Increase in the retention rates. Higher renewal rates. More up-sell and cross-sell opportunities.,,We use Salesforce Microsoft Dynamics CRM and NetSuite to work with Gainsight.Gainsight - thought leader in Customer Success SoftwareWe use Gainsight to understand our customer's health score. It is also incredibly useful for reporting, and to get a 360 view on our customers. Lastly, it provides us with automated, actionable insights that we can act on.,Thought leader in the market Very active in the Customer Success Community European office and presence,Adapt to Europe (different languages, currencies, etc.),10,10,I use Gainsight dashboards for my monthly executive reporting as well as board reports.,Single view of the customer Go to the solution to understand customer health,Natero,Salesforce, Usage data via Amazon S3 bucket (automated). The integration possibilities are endless.,10,2,Understand the customer health score Build up customer history in combination with a 360 account view Operationalizing CSM tasks NPS program,have not come across this yet,Integrate more datapoints to get a richer view on the customer health Exec / board reporting,,Salesforce Lightning, Atlassian Confluence,No,Product Features Product Reputation Vendor Reputation Existing Relationship with the Vendor Positive Sales Experience with the Vendor,I would spend more time really understanding the integration process and ensure to have a technical stakeholder included in the evaluation process,Implemented in-house,Yes,Change management was a big part of the implementation and was well-handled,Bad data in 3rd party apps that we wanted to integrate Common account ID missing accross 3rd party apps which required us to do an extensive mapping excercise,9,No,Yes,When I raised a bug, the GM for Europe personally got in touch with me to reassure me how serious Gainsight are taking the issue.,Customer 360 view Reporting functionality NPS surveys,You really need to know your datapoints in order to make the most meaningful reports,9Gainsight Sets Client Success Up for Success!At Bazaarvoice, our Client Success department uses Gainsight to track client conversations, milestones, and health. It helps our Client Success Directors work at scale with automated outreach and CTAs to ensure clients receive the correct service level. Gainsight also makes transitioning clients from one CSD to another smooth and simple, as we can review past conversations and high impact moments easily.,Gainsight helps managers monitor their employees' client interactions. Gainsight enables our Client Success Directors to manage larger portfolios without letting clients slip through the cracks. Tracking client health through Gainsight allows us to identify and address risk to mitigate churn.,The currency conversions found on the Customer 360 page that pulls in from SFDC have some inaccuracies. Gainsight can't push data back to SFDC, so if you make an update in Gainsight, it will not be reflected in SFDC (with the exception of activities) The Programs and Outreaches are not as easily controllable by the end-user (CSD) as they could be.,10,10,We don't have executive dashboards set up, at this time.,It has helped us provide great service using a one-to-many model. It has improved our health tracking capabilities. It makes client transitions seamless.,Salesforce, Marketo, GoodData push data into Gainsight. These sources help us track usage data, client outreach, and service level changes.Gainsight enables CS teams to become more efficient!Gainsight is strictly used by our Customer Success team. It enables our CS team to ensure they can properly manage all of their customers on a daily basis, from health scores, CTA's, renewals, etc. Each member of our team uses Gainsight on a daily basis. The main use cases for our team are: 1) Reporting & dashboards: Each CSM has their own dashboard that contains various information on all of their customers, from health scores, customer life stages, renewal dates, MRR, etc. This allows them to have a wealth of information on hand whenever they need. 2) CTA's, playbooks: this ensures our CSM's can stay up to date on every customer, trigger playbooks & CTA's regarding the customer life cycle and ensure customers are moving towards a successful renewal. 3) Rules Engine: automated rules that trigger a variety of tasks, such as NPS surveys, health score updates/changes, usage data analysis, among other things.,Gainsight makes it very easy to set up rules to automate the CS process. Automation is key. It allows us to run rules daily without having to do anything manually. Gainsight's reporting and dashboard make it very easy for CSMs to view their customer info in one spot, in a very efficient manner. Gainsight's health score system is fantastic. It allows us to alter it whenever we feel that we need to and add as many metrics as we'd like.,An update to Gainsight's UI would be fantastic. I really like dashboards but they are very dull looking. An update to make reports more colourful would go a long way. I'd like to see continued improvement of Gainsight's advanced outreach feature (automated emails). It worries me when I set an advanced outreach to trigger and then have no idea when it will trigger - sometimes it takes 2 minutes sometimes it takes 45 minutes, this causes a nervous feeling as I just have to wait and see if it deployed properly or not.,9,9,It is very important - on a monthly or quarterly basis, I export powerpoint from Gainsight's dashboards and share this information with the leadership team.,Improve CSM efficiency. Identify customers that are at risk earlier in the customer life stage. Understand how our customers feel about our product, leveraging Gainsight's survey tools.,,We have Zoura and Zendesk connected with Gainsight and we also feed usage data on a monthly basis to Gainsight, leveraging their MDA services.Setting my sights on a long future with Gainsight!We are currently utilizing Gainsight for our Customer Success team and looking to expand into other teams with a long term goal of company wide use. It serves as our main CRM database and is quickly growing into our primary communication tool with our customers (email templates, surveys, etc.). Gainsight helps us keep communication flowing between the CSM and management, and has been an invaluable tool to keep all of our customer notes and details in one place to streamline internal transitions.,Pushing 'to do' items out to our CSM team both by rules/filtering customer criteria or by uploading hand-picked lists of customers for special projects. Their Cockpit gives our CSMs a single place to go to see all of the action items for the day, week, etc. They can be grouped by type, due date or priority which allows each of our CSMs to customize their view and work how they work and prioritize best. Dashboards are incredibly easy to build and allow management a visual insight into our customer data. Any data we can create a report on we can add to a dashboard. Global filters have been a HUGE addition, allowing us to quickly filter an entire dashboard by CSM or Team Manager with very little effort. Gainsight's Timeline feature is a key component of our Gainsight usage. It was incredibly easy to roll out to our team initially and adoption has been great. The new Global timeline was a much needed addition which now allows us to see all timeline entries in one place and filter by CSM or account very easily. Customer support is top notch! Their support platform allows us to very easily submit requests, track its status and email communication back and forth with the support team is quick and easy.,Workflow from an admin perspective leaves something to be desired. For example, creating a CTA for our CSMs so send to their customers requires access to 3 completely separate admin areas of Gainsight. 1. Journey Orchestrator to create the email template 2. Cockpit to create the playbook and 3. Rules Engine to actually create/send the CTA. This is a fairly simple task and one we do often, but the whole process seems disconnected. Reporting on admin related data could also be a big improvement. The dashboards and tools to report on our customer data is great, but finding information to help me better manage/update our ongoing templates, rules, etc. is difficult.,9,10,Currently, our executive team is primarily leveraging Gainsight through Dashboards. We do have future plans to expand on this usage, but have not implemented anything yet. Visibility is increasingly important to our executive team to ensure the happiness and continued product adoption of our customers.,So far, our primary outcome has really been improving employee efficiency. We have gone through a pretty major reorganization of our customer success team and are pushing our CSMs to support more customers than ever. Gainsight has been an essential tool to allow them to support more customers without losing the high level of support our customers have come to expect. Many of our CSMs went from supporting 40-45 customers to now supporting 60+ with minimal effort.,All of our Gainsight data current flows through Salesforce or is uploaded data from our software on customer usage, licenses, etc. We are also in the process of implementing Kimble (on the SFDC platform) for our time/services tracking so once that implementation is complete that data will be pulled in as well. It is nice to have a 'single source of truth' for most of our data so we can spend more time analyzing instead of fact checking to make sure what we are looking at is even accurate.Gainsight review - 300+ Client Success Manager groupWe use Gainsight (GS) in our Client Success department, which is primarily responsible for customer service for existing advertising accounts, along with upsells and renewals for those accounts. Gainsight gives us a much more structured approach to portfolio management, along with unique visibility into account attributes and directed activities for our CSMs. Gainsight has helped us address the following business needs: Stronger onboarding of new accountsAnnual plan of action for each account in a portfolio Targeted, action based reasons to call based on customized triggers for our accounts Gain visibility into trends we may not have seen otherwiseStructured approach to proactive communication, along with specific milestones we'd like to achieve on each call,Support. We have required a lot of customization of the product and GS has always been responsive and helpful. This is true not only for product implementation, but also with technical barriers we've needed addressed over the years The product reinforces a philosophy of putting the customer needs first, along with strengthening our own customer support. This has been very helpful in getting buy-in to our new approach, since every level of our technology mirrors the conversations leadership has with our CSMs about our focus. It is always great to see a company continue to iterate on a product, and GS does a great job of listening to it's customers to help inform the direction of certain changes to the product. Their support pages are great, and the changes nearly always address specific needs we have as an organization,Editing records within GS instead of needing to consistently 'bounce' back into SF. The biggest example of this for us is with our 'trackers' we use on Opportunities. The ability to do in-line editing, or editing SF Opportunities right within this view would be such a huge lift for adoption and ease of use. Reporting. There are certain limitations to the ways we can configure reports that don't give us the level of flexibility/visibility we're used to with standard SFDC reporting. I prefer to aesthetics and layouts of the GS reports and dashboards, but limitations force us to still rely on SFDC for a lot of things (inability to report of formula fields in a backend report for example) User interface is starting to feel a little dated. With other software experiences updating and refreshing their UI, GS is running the risk of feeling out of date (example: the new Lightning UI from SF). Would love to see elements updated to allow for a more fluid experience bouncing between Lightning and GS,10,10,Very important, but, since we have a new slate of executives, they aren't using it right now. There is just too much on their plate currently, but I know this will be a powerful tool once the dust settles more from the acquisition.,More than 100 people,Increased efficiency in identifying who to call and when Improved customer NPS. This is especially true with our newly onboarded accounts Identify upsell opportunities and have generated revenue from these proactive CTAs that help us identify opportunities based on rules we've created Along with much better, proactive portfolio management, we've seen lifts in renewal rates, ARR, and a reduction in churn. Obviously, it's difficult to pin this down to any one thing we've done, but GS is a big part.,I also use the support site frequently to catch up on features we may not be using, or are under-utilizing. The company blog, along with videos and webinars, are extremely helpful too. I love being able to read from GS company leaders their perspective on how to use certain tools and processes. I also like that those posts tend to be accompanied by relevant resources and plug-and-play downloads. I have recently joined the CS Slack channel, and have enjoyed that so far.,,Not sure. This isn't my area of responsibility or expertise.Gainsight gives great snapshots and overviews, but suffers in detailed reportingWe use Gainsight in the Customer Success organization. I am the one that loads the majority of data into Gainsight from outside sources to allow our Customer Success organization to know how our clients are doing. It allows them to know if they need to take action on a client because they are not using the product, or if they have other risks.,Calls to action - create calls to action based on changes in user data. Email - emails can be automated based on rules in Gainsight to allow us to communicate based on user actions. Analysis - looking at data is easier with the report builder and dashboards. No need to export data to analyze it.,Reporting is not as robust as it is in Excel - it is difficult to provide high-quality output for users. Calculation - only certain calculations can be done with the imported data. We cannot generate the same reports we do weekly/monthly based on what is done in Excel because we cannot normalize data.,10,10,Executive dashboards are the key, but we also do export and reporting at a higher level.,We have reduced churn by 18% over last year. Employee sales leads are higher now than they were a year ago.,No data sources currently loaded. We export to Tableau and Excel for further analysis. Since all data is manually uploaded at this point, we have a person on staff dedicated to this work.Get fired up about Gainsight.We are primarily using Gainsight within the CS org, but have begun to spread it across other departments. One example is with renewals management. We use a Gainsight dashboard to run a renewals meeting between execs, sales, product, and CS.,Great reporting and dashboards. Our single source of truth for customer info. Excellent thought leadership.,Administration can be complex Gainsight is dependent on your Salesforce data being accurate.,9,10,We currently use three executive dashboards. One for our VP of Customer Success that has global CS performance metrics (renewals, calls to action, risks, etc...), one for our CTO to steer our weekly renewals discussion, and another for our VP of Customer Service to present to the board of directors on a quarterly basis (last one isn't 100% complete, but on the way),Improved our detection of risks in an account, helping us to not be blindsided by churn. Consolidated all of our notes/updates/call summaries in one place for execs, new csms, anyone in the company to reference. Created a customer health scoring system based (mostly) on quantitative metrics.,NonePeak 10 enters into Gainsight blissWe brought in Gainsight due to the amount of churn we were experiencing, the lack of ability to contact our clients in a consistent manner, and the lack of up-sell opportunities. Since then we have seen a dramatic reduction in churn, an increase in retention rates, and we can strategically plan our our day's activities for a proactive approach to account management.,Provides an all around customer view. Advance notice on high risk clients. Organization tool for all CSMs.,Continue to grow with functionality.,10,10,26 to 50 people,Higher retention rate, highest in 7 years! Reduced churn. Generate up-sell opportunities.,,Salesforce.com, Salesforce1 Mobile App, KnowledgeTreeGain Sight on Client Data with Gainsight!We will be using Gainsight as our main CS hub. It's compatibility with our existing systems such as Salesforce is off the charts. The layout and ease of use, getting all the data in one click for all our clients make the decision to run with Gainsight a "no brainer!",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,10,10,It is extremely important, and before Gainsight, our data was difficult to stream through. Several different platforms, lacking in notes and data required to perfect every client interaction. Gainsight provides access to all centralized data in single page layouts with trends, graphs and analytics!,We are going to be brand new users shortly Centralized client data Health scores and NPS ratings,AmityVice President, Customer SuccessGainsight is used primarily by the Customer Success and Services organization to gather information and analytics from our customers, identifying risks and opportunities, and ultimately allow both organizations to scale.,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.,10,10,Extremely visible and something that's required every week.,Improved retention Advocacy identification Scalability,TotangoA very powerful toolGainsight is used by the entire Customer Success team, daily. It helps in managing the entire customers lifecycle.,Excellent Support Very wide feature set Easily integrate with our own data,It is based on Salesforce, which is an obstacle if you are not a Salesforce user.,10,10,We manage renewals more flawlesslyGainsight ReviewCurrently, our strategic success team uses gainsight to track Executive Business Reviews (EBRs) and success plans. We plan to expand on this throughout the year.,One source of truth Proactive reach outs Excellent survey model,Email use in all areas,9,9,Right now dashboard usage from gainsight is low. Looking to gain more traction.,Customer project identificationGainsight is the only way to go!Gainsight has been a great help to our organization. Implementation of each new customer has been so smooth. I really like how easy it is to be very clear about each task that needs to be performed for the customer lifecycle. There's tons of add-on's that also add so much value to it. I highly recommend it!,Implementation CTA Tasks LinkedIn,I don't see any features that need improvement.,10,10,Super important - it's easily digestible!,Upsell has increased quite a bit! Renewal rates have improved.,NoneGainsight is Great!Gainsight is used by many groups in our company to view data on each of our customers, but its powerful functionality is used by our Customer Success team. This where there processes live and how they track each interaction with the customer. Its a great way to see a summary of the customer. I believe its a great tool to enable customer success in any organization.,Customer Support -- they are always very fast and efficient when I put in tickets. User Experience Functionality and ability to customize to your company,More admin training opportunities,10,10,Our executives use Gainsight at the widget level to view information on an account level. The account widget allows them to see everything they need to related to the account. This quick view is very helpful.,Improve NPS,We currently have data that is pushed in Gainsight through MDA tables.Gainsight - A great way to see ALL of your clientsWe use Gainsight as a way to manage our customer accounts. The entire customer success department uses the software. Gainsight allows us to track a client's progression. We are able to create a timeline of all interactions with each client. As such, we are able to easily determine the health and engagement of each one of our clients.,Timeline -- allows accounts managers to record events. You can detail date, time, who was involved, how long it lasted, and an open notes section. You can also log clients missing/skipping interactions Calls to Action (CTAs) -- can set up one-time or recurring CTAs across the entire organization. Helps to prioritize actions and work collaboratively across teams. Recording Scores -- the ability to record customer health scores. Allows for a quick summary view of health that can be expanded on in the notes/timeline,CTAs are are used rather broadly, would like a specific recurring accounts update section Would love an integration with Google calendar to automatically log my calls Requires a high degree of training to know the ins and outs. A more robust knowledge base with training videos would be awesome!,8,9,Our exec team loves Gainsight. They have quick and seamless visibility into all of our clients. The dashboards give a sniff test into overall health, and can easily be expanded upon in the account level updates. As long as each user is updating their respective accounts, there are no surprises that arise due to Gainsight's ability to make data actionable.,Increased visibility into all accounts Boosted employee engagement into overall customer health Gave a 360 degree of accounts from sales through renewal
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Gainsight
358 Ratings
Score 8.5 out of 101
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Gainsight Reviews

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Gainsight
358 Ratings
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Score 8.5 out of 101

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December 07, 2018

Gainsight - Great for automation

Score 9 out of 10
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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
Gainsight is great for being able to automate the onboarding experience for low/tech touch customers; creating actionable items along the way. Being able to monitor the overall health of an account to help curb churn is also nice.
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December 05, 2018

Benefits and Opportunities for Improvement with Gainsight for an On-prem Multi-product Company

Score 9 out of 10
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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
If you are a mid-sized SaaS company, Gainsight is one of the greatest investments you can make. For large on-prem multi-product businesses, Gainsight also makes a difference, although complexity and scale can be a challenge (as for any other tool I suppose).
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November 30, 2018

First 6 months with Gainsight

Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Gainsight requires quite a lot of investment in the admin side and requires someone who is good with software - it needs a power user to make the most of the feature set, you certainly can't set it up and leave it if you expect to get the most out of it.

If however you have a complex data structure and want to produce bespoke and challenging business rules, then with the appropriate investment in resources you can achieve most things.
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November 30, 2018

Gainsight is a really useful customer management tool

Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Great for keeping a record of health of a customer over-time, and perfect for handing an account from one CSM to another for a business, less loss of information.
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November 30, 2018

Gainsight Review

Score 9 out of 10
Vetted Review
Verified User
Review Source
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
Best suited to companies with a subscription based business model
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September 04, 2018

Gainsight is a powerful tool to dive in to the details on a customer and get a high-level view of your customer base

Score 9 out of 10
Vetted Review
Verified User
Review Source
Gainsight is currently primarily being used by our Customer Success department, but other people can view some of the output via Salesforce. It helps us manage our customer relationships and updates.
  • I enjoy using the Timeline feature to keep track of each customer I work with to ensure their success.
  • I like having the CTA's readily accessible in a global view for all customers so I can gauge where I am on certain open tasks.
  • The ties into Salesforce are very useful so that others in our company can stay updated on customer health.
  • Shifting from Timeline to Detailed view could be better for viewing of notes and product/customer details.
  • Reporting and Dashboards could be more visibly appealing and have more easily accessible information. I hear there was a new release this week, so some of this might be addressed.
  • Multi-product views could be improved, and losing score card information when customers purchase multiple products is really tough to go through!
It's well suited for SaaS environments and harder for on-premise solutions, which is how we use it at the company I work for. It's great for notes and history keeping. It's also good for sharing of scorecards/overviews with others outside of the CSM team, but not always easy to do so.
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September 03, 2018

Gainsight is Amazing!

Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Gainsight solely in our Customer Success department currently. We use Gainsight to help in monitoring account activity as well as mitigating portfolio risk.
  • Excellent at sending automated emails and generated semi-templated emails with auto-generated content.
  • Great at generating account health scores based off data from multiple sources (CRM, product, 3rd parties, etc.)
  • Great at logging activities via the timeline feature for an account.
  • Graphing/Data Visualization functionality is very limited.
Gainsight works really well for us in assisting to manage our self-service portfolio, where there isn't a specific CSM assigned to an account. It helps in managing communications to these accounts as well as monitoring and bubbling up potential pockets of risk.

Additionally Gainsight is very helpful in our managed portfolio in helping to automate some administrative tasks, while still allowing reporting on the cadence of customer engagements and updates.
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August 30, 2018

A key part of the success of our Customer Success team (and more)!

Score 10 out of 10
Vetted Review
Verified User
Review Source
Gainsight is used to give us an easy to access 360 degrees view of all things customer related - from commercials, to support, to operations and more. It is used primarily by our customer success team but then to help facilitate projects and campaigns for other teams (who might not have direct access). Have this single view of the customer is a very powerful proposition that allows us from an exec level to an individual contributor (and customer success manager) level to understand quickly where a customer is in their journey, lifecycle and product usage.
  • Integration (automatic or more manual - e.g. using CSV files) with other data sets (e.g. for support and product usage).
  • Configurable customer dashboards - showing key stats and data relevant to that customer.
  • Industry best practice information and insights.
  • Flexible solution that can be tailored to our specific product and team requirements.
  • Local (geographically) support services.
  • More regional support and services - think beyond just the USA.
  • Tailored professional services packages - e.g. self contained for small and large deliverables.
  • More automated out of the box integrations.
  • Well suited to customer success team and organisations that need to quickly scale up.
  • Less suited to smaller teams and operations (and lower cost).
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November 30, 2018

Gainsight Review

Score 10 out of 10
Vetted Review
Verified User
Review Source
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
Gainsight is well suited for any company that wants to:

  • keep track of the status of customers
  • track tickets/types/sources
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November 06, 2018

Gainsight is the future of customer success

Score 9 out of 10
Vetted Review
Verified User
Review Source
Gainsight is being used at our organization as a customer success tool to trigger knowledge-based actions in order to ensure customer retention and product adoption.
  • Triggering actions based on knowledge and information gathered from the account.
  • Showcasing a 360-degree view of the customer account.
  • Giving you the capability of aligning multiple sub-customers under the same customer by the relationship View.
  • Since Gainsight works on top of Salesforce lightning can be a bit latent in Speed and Performance.
  • There is no way to get alerts for individual accounts you only can set up a feed which gives you alerts for all the accounts.
  • Frequent timeout errors.
Managing multiple relationships with customer as well as the customer success life cycle.
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August 31, 2018

Gainsight - thought leader in Customer Success Software

Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Gainsight to understand our customer's health score. It is also incredibly useful for reporting, and to get a 360 view on our customers. Lastly, it provides us with automated, actionable insights that we can act on.
  • Thought leader in the market
  • Very active in the Customer Success Community
  • European office and presence
  • Adapt to Europe (different languages, currencies, etc.)
An incredibly powerful tool that gives a 360 overview of a customer across multiple data points.
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Anna Whitehouse profile photo
August 22, 2018

Gainsight Sets Client Success Up for Success!

Score 10 out of 10
Vetted Review
Verified User
Review Source
At Bazaarvoice, our Client Success department uses Gainsight to track client conversations, milestones, and health. It helps our Client Success Directors work at scale with automated outreach and CTAs to ensure clients receive the correct service level. Gainsight also makes transitioning clients from one CSD to another smooth and simple, as we can review past conversations and high impact moments easily.
  • Gainsight helps managers monitor their employees' client interactions.
  • Gainsight enables our Client Success Directors to manage larger portfolios without letting clients slip through the cracks.
  • Tracking client health through Gainsight allows us to identify and address risk to mitigate churn.
  • The currency conversions found on the Customer 360 page that pulls in from SFDC have some inaccuracies.
  • Gainsight can't push data back to SFDC, so if you make an update in Gainsight, it will not be reflected in SFDC (with the exception of activities)
  • The Programs and Outreaches are not as easily controllable by the end-user (CSD) as they could be.
It is great for tracking and monitoring client health and engagement. It could be more useful for sales reps, so that everyone who speaks to the client could work within one tool.
Read Anna Whitehouse's full review
Josh Daniels profile photo
August 22, 2018

Gainsight enables CS teams to become more efficient!

Score 9 out of 10
Vetted Review
Verified User
Review Source
Gainsight is strictly used by our Customer Success team. It enables our CS team to ensure they can properly manage all of their customers on a daily basis, from health scores, CTA's, renewals, etc. Each member of our team uses Gainsight on a daily basis. The main use cases for our team are:
1) Reporting & dashboards: Each CSM has their own dashboard that contains various information on all of their customers, from health scores, customer life stages, renewal dates, MRR, etc. This allows them to have a wealth of information on hand whenever they need.
2) CTA's, playbooks: this ensures our CSM's can stay up to date on every customer, trigger playbooks & CTA's regarding the customer life cycle and ensure customers are moving towards a successful renewal.
3) Rules Engine: automated rules that trigger a variety of tasks, such as NPS surveys, health score updates/changes, usage data analysis, among other things.
  • Gainsight makes it very easy to set up rules to automate the CS process. Automation is key. It allows us to run rules daily without having to do anything manually.
  • Gainsight's reporting and dashboard make it very easy for CSMs to view their customer info in one spot, in a very efficient manner.
  • Gainsight's health score system is fantastic. It allows us to alter it whenever we feel that we need to and add as many metrics as we'd like.
  • An update to Gainsight's UI would be fantastic. I really like dashboards but they are very dull looking. An update to make reports more colourful would go a long way.
  • I'd like to see continued improvement of Gainsight's advanced outreach feature (automated emails). It worries me when I set an advanced outreach to trigger and then have no idea when it will trigger - sometimes it takes 2 minutes sometimes it takes 45 minutes, this causes a nervous feeling as I just have to wait and see if it deployed properly or not.
Gainsight is a fantastic software for any SaaS company that uses Salesforce. Our team is likely one of the smaller ones that Gainsight works with but we have been able to do so much with the tool despite having a small team (5-7 people). It has really enabled our CSM's to be much more efficient with their day-to-day duties.
Read Josh Daniels's full review
Katie Baker profile photo
August 22, 2018

Setting my sights on a long future with Gainsight!

Score 9 out of 10
Vetted Review
Verified User
Review Source
We are currently utilizing Gainsight for our Customer Success team and looking to expand into other teams with a long term goal of company wide use. It serves as our main CRM database and is quickly growing into our primary communication tool with our customers (email templates, surveys, etc.). Gainsight helps us keep communication flowing between the CSM and management, and has been an invaluable tool to keep all of our customer notes and details in one place to streamline internal transitions.
  • Pushing 'to do' items out to our CSM team both by rules/filtering customer criteria or by uploading hand-picked lists of customers for special projects. Their Cockpit gives our CSMs a single place to go to see all of the action items for the day, week, etc. They can be grouped by type, due date or priority which allows each of our CSMs to customize their view and work how they work and prioritize best.
  • Dashboards are incredibly easy to build and allow management a visual insight into our customer data. Any data we can create a report on we can add to a dashboard. Global filters have been a HUGE addition, allowing us to quickly filter an entire dashboard by CSM or Team Manager with very little effort.
  • Gainsight's Timeline feature is a key component of our Gainsight usage. It was incredibly easy to roll out to our team initially and adoption has been great. The new Global timeline was a much needed addition which now allows us to see all timeline entries in one place and filter by CSM or account very easily.
  • Customer support is top notch! Their support platform allows us to very easily submit requests, track its status and email communication back and forth with the support team is quick and easy.
  • Workflow from an admin perspective leaves something to be desired. For example, creating a CTA for our CSMs so send to their customers requires access to 3 completely separate admin areas of Gainsight. 1. Journey Orchestrator to create the email template 2. Cockpit to create the playbook and 3. Rules Engine to actually create/send the CTA. This is a fairly simple task and one we do often, but the whole process seems disconnected.
  • Reporting on admin related data could also be a big improvement. The dashboards and tools to report on our customer data is great, but finding information to help me better manage/update our ongoing templates, rules, etc. is difficult.
Great for managing customer communication (emails, phone calls, trainings) and just general 'need to know' notes between internal teams, particularly for those companies with lots of CSM transitions. We just made a pretty major reorganization and having this information in Gainsight helped us tremendously!

The only scenario where I would hesitate to recommend Gainsight is if a company had a very unique/complicated customer or CSM structure. Gainsight is really designed for the bulk of information to live on the account level and our company has a lot of data/different CSMs on a relationship level. It is doable, but makes simple tasks that much more difficult to configure.
Read Katie Baker's full review
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August 21, 2018

Gainsight review - 300+ Client Success Manager group

Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Gainsight (GS) in our Client Success department, which is primarily responsible for customer service for existing advertising accounts, along with upsells and renewals for those accounts. Gainsight gives us a much more structured approach to portfolio management, along with unique visibility into account attributes and directed activities for our CSMs.

Gainsight has helped us address the following business needs:
  • Stronger onboarding of new accounts
  • Annual plan of action for each account in a portfolio
  • Targeted, action based reasons to call based on customized triggers for our accounts
  • Gain visibility into trends we may not have seen otherwise
  • Structured approach to proactive communication, along with specific milestones we'd like to achieve on each call
  • Support. We have required a lot of customization of the product and GS has always been responsive and helpful. This is true not only for product implementation, but also with technical barriers we've needed addressed over the years
  • The product reinforces a philosophy of putting the customer needs first, along with strengthening our own customer support. This has been very helpful in getting buy-in to our new approach, since every level of our technology mirrors the conversations leadership has with our CSMs about our focus.
  • It is always great to see a company continue to iterate on a product, and GS does a great job of listening to it's customers to help inform the direction of certain changes to the product. Their support pages are great, and the changes nearly always address specific needs we have as an organization
  • Editing records within GS instead of needing to consistently 'bounce' back into SF. The biggest example of this for us is with our 'trackers' we use on Opportunities. The ability to do in-line editing, or editing SF Opportunities right within this view would be such a huge lift for adoption and ease of use.
  • Reporting. There are certain limitations to the ways we can configure reports that don't give us the level of flexibility/visibility we're used to with standard SFDC reporting. I prefer to aesthetics and layouts of the GS reports and dashboards, but limitations force us to still rely on SFDC for a lot of things (inability to report of formula fields in a backend report for example)
  • User interface is starting to feel a little dated. With other software experiences updating and refreshing their UI, GS is running the risk of feeling out of date (example: the new Lightning UI from SF). Would love to see elements updated to allow for a more fluid experience bouncing between Lightning and GS
GS is great for portfolio management, proactive engagement and communication, structuring approaches of sales teams/reps to best practices, and even management and visibility for critical data points (except for the reporting limitations previously mentioned).

GS can be difficult to implement with organizations that have a high average number of accounts per person, as the Cockpit can become unwieldy if CTAs fire for most/all of them monthly. To that end, I'd probably hesitate to recommend GS to organization with large average book sizes. A lot of this can be addressed in implementation, but then you do have to make difficult decisions on what is going to give, in terms of how you'll trim the CTA load per rep.
I also use the support site frequently to catch up on features we may not be using, or are under-utilizing. The company blog, along with videos and webinars, are extremely helpful too. I love being able to read from GS company leaders their perspective on how to use certain tools and processes. I also like that those posts tend to be accompanied by relevant resources and plug-and-play downloads. I have recently joined the CS Slack channel, and have enjoyed that so far.
Read Kevin Heraly's full review
Nanette Hartley profile photo
August 22, 2018

Gainsight gives great snapshots and overviews, but suffers in detailed reporting

Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Gainsight in the Customer Success organization. I am the one that loads the majority of data into Gainsight from outside sources to allow our Customer Success organization to know how our clients are doing. It allows them to know if they need to take action on a client because they are not using the product, or if they have other risks.
  • Calls to action - create calls to action based on changes in user data.
  • Email - emails can be automated based on rules in Gainsight to allow us to communicate based on user actions.
  • Analysis - looking at data is easier with the report builder and dashboards. No need to export data to analyze it.
  • Reporting is not as robust as it is in Excel - it is difficult to provide high-quality output for users.
  • Calculation - only certain calculations can be done with the imported data. We cannot generate the same reports we do weekly/monthly based on what is done in Excel because we cannot normalize data.
Gainsight is great for viewing data in simplified forms. It allows very good snapshots of data. However, the reporting and visualization of that is not as robust as it should be. We end up needing to export data to Excel and Tableau to do a full and robust analysis that we would like to be able to give anyone that has access to Gainsight.
Read Nanette Hartley's full review
Jason Metzler profile photo
April 12, 2018

Get fired up about Gainsight.

Score 9 out of 10
Vetted Review
Verified User
Review Source
We are primarily using Gainsight within the CS org, but have begun to spread it across other departments. One example is with renewals management. We use a Gainsight dashboard to run a renewals meeting between execs, sales, product, and CS.
  • Great reporting and dashboards.
  • Our single source of truth for customer info.
  • Excellent thought leadership.
  • Administration can be complex
  • Gainsight is dependent on your Salesforce data being accurate.
Gainsight is a very powerful tool and in the right hands can transform a CS Org and its company. Just like any powerful tool, it can be daunting to know where to go next. Gainsight have recognized this, and are helping their customers with the new elements framework, which we are very excited about.
Read Jason Metzler's full review
George Hamm profile photo
April 11, 2018

Peak 10 enters into Gainsight bliss

Score 10 out of 10
Vetted Review
Verified User
Review Source
We brought in Gainsight due to the amount of churn we were experiencing, the lack of ability to contact our clients in a consistent manner, and the lack of up-sell opportunities. Since then we have seen a dramatic reduction in churn, an increase in retention rates, and we can strategically plan our our day's activities for a proactive approach to account management.
  • Provides an all around customer view.
  • Advance notice on high risk clients.
  • Organization tool for all CSMs.
  • Continue to grow with functionality.
I would like to see more IaaS companies to tap into knowledge and how they are adapting to Gainsight.
Read George Hamm's full review
Mikael Braun profile photo
April 10, 2018

Gain Sight on Client Data with Gainsight!

Score 10 out of 10
Vetted Review
Verified User
Review Source
We will be using Gainsight as our main CS hub. It's compatibility with our existing systems such as Salesforce is off the charts. The layout and ease of use, getting all the data in one click for all our clients make the decision to run with Gainsight a "no brainer!"
  • 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 will help us replace three other softwares and a ton of manual processes. Our CS department will be living in this software every minute to achieve the best results and provide the best Client Journey through every lifecycle stage.
Read Mikael Braun's full review
Meredith Blanchar profile photo
April 05, 2018

Vice President, Customer Success

Score 10 out of 10
Vetted Review
Verified User
Review Source
Gainsight is used primarily by the Customer Success and Services organization to gather information and analytics from our customers, identifying risks and opportunities, and ultimately allow both organizations to scale.
  • 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 is well suited for a CSM team looking to identify trends across their customer base in terms of adoption, concerns, and risks. Ultimately it becomes a scalability lever.
Read Meredith Blanchar's full review
Tal Admon profile photo
April 13, 2018

A very powerful tool

Score 10 out of 10
Vetted Review
Verified User
Review Source
Gainsight is used by the entire Customer Success team, daily. It helps in managing the entire customers lifecycle.
  • Excellent Support
  • Very wide feature set
  • Easily integrate with our own data
  • It is based on Salesforce, which is an obstacle if you are not a Salesforce user.
Very well suited to a SaaS company with many customers that you need to automate your activities with.
Read Tal Admon's full review
Joel Peasley profile photo
April 12, 2018

Gainsight Review

Score 9 out of 10
Vetted Review
Verified User
Review Source
Currently, our strategic success team uses gainsight to track Executive Business Reviews (EBRs) and success plans. We plan to expand on this throughout the year.
  • One source of truth
  • Proactive reach outs
  • Excellent survey model
  • Email use in all areas
Excellent for proactive reach outs.
Read Joel Peasley's full review
Matthew Lugo profile photo
April 10, 2018

Gainsight is the only way to go!

Score 10 out of 10
Vetted Review
Verified User
Review Source
Gainsight has been a great help to our organization. Implementation of each new customer has been so smooth. I really like how easy it is to be very clear about each task that needs to be performed for the customer lifecycle. There's tons of add-on's that also add so much value to it. I highly recommend it!
  • Implementation
  • CTA Tasks
  • LinkedIn
  • I don't see any features that need improvement.
Gainsight is amazing for when you are onboarding a new CSM/customer and you need to keep track of each stage/milestone. It's made my life super easy when I handle account management and I love love it.
Read Matthew Lugo's full review
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August 23, 2018

Gainsight is Great!

Score 10 out of 10
Vetted Review
Verified User
Review Source
Gainsight is used by many groups in our company to view data on each of our customers, but its powerful functionality is used by our Customer Success team. This where there processes live and how they track each interaction with the customer. Its a great way to see a summary of the customer. I believe its a great tool to enable customer success in any organization.
  • Customer Support -- they are always very fast and efficient when I put in tickets.
  • User Experience
  • Functionality and ability to customize to your company
  • More admin training opportunities
I think Gainsight is a great tool to enable companies to truly see a holistic view of the customer. It can easily be customized to your needs and have so much functionality that can help with your overall business processes.
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August 22, 2018

Gainsight - A great way to see ALL of your clients

Score 8 out of 10
Vetted Review
Verified User
Review Source
We use Gainsight as a way to manage our customer accounts. The entire customer success department uses the software. Gainsight allows us to track a client's progression. We are able to create a timeline of all interactions with each client. As such, we are able to easily determine the health and engagement of each one of our clients.
  • Timeline -- allows accounts managers to record events. You can detail date, time, who was involved, how long it lasted, and an open notes section. You can also log clients missing/skipping interactions
  • Calls to Action (CTAs) -- can set up one-time or recurring CTAs across the entire organization. Helps to prioritize actions and work collaboratively across teams.
  • Recording Scores -- the ability to record customer health scores. Allows for a quick summary view of health that can be expanded on in the notes/timeline
  • CTAs are are used rather broadly, would like a specific recurring accounts update section
  • Would love an integration with Google calendar to automatically log my calls
  • Requires a high degree of training to know the ins and outs. A more robust knowledge base with training videos would be awesome!
Well suited for a large, international organization, allows for total team collaboration. Since our organization spans different time zones, having one place to update accounts makes it easy to determine the health of each customer

Would not recommend for a smaller, centralized organization where the entire company can collaborate physically in the same office. It would be useful, but the cost may not outweigh the benefits.
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Feature Scorecard Summary

Role-based user permissions (144)
7.8
API (104)
7.9
Integration with Salesforce.com (181)
9.7
Integration with Marketo (45)
7.6
Integration with Eloqua (17)
7.3
Product usage (173)
8.5
Help desk / support tickets (147)
7.8
NPS surveys (150)
9.3
Sponsor tracking (143)
7.9
Customer profiles (173)
9.3
Automated workflow (187)
8.3
Internal collaboration (173)
7.9
Customer health scoring (186)
9.7
Customer segmentation (159)
9.3
Customer health trends (175)
9.4
Engagement analytics (155)
8.9
Revenue forecasting (97)
9.1
Dashboards (188)
8.9

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 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

Gainsight Customer Size Distribution

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

Gainsight Technical Details

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