TrustRadius
https://media.trustradius.com/product-logos/T3/KI/JVECOPT0CJWO.PNGGainsight is truly helpfulThe main focus over the last year has been within the Customer Success organization but as other functions have learned about the power of the information collected, we are being asked to provide Gainsight views to more and more people.,Great for collecting information from multiple data sources Excels at being able to poll up information throughout an account hierarchy Lets all users know what is going on within an account at any given time,No native SFTP integration Might be easier some times to simply code a solution rather than use the UI Needs more integration of scorecard fact tables,10,9,Gainsight is a great tool for quickly and easily showing executives how our very complex customers are doing and what are the areas where we are doing well and where we can improve.,Gainsight is very useful in identifying expansion opportunities The Gainsight tool helps our employees spend more time helping the customer rather than gathering information Gainsight is great at showing us what a customer truly spend with us, rather than simply a feeling,TotangoEarly daysGainsight is being used purely within the CSM function. It facilitates visibility and accountability of CSM activities to the team and the C suite.,Allows automation of key processes. Helps creation of efficient workflows.,Implementation time is severely underestimated. Support is not 24/7.,7,7,Our CEO and CFO log into Gainsight daily to get a feel for the CSM activities and customer health - their focus is on renewals.,None as yet.,Gainsight: Baby is crawling already at 3 monthsGainsight is being used by our customer success organization, formerly professional services, as well as executive leaders of all departments. We currently use Gainsight to consolidate all information regarding our customers and we are working in the Calls to Action so that we have more streamlined plays and timeline.,Customer 360 when properly provided with accurate data is a huge window into the account when executives hear something about the account and they can just login to see. Timeline feature is great. We are very excited to use automated CTAs so that our CSMs now can deal with what needs to be done now versus looking for what needs to be done now.,Documentation on Support is outdated. It would be good to have more best practices published in vault and community. Too many times we are having to engage our COM when we would like to be self-serve.,9,10,This is huge but it can become a negative if our users are not keeping the system up-to-date. A few times, our CEO has heard about a red customer and then has logged in and it doesn't reflect the status he has heard about around the office. This is not a product issue, but a change management issue on our side.,In the first year, we did not focus on specific ROI metrics. Sentiment by most is that it is really helping with customer information and collaboration. Second year, we are focusing on ROI around, churn improvement and advocacy increase.,TotangoGainsight is on the Pulse of our Customer Success!Gainsight is used by our Enterprise and Education team to more effectively manage and mitigate risk with our client base. We use it to analyse NPS scores, contact frequency, account value and numerous other metrics, and drive renewals with automated mass communications regarding account health, product usage, client satisfaction and more. The tool has helped us better focus on risk in our customer base by building out a scorecard that accurately captures the overall health of individual clients and entire verticals.,Gainsight excels at building an effective framework for the CSM to more efficiently interact with clients. We were able to significantly increase the number of clients per CSM with the help of the platform. Gainsight helps to produce meaningful datasets that the Administrators can use to create dashboards for the business and for individual users to plan their days at a glance. Gainsight provides an incredible automation platform to manage and move data around in the Salesforce instance, to build meaningful automated task assignment, merge and pivot complex datasets, and build out meaningful client metrics.,Gainsight's Rules Engine grows more powerful and capable over time but has become more complex and unintuitive to use. The mass communications platform has become our primary choice due to the native Salesforce functionality it offers, but survey functionality still has room to grow to allow for better forking of questions and translation of UI options, which would improve ease of use. Gainsight has much room for improvement in the area of consulting meaningfully with clients on best implementations in given industries and sectors. They could do a better job by focusing on bucketing customers and thoughtfully designing industry-specific approaches rather than providing a very basic setup and letting clients struggle to build an effective platform from there.,10,9,Visibility into client health is our priority with the platform. Gainsight makes it easy to combine disparate data sets like NPS responses, Opportunities, primary account contacts, and more into dynamic dashboards, reports and UI views that allow us to quickly resolve risks and find new sales opportunities. We could not survive without them.,We have had a flat headcount on our CSM team while nearly doubling the number of clients supported by CSMs. We have increased our upsell opportunities by efficiently identifying and automatically messaging clients that need more licenses. We have driven client retention higher by identifying risk in the client base via the integration of usage data and other client factors.Client Success has a new name and it's called Gainsight.We use Gainsight to manage our client success. Our client success managers use Gainsight to see usage data of their clients for our products. This helps them see where improvements are needed and where successes are happening. Our account managers use Gainsight to manage our renewal process as well as add-on sales. We also have our professional services team using Gainsight throughout the implementation process for new clients. Using Gainsight the way we do leads to our clients being successful in their use of our products as well as growing and strengthening our relationship with that client. Our client's success and happiness are extremely important to us and Gainsight helps us manage and measure that happiness and success.,Gainsight provides the availability of bringing in product usage data so that we can use that data to trigger actions such a touch points and follow ups between us and the client. Gainsight provides to ability to create a scorecard for client health. This incorporates the data we have coming in from our product as well as data we already have within Salesforce and use this to provide a grade for specific measures that all add up to an overall client health score. This functionality has had a large impact for our organization. Gainsight has great customer support. When you are with Gainsight you have the chance to have a Client Success Manager as well as a dedicated Support Representative. This is awesome because your Client Success Manager helps you with the bigger pictures and addressing the business problems you want solved and your dedicated support rep helps you along the road with any technical support you need (which they learn about what you do and the way you use the system so over time they are even better at helping answer your unique questions).,Gainsight is always releasing great updates and new product features. When updates and features do come out you can tell that they are thought through but sometimes wish they were a little more robust. It is understood that it does take time for these features to become more robust and Gainsight is really great on listening to customer feedback so needs are typically met at some point.,10,10,We have created dashboards specifically for our executives to look at. They use these dashboards regularly in evaluating growth, success, and areas for improvement. There is also a new feature where you can share a custom view of a customer account that gives the important details that executives may want to see without having to actually go into the site and look them up.,One of Gainsight's key functionalities is called CoPilot. This product we use regularly for client communications as well as sending out NPS and CSAT surveys. Our number of responses to surveys has increased by 1500% due to the cleanliness of the surveys, ease of use in creating the list of clients we need to send the surveys out, and the unique cadence we can set the survey emails to be sent on. By using the data integration feature we are able to see when a client is getting close or going over their contracted user limits. With that we have an action set up to be triggered when this contract threshold is met. The action triggers a notification that goes to an account manager letting them know its time to reach out to the client. This has saved our account managers a lot of time by them not having to go run manual reports with this data in it. Instead the notification comes to them so they can reach out as soon as possible.Gainsight or BustGainsight is being utilized across multiple functions of our business: Client Success, Support, Implementation & Migrations, Account Management, Finance, and Operations Leadership. Our initial decisions to purchase were based on improving retention of our client base, but it has quickly expanded to many other use cases. It provides standardized work flows for Client Success Managers, reporting and dashboards for leadership, a vehicle for client success qualified leads and qualified advocacy, NPS and CSAT delivery and tracking, automated lead generation for account management based off product use and account details, a more thorough client health model, and so much more. We had many of the above listed areas in place already, but Gainsight really helped to enhance and improve our results and efficiencies.,Standardized CSM workflows is very key. It puts process and science to a role that has historically acted more like an art form. Every can now have the same reaction process for key activities with our clients. NPS and CSAT. We historically ran this through other tools, but we have been blown away by the increase in response rates by utilizing Gainsight, along with our abilities to automate reactions to those scores provided by clients. I can't say enough good things about this part of the tool. Client Health Scoring: we refer to our Gainsight version as Client Health 2.0 internally. We had a pretty basic model that stretched across all reached of our business, but that's just it...it was basic. Gainsight allowed us to easily tie together data that was nearly impossible with just SFDC without significant development efforts on our end. We also went the route of pulling all data from our applications to start watching the trending behind the scenes for other leading indicators. Our teams now have watch on a couple hundred variables that we previously had no insight into with relation to churn. It requires the most effort and planning for a business to implement, but the rewards are 100% worth it. We doubled the effectiveness of our predictive model, and we rely on this data across everything from client care, to sales, to finance, to renewals, to marketing, and so on.,The only areas I would like to see adjusted would be around dashboards and reporting. I considered myself an expert in building reports and dashboards in SFDC, and I now rely on our Gainsight administrator for everything in Gainsight. Perhaps consider some basic options for individual users to more easily create their own.,10,10,Very important. We utilize a dashboard for our operations and executive leadership teams that focus on high risk accounts and renewals. Everyone on the operations team has a license and logs in to view accounts they sponsor for our business.,Increased upsell via Client Success Qualified Leads. We expect to see continued growth here through supplemental, focused lead gen efforts Advocacy: we are in the process of rolling out initial advocacy tracking. Our expectations are that this will drive additional revenue and case studies across the business,A CSM's dream toolGainsight is used across business units. It helps the CSMs be proactive and manage their accounts.,Continually improves the platform. Energy flowing conferences. Services team really helped with setup and issues.,Better high-level reporting for Directors. We have a lot of relationship offerings and there are limits. Expensive for licenses. Dashboard permissions are tough. Need to have them in groups so I don't have to add each person to each dashboard. We have a lot of dashboards.,9,10,Visibility is very important. Executives look at usage reports and will target those accounts for certain communications. It helps them understand upcoming renewals and an account's overall status.,Boost employee efficiency,SalesforceIncrease team efficiency and customer contact with Gainsight!Gainsight is currently used by our Customer Success Team to streamline the management of assigned accounts. We have more than 100 accounts assigned to each CSM and Gainsight helps us keep our contact on point.,The dashboards help me to know where I am in the lifecycle of my accounts and also brings to light in a nice visual way any accounts experiencing risk factors so that I can delve in and address any issues. The CTAs (Call to Action) task list is key in helping me stay on top of my accounts. I love the ability to easily send emails directly from CTAs. This really streamlines the workflow. Integration with SalesForce is key and brings timeline items to the forefront for others within our organization.,The ability to easily generate reports of captured data would be nice.,9,9,There are some higher level accounts that I believe are very important for executives to have insight into but not for the majority. I think the interest lies with general account health, revenue projections, etc.,Improve retention Increase employee efficiencyMy Insight into Gainsight - First ImpressionsOur Client Success team utilizes Gainsight to aid in the management of their customers. It provides insight into their history, business goals, feature adoption, etc. Our consultants love the email functionality in Gainsight that helps them pinpoint who to reach out to and what to say through their cockpits, CTAs and email assist.,Gainsight has great support! We love the relationship we have with our CSM at Gainsight, as well as access to their support team, online knowledge base, and their Community. We love the Rules Engine and how we can customize Gainsight to work for us. We have built rules that comb through our customer accounts and usage to give us great things to reach out to about them. We can customize email templates based on these rules and create efficiency for our consultants. The concept behind Success Plans - we're all about it! We like that Gainsight offers a way to track a plan being created and customized for our customer base. We tailor them and let our consultants tweak them further based on their relationships.,Reporting - we have faced limitations and trouble implementing reports. They aren't user friendly and can't be edited easily by users who are looking to access their own reports. The product is powerful which makes it difficult to learn. Since it's so robust, their is a learning curve for sure!,8,9,We have an executive dashboard but haven't perfect the reports in it as of yet. Visibility into heath score trends and having the ability to drill into C360 views of customers will be helpful once we can make everything perfectly relevant.,Increased efficiency Focus/move in mindset to being more proactive & strategic consultants as opposed to reactive support Increased visibility into customer account usage, support, and needs,Customer Success that SCALES with GainsightWe use Gainsight in Customer Success and our Base Sales organization as well as Technical Account Management in support. Key functions are risk management, CTA's around support escalations and pulling all of our client sources into a single dashboard.,Forces you to standardize your playbook and setup CTA's to execute common plays Aggregates multiple sources of client information into a single dashboard Grows our Customer Success team using latest trends in the industry,Wished it would handle my reference process instead of a 3rd party app. Would love for it to handle advocacy (i.e. Intuitive),9,9,Very important. We still have work to do to get our executive leadership team all using it.,Standardized the behavior of our new team at scale across the organization. We have integrated it into other systems to provide a single dashboard.Gainsight ReviewIt is being used by our success and account management team to track client usage and adoption but also to track our overall renewals and upsells.,Health scoring Identifying red flags early on through automated CTAs Insight into customer usage and adoption,More bidirectional sync between Salesforce and gainsight Calculations in reporting,9,10,Very important. We’ve built high-level dashboards for then and they actually have licenses.,Identify customer health Identify red flags and adoption Identify upsell opportunities,z-insightGainsight-- Important Investment!Gainsight is being used by our Customer Success team on a daily basis. It helps simplify workflows, managing day-to-day tasks and activities, as well as addressing one of our top priorities-- renewals.,Manage risks very seamlessly Demonstrate value to our end users in terms of ROI through dynamic data Manage expansion opportunities,Rules engine has some limitations in terms of bionic rules Being more diverse in the way Scorecards are determined/ created-- i.e. through MDA,9,9,Executive Dashboards are very important to our organization because it helps each level of management be able to act/ address items. We have several dashboards created for each user role from CSAs, CSMs, managers, and executives. We are quickly able to develop these and demonstrate what is essential for a team to adhere to business objectives.,Retention rates/ renewals Manage risks and upsell opportunities Identifying overall health of the accountGainsight helpful for both Services and Sales organizationGainsight is being used to track and manage our customers. Our Partner Services organization uses Gainsight to see both product adoption and health measures for our customers. From a Sales perspective we use Gainsight to snapshot important data and metrics on a daily basis which we could not do with Salesforce alone.,Capture important historical data daily with MDA tables Create reports and dashboards quickly Great user interface,Additional options for visualizing data in reports More documentation on building and updating MDA tables More chart types for dashboards,8,10,Executive view into customer accounts (and customer success in general) is extremely import at our company. With dashboards customized for our executive team they're able to get a quick view of the accounts that are healthy and how product adoption is trending across both healthy and unhealthy accounts. Gainsight has made it a lot easier to surface important customer success metrics to our executives.,Better identification of healthy accounts Better understanding of our historical sales data Customer Success team able to work with account data more effectively,TotangoMore power than we were ready forOur Customer Success team uses Gainsight to track customer health and their day-to-day activities with customers. We have built playbooks in the tool to address specific needs, specifically around risk mitigation. We are just starting to share more visibility into our Gainsight data with the Sales Field as well. In summary, Gainsight allows us to track and manage customer health, address churn risks, and increase visibility internally to the health of our customers.,Flexibility in constructing Customer Health Scores: from data sources, to rule-building and score weighting, etc. Providing structure for the Customer Success team to track day-to-day activities: both system-prompted based on data, and manually-created. Simple high-level reporting for management and executives. Robust community of users sharing best practices, ideas and collectively solving problems.,We need to better capture what individual stakeholders at a company care about so we can manage to that. Gainsight doesn't currently provide a way to track specific goals for individual contacts, but all goals/objectives are at the company level. Gainsight doesn't provide an easy way to share dashboards/reports with executives and leadership via email. The implementation was a little rocky. The Success Express workshop wasn't structured in a way to allow us to get maximum benefit, and our Project Manager throughout implementation often struggled to find solutions and ideas for us.,10,9,This is an area where we still struggle. Gainsight's recent improvements on sharing are helping us out quite a bit. We have built a Customer 360 view for our executives, and we shared the slackbot (Sally) with them for quick data. Ultimately, we're still heavily reliant on Google sheets and emails to share information, but we're getting there. Gainsight has made huge strides here, but I'm excited for the next few releases to be able to really give our execs more visibility.,6 to 10 people,Improve efficiency of Customer Success team, allowing us to support more customers Identify risks in customer base to employ our retention tactics Monitor health trends and drivers at scale in the customer base,The Gainsight community page is among the best I've encountered. Users are vey active on the site. I post there often looking for ideas or recommending functionality in the product. I get lots of ideas from other users, and from Gainsight employees, and my feature requests always get a response from Gainsight. The Pulse conference is world-class. I attended in 2016 and got tremendous value from the sessions, and from networking with others in the Customer Success community.,DIYGainsight — Makes My OCD SO HappyGainsight is used by the customer success arm of our sales team exclusively. It solves account tracking, account related to-dos, and helps us be uber organized about client success functions and follow up.,Action Items — Makes it really clear which accounts have to-do's, let's you set due dates on these, allows organization to push standard CTAs associated with account on-boarding, check-ins, etc. Note taking! I am obsessed with Timeline. Allows me to log account updates, important email exchanges, call notes and other general account good-to knows and also create tasks based on each.,There may be something in our team's instance of GS that auto prompts 'Closed as Incomplete' at the main CTA level when you close too many playbook tasks and then the main CTA at the same time. Again, this may be settings. As much as I love Timeline, the formatting can sometimes be very off. Especially if you're copying and pasting content into Timeline. It would be great to be able to co-create Timeline entries. Myself and my CSM partner will often times take notes on the same call, so its duplication. Would be great to be able to @mention someone in Timeline.,10,9,Executives use Gainsight to track account health and team usage pretty closely.,Employee Efficiency Improve Retention,Wunderlist and EvernoteGainsight - Great for Operationalizing Customer LifecycleGainsight is currently used by our Customer Success team(s) and our Customer Marketing team. Gainsight allows us to operationalize our customer lifecycle by enabling us to define key touchpoints and assign tasks to CSMs as well as segment and automation lifecycle communication.,Integration with Salesforce to allow our teams to follow-up based on activity and renewal history and easily update Salesforce records Reports that give a quick glance at renewal pipelines and account performance Segment customer email campaigns based on account activity and history,Co-pilot (email) reporting Email builder and template creation Email assist feature (playbook creation),9,7,Visibility into customer accounts is paramount for executive at our organization. Executives review and send performance and renewal dashboards out to the Customer Success organization on a weekly basis and base many of their forecasting and resourcing decisions based on these reports.,Upsells through email segmentation and lifecycle marketing Retention through renewal playbooks and automated communication CSM efficiency through playbooks, CTAs, and reporting,IntercomMy learning curve with GainsightIt is being used by the Customer Success Management team. It helps us to scale in a way processes are robust. We are utilizing same methodology to manage all accounts, get us aware of customers at risk, get the work of the CSM day to day much more organized, provide the manager the needed visibility of customer tied to a team/ region/ other specific metrics.,Views of accounts that it makes it easy to track - for example - manage accounts to be renewed this quarter/ accounts to be renewed next quarter/ New customers that are on boarding etc. Account 360 - detailed area where I can view all information required per account. Timeline - capability that you can utilize to log in quickly any type of activity done with the customer - so you can track history.,Views are not always adjusting to screens - makes it super not user friendly to use it. When view is even smaller than the screen, you get the view on 2/3 of the screen rather than adjusting for full screen. You are not being able to add comments to a specific account, when you are on one of the views. You must go into the account 360 and add your comments. Very time consuming. Too many clicks when you deal with CTA - makes it unusable.,7,8,Not utilizing at the moment as they have not adopted the tool as of yet. It is important and it will be a key piece of us continuing using GS.,Improve retention Employee efficiency Improve OBP flow with new customers,TotangoGreat for managing a large book of business!Gainsight is primarily used by the Customer Success team, however other teams are increasingly utilizing the platform--and the information that we collect is used throughout the organization. We leverage Gainsight as our central dashboard (within Salesforce) to track and manage our customers--including our interactions, their use of our product, feature requests, relationship notes, and more. This level of detail is helpful both for executive visibility, as well as information that others can refer to in getting up to speed on a new account or understanding trends across our account-base.,Provides turnkey analytics on customer usage of our products. Alerts when usage has dropped Manages NPS surveys and responses Timeline for tracking activities & cockpit for task management,Sponsor tracking doesn't work properly Somewhat manual (requires a lot of inputs directly from users--and setup on backend) Date range on usage reports (can only change greater than or less than)--and need to update when you pivot to a new report,8,7,Very important - executives look at this information regularly as we're forecasting our revenue; also management frequently reviews the progression of events in understanding account health trends or trying to figure out what we could have done differently. NPS surveys are part of our compensation plan & our product team reviews the feature requests on a quarterly basis to prioritize product roadmap.,Since implementing Gainsight, we have decreased churn and increased net retention. This was also bolstered by updates to CS management but Gainsight was certainly helpful in driving the vision. We've become much more process-oriented in our approach to renewals - less reactive and we start planning ahead of 90Days We've segmented accounts more & helped sales to craft an ideal customer profile based on churn trends.,Gainsight is worth its weight in goldWe launched Gainsight in our Client Success department and due to the success that we had, it has spread like wildfire across the organization. We then rolled it out to our Account Management, Implementation, Support and Sales teams, as well as at the ELT level. It helps us to proactively manage our accounts.,Beautiful interface -- really take the mundane, heavy-scrolling of Salesforce and puts it into an easy to use and read interface. Customization of reports and dashboards -- makes it easy to look at reports every morning. CTAs -- helps our team members proactively manage their time.,Not much, Gainsight really thinks about every facet of their program, releasing new items each quarter to help their users.,10,10,Very -- they meet weekly to review At Risk and accounts that are up for renewal. They can very easily do so by pulling up the Customer list.,Improved retention Improved renewal Proven effectiveness of Client Success team,Salesforce,200,3Great ToolGainsight is primarily used by the onboarding and account management teams who work with existing customers. It helps identify risk for potential churn and help retain customers.,Provides organization of my portfolio Helps identify risk and changes within the account that help me be more proactive in reaching out to my customers Dashboards to see how my and team and I are performing,Better email sending tools Does not always sync correct data from other platforms Updating the scorecards is finicky,9,We implemented a section called Executive Summary which our leadership team has requested to find out the most important information about a customer.,Enabled more proactive communication to customers It has helped us identify and improve retention Allows for teams to have a platform employee efficiency,Really enjoy working with GainsightWe use Gainsight across our Client Services teams within our Revenue division. We use Gainsight as our primary account management software so that our team has visibility into what's happening within their accounts. We also use Gainsight as our primary net promoter score administration tool.,As our net promoter score administration tool, we're able to easily distribute our surveys to relevant customers on a regular cadence, get immediate visibility into their feedback when a response has been given, and easily alert our relevant teams about the feedback so they can close the loop on the feedback. The Gainsight scorecard has helped us to proactively manage the risky accounts in our book in a way that was super manual previously. These scorecards provide visibility to all of our team leads up through leadership, so they can easily evaluate the health and risk of our accounts and therefore better forecast the business and/or take action on risky accounts. The Gainsight Cockpit/Calls-To-Action have helped organize our account managers' workload on a regular basis, providing them with a set of to-dos within accounts and alerts them of information that they may not have been proactively managing previously.,In regards to the distribution of emails from their outreach and email assist functions, we find that a percentage of our emails are getting blocked by our clients firewalls and/or are showing up in the spam of customers. Because Gainsight lives on top of the Force.com platform for us, we find that the loading times of the pages can sometimes take awhile. This may lead to time-outs and/or error messages on some occasions.,9,9,For certain executives, it means everything. We use it mainly within our Revenue division, but also in Finance.,Our retention has been a lot higher since implementing Gainsight. We're able to send more surveys and therefore get more feedback from our customers.,Gainsight: Nothing on the market is comparable!We currently use Gainsight primarily for our customer success team. We have recently rolled out the use of our Gainsight Limited Licenses to a select group in our sales department as well to help build cross-functional relationships and collaboration with our customers. Recent feature releases have also allowed us to share information from within Gainsight to the executive team without having to purchase a seat.,Gainsight's ability to form quick and comprehensive health scoring, allows our CSMs to derive quick insights into their customers and allows them to prioritize their book of business. Gainsight's Cockpit allows CSMs to stay organized with their upcoming and overdue tasks. Dashboards and reporting allow for customization. This allows us to provide specific views for what each member of the team needs to see from executives, managers, or CSMs.,The reporting capabilities do not always support the level of detail we are looking to achieve. There are a lot of limitations when it comes to the number of fields you can pull in, which then limits the graphical options you have. As an admin, there is quite a learning curve to implement and support Gainsight. It would be pretty difficult to roll out Gainsight without an admin in place. Either the implementation needs to be simplified or training resources need to be greatly improved.,8,9,Visibility into accounts is extremely important to our executive members and was one of the main reasons we decided to make the investment into buying Gainsight. Specifically when it comes to upcoming renewals or lapsed accounts, we leverage the data in Gainsight to give the executive members visibility into where an account stands pre and post renewal.,Gainsight has allowed us to holistically understand the health of our accounts which is something we have always struggled with. Gainsight has also allowed us to drive CSM efficiency with the use of the tool as well as give them more insights into their BoB's with the use of customized reporting which has helped them prioritize their renewals and decrease churn. Gainsight has allowed us to bring together our Sales and CS department to become partners on their accounts rather than singularly managing it.,Pendo.ioEnterprise customer success managerIt is being used across the whole organization and solves countless business problems such as additional insight into customer's environment and experience with the use of the dashboard and the features we can choose to have implemented. It is a huge source of knowledge and consistently keeps us organized.,Timeline feature Scorecard feature Dashboard,The ability to CC Gainsight on emails,10,10,More insight into churn More organization Way stronger options for customer communication to re-engageThe Power of GainsightWe have proactive insights into each of our customers accounts, for example when there are new enablement projects starting/finishing we are notified by Call To Actions (CTAs). A CTA can help our department to stay in front of any issues/changes the customer is facing. Another major feature is the ability to pull reports from that data flow between our customers and their trading partners. Our CSM team can use these insights and reports to provide powerful business impacting views into what is working for our customers and what areas can be improved. The final main feature of Gainsight is the ability to keep a log of all the interactions that happen between our customers and the CSM department, by updating the timeline we are able to understand what has happened with the customer as accounts change between CSMs.,I would recommend that there are more ways for Gainsight to capture the communication between the CSM and our customers. Currently we have to manually track the communication and as a result things do get missed or are not deemed as "important". If we have an easy way to log a call, email, or presentation it would improve our teams insight into the customer journey. I think it would be great to have the communication within Gainsight to be visible to other departments that only use Salesforce. This would give our company more transparency between the departments and one central area of information. I would like to have an ability to work completely out of Gainsight and not have to jump back and forth into salesforce. So if a case is updated it would be great to open that case in Gainsight and then if I need to send a message to the analyst I can do so with Gainsight.,10,9,Our managers and executives can use Gainsight to view the entire departments book of business, with that information they can identify areas of opportunities. They can see view specific industries', or teams and from there find the low hanging fruit or show the difference between regions and countries. By having an entire view on the pulse and health of your customers I think you will find great insights.,Improve customers health, we have been able to stay proactive and on top of cases that are being worked by the CSM or Support team and ensure that task get completed. We have been able to improve retention due to Gainsight by showing value and drive the time it takes to resolve a case. Revenue waterfall and increase upsell is being utilized even more, and I look forward to how Gainsight can improve this section.,SalesforceGainsight is my favorite "place" to workWe use Gainsight primarily in our Customer Success Team (CST), using it to manage onboarding and customer relationships, distribute and analyze NPS and CSAT surveys. The platform serves as the source of truth for tasks and timelines for our trainers and customer success advisors. We also make extensive use of the reporting and dashboards to monitor our customers' health and progress through their lifecycle. While the daily activity in Gainsight is driven by CST, the analytics are frequently shared with the entire company.,Automated process management: We continually refine our Gainsight Rules Engine, Success Plans and Playbooks. Having plans of action ready to auto-assign to the right resources when the situation arises is a HUGE time saver and provides consistency. Customer Support: The support team at Gainsight is always friendly, responsive and have resolved any questions or issues in good time. The only time that an issue wasn't resolved quickly, it was highly complex and fairly unique to our environment. Support still remembered to keep us updated and kept at the problem with devs until all was fixed. Reporting: I'm a big fan of dashboards and reports! Data Spaces and the Report Builder allow for great power and versatility to show execs, managers and folks on the front lines what is happening with our customers and our own processes. They look good, too--I could stare at usage data charts all day. ;),Basic UX - I find that each "area" of Gainsight is fairly intuitive to use with a little learning, but there are basic interactions which are quite inconsistent. My primary example of this would be "Save". Sometimes there's a button labeled Save at the bottom of a page or widget. Sometimes there's a similar button at the top. Sometimes it's an icon shaped like a disk to the right of an item...or the top of a page. And there seem to be times where simply clicking out of a field "saves" a change. This has caused confusion for us at times. I would love to see some work to take the fundamentals of user interaction and make them more consistent across the platform. More Basic UX - Where are permissions configured? Just like with the Save button: "it depends". Some portions of Gainsight have permissions above and beyond what is granted via Salesforce. Sometimes you go to Administration to configure permissions in a designated space, but for other parts of the tool, you configure them in the same space where you do your work. As an admin, I just tell new users to let me know when they get a permissions error and I'll figure it out.,10,10,Gainsight's customer insights are used across our organization. Our NPS scores are a key KPI and NPS comments are disseminated as valuable feedback on our products, our training and our support. We are constantly creating new reports or refining existing ones in order to better understand churn and upsell opportunities. The agenda of pretty much every meeting I have with management and executives is focused on Gainsight dashboards present and future.,I'd like to say we've used Gainsight to improve retention, and maybe we have indirectly (we don't have a big problem with churn). What we've done so far is unearth challenges and needs in our onboarding process which we are now working on. Soon, that effort should allow our CSMs to shift more focus from training to maintaining better health and the retention that comes with it. Gainsight is now directly contributing to our advocacy program's growth. When we get a "promoter" response from a user who is not yet in the advocacy program (we use Influitive--another excellent tool), we automatically send them an email inviting them to join.
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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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June 07, 2018

Gainsight is truly helpful

Score 10 out of 10
Vetted Review
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The main focus over the last year has been within the Customer Success organization but as other functions have learned about the power of the information collected, we are being asked to provide Gainsight views to more and more people.
  • Great for collecting information from multiple data sources
  • Excels at being able to poll up information throughout an account hierarchy
  • Lets all users know what is going on within an account at any given time
  • No native SFTP integration
  • Might be easier some times to simply code a solution rather than use the UI
  • Needs more integration of scorecard fact tables
Great for showing the entire organization how the customer sees us. One of the few tools focused on an outside-in view as opposed to most of our tools which show an inside-out view. However, there is a learning curve to learning the backend that could have better online training.
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August 22, 2018

Early days

Score 7 out of 10
Vetted Review
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Gainsight is being used purely within the CSM function. It facilitates visibility and accountability of CSM activities to the team and the C suite.
  • Allows automation of key processes.
  • Helps creation of efficient workflows.
  • Implementation time is severely underestimated.
  • Support is not 24/7.
Once set up it is well suited to reporting and planning of CSM activities. We did not have an assigned implementation team, despite recommendations - this was a mistake- it contributed to delays in full implementation and disenchantment with the solution.
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Jason Knape profile photo
February 22, 2018

Gainsight: Baby is crawling already at 3 months

Score 9 out of 10
Vetted Review
Verified User
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Gainsight is being used by our customer success organization, formerly professional services, as well as executive leaders of all departments. We currently use Gainsight to consolidate all information regarding our customers and we are working in the Calls to Action so that we have more streamlined plays and timeline.
  • Customer 360 when properly provided with accurate data is a huge window into the account when executives hear something about the account and they can just login to see.
  • Timeline feature is great.
  • We are very excited to use automated CTAs so that our CSMs now can deal with what needs to be done now versus looking for what needs to be done now.
  • Documentation on Support is outdated.
  • It would be good to have more best practices published in vault and community. Too many times we are having to engage our COM when we would like to be self-serve.
Gainsight is a great place to combine all information about the customer. The real advantage comes into play when you use automated CTAs and combining with usage data. If you do not have usage data, you can still use it but you should push your organization to get this ASAP.
Read Jason Knape's full review
Steven Doty profile photo
October 26, 2017

Gainsight is on the Pulse of our Customer Success!

Score 10 out of 10
Vetted Review
Verified User
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Gainsight is used by our Enterprise and Education team to more effectively manage and mitigate risk with our client base. We use it to analyse NPS scores, contact frequency, account value and numerous other metrics, and drive renewals with automated mass communications regarding account health, product usage, client satisfaction and more. The tool has helped us better focus on risk in our customer base by building out a scorecard that accurately captures the overall health of individual clients and entire verticals.
  • Gainsight excels at building an effective framework for the CSM to more efficiently interact with clients. We were able to significantly increase the number of clients per CSM with the help of the platform.
  • Gainsight helps to produce meaningful datasets that the Administrators can use to create dashboards for the business and for individual users to plan their days at a glance.
  • Gainsight provides an incredible automation platform to manage and move data around in the Salesforce instance, to build meaningful automated task assignment, merge and pivot complex datasets, and build out meaningful client metrics.
  • Gainsight's Rules Engine grows more powerful and capable over time but has become more complex and unintuitive to use.
  • The mass communications platform has become our primary choice due to the native Salesforce functionality it offers, but survey functionality still has room to grow to allow for better forking of questions and translation of UI options, which would improve ease of use.
  • Gainsight has much room for improvement in the area of consulting meaningfully with clients on best implementations in given industries and sectors. They could do a better job by focusing on bucketing customers and thoughtfully designing industry-specific approaches rather than providing a very basic setup and letting clients struggle to build an effective platform from there.
Gainsight works best if your organization:
  • Uses Salesforce effectively and correctly
  • Understands what client metrics best affect renewals
  • Has built an integration to aggregate that data and push it to Salesforce or another data platform already and correlate it with Salesforce records
If you do not know any leading indicators for churn/renewal or lack access to usage data for your clients, you will not benefit as much from the risk mitigation functions in Gainsight.

If your contact records are not clean or attached to your customers correctly in Salesforce, its mass communications tools will be less effective.
Read Steven Doty's full review
Colleen Fleming profile photo
October 10, 2017

Client Success has a new name and it's called Gainsight.

Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Gainsight to manage our client success. Our client success managers use Gainsight to see usage data of their clients for our products. This helps them see where improvements are needed and where successes are happening. Our account managers use Gainsight to manage our renewal process as well as add-on sales. We also have our professional services team using Gainsight throughout the implementation process for new clients. Using Gainsight the way we do leads to our clients being successful in their use of our products as well as growing and strengthening our relationship with that client. Our client's success and happiness are extremely important to us and Gainsight helps us manage and measure that happiness and success.
  • Gainsight provides the availability of bringing in product usage data so that we can use that data to trigger actions such a touch points and follow ups between us and the client.
  • Gainsight provides to ability to create a scorecard for client health. This incorporates the data we have coming in from our product as well as data we already have within Salesforce and use this to provide a grade for specific measures that all add up to an overall client health score. This functionality has had a large impact for our organization.
  • Gainsight has great customer support. When you are with Gainsight you have the chance to have a Client Success Manager as well as a dedicated Support Representative. This is awesome because your Client Success Manager helps you with the bigger pictures and addressing the business problems you want solved and your dedicated support rep helps you along the road with any technical support you need (which they learn about what you do and the way you use the system so over time they are even better at helping answer your unique questions).
  • Gainsight is always releasing great updates and new product features. When updates and features do come out you can tell that they are thought through but sometimes wish they were a little more robust. It is understood that it does take time for these features to become more robust and Gainsight is really great on listening to customer feedback so needs are typically met at some point.
Gainsight is a client success tool. If you are a growing company or even a well established company Gainsight is a great way to get an even deeper understanding of how your clients are using your product or service and how you can guide them on an even more successful path.
Read Colleen Fleming's full review
Candace Wallace profile photo
October 31, 2017

Gainsight or Bust

Score 10 out of 10
Vetted Review
Verified User
Review Source
Gainsight is being utilized across multiple functions of our business: Client Success, Support, Implementation & Migrations, Account Management, Finance, and Operations Leadership. Our initial decisions to purchase were based on improving retention of our client base, but it has quickly expanded to many other use cases. It provides standardized work flows for Client Success Managers, reporting and dashboards for leadership, a vehicle for client success qualified leads and qualified advocacy, NPS and CSAT delivery and tracking, automated lead generation for account management based off product use and account details, a more thorough client health model, and so much more. We had many of the above listed areas in place already, but Gainsight really helped to enhance and improve our results and efficiencies.
  • Standardized CSM workflows is very key. It puts process and science to a role that has historically acted more like an art form. Every can now have the same reaction process for key activities with our clients.
  • NPS and CSAT. We historically ran this through other tools, but we have been blown away by the increase in response rates by utilizing Gainsight, along with our abilities to automate reactions to those scores provided by clients. I can't say enough good things about this part of the tool.
  • Client Health Scoring: we refer to our Gainsight version as Client Health 2.0 internally. We had a pretty basic model that stretched across all reached of our business, but that's just it...it was basic. Gainsight allowed us to easily tie together data that was nearly impossible with just SFDC without significant development efforts on our end. We also went the route of pulling all data from our applications to start watching the trending behind the scenes for other leading indicators. Our teams now have watch on a couple hundred variables that we previously had no insight into with relation to churn. It requires the most effort and planning for a business to implement, but the rewards are 100% worth it. We doubled the effectiveness of our predictive model, and we rely on this data across everything from client care, to sales, to finance, to renewals, to marketing, and so on.
  • The only areas I would like to see adjusted would be around dashboards and reporting. I considered myself an expert in building reports and dashboards in SFDC, and I now rely on our Gainsight administrator for everything in Gainsight. Perhaps consider some basic options for individual users to more easily create their own.
Well Suited Areas: client success teams, account management teams, basic customer marketing, lead generation based off of very specific behaviors/data points

Less Appropriate areas: full-on marketing/lead generation. I have found that it's a great supplement to our marketing efforts, but would not recommend someone to use it for everything is you are supporting a large customer base
Read Candace Wallace's full review
Karen Tonch profile photo
October 27, 2017

A CSM's dream tool

Score 9 out of 10
Vetted Review
Verified User
Review Source
Gainsight is used across business units. It helps the CSMs be proactive and manage their accounts.
  • Continually improves the platform.
  • Energy flowing conferences.
  • Services team really helped with setup and issues.
  • Better high-level reporting for Directors. We have a lot of relationship offerings and there are limits.
  • Expensive for licenses.
  • Dashboard permissions are tough. Need to have them in groups so I don't have to add each person to each dashboard. We have a lot of dashboards.
Well suited- love timeline, custom reports, dashboards, email assist
Less suited- data inaccuracy on our side, difficult to bring data in from different sources
Read Karen Tonch's full review
Donna Kumar profile photo
October 06, 2017

Increase team efficiency and customer contact with Gainsight!

Score 9 out of 10
Vetted Review
Verified User
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Gainsight is currently used by our Customer Success Team to streamline the management of assigned accounts. We have more than 100 accounts assigned to each CSM and Gainsight helps us keep our contact on point.
  • The dashboards help me to know where I am in the lifecycle of my accounts and also brings to light in a nice visual way any accounts experiencing risk factors so that I can delve in and address any issues.
  • The CTAs (Call to Action) task list is key in helping me stay on top of my accounts.
  • I love the ability to easily send emails directly from CTAs. This really streamlines the workflow.
  • Integration with SalesForce is key and brings timeline items to the forefront for others within our organization.
  • The ability to easily generate reports of captured data would be nice.
If you're noticing a lot of churn with your customer base or if you just need to get a better handle on how you communicate with your customers (and sometimes when you communicate with them), Gainsight can help.
Read Donna Kumar's full review
Jessica Hall profile photo
October 02, 2017

My Insight into Gainsight - First Impressions

Score 8 out of 10
Vetted Review
Verified User
Review Source
Our Client Success team utilizes Gainsight to aid in the management of their customers. It provides insight into their history, business goals, feature adoption, etc. Our consultants love the email functionality in Gainsight that helps them pinpoint who to reach out to and what to say through their cockpits, CTAs and email assist.
  • Gainsight has great support! We love the relationship we have with our CSM at Gainsight, as well as access to their support team, online knowledge base, and their Community.
  • We love the Rules Engine and how we can customize Gainsight to work for us. We have built rules that comb through our customer accounts and usage to give us great things to reach out to about them. We can customize email templates based on these rules and create efficiency for our consultants.
  • The concept behind Success Plans - we're all about it! We like that Gainsight offers a way to track a plan being created and customized for our customer base. We tailor them and let our consultants tweak them further based on their relationships.
  • Reporting - we have faced limitations and trouble implementing reports. They aren't user friendly and can't be edited easily by users who are looking to access their own reports.
  • The product is powerful which makes it difficult to learn. Since it's so robust, their is a learning curve for sure!
It's great for a team that is FOCUSED on supporting the goals & overall success of a customer. It helps for those who are looking to build strategic & proactive relationships, not necessarily focused 100% on sales and also not 100% reactive support.
Read Jessica Hall's full review
Ted Malley profile photo
October 26, 2017

Customer Success that SCALES with Gainsight

Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Gainsight in Customer Success and our Base Sales organization as well as Technical Account Management in support. Key functions are risk management, CTA's around support escalations and pulling all of our client sources into a single dashboard.
  • Forces you to standardize your playbook and setup CTA's to execute common plays
  • Aggregates multiple sources of client information into a single dashboard
  • Grows our Customer Success team using latest trends in the industry
  • Wished it would handle my reference process instead of a 3rd party app.
  • Would love for it to handle advocacy (i.e. Intuitive)
New CSM team forming, new players, need to standardize behavior quickly. Need to provide simple metrics for executive dashboard.
Read Ted Malley's full review
Berin Bezmen profile photo
October 03, 2017

Gainsight Review

Score 9 out of 10
Vetted Review
Verified User
Review Source
It is being used by our success and account management team to track client usage and adoption but also to track our overall renewals and upsells.
  • Health scoring
  • Identifying red flags early on through automated CTAs
  • Insight into customer usage and adoption
  • More bidirectional sync between Salesforce and gainsight
  • Calculations in reporting
Understanding the health of an account
Read Berin Bezmen's full review
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December 28, 2017

Gainsight-- Important Investment!

Score 9 out of 10
Vetted Review
Verified User
Review Source
Gainsight is being used by our Customer Success team on a daily basis. It helps simplify workflows, managing day-to-day tasks and activities, as well as addressing one of our top priorities-- renewals.
  • Manage risks very seamlessly
  • Demonstrate value to our end users in terms of ROI through dynamic data
  • Manage expansion opportunities
  • Rules engine has some limitations in terms of bionic rules
  • Being more diverse in the way Scorecards are determined/ created-- i.e. through MDA
From an internal perspective, Gainsight is very useful for training and onboarding. Accounts are transferred from one CSM to another without anything being slipped through the cracks. For example, through the Timeline activity, all records of calls, emails, updates, etc. are notated within the account demonstrating visibility/ health of the account very clearly to the new CSM.
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October 31, 2017

Gainsight helpful for both Services and Sales organization

Score 8 out of 10
Vetted Review
Verified User
Review Source
Gainsight is being used to track and manage our customers. Our Partner Services organization uses Gainsight to see both product adoption and health measures for our customers. From a Sales perspective we use Gainsight to snapshot important data and metrics on a daily basis which we could not do with Salesforce alone.
  • Capture important historical data daily with MDA tables
  • Create reports and dashboards quickly
  • Great user interface
  • Additional options for visualizing data in reports
  • More documentation on building and updating MDA tables
  • More chart types for dashboards
Gainsight is great for tracking data historically for our sales team, both as a team and by individual rep. It's very easy and intuitive to segment data by region or team and the data is very easy to export for manipulation in excel. Individually for sales people (with a company of our size) it does not make sense for the reps to be using Gainsight on a daily basis, but it's easy for them to sync with our partner success team to look at any necessary info.
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January 26, 2018

More power than we were ready for

Score 10 out of 10
Vetted Review
Verified User
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Our Customer Success team uses Gainsight to track customer health and their day-to-day activities with customers. We have built playbooks in the tool to address specific needs, specifically around risk mitigation. We are just starting to share more visibility into our Gainsight data with the Sales Field as well. In summary, Gainsight allows us to track and manage customer health, address churn risks, and increase visibility internally to the health of our customers.
  • Flexibility in constructing Customer Health Scores: from data sources, to rule-building and score weighting, etc.
  • Providing structure for the Customer Success team to track day-to-day activities: both system-prompted based on data, and manually-created.
  • Simple high-level reporting for management and executives.
  • Robust community of users sharing best practices, ideas and collectively solving problems.
  • We need to better capture what individual stakeholders at a company care about so we can manage to that. Gainsight doesn't currently provide a way to track specific goals for individual contacts, but all goals/objectives are at the company level.
  • Gainsight doesn't provide an easy way to share dashboards/reports with executives and leadership via email.
  • The implementation was a little rocky. The Success Express workshop wasn't structured in a way to allow us to get maximum benefit, and our Project Manager throughout implementation often struggled to find solutions and ideas for us.
Gainsight is well suited if you have a strong admin who can manage the instance and get it set up. It's great for teams with traditional Customer Success and Account Management functions, and where supporting data on customers is relatively complete and clean.

Gainsight is not well suited for cases where customer data is lacking or particularly dirty, or for very small teams without administrative support.
The Gainsight community page is among the best I've encountered. Users are vey active on the site. I post there often looking for ideas or recommending functionality in the product. I get lots of ideas from other users, and from Gainsight employees, and my feature requests always get a response from Gainsight. The Pulse conference is world-class. I attended in 2016 and got tremendous value from the sessions, and from networking with others in the Customer Success community.
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November 07, 2017

Gainsight — Makes My OCD SO Happy

Score 10 out of 10
Vetted Review
Verified User
Review Source
Gainsight is used by the customer success arm of our sales team exclusively.

It solves account tracking, account related to-dos, and helps us be uber organized about client success functions and follow up.
  • Action Items — Makes it really clear which accounts have to-do's, let's you set due dates on these, allows organization to push standard CTAs associated with account on-boarding, check-ins, etc.
  • Note taking! I am obsessed with Timeline. Allows me to log account updates, important email exchanges, call notes and other general account good-to knows and also create tasks based on each.
  • There may be something in our team's instance of GS that auto prompts 'Closed as Incomplete' at the main CTA level when you close too many playbook tasks and then the main CTA at the same time. Again, this may be settings.
  • As much as I love Timeline, the formatting can sometimes be very off. Especially if you're copying and pasting content into Timeline.
  • It would be great to be able to co-create Timeline entries. Myself and my CSM partner will often times take notes on the same call, so its duplication.
  • Would be great to be able to @mention someone in Timeline.
Really great for CSM teams. Keeps you uber organized and all of your account related data (basically) in one place. Makes it very easy to scale one internal process.
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November 03, 2017

Gainsight - Great for Operationalizing Customer Lifecycle

Score 9 out of 10
Vetted Review
Verified User
Review Source
Gainsight is currently used by our Customer Success team(s) and our Customer Marketing team. Gainsight allows us to operationalize our customer lifecycle by enabling us to define key touchpoints and assign tasks to CSMs as well as segment and automation lifecycle communication.
  • Integration with Salesforce to allow our teams to follow-up based on activity and renewal history and easily update Salesforce records
  • Reports that give a quick glance at renewal pipelines and account performance
  • Segment customer email campaigns based on account activity and history
  • Co-pilot (email) reporting
  • Email builder and template creation
  • Email assist feature (playbook creation)
Gainsight is well-suited for large teams that work based on a lifecycle or renewal model and have clean/accurate CRM data.

Gainsight is not well-suited for teams that have irregular check-in schedules with their customers, or do not have clean and accurate data which to built the Gainsight environment around.
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November 02, 2017

My learning curve with Gainsight

Score 7 out of 10
Vetted Review
Verified User
Review Source
It is being used by the Customer Success Management team.
It helps us to scale in a way processes are robust. We are utilizing same methodology to manage all accounts, get us aware of customers at risk, get the work of the CSM day to day much more organized, provide the manager the needed visibility of customer tied to a team/ region/ other specific metrics.
  • Views of accounts that it makes it easy to track - for example - manage accounts to be renewed this quarter/ accounts to be renewed next quarter/ New customers that are on boarding etc.
  • Account 360 - detailed area where I can view all information required per account.
  • Timeline - capability that you can utilize to log in quickly any type of activity done with the customer - so you can track history.
  • Views are not always adjusting to screens - makes it super not user friendly to use it.
  • When view is even smaller than the screen, you get the view on 2/3 of the screen rather than adjusting for full screen.
  • You are not being able to add comments to a specific account, when you are on one of the views.
  • You must go into the account 360 and add your comments.
  • Very time consuming.
  • Too many clicks when you deal with CTA - makes it unusable.
Well suited where all your CSMs need to follow same flows and there is not a lot of diversity on the day to day operation from one CSM to another.
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October 31, 2017

Great for managing a large book of business!

Score 8 out of 10
Vetted Review
Verified User
Review Source
Gainsight is primarily used by the Customer Success team, however other teams are increasingly utilizing the platform--and the information that we collect is used throughout the organization. We leverage Gainsight as our central dashboard (within Salesforce) to track and manage our customers--including our interactions, their use of our product, feature requests, relationship notes, and more. This level of detail is helpful both for executive visibility, as well as information that others can refer to in getting up to speed on a new account or understanding trends across our account-base.
  • Provides turnkey analytics on customer usage of our products.
  • Alerts when usage has dropped
  • Manages NPS surveys and responses
  • Timeline for tracking activities & cockpit for task management
  • Sponsor tracking doesn't work properly
  • Somewhat manual (requires a lot of inputs directly from users--and setup on backend)
  • Date range on usage reports (can only change greater than or less than)--and need to update when you pivot to a new report
Gainsight is great for tracking call/interaction notes (would be great if you could edit a call to an interaction w/o having to delete).

It's helpful in preparing for business reviews or checkpoints with customers; proving out the value of our relationship & showing the progression of account health.

The Gainsight Sally Slack integration is good for execs but not many other uses
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October 31, 2017

Gainsight is worth its weight in gold

Score 10 out of 10
Vetted Review
Verified User
Review Source
We launched Gainsight in our Client Success department and due to the success that we had, it has spread like wildfire across the organization. We then rolled it out to our Account Management, Implementation, Support and Sales teams, as well as at the ELT level. It helps us to proactively manage our accounts.
  • Beautiful interface -- really take the mundane, heavy-scrolling of Salesforce and puts it into an easy to use and read interface.
  • Customization of reports and dashboards -- makes it easy to look at reports every morning.
  • CTAs -- helps our team members proactively manage their time.
  • Not much, Gainsight really thinks about every facet of their program, releasing new items each quarter to help their users.
Well-suited for account management and client success teams, especially items that can be assisted with co-pilot or automated emails. Really helps to keep team members in line to provide a similar experience to each customer. We love the sponsor tracker as it helps us bring a new level to the business/client relationship.
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October 26, 2017

Great Tool

Score 9 out of 10
Vetted Review
Verified User
Review Source
Gainsight is primarily used by the onboarding and account management teams who work with existing customers. It helps identify risk for potential churn and help retain customers.
  • Provides organization of my portfolio
  • Helps identify risk and changes within the account that help me be more proactive in reaching out to my customers
  • Dashboards to see how my and team and I are performing
  • Better email sending tools
  • Does not always sync correct data from other platforms
  • Updating the scorecards is finicky
Great for managing a portfolio and day-to-day operations. Really easy to create CTAs and follow-ups to stay on top of customer communication. Not a very good email sending/tracking system.
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October 26, 2017

Really enjoy working with Gainsight

Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Gainsight across our Client Services teams within our Revenue division. We use Gainsight as our primary account management software so that our team has visibility into what's happening within their accounts. We also use Gainsight as our primary net promoter score administration tool.
  • As our net promoter score administration tool, we're able to easily distribute our surveys to relevant customers on a regular cadence, get immediate visibility into their feedback when a response has been given, and easily alert our relevant teams about the feedback so they can close the loop on the feedback.
  • The Gainsight scorecard has helped us to proactively manage the risky accounts in our book in a way that was super manual previously. These scorecards provide visibility to all of our team leads up through leadership, so they can easily evaluate the health and risk of our accounts and therefore better forecast the business and/or take action on risky accounts.
  • The Gainsight Cockpit/Calls-To-Action have helped organize our account managers' workload on a regular basis, providing them with a set of to-dos within accounts and alerts them of information that they may not have been proactively managing previously.
  • In regards to the distribution of emails from their outreach and email assist functions, we find that a percentage of our emails are getting blocked by our clients firewalls and/or are showing up in the spam of customers.
  • Because Gainsight lives on top of the Force.com platform for us, we find that the loading times of the pages can sometimes take awhile. This may lead to time-outs and/or error messages on some occasions.
I think Gainsight as a software for account management teams is fantastic. It really helps provide organization for them and a single UI to access a lot of disparate information that may be stored in other systems. In order for it to work effectively though, I think you need to have a full-time resource managing the application and buy-in from IT/engineering resources who can help pull in the relevant usage data.
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October 17, 2017

Gainsight: Nothing on the market is comparable!

Score 8 out of 10
Vetted Review
Verified User
Review Source
We currently use Gainsight primarily for our customer success team. We have recently rolled out the use of our Gainsight Limited Licenses to a select group in our sales department as well to help build cross-functional relationships and collaboration with our customers. Recent feature releases have also allowed us to share information from within Gainsight to the executive team without having to purchase a seat.
  • Gainsight's ability to form quick and comprehensive health scoring, allows our CSMs to derive quick insights into their customers and allows them to prioritize their book of business.
  • Gainsight's Cockpit allows CSMs to stay organized with their upcoming and overdue tasks.
  • Dashboards and reporting allow for customization. This allows us to provide specific views for what each member of the team needs to see from executives, managers, or CSMs.
  • The reporting capabilities do not always support the level of detail we are looking to achieve. There are a lot of limitations when it comes to the number of fields you can pull in, which then limits the graphical options you have.
  • As an admin, there is quite a learning curve to implement and support Gainsight. It would be pretty difficult to roll out Gainsight without an admin in place. Either the implementation needs to be simplified or training resources need to be greatly improved.
Gainsight is well suited for companies who are looking to understand the state of their customers and to allow CSMs, managers, sales, etc., to derive quick insights and get a better understanding of their state of retention and potential churn.
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January 22, 2018

Enterprise customer success manager

Score 10 out of 10
Vetted Review
Verified User
Review Source
It is being used across the whole organization and solves countless business problems such as additional insight into customer's environment and experience with the use of the dashboard and the features we can choose to have implemented. It is a huge source of knowledge and consistently keeps us organized.
  • Timeline feature
  • Scorecard feature
  • Dashboard
  • The ability to CC Gainsight on emails
Best suited for all teams regardless of the frequency of customer interactions. Perfect for ensuring the entire team has a view into individual contributions.
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Ian Cummings profile photo
August 11, 2017

The Power of Gainsight

Score 10 out of 10
Vetted Review
Verified User
Review Source
  • We have proactive insights into each of our customers accounts, for example when there are new enablement projects starting/finishing we are notified by Call To Actions (CTAs). A CTA can help our department to stay in front of any issues/changes the customer is facing.
  • Another major feature is the ability to pull reports from that data flow between our customers and their trading partners. Our CSM team can use these insights and reports to provide powerful business impacting views into what is working for our customers and what areas can be improved.
  • The final main feature of Gainsight is the ability to keep a log of all the interactions that happen between our customers and the CSM department, by updating the timeline we are able to understand what has happened with the customer as accounts change between CSMs.
  • I would recommend that there are more ways for Gainsight to capture the communication between the CSM and our customers. Currently we have to manually track the communication and as a result things do get missed or are not deemed as "important". If we have an easy way to log a call, email, or presentation it would improve our teams insight into the customer journey.
  • I think it would be great to have the communication within Gainsight to be visible to other departments that only use Salesforce. This would give our company more transparency between the departments and one central area of information.
  • I would like to have an ability to work completely out of Gainsight and not have to jump back and forth into Salesforce. So if a case is updated it would be great to open that case in Gainsight and then if I need to send a message to the analyst I can do so with Gainsight.
Currently at SPS Commerce we use Gainsight within the Customer Success department. Gainsight provides the CSM department with many benefits. We have proactive insights into each of our customers accounts, for example when there are new enablement projects starting/finishing we are notified by Call To Actions (CTAs). A CTA can help our department to stay in front of any issues/changes the customer is facing.

Another major feature is the ability to pull reports from that data flow between our customers and their trading partners. Our CSM team can use these insights and reports to provide powerful business impacting views into what is working for our customers and what areas can be improved.

The final main feature of Gainsight is the ability to keep a log of all the interactions that happen between our customers and the CSM department, by updating the timeline we are able to understand what has happened with the customer as accounts change between CSMs.
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Andy Roy profile photo
August 11, 2017

Gainsight is my favorite "place" to work

Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Gainsight primarily in our Customer Success Team (CST), using it to manage onboarding and customer relationships, distribute and analyze NPS and CSAT surveys. The platform serves as the source of truth for tasks and timelines for our trainers and customer success advisors. We also make extensive use of the reporting and dashboards to monitor our customers' health and progress through their lifecycle. While the daily activity in Gainsight is driven by CST, the analytics are frequently shared with the entire company.
  • Automated process management: We continually refine our Gainsight Rules Engine, Success Plans and Playbooks. Having plans of action ready to auto-assign to the right resources when the situation arises is a HUGE time saver and provides consistency.
  • Customer Support: The support team at Gainsight is always friendly, responsive and have resolved any questions or issues in good time. The only time that an issue wasn't resolved quickly, it was highly complex and fairly unique to our environment. Support still remembered to keep us updated and kept at the problem with devs until all was fixed.
  • Reporting: I'm a big fan of dashboards and reports! Data Spaces and the Report Builder allow for great power and versatility to show execs, managers and folks on the front lines what is happening with our customers and our own processes. They look good, too--I could stare at usage data charts all day. ;)
  • Basic UX - I find that each "area" of Gainsight is fairly intuitive to use with a little learning, but there are basic interactions which are quite inconsistent. My primary example of this would be "Save". Sometimes there's a button labeled Save at the bottom of a page or widget. Sometimes there's a similar button at the top. Sometimes it's an icon shaped like a disk to the right of an item...or the top of a page. And there seem to be times where simply clicking out of a field "saves" a change. This has caused confusion for us at times. I would love to see some work to take the fundamentals of user interaction and make them more consistent across the platform.
  • More Basic UX - Where are permissions configured? Just like with the Save button: "it depends". Some portions of Gainsight have permissions above and beyond what is granted via Salesforce. Sometimes you go to Administration to configure permissions in a designated space, but for other parts of the tool, you configure them in the same space where you do your work. As an admin, I just tell new users to let me know when they get a permissions error and I'll figure it out.
As a SaaS company with subscription-based customer relationships, and especially if you're already tracking them in Salesforce, Gainsight is an ideal tool to manage a proactive strategy of customer success. Intelligent and flexible automation of tasks, clear tracking of objectives and customer health, strong tools for data management and reporting...all these make this one of the most rewarding platforms I've used for anything. Their support team is a pleasure to work with to boot.
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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