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We currently use Gainsight as a method to track customer engagement and identify risks as well as account health scoring. Using Gainsight …
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What is Gainsight CS?
Gainsight’s customer-centric technology aims to drive the future of customer success. The company’s Customer Cloud offers a set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together are designed to enable businesses…
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Popular Features
- Integration with Salesforce.com (204)7.979%
- Automated workflow (208)7.878%
- Customer health scoring (210)6.969%
- Dashboards (212)6.767%
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$2,500
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- Setup fee required
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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- Competitors
- Tech Details
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- FAQs
What is Gainsight CS?
Gainsight’s customer-centric technology aims to drive the future of customer success. The company’s Customer Cloud offers a set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together are designed to enable businesses to put the customer at the center of everything they do. The vendor states that companies that use Gainsight grow net retention by up to 33 percent. Learn how leading companies like Okta, SAP Concur, and Box use Gainsight at www.gainsight.com.
Gainsight CS Features
Customer Data Extraction / Integration Features
- Supported: Product usage
- Supported: Help desk / support tickets
- Supported: Online customer community
- Supported: Billing
- Supported: Marketing emails
Customer Success Management Features
- Supported: NPS surveys
- Supported: Sponsor tracking
- Supported: Customer profiles
- Supported: Automated workflow
- Supported: Internal collaboration
- Supported: Customer health scoring
- Supported: Customer segmentation
CSM Reporting & Analytics Features
- Supported: Customer health trends
- Supported: Engagement analytics
- Supported: Revenue forecasting
- Supported: Dashboards
- Supported: Customer lifetime value
- Supported: Churn rate
Security Features
- Supported: Role-based user permissions
Platform & Infrastructure Features
- Supported: API
- Supported: Integration with Salesforce.com
- Supported: Integration with Marketo
- Supported: Integration with Eloqua
Additional Features
- Supported: 360 Customer View
- Supported: Cockpit
- Supported: Timeline
- Supported: Success Plan
- Supported: In-product best practices library of resources
Gainsight CS Screenshots
Gainsight CS Integrations
- HubSpot Marketing Hub
- Oracle CRM duplicate
- SAP CRM discontinued
- NetSuite ERP
- Zoho CRM
- Pipedrive
- Slack
- SurveyMonkey
- Twilio Segment
- Mixpanel
- Google Analytics
- Zendesk Suite
- G2 for Buyers
- Planview AdaptiveWork
- Influitive
- Learndot
- Boomi
- MindTouch
- Microsoft Dynamics 365
- CaliberMind
- Salesforce
- Infor
- Sugar CRM
- Tableau
- Outlook
- Gmail
- Azugua
- Point of Reference
- RO Innovation
- Salesforce Pardot
- HelpDocs
- Electron
Gainsight CS Competitors
Gainsight CS Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android |
| Security |
Gainsight CS Downloadables
Frequently Asked Questions
Reviewers rate Product usage highest, with a score of 8.5.
The most common users of Gainsight CS are from Mid-sized Companies (51-1,000 employees).
Gainsight CS Customer Size Distribution
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 10% |
| Mid-Size Companies (51-500 employees) | 60% |
| Enterprises (more than 500 employees) | 30% |
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Reviews and Ratings
(447)Attribute Ratings
Reviews
(26-50 of 222)Companies can't remove reviews or game the system. Here's why
September 25, 2019
End user review of Gainsight
Gainsight is used by the Customer Success organization to capture and display customer adoption data as it relates to various products. Its use addresses the problem of understanding customer engagement in products with the goal of improving product marketing efforts as well as optimizing future product design and features.
- Charting/graphing/reporting - lots of options to create visualizations.
- Report Builder function - again, many options to choose from, relatively easy to use and quick to see output.
- Logical and pleasing UI - easy to follow and find what you're looking for.
- Playbook creation from template was a bit complicated and not easy to understand - more robust capability and better documentation of the feature would be useful.
September 06, 2019
A premier option among CS tools
We have used Gainsight within our Customer Success Team to expand our knowledge of customer relationships, to better understand account health, and make informed decisions on what plays to run. To a certain extent, it is used outside of CS but mainly by leadership who also want insight into existing relationships.
- The layout is intuitive and easy to customize what data you want to display.
- Easy to assign different plays as needed.
- Insights can be gained at a glance by outside users within the organization.
- Very customizable but it takes a long time to configure things to a useable level for us.
- The email automation has to be connected to particular playbooks which limits how much we can use it.
- Movement within the app is a little slower than I would like.
August 24, 2019
A Must Have for any Customer Success Organization (and more)
Gainsight is not only used in our Customer Success organization, but also cross-functionally as well. We use Gainsight to provide historical data on all our merchants (High Touch, Low Touch, and No Touch). We use it for many different functions, some of them being sending out mass email campaigns, sending out all types of surveys (NPS, various CSAT). Some other teams that utilize Gainsight are Product, Implementations, Account Management, and Customer Marketing. We have developed Gainsight to be our tracking platform for a lot of our campaigns, as well as a platform where anyone on other teams (who have a license) can view responses or view historical data on a merchant, such as updates that have been inputted by the CSM's in the past, or emails that have been logged, etc. Gainsight is a great tool-- if not for it, we would essentially be using a notebook, or a very cluttered excel spreadsheet for each client. Being able to log all kinds of updates (email, call, meetings) and assigning action items directly to users who are involved is a very seamless process, and Gainsight has helped us with that. It has also helped us with providing daily alerts based on usage data to help CSM's be notified whenever there are spikes or negative trends with our customers.
- Ease of note-taking/activity updates for customers; being able to assign action items directly within the platform.
- Surveys with in-box NPS features. Surveys are very easy to create and choose contact lists from, and very straight-forward to configure.
- Configurability by an administrator to make Gainsight beneficial not just to a CS organization, but for cross-functional players as well.
- Connectors between Gainsight and s3 can be a little iffy sometimes and cause false ingest failures.
- More configuration for alerts when CTA's get triggered. It could be more in-depth for specific CTA Types/Reason codes etc.
August 24, 2019
Not sure how we managed accounts without Gainsight
We were an early adopter of Gainsight and really didn't use it within our Enterprise business until the past year. In our last renewal with Gainsight, we engaged a Gainsight consultant to determine if their solution made sense for our Enterprise accounts. No surprise coming out of that engagement the consultant recommended we continue using Gainsight with our Enterprise clients and also worked with us on best practices to roll out to our teams. We currently use Gainsight throughout our Customer Success and Sales team. We have other departments that don't work within the tool day to day but upload their client deliverables in Gainsight so we have a proper system of record. Currently, our mid-market and scale team take full advantage of the platform and we're using the platform to about half its strengths in Enterprise. But to be fair, a large part of the delay in using Gainsight to it's fullest extent isn't on Gainsight but on our data cleanliness in Salesforce.
- Timeline - love that you can see all of the activities that happen on an account in sequence. This has been extremely helpful as we onboard new folks into new portfolios.
- CTAs - when dealing with clients there are so many things you need to track or deliver upon. When we were able to get our teams to fully utilize CTAs and Cockpit. It has changed how they manage their accounts for the better.
- Success Plans - in full transparency we're not using these currently but we're about to start. We plan to use these internally as account plans and then also externally with our clients (joint strategic plans).
- Onboarding - since we were an early adopter we weren't properly on-boarded because they hadn't built out a process. This is no longer a con because I've heard from other colleagues who have implemented Gainsight somewhere else and they were properly on-boarded.
- They're growing so fast that people are moving all over the place. We feel like we've had to help train their team on our implementation and our overall needs.
- More frequent engagement with our account team.
August 23, 2019
Gainsight made my job so much easier.
Gainsight is exclusively used by the global customer success team (about 15 people). We started using it this year to help us streamline our customer info, notes, and reminders into one platform. We also wanted the automation of reminders for outreach. It has helped us track our efforts and have more visibility into our accounts.
- Allowing for customized 'calls to action'
- Providing a lot of information about clients in one shared online platform
- Sitting on top of Salesforce so that all of the data can be seamlessly transfered
- More differentiation between 'calls to action' and timeline entries
- More options for fields in the subscription info
- Doesn't provide visibility to Salesforce users so there is a disconnect with the sales team
August 19, 2019
Gain efficiency with Gainsight
Gainsight enables our customer success team to manage their accounts through health scores, meeting notes, surveys, email campaigns, and CTAs. Our executive, sales and CS leadership teams use the tool to gain information on their accounts and to review dashboards. We use Gainsight as the main tool to store all customer data. It allows us to monitor trends and risks at a high level.
- C360 page: all the information about a customer is one place that is easy to read and customize as needed. Allows CSMs to prep for calls within minutes as well bring other team members up to speed quickly.
- Timeline: quick and easy way to create, search and edit notes about the customer. These are easy to share with other teams and create different categories for quick searching and reporting.
- Sally bot: a quick and easy way to get customer information without navigating Gainsight. Great to use on the go, especially through the Slack bot and new Gainsight app.
- Reporting is good, but remains confusing and requires an admin to really navigate instead of end users being able to use
- Sharing: getting other teams access to the C360 page has been difficult without a full license.
- Journey Orchestrator can handle most emails, but the HTML functionality could be easier to navigate.
August 16, 2019
Timeline Lifeline
We use Gainsight within Customer Success, Sales, and Renewal teams to help provide a better workflow experience in managing our customers. Salesforce can get very overloaded with information and it's refreshing to have a platform that was designed around the customer success mindset but still sync back to Salesforce as needed.
- Effective communication logging through the Timeline feature has drastically changed our visibility into engagement activities and cross-collaboration among teams.
- Success Plans have helped us have laser focus action plans and tracking for implementation of onboarding needs.
- Pro-active data-driven CTAs for Customer Success Managers enable the team to get in front of potential risk and help turn things around before it's too late.
- Reports and dashboards could be made more robust, I often feel stuck with the current layout and design options.
- Formatting of text in emails or input fields is a bit clunky and often times gets out of whack requiring additional time to correct.
August 16, 2019
Best product for CS, with room to improve.
Gainsight is used as a way for current Customer Success Managers and Account Managers to understand the health of the accounts they serve, and as a task management tool.
- Quickly deliver mid-level client insights.
- Generate tasks for users based on client events.
- More customization on a user-by-user level.
- Easier tools for building reports.
- More reliable rules engines means reports are less likely to fail.
August 16, 2019
Use your Brainsight, get Gainsight
Gainsight is used by the Client Success Department and management/executive team for the client services organization. The goal was to address a number of business goals:
- Accurate health scoring across our client base to manage escalations, track advocates, and give management better visibility
- Manage the tasks and workload of the CSMs day-to-day through the use of a mix of automated and manual triggers for Calls to Action
- Provide a central hub for client information, usage stats and CSM contact history (Timeline)
- Reduce the number of tools the CSMs were having to log-in to and use each day
- Gainsight is massively flexible and can be configured to do almost anything with the Rules Engine and being built on the Salesforce platform.
- The team at Gainsight is amazing, super helpful and will always make time to help improve and achieve the goals of the implementation.
- The community, documentation and support are all quite mature and provide a lot of resources to understand a complex system with many features.
- Along with the flexibility, the complexity of implementing and thus the learning curve is quite high.
- Some Admin functions could be made more user-friendly with some simple UI tweaks, for example changing 'Subtract N+7 days' to 'In the last week'.
- Could also use more consistency across the UI, for example sometimes you hit 'Save', other times you just close the window etc.
August 15, 2019
A powerful tool to build a CS division
Gainsight is used as our Customer Success Management tool.
- CS Management dashboards.
- Customer lifecycle.
- Customer health.
- Slow load times.
- It takes a large number of clicks to get into the main work screens.
August 15, 2019
Gainsight is Gold
Gainsight is used solely by our Customer Success team. However, insights are logged and key reports are shared with various teams and ELT across the organization. Gainsight allows our CS team to own customer relationships, from activity logging in the Timeline, to executing Success Plans within their book of business. Also, the Reports within Dashboards allow for risky behavior to be easily surfaced, creating a simple way to prioritize actions.
- Admins can create reports easier in Gainsight than they can in SFDC -- the ability to spin up ad-hoc reports is critical, and the ability to do this easily is wonderful.
- My Customer Outcomes Manager at Gainsight is incredibly reliable, and responds promptly.
- The features that Gainsight focuses on releasing/creating bring value, and resonate well with CS teams.
- Though it can do a lot, sometimes the execution of something is extremely technical and requires a lot of steps-- thank goodness for my COM!
- More help articles would not hurt.
August 14, 2019
Gainsight & Salesforce go hand and hand!
Gainsight is being used primarily by our Customer Success Management and Implementation Services teams.
Our primary drivers for adopting & using Gainsight are:
Our primary drivers for adopting & using Gainsight are:
- Customer source of truth with a record of customer history
- Consistent customer experience across CSMs & Implementation Specialists
- Risk identification & management
- Customer marketing
- Lifecycle management
- Reduced time to onboard new staff
- Reduced time to first value
- Customer source of truth: the C360 view of the customer is unparalleled. It gives our CSMs a true view of everything going on with the account in one place. Getting ready for client meetings is much easier when there's only one place you need to look!
- Salesforce Integration: if you're using SFDC as your CRM, Gainsight is a no brainer! Our sales organization has a quick view of what's going on with the customer in the widget and on the other end, our CSMs have a view of what's going on in terms of expansions via opportunity records surfaced in the C360.
- Information Surfacing: Gainsight is great at surfacing the information you need in a JIT fashion via CTAs & linked objects.
- Zendesk Integration: Zendesk integration is extremely rigid and hard to customize. We have struggled to properly surface our customer support tickets in Gainsight.
- Release communications: I've been caught off guard by pages totally redone with no warning and no explanation of the new workflows of those pages (particularly in Administration).
May 17, 2019
Number 1 customer success platform!
Gainsight is utilised within our Client Services team as a tool to centralise our engagements with our clients and enable us to have a non subjective view of account health. It removes the need to use multiple tools and allows us to pull data from other systems (eg Zendesk, Mixpanel) as part of our health checks.
- Customer health
- Tech touch
- Best practice
- Recording of customer engagements
- Enhancing their Timeline functionality which supports real life use cases such as pulling in open CTAs to a new timeline entry when recording a meeting with a customer.
- Further enhances the ability to add comments and tag people in sub CTAs similar to what you see in the overall CTA.
- Journey orchestrator emails to have the ability to output tabular reports.
Gainsight is being used in the customer success function of our company. Our CSMs, Renewals Managers, and Professional Services teams are all leveraging Gainsight at some capacity. This tool helps us collaborate across teams, stay on track of customer milestones, escalate risks to the appropriate people, and evaluate the health of the organizations we support.
- Automated Calls to Action - I love these as an easy way to prompt action items for our reps
- Customer Service - I adore the Customer Success team and find the technical support team extremely accessible, friendly, professional, and valuable.
- Aggregation - we're able to manipulate data in different ways to surface that for the reps and managers at our company to understand our clients and entire book of business.
- Complexity - this tool is very robust and challenging. At a minimum, it's not that complicated if you have proper training to understand basic functionality. However, to truly take advantage of the best features, you have to have time to dedicate to learning the different components of the tool.
- Opt in/Out functionality for automated emails - I wish we had more control of how we monitor our client's engagement, along with ease of use in trying to recover our points of contact when they decide to opt out of communication.
- Reporting functionality is very minimal and not very user friendly. I'm able to get what I need after much troubleshooting.
We currently leverage Gainsight across our Global Customer Success Organization. Our CS Organization leverages Gainsight to enhance our customer intimacy strategy and to manage our customer portfolios more efficiently. Our CS Organization includes around 35 FTEs globally.
Gainsight is also used by our Customer Support Organization for trasactional NPS.
Gainsight is also used by our Customer Support Organization for trasactional NPS.
- Gainsight has an intuitive UI
- Gainsight pairs beautifully with Salesforce
- The Task Activity on timeline allows for efficient task management and leadership visibility on customer engagement
- Missing a key integration to Outlook Calendars for Meetings displayed in Cockpit (or calendar function in GS)
- Data integrations can be pricey
May 10, 2019
The timeline feature is incredibly valuable!
Gainsight is used across the organization to see customer health and document activities on the customer timeline. The primary users are Customer Experience Managers and Account Managers, with executives using it to see the timeline activities of the customer. We use some CTAs for sending semi-automated emails. Most recently, we are using it for Risk and Escalation documenting and processing.
- The timeline is great for having one place for everyone to log notes/emails/calls/important milestones in a customer's lifecycle.
- Creating rules to generate calls to action.
- Fantastic reporting.
- NPS Surveys.
- Creating Rules in the Rules Engine is complicated.
- Being able to edit someone else's Gainsight timeline log.
- Reporting on internal/external attendees on a timeline activity.
April 26, 2019
Take on the challenge, it is worth it.
Gainsight is mostly used by the Customer Success org. As a whole, it is not completely adopted by all teams, but the efforts of our Operations teams have made sure to display dashboards and important data regarding upcoming renewals and any risky activity. Where Gainsight is heavily used is within a CS team that focuses on scaling the Customer Success manager role and responsibilities. We've been able to automate many engagements along the Customer Journey via Journey Orchestrator, engagements that would've been time-consuming for human resources. Automation frees up CSMs' time to focus on more strategic initiatives. Internally, it has been an amazing tool to help the scale CSM team prioritize which accounts to engage with first. We have triggered alerts that will keep CSMs aware of all the accounts in their book and select the higher risk clients to address.
- Gainsight Community is so useful for more live support, and networking with other clients is definitely possible.
- Gainsight support is rapid responding and will not leave you wondering.
- Help Center and documentation is kept up to date which is very difficult for fast-changing technology.
- Webinar topics are on point.
- Account managers/CSMs can introduce and demo new features at the time of rollout. Be proactive to schedule time with your power users.
Gainsight is being used by the entire customer success team on a day to day basis. In addition, the product team uses Gainsight occasionally. Lastly members of leadership have access to Gainsight and they use mostly the Dashboard from time to time.
- Native integration with Salesforce
- Great work management capabilities (CTAs, tasks, automation/semi-automation of tasks)
- Automation of customer outreaches such as surveys and welcome emails
- Robust health score
- Great capabilities for logging touchpoint (formatting, selecting topics, choosing attendings, reporting capabilities)
- Lacking capabilities for gathering, reporting and analyzing usage data
- The ability to format charts (font sizes, chart sizes, etc.) is limited
- Gainsight is a complex tool that takes a lot of training and experience in order to fully utilize
April 18, 2019
Great tool!
We use Gainsight to manage our customer relationships and our customer's lifecycle post-sale up to and through renewal.
- Scorecards
- Reporting
- Documentation of customer interactions
- N/A
April 18, 2019
Looking to increase your performance and customer relationships? Gainsight is for you!
We use the Gainsight platform to address customer success problems. Our team administrates the platform and address user request for metrics, usage data, and specific requests related to our customer accounts. Another important aspect of Gainsight is the use of the NPS survey tool, this is a very important tool for us as it serves well to provide a snapshot about how the company is doing on a quarterly basis with our direct customers and also provides our leadership team points of actions to take in order to improve all services provided to our customers.
- The ability to build specific dashboards for internal customers in the organizations.
- Customer 360 is a great tool to provide a view about how a customer is doing within our company.
- The NPS Survey is a great tool for any company that uses Gainsight.
- The differences between MDA Objects and Data Spaces, these are not allowed to be interconnected, this should be possible.
- Being able to create joined reports between objects in the report builder would be a great addition.
- Provide more flexibility at the moment of creating reports from objects related to the NPS Survey, sometimes is hard.
February 23, 2019
Gainsight: the best in class!
Gainsight is currently used by sales (customer success) and piloted by some account executives. We use it to predict the customer health and renewal activities.
- Call to Actions
- Health scores
- Reporting and Dashboards
- Email
- Surveys
- Inability to integrate with Outlook and Gmail
- Sending tabular reports via email
- Ability to mark certain timeline notes as favorites
February 22, 2019
Great tool for account managers and client success managers
We use Gainsight to monitor the use of our software by clients. This helps us uncover potential upsell opportunities and, conversely, determine how likely an account is to churn. It also allows us to schedule CTAs that prompt account manager's to reach out to clients at regular intervals regarding usage and renewals.
- Visual -- at a glance you can get a complete snapshot of the account: their usage, activity, and how likely they are to churn. This provides opportunities for proactive outreach.
- CTAs -- a very well designed system that allows you to create CTAs around renewal dates, data usage, survey responses, and prospect outreach.
- Automation -- Gainsight allows you to send out automated emails based on a client's usage. It allows you to customize several different features and review before sending, which is helpful for AMs when managing a large book of business.
- No ability to filter CTAs by type.
- Parameters for setting up automated emails can be restrictive at times.
February 18, 2019
One of Gainsight's biggest fans!
We use Gainsight as the heart and soul of the Customer Success team. The CTAs define the day to day work of the CSMs, but we also use it to track the success of onboarding a new customer and other larger projects. It's important to us to have all of a customer's experience tracked in Gainsight to help us tell the full story of a customer. Our analytics team needs this story to better help us be predictive.
Additionally, we use Gainsight to track activity and outcomes related to the work of CSM to help understand the value of the CSM team.
Additionally, we use Gainsight to track activity and outcomes related to the work of CSM to help understand the value of the CSM team.
- The genius behind Gainsight is the rules engine. We pump in the usage data, along with customer information and create "if this then that" rules. The rules are very powerful and I've yet to run into something that was not possible.
- Gainsight offers a lot of flexibility in the creation of manual CTAs, and this allows us to use to track risk and service disruptions.
- Gainsight is a powerful platform that integrates well with other tools we use or plan to use.
- Gainsight is not an analytics tool, but it could be. Typically, I download reports and manipulate it myself.
- I also wish non-admins had the power to create their own reports.
February 13, 2019
Gainsight helps us know when our customers need help before our customers know they need help
We use Gainsight to help onboard new CS reps, which in turn helps them onboard new customers. We also have connected GS with Mixpanel to bring in customer metrics from our product, and help understand our customers understanding of the product, and where they need additional help. With the health score we can also indicate, and be proactive about, preventing churn.
- Customer health score, which basically models how well your customers understand, and drive value, from your product.
- CTAs, which you can trigger to your CS team in order to help them proactively reach out.
- MDA, which flattens your objects across Salesforce, Marketo, Mixpanel....etc and let's you create rules (or flows) to trigger different events and field updates.
- The user interface needs some work, for example, when you're creating a rule, sometimes you hit "next", but sometimes you have to click on the next number in order to progress. It's a bit wonky.
- Maybe create out of the box reports that can help admins show the value of GS with the exec team.
February 12, 2019
Gainsight: I dig it!
Our client success management team uses the full license and our account management team has access to the salesforce account window.
- Rules engine & Journey Orchestrator are great
- UI is easy on the eyes
- Dynamic reports are helpful
- Error messages are actionable
- Bringing in data from our product is working well
- 360 takes too long to load.
- Journey Orchestra has to be cloned and can't be edited once created. would be easier to be able to make edits in existing programs.
- would like to add a new Customer Status in addition to active, inactive, churn.