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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 …
Starting at $2,500 Per Company Per Month
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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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Per Company Per Month
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- Setup fee required
For the latest information on pricing, visithttps://www.gainsight.com/pricing
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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- Competitors
- Tech Details
- Downloadables
- FAQs
What is Gainsight CS?
Gainsight’s customer-centric technology aims to drive the future of customer success. The company’s Customer Cloud offers a set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together are designed to enable businesses to put the customer at the center of everything they do. The vendor states that companies that use Gainsight grow net retention by up to 33 percent. Learn how leading companies like Okta, SAP Concur, and Box use Gainsight at www.gainsight.com.
Gainsight CS Features
Customer Data Extraction / Integration Features
- Supported: Product usage
- Supported: Help desk / support tickets
- Supported: Online customer community
- Supported: Billing
- Supported: Marketing emails
Customer Success Management Features
- Supported: NPS surveys
- Supported: Sponsor tracking
- Supported: Customer profiles
- Supported: Automated workflow
- Supported: Internal collaboration
- Supported: Customer health scoring
- Supported: Customer segmentation
CSM Reporting & Analytics Features
- Supported: Customer health trends
- Supported: Engagement analytics
- Supported: Revenue forecasting
- Supported: Dashboards
- Supported: Customer lifetime value
- Supported: Churn rate
Security Features
- Supported: Role-based user permissions
Platform & Infrastructure Features
- Supported: API
- Supported: Integration with Salesforce.com
- Supported: Integration with Marketo
- Supported: Integration with Eloqua
Additional Features
- Supported: 360 Customer View
- Supported: Cockpit
- Supported: Timeline
- Supported: Success Plan
- Supported: In-product best practices library of resources
Gainsight CS Screenshots
Gainsight CS Integrations
- HubSpot Marketing Hub
- Oracle CRM duplicate
- SAP CRM discontinued
- NetSuite ERP
- Zoho CRM
- Pipedrive
- Slack
- SurveyMonkey
- Twilio Segment
- Mixpanel
- Google Analytics
- Zendesk Suite
- G2 for Buyers
- Planview AdaptiveWork
- Influitive
- Learndot
- Boomi
- MindTouch
- Microsoft Dynamics 365
- CaliberMind
- Salesforce
- Infor
- Sugar CRM
- Tableau
- Outlook
- Gmail
- Azugua
- Point of Reference
- RO Innovation
- Salesforce Pardot
- HelpDocs
- Electron
Gainsight CS Competitors
Gainsight CS Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android |
| Security |
Gainsight CS Downloadables
Frequently Asked Questions
Reviewers rate Product usage highest, with a score of 8.5.
The most common users of Gainsight CS are from Mid-sized Companies (51-1,000 employees).
Gainsight CS Customer Size Distribution
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 10% |
| Mid-Size Companies (51-500 employees) | 60% |
| Enterprises (more than 500 employees) | 30% |
Comparisons
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Reviews and Ratings
(447)Attribute Ratings
Reviews
(76-100 of 222)Companies can't remove reviews or game the system. Here's why
October 17, 2018
Gainsight is Great!
We needed to get a better understanding of churn in our organization, but also to get a better understanding of our customer base. Gainsight allows us to track customer satisfaction and create scorecards that help us work better with our customers. We can be more proactive than reactive to customer issues and concerns.
- Calls to Action - When certain conditions are met that we have created, Gainsight will alert the proper personnel to take the next steps.
- Single pane of glass - Gainsight allows us to see everything about a customer in a single view, utilizing various graphs and easy to understand information.
- Communication - Gainsight allows us to reach out to all or specific segments of our customer base. We can send informational, marketing or surveys and track customer response over time.
- Gainsight does not integrate well with all systems.
- Must have Salesforce to use Gainsight.
- Better documentation on integration or assistance.
- Gainsight can do a better job at ensuring their customers are utilizing the product to the best of their ability.
September 17, 2018
Gain more with Gainsight
We use Gainsight in Customer Success as a tool to help us proactively manage our customers. We have a mix of high touch and low touch, Gainsight helps us manage the mix. Other departments within our org utilize this to quickly check the customer temperature.
- Gainsight's use of CTAs with daily reminders allow us to trust we are not missing the little things with our customers.
- Gainsight gives you the ability to create health scores for customers that not only encompass systematic information but subjective customer temperatures as well. Giving you a true way to measure health.
- Gainsight works well with our internal systems, so we are not adding more steps to our day-to-day routine.
- I have not run into an area with usage where I think Gainsight is missing, however I am sure there are many more use cases beyond ours.
September 04, 2018
Gainsight is by far the BEST CSM solution out there!
Currently Gainsight is being used only by the Customer Success department. The problem we had prior to having Gainsight is that we had way too many customers to discover all of their issues and make them better users of our platform. After we implemented Gainsight, we were able to locate specific gaps in customer performance that we wanted the CSM team to address, and we created CTA's to make it easier for a CSM to structure their day without having to research/find issues. We are also able to better track the last time we were in contact with our customers, so that we can ensure that each customer we have is being cared for.
- Easy to use UI. This makes it easy to onboard new CSM's to start using the tools and get them up to speed on their administrative processes
- Having a holistic view of the customer makes conversations much easier by outlining everything we need to know about the customer in one view. This alone eliminates a large amount of time for our CSM's by not having to load multiple objects in SFDC
- Rules engine/bionic rules. The possibilities are endless when you start diving into the power of bionic rules. Objects that were once unrelated can now have some sort of relation, and you can formulate extremely valuable data that used to take hours to pull into Excel.
- Admin tab has lots of tabs and sub categories in each tab. If you don't spend a whole lot of time in a certain category then it can take a while to find the info you're looking to update/change
- CTA updates. In our instance we use CTA's very heavily and we would like the ability to create rules that automatically update the status of a rule. Currently you can create rules to close a CTA but you cannot create a rule to change an open status to a different open status.
September 04, 2018
Gainsight is a powerful tool to dive in to the details on a customer and get a high-level view of your customer base
Gainsight is currently primarily being used by our Customer Success department, but other people can view some of the output via Salesforce. It helps us manage our customer relationships and updates.
- I enjoy using the Timeline feature to keep track of each customer I work with to ensure their success.
- I like having the CTA's readily accessible in a global view for all customers so I can gauge where I am on certain open tasks.
- The ties into Salesforce are very useful so that others in our company can stay updated on customer health.
- Shifting from Timeline to Detailed view could be better for viewing of notes and product/customer details.
- Reporting and Dashboards could be more visibly appealing and have more easily accessible information. I hear there was a new release this week, so some of this might be addressed.
- Multi-product views could be improved, and losing score card information when customers purchase multiple products is really tough to go through!
September 04, 2018
A great tool with amazing people
We currently leverage Gainsight within our customer success management teams. We are working with other internal teams and have leveraged specific functionality to help streamline their current processes, so indirectly they are benefiting from the tool as well. Gainsight has helped the CSM teams consistently track customer engagements and helps them prioritize their accounts.
- Timeline - This is the BEST feature of Gainsight! There are multiple ways to allow your reps to track their engagements, all in a searchable fashion. This has been the ticket to increasing CSM adoption of the tool.
- The people - Everyone I've engaged with at Gainsight has been outstanding! Everyone from sales to implementation to product to customer success has all been amazing!
- Scorecard - Having a clear and consistent way to manage our customers' health has been beneficial throughout all levels of the organization.
- Call to Actions - Setting up thresholds for when customers are at risk, and knowing why, has helped drive meaningful conversation with our customers.
- The load times for many of the screens can be frustrating to end users. It's pulling real time reports so that is why the load times can be long, however CSMs get impatient quickly.
- The survey tool is a bit clunky, although it's improved drastically over time.
September 03, 2018
Gainsight is Amazing!
We use Gainsight solely in our Customer Success department currently. We use Gainsight to help in monitoring account activity as well as mitigating portfolio risk.
- Excellent at sending automated emails and generated semi-templated emails with auto-generated content.
- Great at generating account health scores based off data from multiple sources (CRM, product, 3rd parties, etc.)
- Great at logging activities via the timeline feature for an account.
- Graphing/Data Visualization functionality is very limited.
August 31, 2018
A New Users Point of View
Gainsight is currently being used by 75 employees within a single Department of our Company. Its purpose is to create a single point of record for the users. Making their day to day tasks easier by only needing to visit one software/website - rather than several.
- Reporting/Dashboards. At first, depending on how your Data is loaded, it can be a little overwhelming when first in the Report Builder. But once you understand where your data is coming from - ensuring you are pulling the proper fields...It's amazing and VERY simple to use!
- Gainsight Community. As an ADMIN of the software - I find that their Community is one of the bests around! Having the ability to post a comment and get feedback from people all over is amazing! Another perk of the community is also reading how others are using the software. Reading how some people were handling certain issues and how they resolved it with the software has helped us update some of our configurations.
- Support. Their actual support is also amazing! Friendly, courtesy - and they treat your problem as their problem!
- Their User Interface is one of the best that I've seen. Making it easy for a user to navigate to various sections of the software - it's a real treat compared to some of our former CRMs.
- Have a full-time ADMIN. Gainsight is very back ending heavy during the initial setup and configuration of the software - especially if you're converting. But once you get it going - it's awesome!
August 31, 2018
Gainsight Review
Gainsight is used across a few departments: Professional Services, Support, Success Management and Product Management. Our product [team] uses the application to conduct NPS, our Professional Services team documents and tracks the progress of onboarding and the Success Management uses it to manage the day to date activities to nurture and support the customer. Gainsight was purchased to allow us to scale with our 1-many customers' segmentation and to organize the day to day activities required to support a customer.
- NPS and other surveys - the automation is fantastic.
- Reporting! The report is really easy to use. I can whip up a report in a minute from scratch
- Makes it easier to go to a central location to see all relevant information relating to a customer.
- Email notification on actions or CTA could use some work. Notifying the person responsibile of the day's activities.
- The ability to push email notifications into the application for visibility would be ideal. Today we can push it to Salesforce but those activities are tracked differently than calls and other check-ins.
August 31, 2018
Gainsight - thought leader in Customer Success Software
We use Gainsight to understand our customer's health score. It is also incredibly useful for reporting, and to get a 360 view on our customers. Lastly, it provides us with automated, actionable insights that we can act on.
- Thought leader in the market
- Very active in the Customer Success Community
- European office and presence
- Adapt to Europe (different languages, currencies, etc.)
August 31, 2018
Gainsight is worthy of your attention!
Gainsight is currently being used to support the Customer Success team for our ACA Management Solution. The platform is currently being evaluated for use in other areas of the organization.
- Allows you to segment your customers and develop adoption plans for each.
- Develop scorecards specific to how you manage your business allowing you to have a pulse on the overall health of your customers.
- Access to dashboards to day to day use in evaluating results as well as a detailed report writer to extract data for more complicated reporting needs.
- Gross and Net churn statistics are not part of any standard reporting elements
- The system does not provide a standard process for incorporating annual contract escalators into the Asset value so the annual spend for a client remains the same from year to year unless manually modified. We were able to create a custom workaround.
Gainsight is used to give us an easy to access 360 degrees view of all things customer related - from commercials, to support, to operations and more. It is used primarily by our customer success team but then to help facilitate projects and campaigns for other teams (who might not have direct access). Have this single view of the customer is a very powerful proposition that allows us from an exec level to an individual contributor (and customer success manager) level to understand quickly where a customer is in their journey, lifecycle and product usage.
- Integration (automatic or more manual - e.g. using CSV files) with other data sets (e.g. for support and product usage).
- Configurable customer dashboards - showing key stats and data relevant to that customer.
- Industry best practice information and insights.
- Flexible solution that can be tailored to our specific product and team requirements.
- Local (geographically) support services.
- More regional support and services - think beyond just the USA.
- Tailored professional services packages - e.g. self contained for small and large deliverables.
- More automated out of the box integrations.
Gainsight is being used by the Customer Success team within my organization. We leverage our customer data to manage at-risk customers and grow the lifetime value of our healthy customers. Our Customer Success Managers can be proactive instead of reactive to their books of business. The reporting capabilities provide insight into our customers and we can design them specifically for our CSMs, Management and Executives.
- Customer Health scoring is used to evaluate the health of our customers and drives proactive efficiencies for our CSMs
- Tech Touch assists in automating outreaches.
- Dashboards provide valuable reports to our team.
- Gainsight Support needs to improve their documentation from an Admin perspective.
- Gainsight to SFDC linking needs to be enabled for MDA data, not just SFDC objects.
- Success SnapShot needs to have more fonts, formatting options for PPT.
August 23, 2018
Gainsight is Great!
Gainsight is used by many groups in our company to view data on each of our customers, but its powerful functionality is used by our Customer Success team. This where there processes live and how they track each interaction with the customer. Its a great way to see a summary of the customer. I believe its a great tool to enable customer success in any organization.
- Customer Support -- they are always very fast and efficient when I put in tickets.
- User Experience
- Functionality and ability to customize to your company
- More admin training opportunities
August 22, 2018
Gainsight - A great way to see ALL of your clients
We use Gainsight as a way to manage our customer accounts. The entire customer success department uses the software. Gainsight allows us to track a client's progression. We are able to create a timeline of all interactions with each client. As such, we are able to easily determine the health and engagement of each one of our clients.
- Timeline -- allows accounts managers to record events. You can detail date, time, who was involved, how long it lasted, and an open notes section. You can also log clients missing/skipping interactions
- Calls to Action (CTAs) -- can set up one-time or recurring CTAs across the entire organization. Helps to prioritize actions and work collaboratively across teams.
- Recording Scores -- the ability to record customer health scores. Allows for a quick summary view of health that can be expanded on in the notes/timeline
- CTAs are are used rather broadly, would like a specific recurring accounts update section
- Would love an integration with Google calendar to automatically log my calls
- Requires a high degree of training to know the ins and outs. A more robust knowledge base with training videos would be awesome!
We use Gainsight in the Customer Success organization. I am the one that loads the majority of data into Gainsight from outside sources to allow our Customer Success organization to know how our clients are doing. It allows them to know if they need to take action on a client because they are not using the product, or if they have other risks.
- Calls to action - create calls to action based on changes in user data.
- Email - emails can be automated based on rules in Gainsight to allow us to communicate based on user actions.
- Analysis - looking at data is easier with the report builder and dashboards. No need to export data to analyze it.
- Reporting is not as robust as it is in Excel - it is difficult to provide high-quality output for users.
- Calculation - only certain calculations can be done with the imported data. We cannot generate the same reports we do weekly/monthly based on what is done in Excel because we cannot normalize data.
August 22, 2018
Gainsight Sets Client Success Up for Success!
At Bazaarvoice, our Client Success department uses Gainsight to track client conversations, milestones, and health. It helps our Client Success Directors work at scale with automated outreach and CTAs to ensure clients receive the correct service level. Gainsight also makes transitioning clients from one CSD to another smooth and simple, as we can review past conversations and high impact moments easily.
- Gainsight helps managers monitor their employees' client interactions.
- Gainsight enables our Client Success Directors to manage larger portfolios without letting clients slip through the cracks.
- Tracking client health through Gainsight allows us to identify and address risk to mitigate churn.
- The currency conversions found on the Customer 360 page that pulls in from SFDC have some inaccuracies.
- Gainsight can't push data back to SFDC, so if you make an update in Gainsight, it will not be reflected in SFDC (with the exception of activities)
- The Programs and Outreaches are not as easily controllable by the end-user (CSD) as they could be.
August 22, 2018
Gainsight enables CS teams to become more efficient!
Gainsight is strictly used by our Customer Success team. It enables our CS team to ensure they can properly manage all of their customers on a daily basis, from health scores, CTA's, renewals, etc. Each member of our team uses Gainsight on a daily basis. The main use cases for our team are:
1) Reporting & dashboards: Each CSM has their own dashboard that contains various information on all of their customers, from health scores, customer life stages, renewal dates, MRR, etc. This allows them to have a wealth of information on hand whenever they need.
2) CTA's, playbooks: this ensures our CSM's can stay up to date on every customer, trigger playbooks & CTA's regarding the customer life cycle and ensure customers are moving towards a successful renewal.
3) Rules Engine: automated rules that trigger a variety of tasks, such as NPS surveys, health score updates/changes, usage data analysis, among other things.
1) Reporting & dashboards: Each CSM has their own dashboard that contains various information on all of their customers, from health scores, customer life stages, renewal dates, MRR, etc. This allows them to have a wealth of information on hand whenever they need.
2) CTA's, playbooks: this ensures our CSM's can stay up to date on every customer, trigger playbooks & CTA's regarding the customer life cycle and ensure customers are moving towards a successful renewal.
3) Rules Engine: automated rules that trigger a variety of tasks, such as NPS surveys, health score updates/changes, usage data analysis, among other things.
- Gainsight makes it very easy to set up rules to automate the CS process. Automation is key. It allows us to run rules daily without having to do anything manually.
- Gainsight's reporting and dashboard make it very easy for CSMs to view their customer info in one spot, in a very efficient manner.
- Gainsight's health score system is fantastic. It allows us to alter it whenever we feel that we need to and add as many metrics as we'd like.
- An update to Gainsight's UI would be fantastic. I really like dashboards but they are very dull looking. An update to make reports more colourful would go a long way.
- I'd like to see continued improvement of Gainsight's advanced outreach feature (automated emails). It worries me when I set an advanced outreach to trigger and then have no idea when it will trigger - sometimes it takes 2 minutes sometimes it takes 45 minutes, this causes a nervous feeling as I just have to wait and see if it deployed properly or not.
August 22, 2018
Early days
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.
August 22, 2018
Setting my sights on a long future with Gainsight!
We are currently utilizing Gainsight for our Customer Success team and looking to expand into other teams with a long term goal of company wide use. It serves as our main CRM database and is quickly growing into our primary communication tool with our customers (email templates, surveys, etc.). Gainsight helps us keep communication flowing between the CSM and management, and has been an invaluable tool to keep all of our customer notes and details in one place to streamline internal transitions.
- Pushing 'to do' items out to our CSM team both by rules/filtering customer criteria or by uploading hand-picked lists of customers for special projects. Their Cockpit gives our CSMs a single place to go to see all of the action items for the day, week, etc. They can be grouped by type, due date or priority which allows each of our CSMs to customize their view and work how they work and prioritize best.
- Dashboards are incredibly easy to build and allow management a visual insight into our customer data. Any data we can create a report on we can add to a dashboard. Global filters have been a HUGE addition, allowing us to quickly filter an entire dashboard by CSM or Team Manager with very little effort.
- Gainsight's Timeline feature is a key component of our Gainsight usage. It was incredibly easy to roll out to our team initially and adoption has been great. The new Global timeline was a much needed addition which now allows us to see all timeline entries in one place and filter by CSM or account very easily.
- Customer support is top notch! Their support platform allows us to very easily submit requests, track its status and email communication back and forth with the support team is quick and easy.
- Workflow from an admin perspective leaves something to be desired. For example, creating a CTA for our CSMs so send to their customers requires access to 3 completely separate admin areas of Gainsight. 1. Journey Orchestrator to create the email template 2. Cockpit to create the playbook and 3. Rules Engine to actually create/send the CTA. This is a fairly simple task and one we do often, but the whole process seems disconnected.
- Reporting on admin related data could also be a big improvement. The dashboards and tools to report on our customer data is great, but finding information to help me better manage/update our ongoing templates, rules, etc. is difficult.
August 21, 2018
Gainsight review - 300+ Client Success Manager group
We use Gainsight (GS) in our Client Success department, which is primarily responsible for customer service for existing advertising accounts, along with upsells and renewals for those accounts. Gainsight gives us a much more structured approach to portfolio management, along with unique visibility into account attributes and directed activities for our CSMs.
Gainsight has helped us address the following business needs:
Gainsight has helped us address the following business needs:
- Stronger onboarding of new accounts
- Annual plan of action for each account in a portfolio
- Targeted, action based reasons to call based on customized triggers for our accounts
- Gain visibility into trends we may not have seen otherwise
- Structured approach to proactive communication, along with specific milestones we'd like to achieve on each call
- Support. We have required a lot of customization of the product and GS has always been responsive and helpful. This is true not only for product implementation, but also with technical barriers we've needed addressed over the years
- The product reinforces a philosophy of putting the customer needs first, along with strengthening our own customer support. This has been very helpful in getting buy-in to our new approach, since every level of our technology mirrors the conversations leadership has with our CSMs about our focus.
- It is always great to see a company continue to iterate on a product, and GS does a great job of listening to it's customers to help inform the direction of certain changes to the product. Their support pages are great, and the changes nearly always address specific needs we have as an organization
- Editing records within GS instead of needing to consistently 'bounce' back into SF. The biggest example of this for us is with our 'trackers' we use on Opportunities. The ability to do in-line editing, or editing SF Opportunities right within this view would be such a huge lift for adoption and ease of use.
- Reporting. There are certain limitations to the ways we can configure reports that don't give us the level of flexibility/visibility we're used to with standard SFDC reporting. I prefer to aesthetics and layouts of the GS reports and dashboards, but limitations force us to still rely on SFDC for a lot of things (inability to report of formula fields in a backend report for example)
- User interface is starting to feel a little dated. With other software experiences updating and refreshing their UI, GS is running the risk of feeling out of date (example: the new Lightning UI from SF). Would love to see elements updated to allow for a more fluid experience bouncing between Lightning and GS
June 07, 2018
Gainsight is truly helpful
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
April 13, 2018
A very powerful tool
Gainsight is used by the entire Customer Success team, daily. It helps in managing the entire customers lifecycle.
- Excellent Support
- Very wide feature set
- Easily integrate with our own data
- It is based on Salesforce, which is an obstacle if you are not a Salesforce user.
April 12, 2018
Get fired up about Gainsight.
Score 9 out of 10
Vetted Review
Verified User
We are primarily using Gainsight within the CS org, but have begun to spread it across other departments. One example is with renewals management. We use a Gainsight dashboard to run a renewals meeting between execs, sales, product, and CS.
- Great reporting and dashboards.
- Our single source of truth for customer info.
- Excellent thought leadership.
- Administration can be complex
- Gainsight is dependent on your Salesforce data being accurate.
April 12, 2018
Gainsight Review
Score 9 out of 10
Vetted Review
Verified User
Currently, our strategic success team uses gainsight to track Executive Business Reviews (EBRs) and success plans. We plan to expand on this throughout the year.
- One source of truth
- Proactive reach outs
- Excellent survey model
- Email use in all areas
April 11, 2018
Peak 10 enters into Gainsight bliss
We brought in Gainsight due to the amount of churn we were experiencing, the lack of ability to contact our clients in a consistent manner, and the lack of up-sell opportunities. Since then we have seen a dramatic reduction in churn, an increase in retention rates, and we can strategically plan our our day's activities for a proactive approach to account management.
- Provides an all around customer view.
- Advance notice on high risk clients.
- Organization tool for all CSMs.
- Continue to grow with functionality.