TrustRadius
https://media.trustradius.com/product-logos/T3/KI/JVECOPT0CJWO.PNGA premier option among CS toolsWe 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.,8,10,Executive visibility has not been critical at our company. Executive Team members can dip into account data when necessary, but it is situational and infrequent. We haven't organized specialized dashboards and I don't expect we will in the future, though I can see how it would be helpful.,We focus on the traditional metrics of ARR/MRR retention and expansion. We also focus on the success and growth of recently signed accounts at 30/60/90/120 days. We also want to measure the efficiency of CS processes to improve scalability.,ClientSuccess,I have integrated Gainsight with Salesforce, Slack, Gmail, and SurveyMonkey. They have a great suite of integration options which work together well. Sometimes integrations feel very piecemeal and don't work as a unified whole, but with Gainsight it feels like your building a seamless tech solution that really creates efficiency.Use your Brainsight, get GainsightGainsight 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 visibilityManage the tasks and workload of the CSMs day-to-day through the use of a mix of automated and manual triggers for Calls to ActionProvide 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 dayThat mandate has also expanded much further to include various reports and insights as well as automating tasks and emails using Journey Orchestrator.,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.,9,8,Executives currently leverage Gainsight primarily for insight into Churn Risks and managing escalations. Ultimately we would like to become more proactive and prescriptive as time goes on, but the first step has been integrating Gainsight as a Risk Management tool and sharing information cross-functionally in relation to that initiative. Health Scoring is still in Beta at this time.,11 to 25 people,It is still early but we are definitely seeing an increase in our proactive outreaches Our automation goals will definitely help reduce repetitive tasks for the CSMs The health score has given us greater cross-departmental visibility and the power to manage escalations as well as identify advocates,We've leveraged all those tools and found them all very valuable. An active user community and robust set of training resources is indispensable with such a complex product. We also attended the Pulse conference recently and it was a great mix of fun and learning, with a number of great speakers and of course VANILLA ICE!,Totango and Amity,Gainsight integrates with various tools at our organization including Salesforce, Outlook / email, Zendesk, as well as pulling custom usage data from our SaaS platform. We have started integrating the new Gainsight Px tool as well although that is still early in the process. Our next initiative is integrating Account management more tightly with Gainsight including creating Opportunities.The linchpin to an intimate and efficient CS organizationWe 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 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,9,8,Extremely important. One of the biggest values of GS at Flexera is the ability for our exec team to quickly review status and activity on accounts for which they are an executive sponsor.,Increased NPS accuracy and automation Increased NPS score across business CS Engagement and account activity is more visible,,We pull in data from Salesforce. We also connect with Eloqua for Joruney Orchestrator/marketing collaboration. We are evaluating an integration with Heap for data analytics as well as FinancialForce for project management collaboration and trackingThe 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.,9,7,We have executive dashboards for execs to see NPS scores/responses, risks & escalations, discoveries, and the number of calls with accounts on a weekly/quarterly basis. They also can look into the timeline of an account and see all interactions with that account over their lifecycle.,We have used Gainsight to increase knowledge transfer across internal people managing accounts. We have used it to hold AMs and CEMs accountable for making sure we are touching our healthy accounts at least once per quarter. We have used it to increase executive visibility into what's happening in the day-to-day with customers.,Clarizen,SalesforceGain efficiency with GainsightGainsight 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.,9,10,It is extremely important, all of our executives have access but it is a bit overwhelming for them to log in. We send them specific dashboards that we have created but usually send them data from other sources like DOMO because it contains data from other sources, like services that they need.,NPS has increased over 5 points since using Gainsight. We have increased our emails campaigns and customer communication read rate through Gainsight via better more targeted emails. The book that CSMs manage has more than doubled in using Gainsight and the CTAs,Totango,Salesforce is the main data source we connect to. We have almost all of the Information in Gainsight in Salesforce. We are just building out a connection with Zendesk and Domo.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.,9,7,Incredibly important as our executive team have an eye for customer health and looking to understand which customers are at risk of corn like churn. We have an executive dashboard which is built to look at yellow and red accounts, which accounts are up for renewal, and other key measures which require addressing. This drives risk management and proactive executive decisions and direction in resolving any pain points.,Improve the ease of use in viewing standardised product usage in one platform rather than logging into another system. Become more proactive rather than reactive. Automation and centralisation of customer information has improved efficiency by at least 50% and enabled others to be able to find information more easily. Removed subjective and manual health scoring which was a cumbersome manual process for the team.,Natero and ClientSuccess,Zendesk - high level view of open tickets and impact customer account health Mixpanel - aggregate data to create a standard set of reports for all customer accounts in the system. Removes the need to log into mixpanel to build a dashboard for each new customer account.Gainsight makes me feel like a valued customer always!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.,9,10,We haven't yet made the data in Gainsight visible to our executives. This is definitely an area for improvement. We do, however, sync the data being transformed in Gainsight to salesforce, which is what is mostly available to our leadership. When the reports and dashboards are improved and more user friendly, I will consider putting Gainsight in front our executives.,Health Scores have changed how we prioritize our clients, escalate risks, and evaluate ways to take action to improve our NPS scores. We've evolved our usage of CTAs to be more intentional in highlighting specific actions as a result of key milestones. Automated emails through Journey Orchestrator make it easy to automate our renewal process for organizations who will likely auto-renew (and not renegotiate their terms).,Salesforce Lightning,The tools that we have connected to Gainsight include an S3 Connector (from our data warehouse) and Salesforce. The data we collect from the product syncs over via S3, where we are able to manipulate the information in a way that highlights the most important details. Then, the data syncs from Gainsight over to the necessary fields in Salesforce for the entire company's usage.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,9,7,I think that our executives want visibility at a high level. They do not need to see the nitty-gritty work that we do on a daily basis. they are just looking at the big numbers. I have noticed that our VP does reference the dashboards in Gainsight but still heavily relies on Tableau for reporting. We are bringing in a new director, so how our executives leverage Gainsight might change.,Boost employee efficiency Become more scalable - able to grow as a team because of standardized platform Increase quality of work because of automated reminders and built in playbooks,,We connect Gainsight with our own internal data sources as well as Zendesk and intercom. It is very helpful to have everything in one place so that we can understand customer health from a holistic view. It is still necessary at times to go out to the other platforms for more information, however, Gainsight is always the place I go first.,40,5,Customer Success Manager task management Customer Success Manager account overview Manager visibility of Customer Success Managers,We have created an integration dashboard so we can see what customers are using each integration We have built out EBR dashboards so we can easily create EBR decks from Gainsight We have integrated various tools such as delighted and intercom to pull data,I hope we will be able to use the Gainsight app on the go I hope we are able to make our CTAs more relevant and timely I hope we are able to provide visibility to our sales team so they can also access our notes,7,Slack, Zendesk, Intercom,NoTake 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.,8,8,Executives use dashboards, mostly, but the CS operations manager usually gets requests to pull reports when the time comes.,Automated surveys for more data collection and more informed business. CTA dashboards to improve team efficiency. Inspire client base and initiate upsell conversations.,Zendesk and Adobe Photoshop,The tech stack that we have is Salesforce, Mixpanel, and possibly Zendesk. It is so useful for our workflow-- our technology is based on social mentions, so when clients hit their limits, Gainsight triggers notifications which are crucial for good engagement.,30Great tool if you have the resources to implement and manage itGainsight 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,9,10,Executive care about data that lives in Gainsight a lot. They'd like to have visibility into how our customers are doing, different trends, forecasting as well as key KPIs such as retention rates. The dashboard capabilities in Gainsight are great and are used from time to time by executives. However, since it is very challenging to calculate many KPIs (net retention rate, gross retention rate, etc.) using Gainsight's data management tools, those are missing from our dashboards which prevents Gainsight from being the one source for all customer related data.,Retention has grown significantly Visibility into customers and performance is much higher The response rate to surveys is much higher than it was with our older system,Totango,Gainsight is connected to Salesforce, Gainsight PX and Zendesk. The integration to Salesforce is smooth as the product lives in Salesforce and the integration to Zendesk is great as well. However, the integration with Gainsight PX is not as easy as I thought, requires help from PX's developers and making changes is not as straightforward as I expected it to be.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.,9,9,Our executives need high visibility. As of now, more than Gainsight can offer.,Maintained first-year client retention while scaling our 1st-year client number by 100%. Improved employee efficiency. Improved client data and insight.,,Marketo, Salesforce, and our internal data feed.Gainsight is GoldGainsight 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.,9,9,Having visibility into customer accounts is important to the executives at our organization. Our CCO operates out of an executive dashboard in Gainsight, which allows him to surface key trends or proactively get ahead of risks. Some reports within Gainsight are actually used in quarterly board decks.,By building a detailed Health Score, CSMs have been able to see where improvements can be made within their customer base. Since doing so, the overall customer health score has improved by 5 points within one quarter. CSMs are encouraged to log "Customer Highlights" on the Timeline. These logs are then shared with Customer Marketing to create a bank of potential case studies, customer quotes, etc. With the help of the Report Builder and Dashboards, CSMs have a clear view into how they should be prioritizing their day, whether that means looking at the Renewals Dash to see what upcoming renewals are in risky stages, or diving into the health score report to see who is in the red.,ChurnZero,SFDC is our primary source of data into Gainsight. We do push data to SFDC and use some of those data points in Pendo.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: Customer source of truth with a record of customer history Consistent customer experience across CSMs & Implementation SpecialistsRisk identification & managementCustomer marketingLifecycle managementReduced time to onboard new staffReduced 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).,9,6,This is especially important for our executives in getting a quick snapshot of individual accounts. We've really tried to drive Sally adoption amongst our executive team to make this information more accessible to them as well.,Reduced 'real' onboarding time by approximately a week (playbooks go a long way in guiding our new CSMs!),Totango and ChurnZero,Zendesk: we have a preliminary connection to Zendesk but it's not as robust as we would like it to be (the scope it works for is very limited in our organization). In the cases it does work, it helps our CSMs identify when they need to get involved in support tickets.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.,10,10,Our Customer Success Executives use dashboards, Customer 360 and additional tools within Gainsight to have great visibility of their relationship with our customers. One of the best futures of Gainsight is that our customer executives have visibility anywhere, so even if they are a customer site they are able to see the Gainsight information and attack any problems that are pending.,We have increased our NPS overall score thanks to the visibility we have been able to capture by sending the NPS Survey. By using the Customer 360 we have increased the relationship between our Customer Success Executives and our customers. Our employees with visibility of Gainsight have improved their performance thanks to Gainsight's automation in reports and dashboards.,Power BI For Office 365 and Oracle API Platform Cloud,We have S3 sources and Salesforce right now, both of them are great working with Gainsight and provide a lot of combined functionality to our internal users.Gainsight helps us know when our customers need help before our customers know they need helpWe 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.,9,10,Yea one of my recommendations is a templated dashboard to start with so that we could edit it to have a re-occurring dashboard sent to the exec team. I don't think they see the full value.,New CS reps are more easily onboarded, because they can follow CTAs while onboarding, and helping, customers. This in turn has had a positive impact of retention and NPS. GS helps us visualize product usage that is easily associated with data from SF, like Contacts and Accounts. We feel like we have a pretty good model that indicates churn risk 2 months in advance, so that we can be proactive and outreach before they cancel.,,Mixpanel feeds GS with product activity, and SF feeds GS with marketing / sales / account activity. Both integrations are very easy.The powerful tool that is GainsightWe use Gainsight primarily in Customer Success, although this has begun to branch into opportunities in Tech Support, Field Services, and Education Services. Our primary business problems Gainsight addresses are as follows: Process automationEmail automationMass communications to current customersDeliverable organization & reporting,Mass email automation. We have been able to better scale our business , while still engaging with customers, through the use of Gainsight. Process automation. I have been able to stay on top of our data and and efficiency goals via the use of Gainsight. We have also been able to add and improve some of our offerings via the capabilities of Gainsight.,Documentation. They have improved in the volume of documentation recently, but the search-ability and usability is still lacking. I know the features are there, but it is sometimes difficult to understand how to use them. Product Usability. Again, like documentation, the product is immense. I just wish it was more naturally intuitive. I like to compare software to the Apple platform. They are the pinnacle of user-friendly. I think Gainsight could learn a lot about the simple, yet powerful, framework of software like Apple's.,9,9,This is something of growing importance to us. Traditionally, this has not been something that we worried about, but our senior leaders have a growing interest. I feel that within the next year we will need to create and utilize processes to keep our executives aware of key accounts. I know that Gainsight has the tools to help us in this area.,We have increased our on-time renewal percentage year-over-year through automated renewal outreaches and other processes. This has also increased efficiency of our renewals team. We started offering executive business reviews in 2017 and Gainsight has given us the tools to deliver. Early feedback from customers is immensely positive in this area. Our NPS survey implementation has offered us our first real, unfiltered feedback from customers. It also gave us a short list of advocates that we could leverage for our Marketing and Sales teams.,Bullhorn,We also connect Pendo and Amazon S3. These are new integrations for us, so we are still learning here. We also send Gainsight info to DOMO for some advanced dashboards (which works great)!,60,3,Scalability Creative Insights Proactive Outreach,Share internal data and customer information directly with customers Increase scale of accounts per CSM through automation,Advanced automated onboarding Sales staff awareness Easy access to customer information via Slack,10,Calendly,No,Product Features Product Usability Product Reputation,I wouldn’t. We got the right product and are paying a fair price.,Implemented in-house,Poor buy-in from our organization Wrong person assigned to the job internally,7,Yes,Yes,Gainsight has a practice of alerting me when a bug MAY have impacted my account. They proactively reach out and let me know about the situation and offer to investigate for me. No pressure or work on my end. Then they report back with the impact and we take action together. This is amazing and something I greatly value.,Cockpit Surveys Rules,Journey Orchestrator Scorecards C360 Setup,Yes,8Keep your fingers on the pulse of your customers with GainsightGainsight operationalizes the customer experience consistently across the Ceridian North American customer base. Customer success resources proactively engage customers based on calls to action from Gainsight. It also captures the “pulse” of the customer to objectively reflect a customer status assessment based on a large variety of factors. This information allows Ceridian to take the right action to deeply engage customers and correct situations that need special attention. Unlike reactionary support solutions, Gainsight is used proactively to keep customers successful before they go “off track”.Gainsight is a critical component to the company technology stack that drives the activities of the award-winning Ceridian XOXO Customer Success program activities. It draws from Salesforce and many other systems to distill critical information for the users and management about the Ceridian Customer base. It also feeds other solutions with the real-time customer sentiment so they can be engaged accordingly.Without the scalable operationalization of the CX NPS will suffer. Gainsight allows team members to deliver a consistent great CX!,Gainsight provides a large team with a consistent playbook of tasks that result in a consistent operationalized customer experience. IF an organization is seeking the same high quality experience for customers from Toronto to Tempe they will appreciate the calls to action that present tasks for their team members and the dashboards that allow the team management to have insight into the programs success. Along with a phenomenal product, the Gainsight team members are great business partners for success. From the regular meetings to share best practices to the partnering to integrate their solution with others, they are great business partners. Gainsight delivers on its product road map. If you have an opportunity, watch a Karl Rumelhart product road map presentation to see the direction of Customer Success!,I'd recommend new Gainsight users keep initial configurations simple to allow focus and faster ROI. Many users, my own instance included can grow quickly to try to accomplish too much. Controlled quality growth, and product configuration scope, would be a good mantra to keep in mind.,10,10,Annual Recurring Revenue is the most important success metric for a SaaS organization. Gainsight provides insight into the customer experience from a granular account level view to a high-level overall business segment view for the C-suite. Customer Success managers are prompted with individual account level tasks while more senior managers and executives incorporate dashboards into their weekly routines to have real-time insight into the accounts delivering the ARR.,Ceridian prides itself on delivering the best customer experience through the XOXO Customer Success program and the other customer facing departments. Ceridian is regularly recognized as an industry leader for customer success program value to the organization. This program would not be possible without Gainsight. Gainsight is used to proactively identify and take action on at risk accounts and this has given us a much better chance to save the account and reduce churn. Gainsight's ability to create a health score from several objective factors has allowed Ceridian to systematically identify potential reference customers who in turn engage prospects to drive additional revenues.,,Salesforce is tightly integrated with Gainsight to the point where our CSMs can spend a bulk of their time in Gainsight views without the need to go to SalesForce to complete what would be redundant tasks. Influitive's AdvocateHub is the customer-facing portal that allows customers to review and accept or decline opportunities that are mutually beneficial to the customers and to Ceridian. Based on their actions and sentiment Gainsight triggers calls to action to engage the customer with the award-winning XOXO CX.,60,2,New customer engagement NPS Survey follow up Reacting to customer advocacy activities Regular executive busienss reviews End of year assistance,Gainsight sentiment is consistently captured and that score is passed to Influitive's AdvocateHub solution to target the right opportunities to the right customers based on their current sentiment.,9,Influitive AdvocateHub, Upland RO Innovation,No,Gainsight has reached out to engage a wide variety of Ceridian team members to assist with their unique areas of business. For example, our NPS Survey team was interested in migrating to Gainsight's survey capabilities and the Gainsight team engaged them directly and answered their questions and coached them on best practices.,9One 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.,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.,10,10,This would depend on the executive, but typically, reports are extracted, combined with other data (call center, sales) and presented to executives in a presentation software. I would love for this to work better, but it's about executive adoption rather than the product.,Improve processes like onboarding and migrations. Created more data points in the customer lifecycle to help guide CSMs and provide a story for predictive analytics. Increase efficiency and time to value.,ChurnZero and Totango,We bring in data from SFDC and data warehouse. I've also used Marketo data and inputs from the support case management tool. This is all critical to telling the full customer story and defining our work.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.,10,8,Visibility is extremely important as we need to be able to check the pulse of the customer at any given time. Gainsight allows us to create scorecards for customers so we can prioritize which customers may need some extra love. We can also review account management and how they are working with their customers to ensure renewals and outreach are being addressed.,We use Gainsight to improve retention by scoring our customers and prioritizing which ones we need to reach out to. Gainsight allows us to directly contact specific segments of our customer base so we can send different communications to the different tier levels we have. Gainsight allows us to see which customers are coming up for renewal and who we need to reach out to, to start the renewal process.,TotangoGreat tool for Customer Success Management - fun to use and administrateWe are using Gainsight in the Customer Success Management Team to manage all our customers and to consolidate the data from all different systems we have to get the full picture of our customers. We are using Salesforce as CRM system, so Gainsight was our final choice because of ease of connecting both.,All customer data in one place Strong rules engine to automate stuff e.g. tech touch management Easy administration Usability Good interface with Salesforce as CRM system,Some standard objects/functions are to static e.g. NPS feature - but you can always create your own views No interface with other survey tool, but I heard this is on the roadmap Sally Slack bot seems to be useless, at least for us. You get a faster summary by using C360 view,10,10,We haven't done anything in this direction yet, but we wanted to introduce Sally (Slack Bot).,Boosted employee efficiency and reduced churn Improved transparency in Customer Success team Improved customer insights Faster and automated customer onboarding,Totango,We connect Salesforce and our own Business Process Management software to have usage data. And we use Amazon S3 for other data sources. At the moment we are testing to integrate Jira to also have all support cases in Gainsight and enhance our Health Score with that information (e.g. open cases, critical bugs).Gaining Momentum with Gainsight!Predominately addresses issues with Customer Success teams and Sales through Salesforce.Address:Data issuesCustomer Engagement@ Risk AccountsLevel of engagementAdoptionfor starts plus more at our finger tips,Prepares me from an executive perspective when I am about to enter into a client meeting and I can pull up the history on my mobile app. Everything including history is at my fingertips. Dashboards that allow me to see what is going on in my portfolio and allows me to be proactive and get out of the rat race. Share information internally and externally to hold everyone accountable and maintain transparency.,Success plans can be more pleasing to the eyes and user intuitive. Email automation - however we are receiving this in the next month and am excited to leverage it with timelines! Being able to enter CSM assessment from the timeline and show real time in the scorecard. I believe it is coming soon!,10,10,Extremely important. Our Execs leverage our Dashboards and drill down if needed. Every once in a while a customer will call our CRO and he will look into GS and have all info at his finger tips and doesn't need to track down people.,Retention visibility Renewals Advocacy Whitespace and expansion,,SFDC, Infulitive, MS365, NetSuite and Oracle. This data integration is very powerful and if we didn't have it GS wouldn't be useful to us. The ease of use /integration is phenomenal.,Yes,Product Features Product Usability Analyst Reports Third-party Reviews,We wouldn'tBecome more proactive with your Customer Success TeamsOur Customer Success and Account Management teams use Gainsight to have a single view of the customer. We have data feeding into Gainsight from Zendesk and Jira, Zuora (financials), project management/implementation systems and our customer platform (usage). Rules are built to create period over period metrics of all of this data and alerts are created via CTAs where needed and many reports to monitor this data. We also utilize surveys and programs to keep in regular contact with our customers.,Great at integrating data sources and creating dashboards and C360 pages to view information Automating customer outreach and customer communication Enables proactive outreach and responses to positive or negative trends in usage, support or financial data.,The ability to create joins between data tables (MDA) could be better, today it requires rules to supplement data There are numerous ways to implement Gainsight objects, takes some learning to know which way will work best,10,10,We've created numerous executive dashboards as well as the Slack integration so that executives don't have to make the "fire drill" calls to get updates on customers before meetings or when they get calls. The information they need is readily available and allows them to have more deeper conversations with clients that they would have had before.,Customer retention and satisfaction have definitely increased, unfortunately due to some other circumstances the numbers don't tell that story. But we see the results in our survey data, 25% improvement year over year in NPS scores. CSM have a much more strategic role with customers now, they've transition from being more Support oriented to being focused on client partnership, working on regular basis to help customer cut cost and improve operational efficiencies using our platform We have a much deeper insight into how our AMs and CSMs are managing their accounts, their activities, CTAs and program reminders or tech touch emails.,Totango and Amity,We received data from: ZendeskJiraZuoraQuickBaseCustomer Platform We are not pushing data to any other system other than Salesforce at this time. We have rules to create metrics from all of this data and our workflows, programs and CTAS are based of positive of negative changes in this data.Gainsight the tool the creates and help build cross-funtional Customer Success.It is being used across the entire organization from Sales, Success, Renewals, and Project Management. It addresses ability to create a playbook for different life-cycle, risk, or expansion events based on quantitative data.,Derived a customer health score. Helps give visibility into every account in one place. Pushes Proactive Calls to actions to the appropriate people to act one. Pushes tech touch automation based on triggered events for the "long tail" customer segment.,The rule writing is not super intuitive. Would be nice to have it more of a click build that did not require so much technological administration of the tool. Pulling in the basic customer data, and deriving a basic heath score should be more out of the box and simple to do so that customers can get value quicker without having to get services involved.,10,9,Executive leverage Gainsight for quick customer health updates. They also use it to see what the latest is on any account.,We have not started realizing value at this point that is measurable since we are still working on rolling it out and enabling users.,Totango,We have one of our products admin systems pushing usage data directly to Gainsight. Gainsight is also retrieving usage data .csv files into the S3 from another one of our databases. lastly it is integrated with SFDC.New user and happily getting acquainted with the system and its valueWe purchased Gainsight so we could have a central repository for our client accounts. It gives us good metrics to report and allows us to manage accounts, upsells, renewals referrals and more. It is used day to day operationally and for senior management reporting and action.,Ability to create strategic dashboards Centralisation for accounts and a link with Salesforce Reporting ability,Sometimes it appears a bit clunky - not sure if it is the volume of information or it's our system at fault,9,9,Very important and with the dashboards it allows us to give them the level of clarity required. Then if they feel necessary they can drill down.,Increased upsells opportunities More defined account health management Better management of the renewal process Increased throughput of tasks for clients Quicker to identify risks and customer retention has improved,,Coming in: SalesforceZendesk Going out - nothing so farGainsight Takes the Guessing out of Customer SuccessGainsight is being used today primarily by the customer success team. We also have users that sit in leadership and some key stakeholders within the sales organization. For CS, we use Gainsight to give us proactive insights and suggested tasks to serve our account base. We also rely on it heavily to provide each customer with a health score using data from our application, Pendo, Nudge and our BI. We have weighed out the data coming into Gainsight from these applications to provide us with a holistic view of active relationships within the account (to avoid being single threaded), adoption and value realization. These data points inform our overall health score, which I can confirm give us an accurate view into which accounts are at risk and also helps us identify opportunities. The CS360 is invaluable to our team. This is where we will go to prep for a customer call, capture meeting notes/risk/opportunities in the Timeline. Our usage of Gainsight has helped make us a very high functioning team.,Health Score 2.0 - being able to bring in data points from different technologies to gauge health of a customer and of our customer base CS360 - A consolidated view into all important areas of an account - from contract details to health to usage stats Timeline - Finally one place to capture notes pertaining to an account/customer.,Maintaining integrations, it can be tricky to pinpoint where an issue may lay (within the data coming in, within Gainsight, etc) It would be great to have warnings - like say if a SFDC admin changes a field that we bring into Gainsight that could potentially break something - it would be nice to have a warning email notification,10,9,Extremely important for our executives to have visibility into an account. Our executives meet regularly with executives in our customer accounts and visibility into the information Gainsight holds is very important. They all use Gainsight Sally quite a bit on the road for quick insights. Gainsight is also very helpful during conference season when running into a customer unexpectedly and needing a quick download on what has been going on with the account recently.,Gainsight has helped us achieve our quarterly renewal targets consistently for the past 2 years Gainsight has helped us achieve our upsell targets quarterly Gainsight has helped us know our customers - which is actually one our team's values.,,SFDC, Pendo (for usage insights), Gooddata - for feature usage insights, Nudge for relationship data. All flowing into Gainsight. We also populate the CS360 as a widget in SFDC.
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Gainsight
359 Ratings
Score 8.5 out of 101
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Gainsight
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Mike Hilverda profile photo
Score 8 out of 10
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One of the biggest differences between Gainsight and ClientSuccess is in their Salesforce integration. Gainsight's Salesforce integration is fantastic but without Salesforce, the value isn't nearly the same. You really need the two together to get full value. ClientSuccess's Salesforce integration is not as good, but their v2 is making the competition a lot closer.
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Sacha Laskow profile photo
Score 9 out of 10
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We started with Totango as it was seemingly a much more simple implementation, and it was definitely user-friendly, however ultimately the lack of flexibility was not going to work for us. I also attended demos of the other major players such as Amity and generally found they all had interesting perspectives and differentiation; however the Salesforce integration and thought leadership of Gainsight took the edge.
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Score 9 out of 10
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Gainsight has more features and better community/ thought leadership. We purchased it three years ago so I can’t remember all the details :). We did take a look at Totango again recently but their support was not on par with sour standards.
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Score 9 out of 10
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Our Salesforce admin is constantly pushing us to adopt more of the features of Salesforce. However, we find that Gainsight is a stronger tool for customization and enhanced interdepartmental communications. Timeline makes it easy to understand where we stand in a customer lifecycle, which is far superior to reviewing an activity history related list in Salesforce.
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Score 9 out of 10
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I have not used or evaluated any other products like Gainsight. In the past, I was using Wrike to store my client notes and use keep tabs on their onboarding process. I also synced my email to Salesforce so that the account managers could see my activity with customers. I know my managers evaluated a lot of products and ended up on Gainsight because it was the best fit for our needs.
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Score 8 out of 10
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There's really nothing like it that I've experienced, as this is one of my first positions within a Customer Success org. I've had quite a bit of experience in Adobe Creative Suite, and just how the features in those are complex, Gainsight has similar vibes-- that it takes a bit of experience to learn but once you know the complexities, the world is your oyster and possibilities are endless. I love that it's constantly innovating and challenging me to keep up with those changes. I cannot wait until the UX is perfect.
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Score 9 out of 10
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Gainsight is a much more robust tool than Totango and offers many more features with more capabilities. However, implementing and managing it is much more time consuming and technical. One key advantage for Gainsight is that it lives in Salesforce, whereas with Totango you might have some issues integrating the two systems. Also, the work management tools and reporting of Gainsight are far more robust. The one advantage Totango has is integrating and reporting of usage data, which is much easier and offers more functionality than Gainsight, and provides a lot of value.
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Score 9 out of 10
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We went with Gainsight above Totango or ChurnZero primarily because of the maturity of their organization. They are the market & thought leaders on Customer Success management and we wanted that in our corner when maturing our own CS organization. Gainsight is also the most seamless to integrate with Salesforce which was a large driving factor as well.
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Score 10 out of 10
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I really haven't used other tools that can be related to what Gainsight provides. I can say that Gainsight is definitely one of the bests in the markets. For me, the combinations of being a platform with a lot of tools and futures for customers plus a great customer service is the formula for success.
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Ben Michael profile photo
Score 9 out of 10
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I honestly haven't done much research on other options, but I ave talked with reps from Bullhorn. I believe they are newer to Customer Success, but they had a unique offering that searched Outlook for all customers emails to your company's email server. This level of transparency would be amazing with a growing company. However, we ended up not pursuing this option due to technical limitations, cost, and no additional benefits.
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Carlos Gonzalez profile photo
Score 10 out of 10
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After reviewing manual processes and other industry solutions along with our needs for integration and a Salesforce friendly solution, Gainsight was selected based on the breadth of product capabilities and the team of resources we would be partnering with. While there are other possible solutions, Gainsight has worked very well for our objectives
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Shawn Hilditch profile photo
Score 10 out of 10
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Gainsight's integration tools were much better than the others. Totango has a very nice user interface, but didn't have the structure to handle our variety of customer (small to very large). Totango also required the use of other 3rd party tools as they hadn't built their own, such as surveys and outreaches.
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Feature Scorecard Summary

Role-based user permissions (145)
7.8
API (105)
7.9
Integration with Salesforce.com (182)
9.4
Integration with Marketo (45)
7.6
Integration with Eloqua (17)
7.3
Product usage (174)
8.6
Help desk / support tickets (148)
8.1
NPS surveys (151)
9.3
Sponsor tracking (144)
7.9
Customer profiles (174)
9.2
Automated workflow (188)
8.2
Internal collaboration (174)
8.1
Customer health scoring (187)
9.4
Customer segmentation (160)
9.4
Customer health trends (176)
9.1
Engagement analytics (156)
8.9
Revenue forecasting (98)
8.6
Dashboards (189)
8.7

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