TrustRadius
https://media.trustradius.com/product-logos/T3/KI/JVECOPT0CJWO.PNGGainMoreSight into your clientsProcore currently utilizes Gainsight within our customer success organization. Implementation has been on the slower side, but we are now beginning to see the value of the software. We strive on time to first value with our clients and think Gainsight will ultimately help us pull the right levers at the right time to ensure our clients are successful. For our large existing customer base, Gainsight will play a crucial role to notify us of what we deem are important events, all in an automated fashion.,Native Salesforce app! If it's not in Salesforce, it doesn't exist! Thought leader in Customer Success. Powerful feature set.,Implementation: Gainsight has a large team and sometimes it seems like you have to speak with 2-3 people to get an answer. Ease of use: Gainsight could be more intuitive.,8,We fully expect to have a positive impact across our team, but are still working through implementation to get there.,ClientSuccess,26 to 50 peopleGainsight review from a new AdministratorMy organization is utilizing Gainsight within our Customer Success, Sales (Renewal), and Executive Teams. We leverage its functionality to prioritize opportunities and tasks, balance workload, track high-value conversations and success plans, and collaborate on at risk customers.,Provides one interface to leverage information from various systems, such as Salesforce, Zendesk, and our product usage data. Automates the workflow for our Customer Success Team. Allows us to create customized Calls To Action, reports, dashboards, etc. to meet the needs of all teams who are utilizing it.,While Gainsight is quite intuitive for the end user, it can be challenging from an administrator perspective. We have had some challenges with our product usage data. Gainsight support has been wonderful to work with in trying to resolve the issue, but this has been an ongoing challenge.,9,We've benefited from increased employee efficiency due to the insight in one dashboard. Tracking of high-value conversations in one central area has allowed our team to continue to deliver great customer service, regardless of the number of customer service managers an account has had over the customer lifecycle or the varying employees that interact with them.,Preact and Totango,6 to 10 peopleGo get Gainsight now!Gainsight is used by the Client Success, Sales, Marketing, Product and Executive teams to monitor the health of our global client base. It helps us to see all interactions and information about each client: logins, support tickets, product adoption, etc.,Great Customer Support Easy to Use UI Great Training Materials Simple to Understand Data,10,Better renewal rates Increased upsells Better visibility into health,Totango and BlueNose,11 to 25 people,35,3,Monitoring our Clients' usage of our UI. Tracking "Milestones" with our Clients. Using Health Scores / "Scorecards" to proactively communicate with Clients. Leveraging their survey tool for NPS Surveys. Using "Co-Pilot" to send our automated emails throughout the Client Lifecycle.,We now run our "Code Red" meeting out of Gainsight.,10,Implemented in-house,10,Yes,We had an issue with sending out our NPS survey, which coincided with Salesforce's Winter Release and the Gainsight team was very helpful in resolving our issue and ultimately ensuring that our survey went out properly.,10Our CSM platform of choice - GainsightGainsight is being used by the Client Success team to manage our client base. We are monitoring simple usage metrics, but we have also implemented financial tracking to provide overall health scores for our clients.,Extremely robust platform Integration into Salesforce.com allows for simple data sharing Flexible to handle our outside of the box use cases,Nothing I can think of right now,10,Prior to Gainsight we managed all our clients via our own infrastructure and Excel spreadsheets. The ROI for managing metrics, overall health scores and playbooks in one platform is invaluable.,Totango,Bluenose Analytics,11 to 25 peopleGainsight helped us to standardize process and scaleGainsight is used by the Customer Success Team to manage workflow and to help build and provide analytics and a complete view of customer health. The 360 view of the customer lets a CSM prepare for a customer interaction in a very short time. The efficiencies gained allow us to increase the number of customers that a single CSM can handle. The analytics and dashboards allow us to be much more proactive with the customer which helps us help the customer get to first value with our products and ensure continued success.,Workflow management with CTAs (Calls To Action) these are activities that can be created automatically to address required tasks needed to ensure a customer is successful. Playbooks. These allow CTAs to be grouped into meaningful and actionable events. Customer 360. Allows you to take a very complete snapshot of your customer in order to streamline your research and quickly assess the health of your customer. Scorecards. Immediate view of the health of the customer based upon various offerings.,Easy way to capture additional information on customer engagements. Notes can be written for CTAs but become very difficult to go back and review once the CTA is completed.,10,Faster customer research - employee efficiency Better customer service Scalability,,26 to 50 peopleIf You Have a Customer Success Team, Gainsight is a MustGainsight was originally purchased to allow our Customer Success team to become more proactive versus just answering emails and issues on a reactive basis. Since its launch, Gainsight has successfully allowed us to do just that. Whereas we attempted to make proactive calls as time allowed and hopefully hit the right person at the right time, we now are able to leverage many of Gainsight's amazing features (actions, scorecards, etc.) to inform us of when customers need to be called on proactively.,Scorecard is excellent at providing Customer Success Managers (CSMs) the ability to see the health of their customers at any time. By adding in a mix of different behaviors (activity touches, adoption, gut check, survey results, etc.), CSM's identify where we need to do more work to be successful with a client. Actions are outstanding at informing us of inactivity or dissatisfaction whether it be lack of engagement with our app for a period of time, lack of engagement on our part for a period of time, or reminders to schedule executive business reviews. The ability to send out Net Promoter Score (NPS) surveys from Gainsight's application, have it tracked, and then actions built off of the results allow us to promptly reach out to detractors and, in turn, resolve concerns and objectives that may exist. These guys are becoming THE experts in the Customer Success field....if not there already. Their Pulse conference is a must attend event.,As an early adopter of Gainsight, code had to be written for some of our needs...sometimes this code can break. With that said, much of Gainsight has built since we came on does not require as much code (or perhaps no code) to be written. The important thing here is that their support (whether it be their CSM, Implementation Manager, Support department, or even their Chief Customer Officer) is quick to respond and remedy in a timely manner. Gainsight is a must-use resource for folks in the trenches (e.g. Customer Success Managers, Account Managers, etc.), however I would like to see additional functionality built out for someone who manages these folks.,10,We are much more proactive than ever before We can accurately say which customers are at risk for non-renewal We have an easier method to know when folks are not engaged with our solution,Totango,10Great for new and growing CS teams!We have Gainsight visible to all customer facing representatives at our organization but it is primarily used by our Customer Success and Technical Support teams. Gainsight helps to provide customer health, NPS, and sponsor tracking details for all of our accounts. It is also a one-to-many email platform for our CS to use without needing to work with Marketing on templates or campaigns.,Sponsor Tracking - This is my favorite feature and keeps me in tune with organizational changes with my customers. NPS Surveys - This is vital for our support team. Customer Health - This is configurable to meet what measures health to us.,Speed - Gainsight panels and data take a while to load. CTA based emails - Would love to be able to link CTAs to CoPilot to trigger emails or auto generate email lists based upon cta criteria such as usage drops or select user actions.,8,6 to 10 people,Increased visibility of CSM activities across the organization Improves CSM processes Integration to NPS scoring,My favorite is Pulse. I always walk away with plenty of ideas, awesome networking, and topics for team meetings. We are an advanced CSM organization so some of the content is validation of what we already do as well as good reminders of the basics we need to revisit. Always a blast and I look forward to it every year.,TotangoOur gains from Gainsight.We only use Gainsight within our Customer Success team to automate our processes. We send automated emails through out the customer lifecycle and notify CSM of accounts that need attention. We are also developing account health scores and tracking usage data within the application.,The bionic rules in Gainsight allow us to overcome the separation between Salesforce objects. I don't have to worry about not being able to access both billing and contact data for our customers at the same time anymore. The automated email feature, known as Copilot, has saved us hundreds if not thousands of hours of work. All of our clients receive specific emails, and we can easily set up which email goes to which client then essentially forget about it. The C360 page lets us access almost any data we need about a client. We can customize what is shown and how the data is organized so our CSM's can quickly see the most important information about our specific clients.,The Usage object within Gainsight could use a bit of TLC. We love the data it shows and the potential it has to become a major resource in knowing our customers, but the UI can be a bit clunky at times. The graphs aren't always the most readable or intuitive. The automated emails can only be triggered once a day. We can't send an email within a certain amount of time of an event happening within an account. We also can't easily schedule the same email to trigger multiple times in one day. Health scores are at a good starting point, but we could use a couple more improvements. The first would be to have more options of splitting score categories up into smaller scores (e.g. overall score - usage score - indiv. feature score). We also can't set a weight to diminish over time (e.g. the sales score will always affect the overall score the same amount even after two years),9,7,We built an executive dashboard for our execs and VP's to access, but they don't seem to use them. We generally build reports then send the results to the higher-ups on a monthly basis. From there I don't know what they do with the information.,We reduced our churn rate by half after using Gainsight for 10 months. We saved hundreds to thousands of man hours by automating a lot of emails and notifications through Gainsight.,,I used the chat channel to contact Gainsight about a quick question that I had regarding one of their features. I used the language in their help article to explain my question, but the rep came back confused about what I was talking about. Once he did understand he gave me the answer I needed, but then just cut off the chat without so much as a salutation, let alone a follow-up question. I submitted a review about that interaction and expressed my disappointment. A few days later, I received a box at my office from Gainsight full of muffins apologizing for the less than satisfactory experience I had.Gainsight will change the way you see customers.GainSight is a fantastic tool that allows your engagement team to see the life cycle of a customer. From the first day they sign up to the day they leave (which hopefully will never happen). GainSight will trigger tasks for you team to follow up with customers that show symptoms of churning so that you can head it off long before it happens.,Customer Tracking is accurate and easy to read! They have a fantastic and helpful team. They are responsive and knowledgeable. You will never be left out in the cold. Easy to set up (at least in comparison to other internal tech we've used).,These are all knit picks, loading can be slowish, but I would say that is industry wide. There's a lot of data to sort through. There has been syncing issues in the past with Salesforce (But I would assume that it is partly SF's fault).,10,11 to 25 people,If upsells were a game of golf, GainSight skips you straight to the green. Nothing can guarantee success, but you will have a lot higher chance of a hole in one. Retention was our major concern, we had a lot of churn leaking. We are now able to stop it long before it can take root. A surprise advantage of software like this, employee onboarding is a lot more straightforward, No more guessing or assuming, you can know the exact symptom of your customer has before they churn.,I don't know what to say other than they are great. I haven't referenced them in over a year, but I doubt they went down in value. :) Keep it up team!,Evergage, Intercom, Totango and ClientSuccessGood workflow engine. Good people. Poor customer experience journey.Gainsight is used by our Customer Success team. It helps us operationalize our processes in a repeatable (scaleable) manner. We have a significant growth ramp ahead of us (in employees and customers). We chose to implement this mostly for its workflow capabilities.,Workflow: Calls to actions and their rules engine allows us to build a lot of repeatable workflows. We can now trigger easily trigger workflows based on events and time. Single source of info: Our CSMs now can go to one screen to see their to-do's, customer info and product usage data. Charting: Their charting/reporting capabilities are pretty solid. It's no Tableau, but it covers most of the use cases of what a CSM needs to do their day-to-day work.,Their self-help resources isn't very good at all. Their KB is out of date (old screenshots and inaccurate information). Their onboarding process is pretty bad too. The onboarding manager we got was excellent. She went above and beyond to help get us up and running. The collateral, process and tools that she has to work with are pretty poor though. I feel for her. Change management is pretty weak. The way they roll out new features make life very difficult for us. They'd deprecate features before the new features are ready for our workflows. Documentation and help materials for the new materials are not well done either.,8,1 to 5 people,Boosted employee efficiency Boosted process compliance Too early to tell re: upsell and retention,I haven't used the user groups yet. The CS University is a good idea. It's average in terms of quality. The videos/slides are not well done. I've been to Pulse. I think it's good to get to at least once. It's not an event I'd recommend attending every year as the materials don't change much year over year. If you're there to network, that's a different story.,Amity and TotangoGainsight ReviewGainsight is being used in the customer success department, by 4 agents.,Alerts work great to get amazing insight into how your clients are using your product. Scorecards are great to keep track of your clients health, and your impression of client health.,Alerts need some updating, particularly around merging like-alerts together. Implementation takes way too long.,6,It has moved us from a reactive support team, to a proactive customer success team.,Totango,8You Get What You GiveGainsight is used primarily by our Customer Success & Services organization. However, we also have members of Marketing, Sales, Product, Business Operations, and even Engineering using Gainsight. And our executive team. We use it to asses health/risk, create automatic CTAs based on various events or changes, track CTAs, track Sponsors, and automate some communication.,Provide a single place to visualize customer health/risk on an individual and macro basis. Provide a single place for CSMs to track work. Provide an effective executive dashboard for head of Success.,Adoption has been rough at times due to over-complicated CTAs. The onboarding provided little guidance in that area. Sponsor Tracking is very buggy. Success Plans do not allow for effective measurement of progress. Admin interface is pretty clunky.,6,11 to 25 people,Better visibility into customer health Scale CS team So far we have not experienced any improvements in upsell, retention, employee efficiency, or customer advocacy due to the usage of Gainsight.,The Gainsight user group Community is very valuable. You can see/discuss product enhancements, learn best practices, network with other CS pros, learn about upcoming releases, watch how-to videos, etc. We have not yet used CSU but I'm intrigued. I sent 4 people to Pulse last year and they said it was an excellent learning venue. I'm sending 3 people this year.,Gainsight - Our Journey to Visibility and ScalabilityAll of our CSMs worldwide use Gainsight (GS) as their primary tool for account management. This is where they view their daily tasks, alerts on their accounts, dashboard view of their current and upcoming activities. Our CSM team leaders use GS as well for dashboards where they monitor CSM activity, and will soon have their own flow of managers' CTA with alerts, tasks, and more. GS helps us with the following: Measuring KPIs for our CSMsScalability of our department and processes, creating standards and benchmarks for our department and the organization.,Customer Service - weekly calls with our CSM, prompt support responses, email availability by our CSM at GS. Building flows in the form of CTAs and incorporation of elements from other systems. Ability to store data and create trends.,Reporting - it has all the data, but the report builder section isn't so strong "One to Many" linkage isn't supported Some missing basic function like: creating mandatory fields in CTAs, permission levels amongst users (one user can switch into another user's cockpit).,9,11 to 25 people,Visibility to CSMs day-to-day and the ability to monitor their performance. Building a standard flow for all CSMs. Creating alerts for drop in performance of paying accounts for CSMs to mitigate.,They seem great! I attended a few webinars and like them a lot. Very professional and on point. I wish I had more time. I know that our SF Admin that is in charge of GS also managed to find valuable information in the community posts. I really hope to visit "Pulse" in the future!,salesforce.com and ZuoraGetting To Know You...Gainsight is used by the client experience management team to alert and track client engagement. It also provides a client health score which we monitor to identify potential retention risk. We use the dashboard to quickly view key metrics related to overall client health. For team members who manage large portfolios of clients, Gainisight helps to insure that all clients receive a consistent level of engagement.,Dashboard provides a snapshot of key client metrics in one view. Calls to Action (CTAs) allow us to track and measure client engagement across our entire client portfolio and quickly identify clients who may need attention. Integration with SalesForce (SF) is key as SF is used throughout our organization. We have been able to create CTAs that allow us to engage with clients at key times in their lifecycle such as prior to a software upgrade to determine their readiness. This has allowed us to better schedule our resources and prevent projects from being canceled at the last minute.,Flexibility around reporting. Challenge with tracking CTAs based on due date versus closed date. Not always intuitive so have to carefully manage how team is closing CTAs.,8,11 to 25 people,Identify client readiness for upgrade/install projects Validation of client health ratings Insure all clients have a consistent engagement experience,We attend Pulse and find it very informative and energizing.,Gainsight ReviewCurrently, Gainsight is only being used for our CSMs. However, we expect to expand that to sales (through the SFDC widget/limited licenses) and support. We are managing both our SaaS customers to reduce churn and starting to take on our on-premises customers.,Our customer outcome manager is amazing and he ensures we are strategically lined up to meet our goals. Solutions architects are very knowledgeable and patient while working through the configuration. Gainsight is a leader at promoting customer success.,We have been a customer for less than a year but pricing has changed multiple time during pre-sales, actual sale and now renewal making it more difficult to get the funding. I understand as a fairly new company there will be changes but hopefully not many more. Gainsight is a great tool but I think there is room for improvement in the Admin U/I that could improve the configuring and testing time. Example: Email templates can be time-consuming to create and test. The text editor is somewhat limited and keeping consistent font has been a problem - often with tags. The test emails from the Email Template interface do not look the same as the live sent emails from Email Assist or CoPilot Outreaches.,10,11 to 25 people,Operationalizing the customer lifecycle Monitoring health scores allows us to proactively manage risk.,User group and Pulse are very valuable!,TotangoSo far so good with Gainsight.We've just recently (within the past 6 months) launched Gainsight within Skyword. We're currently using it across our entire services organization and will soon look to start providing reports to the executive team. For us, it solves several challenges: 1. It helps us understand how users actually use our software ...where they spend time...where they get stuck, etc. 2. It allows us to communicate with them according to #1 above. 3. It allows us to more robustly keep tracking of the health of our clients and inform those that need to take action.,Gainsight allows great visibility into the ways our users interact with our software. Specifically, Gainsight does a great job making this information digestable and actionable. Gainsight has a rules engine that allows for the automation of communication based on certain criteria that is highly flexible.,Despite the incredibly robust onboarding, training and available materials there are moments where the Gainsight platform feels overwhelming and where it offers too much flexibility and functionality.,10,1 to 5 people,Too early to comment,The user groups have been helpful and the University was a key part of getting up to speed. This May will be my first time attending Pulse.,Totango, Intercom, Bluenose Analytics and CustomerGaugeCustomer Success Orgs. looking for a solution - Look no further than GainsightIt is used by the Customer Success Organization (CSMs). Operations which is my department supports the onboarding and ongoing activities for the sales team. It addresses the adoption issue of giving the CSMs data on how their customers are using the software and what they can do to better the customer's adoption towards the product they purchased.,Health Score - It is the most unique feature of gainsight, on giving a health score customized to industry and product based on data. Relationship 360 - Able to customize data for individual products is huge to support a company as big as ours that has over 200+ products in their SAS portfolio.,Access Controls Partner Visibility Reporting Functionality is only available to admins, CSMs should have the power to create reports they would like to use and that shouldn't clutter anyone else's view. Calls to Action - Really need a feature to alert CSMs of events, risk, opportunities, etc.,8,26 to 50 people,Improve retention Boost employee efficiency More visibility into employee's activities and better data,Love Pulse, get to re-connect and meet Industry leaders, haven't taken the opportunity to attend other events.,Review of Recently Implemented GainsightGainsight is currently being used by our account management department. It was purchased to provide a tool for programmatic outreach and risk assessment for low touch accounts.,Gainsight seems to excel in thought leadership for the CSM space and has a dynamic, articulate executive team. Gainsight displays customer information in a user-friendly format that is easily exportable. Tools such as CoPilot and Gsnap are helpful in creating a touch points for low touch customers.,Health score cards are too simplistic in order for us to rely on them as a means of measuring customer health. It has been difficult to get meaningful customer data into Gainsight. The Sponsor Tracking functionality frequently turns up false positives and also fails to properly link contacts even when the correct URL is provided.,4,11 to 25 people,We hope that we will be able to view customer data from 3 different sources in one place - but we are not there yet. We have linked several sponsors and hope to be able to manage churn and identify prospects through the Sponsor Tracking feature. We should be able to automate some routine tasks in the near future.,We have not leveraged Customer Success University or the Gansight user groups at this point in time. We will be sending 4 team members to Pulse this year.,Implementation Takes TimeAccount Management uses Gainsight. It's intended to help us scale our business.,They seem to have a lot of resources directed to product development and can respond to feature requests with more flexibility than other companies.,The tool is ideal if you have established dashboards and practices. We have more autonomy in our positions. I rely a lot on my administrator and wish there were more access levels for much of the functionality - something more dynamic between administrator and user.,7,11 to 25 people,While our implementation is over, we are still in what I would call an implementation stage. Gainsight is powerful but takes a lot of time to configure in a meaningful way. It takes a lot of time to receive actual value from the tool.,I'm attending my first Pulse event this year.,Gainsight review from early impressionGainsight is being used to help us make our Customer Success and Support departments more efficient, and to help increase/maintain our high retention rate. We are using the survey functionality, as well as developing a customer Health Score that will help reduce the time to prepare for a call to the customer.,Their Pulse conference provides great information, while making it fun and allowing for time to network with peers. The flexibility of the platform can make it a bit overwhelming at first, but as you learn more, the flexibility allows for customization to fit many different orgs. The people at Gainsight are very helpful during the implementation process, and help hold you accountable to the goals that have been set during the sales process.,The support documentation is lacking in real-world examples, with enough data to help direct the user to the data in their own environment. It is sometimes very simplified and unhelpful. The rules engine could use a little more simplicity for simple tasks, while still offering full functionality in another section/pane/option expansion. We were not offered a demo of the product and when we inquired about that possibility, after we had purchased, we were told that requirement on our side would have needed to be addressed before the purchase. We are heavy Salesforce users and have many custom fields and workflows, that made this a bit concerning. Thankfully, we didn't run into any issues in the four months we have had the product.,9,We were prepared to spend a fair amount to use a survey tool, so simply saving that money was significant. The upcoming Co-pilot feature, being released this month, will help reduce time we will need to work with our Marketo team to distribute emails. As move to leverage the Health Score, it will help us define at-risk accounts faster, and help resolve issues and get the customer back on the right path.,,11 to 25 people,1,7,7,8,9,7Gainisight Review After 2 Months of UseIt is being used by the customer success team for two primary resources: align best practices around processes across the customer lifecycle and to demonstrate value to customers through the use of health scores and usage tracking. We expect to start to utilize success plans as well, as our customers are high touch and require strategic alignment across marketing, sales, product and customer success to ensure we're meeting all of their needs.,Being a leader in the CS space by innovating and bringing best practices to their customers allows groups like us not to have to be experts in CS but rather domain experts which we're best at. The help we have gotten in training and talking with execs at GS has helped how we think about our org. The onboarding presentations and homework were effective in making the implementation workshop, Gaisight Express very useful. Flexibility in rules engine.,Training materials and guidance to roll out to users of gainsight not just the admins. More intuitive user design - some functions were hidden or not described in the tool but rather in the documentation leaving few folks really understanding what it does (like relationships or insights tabs).,8,,Salesforce.com, Box,6 to 10 peopleSo far, so good!We are a little unique in our implementation of Gainsight as we use it predominately for customer marketing purposes, though we are considering expanding it to our CSM group in the future. In an effort to move beyond batch-and-blast email communications to encourage user adoption, we adopted Gainsight Copilot to help trigger behavioral onboarding campaigns based on product usage data.,Reporting! Customer service/onboarding. Data visualization.,Size of the company - they're still getting started, even though they're the market leader. SOC-2 compliance - they're not completely certified yet (though they're working on it now).,7,We don't have great numbers to share yet, but Gainsight has helped us become more responsive to customer actions and needs. We're driving toward higher product adoption (active use), increased employee efficiency, and retention.,,Marketo, Oracle Eloqua,51 to 100 peopleA better sight at GainSight !!Gainsight was something a few of us in the team decided to try out and see what would work best with out team and how soon could we infuse it . The problems we wanted addressed were to make our Customer Success and Sales departments more efficient, and to help reduce our high retention rate by keeping track of all the nitty gritty when it came to a customer. We also wanted it to help us assemble data that we use in our daily work with customers and point out whether they are utilizing the platform fully or not and where they could get more value for their investment in Practo.,Customer health score cards are nice and easy to track NPS surveys Task and call-to-action analysis acts as a reminder and helps intervene in the life cycle of a customer,There isn't a quick save feature for most commonly used filters Some of the usability can certainly be improved Hard to implement if you don't have clean, accessible data There are a few bugs and page load speed becomes an issue sometimes The UI could use improvement,7,Not much as we did not use it for a long time,Totango and Natero,Totango, Natero, Gainsight,26 to 50 peopleGainsight ReviewWe are just completing the instrumentation of Gainsight to hold our customer journey map, step by step, so that a CSM would check off key activities as they get completed. This will be rolled out for all accounts in April. Prior to this, we were using it for capturing notes and what we call our Adoption 360 scores of each customer.,Their design and concept of play books is very good. It is easy to implement and configure.,Multiple scorecard functionality is important (I believe it is close to being released if not already). There are still some data ingestion and transformation challenges, so continuing to improve ease of use would be good.,9,Once we complete the instrumentation of our Customer Journey Map key activities, this will have a pretty massive impact on ROI. We have projections on CS efficiencies (20% over a 24 month period) based on this, as well as we will be able to measure the velocity of adoption. So not only will we get customers to adopt the solution faster, but Gainsight will end up being a governance engine to ensure we work in a consistent manner.,Bluenose Analytics and Totango,Jive Team Collaboration, Salesforce Service Cloud,26 to 50 peopleGainsight Administrator Still working through implementation!We are in process of rolling Gainsight out to anyone in the organization in leadership or a client facing role. One we've fully implemented Gainsight we will have about 50% of our employees using Gainsight. Gainsight allows us to more systematically service our client, ensuring that we have standard play books for all of the common issues we run into, as well as, allowing insight into potential problems (e.g. drops in usage) before they have a chance to be detrimental to the relationship.,Identifying issues, such as drops in usage, before they are obvious. This allows us to address any potential risks before they have a chance to have a lasting negative effect on the relationship. Standardizing how we respond to common issues, and allowing new employees to ramp up more quickly. By using the playbooks we are able to standardize how we fix common problems and ensure that the best practices are used by everyone... even new employees. Ensuring that repeated tasks, such as quarterly business reviews (QBR), happen on time for clients based on things like their Customer Tier. We have the ability to automate the CTA's to kick off every three months for tier one clients so that we never miss another QBR.,The implementation process has been much longer and more complicated than initially expected. We aren't able to customize some features as much as we need (e.g. you can't set smart sign scores for different client types) Would be good to be able to set CTAs based off of a scorecard, so if a score goes stale, or if a score drops a CTA is automatically kicked off. Currently there is no way to do that.,7,We haven't been using Gainsight long enough to determine what the ROI will be, but based on early signs I think it will have a positive effect on the efficiency of our client services team, better customer service and our ability to catch potential risks early.,,11 to 25 people,Vendor implemented Implemented in-house,Yes,Change management was a minor issue with the implementation,At every turn the data implementation process has been extremely painful (with the exception of the native Salesforce integration). Segment integration should have been plug and play but instead is requiring custom work on our end to make the data show up properly. Administration of Gainsight is not intuitive, my experience as a Salesforce admin has been little to no help in learning to navigate the Gainsight administration. There aren't enough training resources, I would love to have more training videos and tools to help get myself up to speed.,2
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Gainsight
361 Ratings
Score 8.4 out of 101
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361 Ratings
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Score 10 out of 10
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Alternatives Considered

I was not part of the purchase process as it was added just prior to my start date, however my understanding as to the reason we chose Gainsight over Totango was that our organization felt Gainsight had a better understanding of Customer Success and could be a valuable resource to our organization as we grow our CS department.
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As with all tools, there are alternatives, and factors beyond anyone's control may sway your decision. I have personally used Intercom, Totango, ClientSuccess and Evergage. All were great for different reasons, and I suggest you have a team meeting with each, and hear why they think they are better than the other. No matter what you pick, you are getting a quality tool.
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March 24, 2017

You Get What You Give

Score 6 out of 10
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The other products like Gainsight that we have used or evaluated include Preact, Totango, and ClientSuccess. Preact and Totango were more focused on data and alerts -- they were immature when we used them. ClientSuccess shows promise, but when we tried it, it was too immature and lacking in many areas.
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March 17, 2017

Gainsight Review

Score 10 out of 10
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Thought GainSight was a bit more of a thought leader. Initially thought if it was built on SFDC it would be easier but it proved to be quite difficult with our SFDC admins (which I am not).
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Score 7 out of 10
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I was not part of the purchase experience.

We use Salesforce which is somewhat similar in the fact that it has dashboards and reporting. I'm able to do a lot more in Salesforce without having to invovle the Salesforce admin. It's more empowering at this time.
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Score 9 out of 10
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We had really only taken a look at a couple other solutions, and found the sales reps to be responsive and informative. This along with the demo of the platform lead us to a purchase.
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May 12, 2016

So far, so good!

Score 7 out of 10
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Alternatives Considered

We also evaluated Totango and Intercomm before choosing Gainsight, as we had a marketing-first use case. While both of the other tools were great, we felt each required us to pay for key functionality we would never use (Intercomm's in-app functionality and Totango's one-to-few customer success platform). Gainsight allowed us to purchase Copilot in isolation.
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February 22, 2016

Gainsight Review

Score 9 out of 10
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Alternatives Considered

My team did some light evaluations of some other solutions, which seemed to focus more on analytics, versus CSM workflow. Because we have large customers and a higher touch model, Gainsight seemed to be a better fit.
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Feature Scorecard Summary

Role-based user permissions (146)
7.9
API (105)
8.0
Integration with Salesforce.com (183)
9.1
Integration with Marketo (45)
7.6
Integration with Eloqua (18)
7.2
Product usage (175)
8.7
Help desk / support tickets (149)
8.2
NPS surveys (151)
9.3
Sponsor tracking (145)
7.7
Customer profiles (175)
9.2
Automated workflow (189)
8.3
Internal collaboration (175)
8.2
Customer health scoring (188)
9.3
Customer segmentation (161)
9.0
Customer health trends (177)
9.1
Engagement analytics (157)
8.7
Revenue forecasting (98)
8.6
Dashboards (190)
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