TrustRadius is the way to go to ensure Customer Success!It is being used by our Customer Success Account Managers and our Executive team. It helps us to understand our relationships with our customers, mitigate risk, and solve business problems and develop our relationships.,Central view of customers Automate action items Organize data from Salesforce so that it is actionable,Does not integrate with Outlook,10,Increased employee efficiency Better customer service Executive visibility,,, Clarizen, Pardot,6 to 10 peopleOne Way to Gain some Insight on your customersGainsight is used by the entire organization, but mostly by the CSMs. The tool provides a consistent proactive way to manage customers along with providing the entire organization a 360 degree view of each customer.,Cockpit - Call To Actions - proactive consistent ways to measure CSMs and handle customers Customer Scoring - health score for every customer. 360 [degree view] - in one or two minutes, all the pertinent information on a customer can be consumed (in one place).,Parent / Child relationships within an account - One account may have many "deals" or "opportunities" being worked by different CSMs. Data Analysis / Tools to prove the health measures being collected/used are truely a direct correlation to churn.,9,More Collaboration amongst Sales and CSMs. More worldwide consistent processes / approaches for CSMs. Driving CSMs to be more proactive.,,Salesforce Communities, Atlassian Confluence,, JIRA Software,11 to 25 peopleThanks for reading!Gainsight is being used by the customer success department to keep track of our clients during their life cycle. We use it to track their success and health as a business partner and keep track of how engaged they are and how much they're using the platform.,Reporting, not easy to set up, but great to finally see. Integration with Salesforce, makes things way easier. Support, they are very helpful.,How difficult it is to set up the various reporting [options].,8,Success metrics Reporting,None,Salesforce Communities, Lotame, Google Analytics,6 to 10 peopleNPS for GainsightWe are using Gainsight to track next steps with customers, monitor the overall health of a book of business, and automate the processes. Gainsight is only rolled out to the Customer Success Department. It allows us to see a snap shot of health for each account and automate certain processes.,Health Scoring. Nice dashboards.,The dates on CTAs are completely off and really hard to use. When creating a CTA you should be able to apply a playbook at the same time, not in another step. When creating reports in Reports 2.0, often the save function does not work well and the software is very buggy in general.,3,Totango,26 to 50 peopleLeading the Customer Success Technology & Practice ShiftGainsight is being used for account management and customer success management (CSM) across both corporation and enterprise buckets.,Provides us a view of our customer data in both quantitative and qualitative ways Allow us to grow customer lifetime value Transforms us into a proactive team touching our customers at scale (1-to-many),Some gaps in product feature/function; However, is expected given it's a young company and younger space,8,We are growing customer lifetime value We are much more efficient across customer tiers & much more effective across each individual AM/CSM,Bluenose Analytics,26 to 50 people
361 Ratings
Score 8.4 out of 101
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Gainsight Reviews

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361 Ratings
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Score 8.4 out of 101

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Alternatives Considered

We are a SFDC customer, so it was a much more natural fit than the other choices. Gainsight, at the time, appears to have a larger part of the CSM market space/leader. They seem to be 6-9 months ahead of the other tools / companies in terms of maturity.
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Feature Scorecard Summary

Role-based user permissions (146)
API (105)
Integration with (183)
Integration with Marketo (45)
Integration with Eloqua (18)
Product usage (175)
Help desk / support tickets (149)
NPS surveys (151)
Sponsor tracking (145)
Customer profiles (175)
Automated workflow (189)
Internal collaboration (175)
Customer health scoring (188)
Customer segmentation (161)
Customer health trends (177)
Engagement analytics (157)
Revenue forecasting (98)
Dashboards (190)

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
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


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

Small Businesses (1-50 employees)
Mid-Size Companies (51-500 employees)
Enterprises (> 500 employees)

Gainsight Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS, Android