TrustRadius
https://media.trustradius.com/product-logos/T3/KI/JVECOPT0CJWO.PNGLove GainSight!We have multiple reporting systems and it is difficult to consume all metrics for a customer from all these different sources. GainSight brings all that together and helps account managers manage their accounts more efficiently. GainSight is currently being used by account managers here, but we see opportunities where other teams can be benefitted too.,Ease of integration with different sources of information. The C360 page is a charm! You can add multiple sections with dashboards on it. The Usage section is really powerful and helps combine metrics from different domains into one section, where it becomes very easy to track the trend of usage metrics. The 'normalize' option is an added advantage to track the percentage changes over time. The report builder is very easy to use.,There are limitations on email outreaches like no support for tabular reports, limitation of 5 reports on an email template etc. Also, there is a lack of functionality to not trigger an email outreach if none of the reports on the email have data. There are times when the recipients get email that has nothing to track. Report builder is pretty simple to use but lacks the functionality to handle a bit complex computations. The reports don't allow end users to build aggregates on the fly. For example, a generic daily report needs to be seen rolled-up to monthly, quarterly or yearly views, based on a user's preference. The way it works today is that it requires the developers to design different aggregated views of the same report, so you end up cluttering the dashboard with just different views of the same data. The global dashboard doesn't allow adding reports that are built on data sources from different domains - meaning, you can add a MDA report and a SFDC report on the same dashboard.,9,11 to 25 people,Improved efficiency of reporting on customer metrics Helped track customer usage trends easily and better Helped consolidate information from different sources to take a complete decision,Yes, they are pretty helpful! I haven't been to Pulse events yet, but have explored the user groups and university stuff and found them immensely helpful.,The Joy of Working with GainsightWe engaged with Gainsight about six months ago and signed a contract with them about two months ago. We launched our initial pilot group of a dozen users just this week and plan to roll out to another 150 users within the next 45 days. Our use is pretty broad-ranging as we employ the Gainsight platform to develop our 360-degree view of the customer including a focus on driving positive account heath scores and platform usage trends. We use the considerable insight Gainsight provides to set our strategic account development plans and customer success reviews as well as to apply the appropriate attention to customers in need of our support and engagement based on the "Calls to Action" that help guide our team as to the most critical tasks, events, alerts and issues to resolve.,Pulls together customer information from Salesforce into an easily digestible format and enables you to analyze additional customer data that resides outside of the Salesforce environment. Creates a focus around automatically calculated objective and subjective account health score metrics for a quick and accurate read on the accounts that require attention and strategic prioritization. Focuses your teams on strategic account planning based on the customer's objectives, needs, and challenges. Provides "Calls to Action" (CTAs) that automatically bring to your attention issues, risks and challenges to enable better proactive resolution. Gainsight as a company lives, embodies and exemplifies the concept of customer success like very few companies in the world. Their level of support, engagement and absolute trusted partnership is unrivaled. Professional services that totally understand our needs and requirements and expertly guide us to success.,The contacts in the Sponsor tracking tile should be able to be maneuvered into an org-chart configuration.,10,More than 100 people,Handle customer Issues more quickly and effectively. Better understand root causes to determine proactive solutions designed to reduce customer services issues. Proactively keep in close touch with potentially "at risk" customers.,Pulse is an amazing event. There are so many opportunities to network with like-minded professionals with similar challenges and objectives. There are numerous excellent presentations, seminars and panel discussions to attend, and best of all, it is fun. The user groups are great as well, usually run by passionate advocates, they are packed with great ideas, suggestions and best practices.,TotangoGreat for making CSMs more proactive and getting insight into customer behavior, but you're in for a lot of workWe are using it primarily for our Customer Success team and to support our Sales Team during the trial process. Our Customer Success team uses Gainsight for CTAs (all events-based at the moment - new client onboard, QBR reminders - but also some performance CTAs, like an alert that their new account hasn't reached our designated "passing" onboarding score), the C360 page to support QBRs, and their client dashboard at times. Our Director of Customer Success has her own dashboard that she monitors for going over CTAs and keeping tabs on how our new clients are onboarding. We also use Copilot to send out trial nurture emails and to automate emails coming "from" our Account Executives and introducing them to our renewal managers (we automate these outreaches because lots of clients fit into this low-touch bucket).,CTAs and other rules-based features: CTAs are great because you can query your customer data every day and be alerted if/when your customer is exhibiting specific behaviors. For instance, we have a CTA set up to alert our CSMs if their new customer is 2 weeks into onboarding and has not yet received a "passing" score for onboarding. CoPilot: Copilot has a lot of the same features of CTAs but you can easily automate sending emails to people who meet specified qualifications. For instance, we send an trial nurture emails from Gainsight to accounts in the trial process who are days 2, 5, and 7 into their trial. Usage data view on C360 page: Our team gets a lot of value out of seeing their client's usage activity over time via the C360 page.,Too many features: I think Gainsight could benefit from focusing on a handful of key features v. trying to do everything. There are so many tabs and so many areas that I can adjust that it's often overwhelming. Releases: Honestly, I have to brace myself for Gainsight product releases because at least some process that I set-up which was largely "set it and forget it" stops working after a release. I lose a lot of time redoing rules I've made in the rules engine with startling frequency. Support responsiveness: this was exacerbated after the previous release which made sense, but support often takes a full 24 hours to get back to me and simply say they're reviewing my ticket. Whenever I have an issue with Gainsight I assume it'll take the entire week to resolve.,5,11 to 25 people,Improve retention via event-based alerts and keeping our CSMs proactive Increase trial engagement Measure client satisfaction via NPS and other surveys,I do not leverage these resources. However, I went to Success Express in 2014 and found it useful.,Tatango and Bluenose AnalyticsGainsight has the potential to transform an organization!Gainsight is a customer success department's best friend. It really has the power to transform an organization and lives up to its promise as a way to get a 360 view of a customer list. Gainsight is used daily by the customer success manager at Skyword as a way to understand customer risk, identify product adoption trends, conduct research and ensure that all assigned tasks are being completed. Gainsight helps us ensure there are no surprises when it comes to customer churn.,Gainsight works incredibly well with SFDC so it makes data integrity something you can count on. Gainsight is extremely customizable so you can really use it in a way that works best for your organization. Gainsight has a very active user community and knowledgeable support desk that makes it easy to find answers to the questions that come up.,Gainsight is what you make of it. It's such a robust software that you need to dedicate significant time to making it valuable for your organization. Gainsight's isn't the most user-friendly software. I find it takes time before a CSM fully understands how it can help their day to day. Admins have an even harder job of learning the ins and outs of rule creation, dashboard building, and troubleshooting. Gainsight is built on top of SFDC, so you really need to ensure that your SFDC is set up in a way that will work with Gainsight.,8,11 to 25 people,A true understanding of how our customers are using our product. An easier way to spot risk and deploy plans to save accounts. A single system that complies all the data we need to make the right decisions.,Gainsight has a very valuable user group where you can find answers to your questions big and small. I don't really find myself contributing, but actively consume what others are adding. Gainsight has a robust online learning center, but I find the trainings a little slow and very expensive for what you get. I've yet to go to a Pulse event but am looking forward to the main event in May.,TotangoA growing company with a desire to learn all that GS has to offerCurrently, only our Customer Success department is using Gainsight. We are slowly growing a success operations team, and as we do, they are starting to use the software more and more. We use it to track overall happiness with our product and healthiness with our company and adoption of our product.,Easy to use interface Love the timeline feature to easily see a history of interactions Historical tracking of usage,Reporting across various data sources is limited Their usage data is auto-aggregated and cannot be customized Rules based logic is not often intuitive. You need to learn to think in "gainsight" ways,9,11 to 25 people,More accurate reporting and expanded capabilities More accountability for CSM successes and failures House various metrics and data sources under one roof which improves efficiency of the CSMs,I post on the community when I have product requests or ideas that support doesn't have solutions to and they send me there. The response rate there is hit and miss. Sometimes there is immediate follow through from the product teams but others are never responded to. We attended Pulse last year, but are sending more representatives this year as we found it very useful.,Close.ioGainsight ReviewIt is being used by our success and account management team to track client usage and adoption but also to track our overall renewals and upsells.,Health scoring Identifying red flags early on through automated CTAs Insight into customer usage and adoption,More bidirectional sync between Salesforce and gainsight Calculations in reporting,9,10,Very important. We’ve built high-level dashboards for then and they actually have licenses.,Identify customer health Identify red flags and adoption Identify upsell opportunities,z-insightManual CTA Usage ReviewCurrently used by two departments, although our department has the heaviest usage of Gainsight in our org.,Where Salesforce data is available to trigger CTAs from, it does a nice job of scheduling tasks The C360 provides valuable, at a glance information Logging manual CTAs is a valuable activity tracking mechanism for us,Overall slowness Cockpit is difficult to filter and navigate Configurability has been a challenge in areas of the application - we use manual CTAs heavily and the only date field available to our users to manipulate is the due date. We use this date field to represent the date the activity actually occurred. The delta between due date meaning for a manual CTA and a triggered CTA has presented significant reporting challenges and confusion for upper management. Sometimes impactful bugs really hinder our reporting capabilities. My entire department's metrics are based on closed CTAs, and when the close dates suddenly stop populating it is a real problem for us.,5,11 to 25 people,Tracking adherence to customer lifecycle engagement Activity tracking by type Proving value/ROI of CEM (CSM) organization - helping us prove business case to add headcount,Pulse last year was great and attending again next year. Sometimes we leverage the articles published.,Gainsight is a great customer success toolOur customer success team uses Gainsight to measure our deployment health, project manage our deployments, and send customer emails.,Gainsight's rules engine is really straightforward to use and I love that someone with little programming knowledge can set up rules to fire Calls to Action and make sure project tasks are getting completed. The ability to use the tool to look at customer usage and pull that data into emails is really huge. We haven't been able to use that feature just yet, but I'm looking forward to using it with our clients soon. Measuring health of our deployments, in a standard fashion, across the team, is really important. It allows us to see and address risks before they become bigger issues.,We'd like to see the reports function become more useful. We want to be able to pull data from multiple objects without having to set up complex custom MDA tables and rules, and we should be able to include tables from the reports in emails. I'd also like to see relationship health reporting become more robust. I currently have to export our relationship health scores every Monday morning to a customized google sheet in order to color the values and provide that as the executive report to our leadership team. Setting up and testing outreaches could also be easier. It should be much more straightforward to put together test outreach lists. Sending out reports from the dashboard function is fairly crude. The powerpoint formatting is not well done and as a result the reports don't look very professional and I think often get ignored when sent to our team. We should be able to export the dashboard in an email format to our internal team.,8,6 to 10 people,Boosted employee efficiency Increased Customer Success team visibility within the organization,I use the Gainsight community for support questions often and really value that the Product Team is active within the forums. It makes me feel as if my voice and requests are being heard.,Does not disappoint!Our team uses Gainsight to manage customer success activities throughout the lifecycle of our software deployments. It allows our team to stay coordinated, identify and manage risks across our company and communicate with our customers. We also use Gainsight to standardize many of our internal and external processes through the use of playbooks. Our executives value the transparency that it provides for our portfolio.,Through use of the scorecard feature, Gainsight allows us to manage risk across many complex enterprise deployments. Via playbooks, it has allowed us to standardize our processes and automate many key activities for the team. With the integration into Salesforce it has allowed our customer success and sales teams to collaborate more effectively.,We're satisfied with our Gainsight purchase and don't see any areas for improvement worth noting. Our team frequently comments on the community and feel like we're being heard.,10,11 to 25 people,Gainsight has helped us boost retention by 5% Gainsight has helped us boost employee efficiency by allowing our CSMs to grow account load by 40% Gainsight has improved inter-company risk management processes thus allowing us to get ahead of critical customer issues.,Our CS operations team uses the community extensively to gain ideas, learn best practices or identify product features that can help our business. The response and support from both Gainsight and community members are a reason that we continue to use the community as a trusted reference source. We haven't use Customer Success University yet. Some of our team spent some time at Pulse last year and gave it very high marks for the value of the content and sessions.,Totango and NateroA review from an average userCurrently being used with our Sales & Churn organization. Its being used to understand future needs of companies and get consistency with different people for the same task.,Great at surveys, great at combining information from different places in order to give a full view. Automated CTAs are great for telling people when to do a task and knowing when they're not doing it.,integration from 3rd party tools is not great. If it doesn't come from salesforce its painful.,9,1 to 5 people,Created customer segmentation. Helping with churn.,I don't do the pulse events but I know others do and like them. The CSU is great for finding answers to almost everything, when I don't find an answer the support team is super helpful and responsive.,Gainsight - gives you FULL insight into customers!The ways in which we use and plan to use Gainsight include implementing and tracking training survey responses, tracking our product's API data (usage data), incorporating with the sales process in Salesforce (onboarding, training, stage changes and providing insight on those stages to the sales team), tracking sponsors within our client organizations, integrating with Zendesk and viewing customers' tickets, utilizing Google analytics, and more.,Integrations with current systems such as Zendesk, Google Analytics, Salesforce as well as our product's API. Incorporating data from our product's API into Gainsight's MDA has been crucial for our one-to-one success outreaches. Easily allows the sales team and engineering team to view (in a very simple interface) the stage of a customer, their requests, and their interactions with our customer success team. Gainsight has a wealth of community support and support mechanisms in their organization. I particularly believe that their community site, in which customers and employees can interact based on feature requests or bugs/issues is perfect for an organization in its Gainsight implementation phase that needs direction on certain aspects regarding attaining optimal value from purchasing Gainsight.,Some functionality is missing such as customization in surveys - this is a big one for us. We may have to use another service in order to compensate for the lack of html and css formatting/styling that Gainsight doesn't yet allow in their surveys. There should be additional administrative privileges within Gainsight so that certain people can't access whole pages of the interface such as playbooks or surveys, etc.,10,Definitely faster lead conversion and onboarding experiences. Automation of onboarding after a sale is won has been key - a customer will experience onboarding and training based on automated rules that send out our branded emails to customers immediately after a sale has closed. Giving transparency to our teams within our organization relating to customers is HUGE. Our employees are much more efficient because they know where to look for customer-related data, especially if one employee is covering the workload of another due to employee churn or vacation, etc. Communicating customer success to the executive level has never been easier and ROI is transparent when the executives can see Gainsight C360 views as well as reports generated.,,Zendesk, Skype, Evernote, JIRA Software, Atlassian Confluence, HipChat,6 to 10 peopleGainsight Impresses!Currently, we are using Gainsight solely within our success organization. It's been great at providing us a holistic view of the customer as well as providing our CSMs alerts when a customer is in jeopardy. We love the customization options as well as the reporting and dashboards. The ability to track how we are interacting with our customers and then watch what happens afterwards has been instrumental in proving the value of the success team.,Love the health scoring functionality. It's great at providing a holistic view of your customer's health. The rules engine and the ability to customize alerts for risk has been incredible for our CSMs. We can enter data to trigger an alert when a customer's usage drops off, and they are more likely to churn. The analytics and dashboarding are great. It's incredibly helpful to be able to set up a subscription to send our executives and leaders information about how their teams are performing at whatever cadence they want.,More ability to be able to set up different profiles. We currently have several teams with different needs, and it would be great to have the option of customizing the experience for each instead of one size fits all. More syncing with Outlook/calendar. Would be great for our CSMs to be able to set up an EBR in Gainsight, and then, have it sync to their Outlook calendars. Better organization for reporting, playbooks, rules. It would be great to have some sort of folder system to be able to better organize all the different areas that can get cluttered.,10,Definitely increased employee efficiency. The health score and alerts have enabled our CSMs to have better visibility into at risk customers and prioritize their time accordingly. Better Customer service. The CSM has everything they need to know about a customer at hand before calling, so they are better prepared for calls/appts.,Totango and Natero,More than 100 peopleA great foundation for your Customer Success departmentOur Customer Success Team uses Gainsight to keep track of their to dos, essentially. The greatest value in that respect is that Gainsight is able to automatically generate to dos based on any data that's available in Salesforce, or that can be pulled into Gainsight in another way (for example, through their Google Analytics connector, or through a direct upload). Additionally, the customer health is not just visible to our Customer Success Managers based on these individual to dos that they have in their "Cockpit", but via a customer health scorecard that gives an overview to management. Additional functionality, like automated emails to customers and surveys, round out the feature set.,Gainsight does a great job at getting you access to the data that you care about. As long as it's in Salesforce, or you're willing to implement a data uploading process using one of Gainsight's data integrations, then the sky is really the limit as far as which data should have what impact in Gainsight. Gainsight's online community provides exceptional access to the product team, who pay close attention to the posts and conversations there, and give thoughtful and earnest replies. Gainsight understands the importance of implementation, given that they live and breathe customer success all day every day. They are dedicated to solving any problems that you encounter, and make sure that you have a positive and productive experience.,The interface needs improvement -- it has a clunky feel -- but they're in the midst of a redesign. Gainsight does one major release a month, and I haven't yet seen an example of bug fixes being pushed outside of this schedule, which can be irritating in those few situations where there is a bug standing in your way. However, they do a great job of reaching out once that bug *is* fixed. Our CSMs could use more comprehensive "how to use Gainsight" content. Since we didn't purchase access to a dedicated Customer Success Manager at Gainsight, there's no one to 'invent the wheel' for how our team should be using Gainsight. We're doing a reasonably good job on our own, but more support is always welcome.,10,Management awareness, oversight, and confidence in customer health. Continues to prompt important internal discussions about how we want our CSMs to be interacting with, and prioritizing, their customers. CSM awareness of customer health 'red flags' that they wouldn't have otherwise noticed.,Totango,11 to 25 peopleGainsight - A Must If You Care About Customer SuccessWe use Gainsight to monitor the customer's use of the application and measure their health score in relation to our app. We also use it to drive communication to customers. It is currently being used by the Customer Success team. Gainsight gives us the visibility we need as a company to know how customers are doing. I love the NPS Survey feature and how that helps identify advocates.,Visibility to health of customers Communication with customers Feedback on product,Reporting,9,Ability to reduce churn Ability to help identify advocates,Totango,Marketo, Salesforce Communities, Salesforce.com,1 to 5 peopleEarly implementation already seeing valueWe're still in the implementation process of Gainsight, so our use case is still a little more narrow than we'd like it to be. We're currently using Gainsight to send monthly NPS surveys to our customers, depending on their renewal date, a maximum of twice a year. We're also using the CTAs to manage our customers through their lifecycle, especially at the beginning of their relationship with us and through the renewal. The CTAs are also drawing attention to risk, especially around the passive cancelation of renewal. We're currently working on implementing our usage data and associated CTAs, and what I've seen so far has been very impressive.,Being able to manage our customers renewals and be alerted of our customer's renewals has been really fantastic. NPS surveys, built on lists that we choose how we segment, has been really helpful. As a manager, I get great visibility into the turn-around of core job functions of my individual contributors.,It's really hard to implement if you don't have clean, accessible data already. Even when you do have your data, learning how to configure your own rules in a reliable way is difficult. The UI leaves something to be desired, but I saw a preview of their 5.0 UI today and think that'll improve quite a bit in the near future. Licensing is a pain because it requires an SFDC admin to set it up, and no one on my team is an SFDC admin - we're left waiting for the help of Sales Ops.,8,More clarity into the behaviors of my individual CSMs in terms of how they turn-around on our CTAs. Real insight into the usage of our customers, giving us the ability to respond in a really positive way. MUCH, MUCH better renewal process management and compliance for the entire team.,Totango, Preact and Bluenose Analytics,Zendesk, JIRA Software, Atlassian Confluence,6 to 10 peopleGainsight needs some improvement for the Enterprise space but has a lot of potentialGainsight is being used by the customer success high level accounts across two service offerings. Currently supporting 100+ users with <2000 accounts. Goal was for a one stop shop for CuSM to access usage data and scale to automate CTAs and analytics findings.,User interface. Dashboard visulaizations. Basic report building.,Be able to do reporting across multiple tables/objects. Usage visualization view to see over time. Today this can only be seen when data is copied over to the Native SFDC stack and only visible in the usage graph which is not available in relationships. Segmented view based on user credentials.,8,Increased training ramp up for new CuSMs. Increased efficiency as end users now do not have to look at multiple data sources and merge them together themselves. CTAs have allowed for monitoring of customers without human intervention. Negative: Additional reporting outside of Gainsight needed as Gainsight is not able to provide reporting across multiple objects. We had originally expected to do a lot of executive level reporting to be made available in the tool. Positive: More people are beginning to think about what kind of analytics is possible now that the data is merged. Negative: Without a admin level access and knowledge of the rules engine, end users cannot test their own theories or build their own custom reports.,Scout and Tableau Online,Tableau Online, Platfora, Hadoop,More than 100 people,,8,Yes,9,Yes,Scott Drost! He has been instrumental in our success.Gainsight: No better choice!Gainsight is used by customer success team across three product lines, various geographies. It helps CSMs by being mostly a one-stop-shop for the most critical info they need.,Love that it is force.com; easy to grab info from Salesforce and other force.com apps. Easy to create reports for dashboards with no report building experience necessary. Easy for users to learn and use with minimal training. Gainsight is THE leader in the industry.,We have had a bit of difficulty with data feeds, some self-inflicted, some due to the way data has to be structured to be used for reporting.,10,Improved efficiency for CSMs; ability for them to manage more accounts easier with less looking for info in a variety of systems. Ability for CSM Mgmt to run meetings with CSMs (individ and group) using Gainsight Dashboards.,,Planview Enterprise, Projectplace,6 to 10 peopleKeep a Pulse on your Customers!Gainsight being used by our customer success department. It has been helpful in staying up to date with accounts and issues. I like how CTAs and emails can be automated so it saves a lot of time.,User-friendly: Not very difficult to learn and use. Accurate overview of customer accounts across our customer success department. I like the dashboard and NPS views and reports.,CTAs - there is a lot of room for error because CSMs often forget to checkmark the CTAs once they're finished. Slow loading time.,8,Better customer service Easier to have overview of customer accounts A lot of tedious/manual work, especially with clicking CTAs.,Close.io,6 to 10 peopleGainsight InsightAll 16 of my CSM's use it on a daily basis to monitor the overall customer health score for or 23,000 customers. It helps us scale across our three tiers of customers.... High Touch, Low Touch, Tech Touch.,Thought leaders in the field of Customer Success Excellent product, with frequent releases, flexibility, and stability. Very customer focused Executive Staff,Our overall time to value was longer than anticipated, largely due to the various data sources we had to get to import into Gainsight. Further flexibility in surveying our customers, for additional attributes beyond NPS Would be cool to have a canned Net Revenue Retention report that could be added into an Executive dashboard,9,Better holistic view of customer Early warning triggers of churn are more evident Sponsor tracking,Service Source and Amity,Salesforce.com, Get Satisfaction, Brainshark,11 to 25 peopleGainsight is positioned to be an excellent cornerstone of growing company's Customer Success strategy.We currently implementing and using the product within the customer success organization. It is our intention to allow the sales organization to access certain aspects of Gainsight as well, however we are not ready for that yet. We are currently using the product to better align our activities with the information already contained in Salesforce, and we need a common repository for the tasks common to our roles so that we can easily track and report on progress. Additionally, we are using the product to track and automatically act on usage data of our SaaS products. This is key to our strategy so that we can scale to a larger number of customers and still ensure we are focusing on the right customers at the right time.,They are providing a fairly comprehensive and technical analysis tool, which is still accessible through Salesforce. The system is highly configurable and lends itself well to the differences in our workflow vs. the workflow of others. The system's rules engine is complex and allows for a very fine grained way of looking at, and acting upon, usage data.,Customer support response time is slow. We'd like to see a more responsive team that is more aligned and engaged with specific customers' needs. Documentation is good, but it deviates from the actual product. We understand that it is difficult to keep these things aligned (Because the product changes quickly) but it is important to keep the documentation viable. There are disparities in the UI between different modules of the system, and it is often slow to switch contexts between the modules. We'd like to see faster performance and more focus on usability of the UI.,8,We see an increase in efficiency now that the tool is up and running. We expect this to translate to better service and it will increase probability of renewals and expansions.,,1 to 5 people,7,YesGainsight Review by CS VeteranWe are currently using Gainsight for 360 degree views of our customers. In addition to usage data we also have subjective metrics, support engagement, NPS scores, and onboarding/PS project status as factors in the overall health of each customer. Gainsight is also used heavily for customer success execution among our CSMs. Based on a variety of actions in the system, CTAs (Calls to Actions) get triggered and are assigned to the appropriate CSM. This allows each CSM to have a prioritized list of timely action items to help guide engagements with customers. Lastly, we are using Gainsight for managerial and executive level reports, dashboards, and for our code red process.,Customer Success Execution - Managing CTAs (Calls to Actions), Playbooks, and Collaborating around these activities. Absolutely no solution does this better. Integrated NPS (and Survey solution). Customer 360 View with a holistic view of the customer (usage, scorecards, status of projects, opportunities, churns, key contacts, etc.). Sponsor Tracking - when a champion or exec sponsor changes their Linkedin job title, company, or location, you automatically get a trigger. Great Customer Success processes, they practice what they preach. They are thought leaders in this space.,Improved workflow in the 360 View (ability to edit fields). Ability to save filters in reports & dashboards (coming in the future). Faster UI (limited by Force platform).,10,Increased transparency with other departments (single source of truth with data and notes) ROI on saving accounts by engaging at the right time thanks to CTAs Increased CSM satisfaction (less stress with clear priorities in the Cockpit), improved CSM efficiency and efficacy Better qualitative data thanks to integrated surveys (especially NPS),Totango,Bluenose Analytics,natero,Preact,26 to 50 people,3Gainsight ReviewGainsight is being used across departments. It solves consistency of service and offers the ability for my team to scale.,Dashboards Scorecard Team management,UI Clunky mechanics navigating Overall ease of use,8,Streamlining processes Identifying challenged customers Illustrating the state of the business to the executive leaders,,Salesforce.com, Out'n About! For Outlook, Marketo,6 to 10 peopleAwesome internal toolGainsight is used by my entire CS department. We use it to organize information on our clients so we can all stay on top of their account. It has been very helpful, especially when using chatter to discuss matters internally.,Organizes client accounts. Quick access/view to all accounts. Chatter makes internal conversations readily accessible.,UI could be more clean. Less scrolling. More links.,9,Increased employee efficiency Helped me provide better customer service,,26 to 50 peopleGreat Product with awesome potential!Gainsight is being used primarily by the Customer Success Department, and is addressing our needs to scale and drive proactive behavior, thus helping us reduce churn and promote expansions.,Reports are insightful and easy to digest Standardization across multiple global teams thus helping align the business Net promoter score (NPS) survey mechanism which helps shed light on customers' opinions and feedback,Integration with Salesforce at the Field Level - it is not always easy to see/update Salesforce data from Gainsight Performance could be improved,10,,11 to 25 people,40,,Managing Renewals Preventing Churn 1 to Many communications,Managing Renewals,Promoting Customer Changeb Requests based on Usage CTA Promoting Co-Pilot blasts based on CTA,9,9,Yes,Their support is most exceptional, I have to say that about most cases.,Reviewing Customers Reviewing Repotrs,Managing CTAs Updating SFDC data Creating Powerlists,Yes, but I don't use it,7Gainsight is a great product and a great company!We currently use it to help manage the customer lifecycle for all of our customers. Currently we use it across the customer success organization but are looking to give others access to continue to drive value from the product for our organization. The primary business problem it addresses is scaling the customer success team as the company and the customer base grows.,Aggregate data; it's easy to ignore this point, but for a small but swiftly growing company, it is very easy to begin to clutter and customize an SFDC instance to try to meet everyone's needs and asks. Gainsight removes this temptation and allows us to pull the date from where it lives and consume it via the slick Gainsight UI. Automation; the biggest add here is automating the frequency of customer interaction so that we as an organization can ensure consistency in approach and touch regardless of any variation in individual strengths amongst our team members. Reports 2.0; we're just scratching the surface here, but this utility picks up where SFDC reports end and fills in a lot of gaps that we've struggled with in leveraging the available date into meaningful reports and dashboards.,None - with a little guidance, the tool is very straightforward to set up and administer. Furthermore, our users love it.,10,Increased efficiency More consistent customer interaction and experience Greater visibility and insight into customer health,,6 to 10 peopleUnspecified
Gainsight
364 Ratings
Score 8.4 out of 101
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Gainsight
364 Ratings
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Score 8.4 out of 101

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Greg McLaughlin profile photo
Score 10 out of 10
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The Gainsight organization has great heart and caring for their customers from their executive team down to your individual account manager and/or CSM. While you logically know this not to be true, you feel like you are Gainsight's best and only customer when you interact with any member of their team. Their product is world class and their service and support are exceptional.
Read Greg McLaughlin's full review
Kaitlin Ashley profile photo
Score 5 out of 10
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My current business purchased Gainsight before I joined, but at my last company I selected Gainsight over Totango and Bluenose because Gainsight is the most prominent in the field, native to Salesforce, and our investors recommended Gainsight.
Read Kaitlin Ashley's full review
Brittany Habel profile photo
Score 9 out of 10
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We switched to Gainsight only a month or so after I started with ServiceTitan. I was not involved in the decision-making process nor was I all that familiar with our previous software. We were using Close.io, and what I remembered most about their limitations was the lack of historical tracking. It was all stagnant.
Read Brittany Habel's full review
Domenic Armano profile photo
March 15, 2017

Does not disappoint!

Score 10 out of 10
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As part of our software evaluation, we looked at Totango and Natero. Gainsight's deep integration with salesforce, community support, and product feature set was eventually what led us to procure from Gainsight. Their team is committed to customer success and as an organization just starting out with that discipline it was important to have resources that we could learn from.
Read Domenic Armano's full review
Alexandra Gold profile photo
Score 10 out of 10
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I love that there are so many customer success related activities that can all be streamlined in one interface using Gainsight. These activities include training survey responses, tracking our product's API data (usage data), incorporating with the sales process in Salesforce, utilizing Google analytics, etc. I also love that they take feature requests into consideration often and have a highly active support community.
Other products did not have EVERYTHING that Gainsight has and Gainsight's range of customer experience was much greater than others. We also want to implement things such as Fullstory, which Gainsight doesn't currently support, but there are other products related to Fullstory that Gainsight does support and other Gainsight-similar products do not support those types of products.

Read Alexandra Gold's full review
Heather Hansen profile photo
Score 10 out of 10
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I would say Totango is probably the closest, but the Gainsight interface is much better and user friendly from my experience. I love the integration with Salesforce, and you don't get that with ever other software that's similar. Since we signed with Gainsight, we haven't considered leaving due to the fact that we couldn't ask for better service, so comparable products don't necessarily appeal to us without that level of service.
Read Heather Hansen's full review
Seth Wylie profile photo
Score 10 out of 10
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We used Totango for a while, and I was not involved in administering it, but my understanding is that we couldn't get the data to be quite right. Gainsight provides extensive additional functionality, not just on identifying customer health, but on enabling our Customer Success team to *act* on that information.
Read Seth Wylie's full review
Diana Doan profile photo
Score 8 out of 10
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Scout did not have the ability to incorporate training and tasks required to complete CTAs. It was a clunky interface. Tableau provided the views into the data but no tracking of the CTAs or tracking of end user activities. However some visualizations of the data was easier to create. Gainsight was selected as it was able to track end users' activities and provide tracking of historical data. It can also provide executive level reporting.
Read Diana Doan's full review
Brian Wilson profile photo
February 25, 2016

Gainsight Insight

Score 9 out of 10
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Excellent pre-sales experience with a very patient and thought leadership approach. True partner in every sense of the word.
Read Brian Wilson's full review
Joshua Santos profile photo
Score 10 out of 10
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  • Totango,Bluenose Analytics,natero,Preact
No other solution even comes close on the customer success execution part (CTAs, Playbook, single source of truth). Integrated NPS/Surveys is another unique feature. The UI may not be as good as some of the standalone solutions, but full integration in SFDC without requiring an additional sign in more than makes up for that. Gainsight is not cheap, but you get what you pay for.
Read Joshua Santos's full review
Elizabeth Choiniere profile photo
May 13, 2016

Gainsight Review

Score 8 out of 10
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I liked Totango, the UI was more user friendly but, it didn't integrate with Salesforce as tightly. The sales people and SE were more capable of answering my questions at Totango. In the end, the ability to manage the reporting piece was the key factor that made me select Gainsight. The POC process with Gainsight was more accommodating.
Read Elizabeth Choiniere's full review

Feature Scorecard Summary

Role-based user permissions (149)
7.9
API (107)
8.0
Integration with Salesforce.com (186)
9.1
Integration with Marketo (47)
7.6
Integration with Eloqua (18)
7.2
Product usage (178)
8.6
Help desk / support tickets (152)
8.2
NPS surveys (154)
9.3
Sponsor tracking (147)
7.7
Customer profiles (177)
9.2
Automated workflow (191)
8.3
Internal collaboration (178)
8.2
Customer health scoring (191)
9.3
Customer segmentation (163)
9.0
Customer health trends (180)
9.1
Engagement analytics (159)
8.7
Revenue forecasting (100)
8.6
Dashboards (193)
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