Social and Spot Risk before it overtakes you!
We currently use Gainsight as a method to track customer engagement and identify risks as well as account health scoring. Using Gainsight …
Starting at $2,500 Per Company Per Month
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What is Gainsight CS?
Gainsight’s customer-centric technology aims to drive the future of customer success. The company’s Customer Cloud offers a set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together are designed to enable businesses…
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Popular Features
- Integration with Salesforce.com (204)7.979%
- Automated workflow (208)7.878%
- Customer health scoring (210)6.969%
- Dashboards (212)6.767%
Reviewer Pros & Cons
Pricing
Subscription
$2,500
Cloud
Per Company Per Month
Entry-level set up fee?
- Setup fee required
For the latest information on pricing, visithttps://www.gainsight.com/pricing
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Features
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
What is Gainsight CS?
Gainsight’s customer-centric technology aims to drive the future of customer success. The company’s Customer Cloud offers a set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together are designed to enable businesses to put the customer at the center of everything they do. The vendor states that companies that use Gainsight grow net retention by up to 33 percent. Learn how leading companies like Okta, SAP Concur, and Box use Gainsight at www.gainsight.com.
Gainsight CS Features
Customer Data Extraction / Integration Features
- Supported: Product usage
- Supported: Help desk / support tickets
- Supported: Online customer community
- Supported: Billing
- Supported: Marketing emails
Customer Success Management Features
- Supported: NPS surveys
- Supported: Sponsor tracking
- Supported: Customer profiles
- Supported: Automated workflow
- Supported: Internal collaboration
- Supported: Customer health scoring
- Supported: Customer segmentation
CSM Reporting & Analytics Features
- Supported: Customer health trends
- Supported: Engagement analytics
- Supported: Revenue forecasting
- Supported: Dashboards
- Supported: Customer lifetime value
- Supported: Churn rate
Security Features
- Supported: Role-based user permissions
Platform & Infrastructure Features
- Supported: API
- Supported: Integration with Salesforce.com
- Supported: Integration with Marketo
- Supported: Integration with Eloqua
Additional Features
- Supported: 360 Customer View
- Supported: Cockpit
- Supported: Timeline
- Supported: Success Plan
- Supported: In-product best practices library of resources
Gainsight CS Screenshots
Gainsight CS Integrations
- HubSpot Marketing Hub
- Oracle CRM duplicate
- SAP CRM discontinued
- NetSuite ERP
- Zoho CRM
- Pipedrive
- Slack
- SurveyMonkey
- Twilio Segment
- Mixpanel
- Google Analytics
- Zendesk Suite
- G2 for Buyers
- Planview AdaptiveWork
- Influitive
- Learndot
- Boomi
- MindTouch
- Microsoft Dynamics 365
- CaliberMind
- Salesforce
- Infor
- Sugar CRM
- Tableau
- Outlook
- Gmail
- Azugua
- Point of Reference
- RO Innovation
- Salesforce Pardot
- HelpDocs
- Electron
Gainsight CS Competitors
Gainsight CS Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android |
| Security |
Gainsight CS Downloadables
Frequently Asked Questions
Reviewers rate Product usage highest, with a score of 8.5.
The most common users of Gainsight CS are from Mid-sized Companies (51-1,000 employees).
Gainsight CS Customer Size Distribution
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 10% |
| Mid-Size Companies (51-500 employees) | 60% |
| Enterprises (more than 500 employees) | 30% |
Comparisons
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Reviews and Ratings
(447)Attribute Ratings
Reviews
(26-50 of 114)Companies can't remove reviews or game the system. Here's why
Extremely important. One of the biggest values of GS at Flexera is the ability for our exec team to quickly review status and activity on accounts for which they are an executive sponsor.
May 10, 2019
The timeline feature is incredibly valuable!
We have executive dashboards for execs to see NPS scores/responses, risks & escalations, discoveries, and the number of calls with accounts on a weekly/quarterly basis. They also can look into the timeline of an account and see all interactions with that account over their lifecycle.
April 26, 2019
Take on the challenge, it is worth it.
Executives use dashboards, mostly, but the CS operations manager usually gets requests to pull reports when the time comes.
Executive care about data that lives in Gainsight a lot. They'd like to have visibility into how our customers are doing, different trends, forecasting as well as key KPIs such as retention rates. The dashboard capabilities in Gainsight are great and are used from time to time by executives. However, since it is very challenging to calculate many KPIs (net retention rate, gross retention rate, etc.) using Gainsight's data management tools, those are missing from our dashboards which prevents Gainsight from being the one source for all customer related data.
April 18, 2019
Great tool!
Gainsight gives executives visibility into how customers are performing, who's at risk of canceling, and where product improvements or enhancements could help the overall customer base.
April 18, 2019
Looking to increase your performance and customer relationships? Gainsight is for you!
Our Customer Success Executives use dashboards, Customer 360 and additional tools within Gainsight to have great visibility of their relationship with our customers. One of the best futures of Gainsight is that our customer executives have visibility anywhere, so even if they are a customer site they are able to see the Gainsight information and attack any problems that are pending.
February 23, 2019
Gainsight: the best in class!
This is extremely important. The executives use gainsight viewing license via Salesforce widget and dashboards to drill down the data. Find opportunities and predicts where care is needed
February 22, 2019
Great tool for account managers and client success managers
Visibility into customer accounts is extremely important for executives as it helps them project revenue, see where the product needs improvement, track potential upsells, see how the clients are segmented, and track the outreach efforts of account managers.
February 18, 2019
One of Gainsight's biggest fans!
This would depend on the executive, but typically, reports are extracted, combined with other data (call center, sales) and presented to executives in a presentation software. I would love for this to work better, but it's about executive adoption rather than the product.
February 13, 2019
Gainsight helps us know when our customers need help before our customers know they need help
Yea one of my recommendations is a templated dashboard to start with so that we could edit it to have a re-occurring dashboard sent to the exec team. I don't think they see the full value.
February 12, 2019
Gainsight: I dig it!
I don't know specifically but we have build dashboards for them.
January 11, 2019
Gainsight is a thought leader and has the best software in the customer success space!
Our executives are very customer focused and need high visibility into the health of the customer base. They leverage the executive dashboards and other reporting within Gainsight on a weekly basis.
January 11, 2019
Optimize your CS business with Gainsight
Very important. We have a weekly report that is pushed to the E-Team in order to ensure transparency in customer health and what action is being taken. The information is used to help prioritize product and engineering work as well as executive time on accounts that are at risk.
We are still building out revenue associated information in our system as our pricing model is unique. Executives have a vested interest in building out this functionality. However, our VP of Client Services loves the dashboards, especially the survey responses.
January 09, 2019
Gain productivity with Gainsight!
Visibility into customer accounts is very important. The executives in my company have various dashboards set up to track different client metrics as well as financial statistics.
We haven't done anything in this direction yet, but we wanted to introduce Sally (Slack Bot).
December 10, 2018
Gaining Momentum with Gainsight!
Extremely important. Our Execs leverage our Dashboards and drill down if needed. Every once in a while a customer will call our CRO and he will look into GS and have all info at his finger tips and doesn't need to track down people.
December 07, 2018
Become more proactive with your Customer Success Teams
We've created numerous executive dashboards as well as the Slack integration so that executives don't have to make the "fire drill" calls to get updates on customers before meetings or when they get calls. The information they need is readily available and allows them to have more deeper conversations with clients that they would have had before.
December 07, 2018
Wide range of capabilities!
It depends - I wouldn't say we really have broken the surface on executive level dashboarding. This year we did alot of high level management dashboards but that is just the beginning. As of now, I would say the visiblity is extremely important especially in a SaaS environment. Gainsight, as a true sales support tool, can do this very easily for our sales leaders. They are able to slice and dice depending on their business unit/region/territory, whatever it might be. They can track opportunity performance through reports and the integration within salesforce as well as track rep performance.
Executive leverage Gainsight for quick customer health updates. They also use it to see what the latest is on any account.
December 07, 2018
Go with the obvious market leader in customer success
Together, our leadership team - directors, VPs, C-Suite - count is 34 people. Each of them is in Gainsight or receives weekly updates out of Gainsight. Our services group conducts weekly account reviews with the front line folks. Sales receives automated triggers to direct their motion to opportune accounts. This goes into our board reporting.
December 07, 2018
Gainsight - Great for automation
With the system we have in place, this is becoming more important. We haven't started with executive dashboards yet, but, that will most likely change in the near future; especially if we move to slack and can leverage Sally.
December 05, 2018
Benefits and Opportunities for Improvement with Gainsight for an On-prem Multi-product Company
Executives are involved with direct customer visits and the main benefit they pursue with Gainsight is the ability to have a view not only of the overall business situation, but also to easily drill down to separate accounts and understand what is going on. Unfortunately, the C360 and R360 are not fully suited for this in our case, because of the complexity of the account structure. Therefore, we have leveraged the reporting and dashboard functionalities as this allows for more flexibility to help us mitigate the issue.
Nevertheless, the ability to provide executives with structured live data on all accounts is a great outcome that can be achieved with Gainsight.
Nevertheless, the ability to provide executives with structured live data on all accounts is a great outcome that can be achieved with Gainsight.
December 02, 2018
Gainsight made our lives easier and happier
We haven't fully developed Executive-level dashboard views but we are able to quickly give this visibility if needed as well as email reports as needed. There are some ideas for showing retention trends and forecasting that we'd like to explore soon.
November 30, 2018
First 6 months with Gainsight
We typically produce executive packs based off of the data from within Gainsight, not necessarily so much that executives are accessing Gainsight directly, outside of our Customer Success Group function.