TrustRadius
https://media.trustradius.com/product-logos/T3/KI/JVECOPT0CJWO.PNGA great tool with amazing peopleWe currently leverage Gainsight within our customer success management teams. We are working with other internal teams and have leveraged specific functionality to help streamline their current processes, so indirectly they are benefiting from the tool as well. Gainsight has helped the CSM teams consistently track customer engagements and helps them prioritize their accounts.,Timeline - This is the BEST feature of Gainsight! There are multiple ways to allow your reps to track their engagements, all in a searchable fashion. This has been the ticket to increasing CSM adoption of the tool. The people - Everyone I've engaged with at Gainsight has been outstanding! Everyone from sales to implementation to product to customer success has all been amazing! Scorecard - Having a clear and consistent way to manage our customers' health has been beneficial throughout all levels of the organization. Call to Actions - Setting up thresholds for when customers are at risk, and knowing why, has helped drive meaningful conversation with our customers.,The load times for many of the screens can be frustrating to end users. It's pulling real time reports so that is why the load times can be long, however CSMs get impatient quickly. The survey tool is a bit clunky, although it's improved drastically over time.,10,10,This is an area we currently aren't leveraging Gainsight for, at least not well. Visibility into customer accounts is clearly critical for execs, but we have other SFDC reporting and dashboards set up that are leveraged today. We are in the process of creating an exec specific dashboard to track top accounts but are struggling to get them distributed. There is a strong legacy of SFDC reporting which makes execs using Gainsight for reporting challenging, as they don't use it for anything else - at least today. There is definitely a value prop. to have execs use Gainsight, but we're working through rep adoption first to have a more accurate system.,11 to 25 people,Task management - allows streamlined process to track and prioritize workload Identifies at risk customers based on fact, not just 'gut' feel,,Today we simply pull information from SFDC. We also are beginning to use Tableau in the C360 to display data to our CSMs via the C360, but we aren't leveraging any other data sources.,No,NoGainsight Sets Client Success Up for Success!At Bazaarvoice, our Client Success department uses Gainsight to track client conversations, milestones, and health. It helps our Client Success Directors work at scale with automated outreach and CTAs to ensure clients receive the correct service level. Gainsight also makes transitioning clients from one CSD to another smooth and simple, as we can review past conversations and high impact moments easily.,Gainsight helps managers monitor their employees' client interactions. Gainsight enables our Client Success Directors to manage larger portfolios without letting clients slip through the cracks. Tracking client health through Gainsight allows us to identify and address risk to mitigate churn.,The currency conversions found on the Customer 360 page that pulls in from SFDC have some inaccuracies. Gainsight can't push data back to SFDC, so if you make an update in Gainsight, it will not be reflected in SFDC (with the exception of activities) The Programs and Outreaches are not as easily controllable by the end-user (CSD) as they could be.,10,10,We don't have executive dashboards set up, at this time.,It has helped us provide great service using a one-to-many model. It has improved our health tracking capabilities. It makes client transitions seamless.,Salesforce, Marketo, GoodData push data into Gainsight. These sources help us track usage data, client outreach, and service level changes.Gainsight enables CS teams to become more efficient!Gainsight is strictly used by our Customer Success team. It enables our CS team to ensure they can properly manage all of their customers on a daily basis, from health scores, CTA's, renewals, etc. Each member of our team uses Gainsight on a daily basis. The main use cases for our team are: 1) Reporting & dashboards: Each CSM has their own dashboard that contains various information on all of their customers, from health scores, customer life stages, renewal dates, MRR, etc. This allows them to have a wealth of information on hand whenever they need. 2) CTA's, playbooks: this ensures our CSM's can stay up to date on every customer, trigger playbooks & CTA's regarding the customer life cycle and ensure customers are moving towards a successful renewal. 3) Rules Engine: automated rules that trigger a variety of tasks, such as NPS surveys, health score updates/changes, usage data analysis, among other things.,Gainsight makes it very easy to set up rules to automate the CS process. Automation is key. It allows us to run rules daily without having to do anything manually. Gainsight's reporting and dashboard make it very easy for CSMs to view their customer info in one spot, in a very efficient manner. Gainsight's health score system is fantastic. It allows us to alter it whenever we feel that we need to and add as many metrics as we'd like.,An update to Gainsight's UI would be fantastic. I really like dashboards but they are very dull looking. An update to make reports more colourful would go a long way. I'd like to see continued improvement of Gainsight's advanced outreach feature (automated emails). It worries me when I set an advanced outreach to trigger and then have no idea when it will trigger - sometimes it takes 2 minutes sometimes it takes 45 minutes, this causes a nervous feeling as I just have to wait and see if it deployed properly or not.,9,9,It is very important - on a monthly or quarterly basis, I export powerpoint from Gainsight's dashboards and share this information with the leadership team.,Improve CSM efficiency. Identify customers that are at risk earlier in the customer life stage. Understand how our customers feel about our product, leveraging Gainsight's survey tools.,,We have Zoura and Zendesk connected with Gainsight and we also feed usage data on a monthly basis to Gainsight, leveraging their MDA services.Setting my sights on a long future with Gainsight!We are currently utilizing Gainsight for our Customer Success team and looking to expand into other teams with a long term goal of company wide use. It serves as our main CRM database and is quickly growing into our primary communication tool with our customers (email templates, surveys, etc.). Gainsight helps us keep communication flowing between the CSM and management, and has been an invaluable tool to keep all of our customer notes and details in one place to streamline internal transitions.,Pushing 'to do' items out to our CSM team both by rules/filtering customer criteria or by uploading hand-picked lists of customers for special projects. Their Cockpit gives our CSMs a single place to go to see all of the action items for the day, week, etc. They can be grouped by type, due date or priority which allows each of our CSMs to customize their view and work how they work and prioritize best. Dashboards are incredibly easy to build and allow management a visual insight into our customer data. Any data we can create a report on we can add to a dashboard. Global filters have been a HUGE addition, allowing us to quickly filter an entire dashboard by CSM or Team Manager with very little effort. Gainsight's Timeline feature is a key component of our Gainsight usage. It was incredibly easy to roll out to our team initially and adoption has been great. The new Global timeline was a much needed addition which now allows us to see all timeline entries in one place and filter by CSM or account very easily. Customer support is top notch! Their support platform allows us to very easily submit requests, track its status and email communication back and forth with the support team is quick and easy.,Workflow from an admin perspective leaves something to be desired. For example, creating a CTA for our CSMs so send to their customers requires access to 3 completely separate admin areas of Gainsight. 1. Journey Orchestrator to create the email template 2. Cockpit to create the playbook and 3. Rules Engine to actually create/send the CTA. This is a fairly simple task and one we do often, but the whole process seems disconnected. Reporting on admin related data could also be a big improvement. The dashboards and tools to report on our customer data is great, but finding information to help me better manage/update our ongoing templates, rules, etc. is difficult.,9,10,Currently, our executive team is primarily leveraging Gainsight through Dashboards. We do have future plans to expand on this usage, but have not implemented anything yet. Visibility is increasingly important to our executive team to ensure the happiness and continued product adoption of our customers.,So far, our primary outcome has really been improving employee efficiency. We have gone through a pretty major reorganization of our customer success team and are pushing our CSMs to support more customers than ever. Gainsight has been an essential tool to allow them to support more customers without losing the high level of support our customers have come to expect. Many of our CSMs went from supporting 40-45 customers to now supporting 60+ with minimal effort.,All of our Gainsight data current flows through Salesforce or is uploaded data from our software on customer usage, licenses, etc. We are also in the process of implementing Kimble (on the SFDC platform) for our time/services tracking so once that implementation is complete that data will be pulled in as well. It is nice to have a 'single source of truth' for most of our data so we can spend more time analyzing instead of fact checking to make sure what we are looking at is even accurate.Gainsight review - 300+ Client Success Manager groupWe use Gainsight (GS) in our Client Success department, which is primarily responsible for customer service for existing advertising accounts, along with upsells and renewals for those accounts. Gainsight gives us a much more structured approach to portfolio management, along with unique visibility into account attributes and directed activities for our CSMs. Gainsight has helped us address the following business needs: Stronger onboarding of new accountsAnnual plan of action for each account in a portfolio Targeted, action based reasons to call based on customized triggers for our accounts Gain visibility into trends we may not have seen otherwiseStructured approach to proactive communication, along with specific milestones we'd like to achieve on each call,Support. We have required a lot of customization of the product and GS has always been responsive and helpful. This is true not only for product implementation, but also with technical barriers we've needed addressed over the years The product reinforces a philosophy of putting the customer needs first, along with strengthening our own customer support. This has been very helpful in getting buy-in to our new approach, since every level of our technology mirrors the conversations leadership has with our CSMs about our focus. It is always great to see a company continue to iterate on a product, and GS does a great job of listening to it's customers to help inform the direction of certain changes to the product. Their support pages are great, and the changes nearly always address specific needs we have as an organization,Editing records within GS instead of needing to consistently 'bounce' back into SF. The biggest example of this for us is with our 'trackers' we use on Opportunities. The ability to do in-line editing, or editing SF Opportunities right within this view would be such a huge lift for adoption and ease of use. Reporting. There are certain limitations to the ways we can configure reports that don't give us the level of flexibility/visibility we're used to with standard SFDC reporting. I prefer to aesthetics and layouts of the GS reports and dashboards, but limitations force us to still rely on SFDC for a lot of things (inability to report of formula fields in a backend report for example) User interface is starting to feel a little dated. With other software experiences updating and refreshing their UI, GS is running the risk of feeling out of date (example: the new Lightning UI from SF). Would love to see elements updated to allow for a more fluid experience bouncing between Lightning and GS,10,10,Very important, but, since we have a new slate of executives, they aren't using it right now. There is just too much on their plate currently, but I know this will be a powerful tool once the dust settles more from the acquisition.,More than 100 people,Increased efficiency in identifying who to call and when Improved customer NPS. This is especially true with our newly onboarded accounts Identify upsell opportunities and have generated revenue from these proactive CTAs that help us identify opportunities based on rules we've created Along with much better, proactive portfolio management, we've seen lifts in renewal rates, ARR, and a reduction in churn. Obviously, it's difficult to pin this down to any one thing we've done, but GS is a big part.,I also use the support site frequently to catch up on features we may not be using, or are under-utilizing. The company blog, along with videos and webinars, are extremely helpful too. I love being able to read from GS company leaders their perspective on how to use certain tools and processes. I also like that those posts tend to be accompanied by relevant resources and plug-and-play downloads. I have recently joined the CS Slack channel, and have enjoyed that so far.,,Not sure. This isn't my area of responsibility or expertise.Gain more with GainsightWe use Gainsight in Customer Success as a tool to help us proactively manage our customers. We have a mix of high touch and low touch, Gainsight helps us manage the mix. Other departments within our org utilize this to quickly check the customer temperature.,Gainsight's use of CTAs with daily reminders allow us to trust we are not missing the little things with our customers. Gainsight gives you the ability to create health scores for customers that not only encompass systematic information but subjective customer temperatures as well. Giving you a true way to measure health. Gainsight works well with our internal systems, so we are not adding more steps to our day-to-day routine.,I have not run into an area with usage where I think Gainsight is missing, however I am sure there are many more use cases beyond ours.,10,10,Customer Focus is our number one initiative. Each week at our Executive meetings our Gainsight dashboards are shown, our ELT is incredibly involved and supportive in making sure our customers are taken care of. Gainsight helps us provide real time customer temps to our leadership.,We have seen an immediate impact on our success team's efficiency, our ability to automate has helped our teams focus on time with the customers.,Totango,Gainsight is integrated into our CRM Salesforce, we utilize this information to feed dashboards for our executives, for finance and for our internal leader boards.,15,1,Renewal Management Usage awareness, Up Sell/Cross Sell Identification Exec Scorecard,The reporting has been a benefit to Finance,Renewal Forecasting Customer Marketing,10,Salesforce Lightning, Atlassian Confluence, Slack,No,Price Product Features Product Usability,We were pretty thorough with our process, I can't say I would change anything in that evaluation.,Don't know,Self inflicted process gaps,10,No,We were in the middle of a Salesforce migration and had some confusion around access and settings, Support resolved our issue and got us back on track right away. This was incredibly important as we had deadlines that would impact the overall success of the migration project. Thankfully with the amazing support, we were not progress impacting.,The Timeline Entries are very smartly designed and gather intelligent data points.,N/A,10Gainsight ReviewGainsight is used across a few departments: Professional Services, Support, Success Management and Product Management. Our product [team] uses the application to conduct NPS, our Professional Services team documents and tracks the progress of onboarding and the Success Management uses it to manage the day to date activities to nurture and support the customer. Gainsight was purchased to allow us to scale with our 1-many customers' segmentation and to organize the day to day activities required to support a customer.,NPS and other surveys - the automation is fantastic. Reporting! The report is really easy to use. I can whip up a report in a minute from scratch Makes it easier to go to a central location to see all relevant information relating to a customer.,Email notification on actions or CTA could use some work. Notifying the person responsibile of the day's activities. The ability to push email notifications into the application for visibility would be ideal. Today we can push it to Salesforce but those activities are tracked differently than calls and other check-ins.,9,6,Today we do not extract anything from Gainsight to display for the executive team just yet. We will in the future.,Automating our NPS system - it was all very very manual and we often missed sending deadlines. It also increased our response rates too. Visibility into usage and the voice of the customer via NPS,Totango and Natero,Salesforce, Zendesk and two application usage dataGainsight is worthy of your attention!Gainsight is currently being used to support the Customer Success team for our ACA Management Solution. The platform is currently being evaluated for use in other areas of the organization.,Allows you to segment your customers and develop adoption plans for each. Develop scorecards specific to how you manage your business allowing you to have a pulse on the overall health of your customers. Access to dashboards to day to day use in evaluating results as well as a detailed report writer to extract data for more complicated reporting needs.,Gross and Net churn statistics are not part of any standard reporting elements The system does not provide a standard process for incorporating annual contract escalators into the Asset value so the annual spend for a client remains the same from year to year unless manually modified. We were able to create a custom workaround.,10,9,I am currently the only executive using the platform, and I am logged in and utilizing the platform as a standard part of my day. I access the information via dashboards at times, but am more often reviewing individual client profiles and reviewing custom reports and dashboards we have created to manage our business.,The ACA Management solution is a newer product for us, so it is not possible to say it has improved past retention. However, I firmly believe it has allowed us to successfully manage our retention achieving our goals over the last couple of years in an industry that has been heavily mired with negative government involvement. Increase employee efficiency Increase client satisfaction,We are not directly integrated with any solutions; however we will integrate with Salesforce once it has been installed within our business unit.Gainsight gives great snapshots and overviews, but suffers in detailed reportingWe use Gainsight in the Customer Success organization. I am the one that loads the majority of data into Gainsight from outside sources to allow our Customer Success organization to know how our clients are doing. It allows them to know if they need to take action on a client because they are not using the product, or if they have other risks.,Calls to action - create calls to action based on changes in user data. Email - emails can be automated based on rules in Gainsight to allow us to communicate based on user actions. Analysis - looking at data is easier with the report builder and dashboards. No need to export data to analyze it.,Reporting is not as robust as it is in Excel - it is difficult to provide high-quality output for users. Calculation - only certain calculations can be done with the imported data. We cannot generate the same reports we do weekly/monthly based on what is done in Excel because we cannot normalize data.,10,10,Executive dashboards are the key, but we also do export and reporting at a higher level.,We have reduced churn by 18% over last year. Employee sales leads are higher now than they were a year ago.,No data sources currently loaded. We export to Tableau and Excel for further analysis. Since all data is manually uploaded at this point, we have a person on staff dedicated to this work.A New Users Point of ViewGainsight is currently being used by 75 employees within a single Department of our Company. Its purpose is to create a single point of record for the users. Making their day to day tasks easier by only needing to visit one software/website - rather than several.,Reporting/Dashboards. At first, depending on how your Data is loaded, it can be a little overwhelming when first in the Report Builder. But once you understand where your data is coming from - ensuring you are pulling the proper fields...It's amazing and VERY simple to use! Gainsight Community. As an ADMIN of the software - I find that their Community is one of the bests around! Having the ability to post a comment and get feedback from people all over is amazing! Another perk of the community is also reading how others are using the software. Reading how some people were handling certain issues and how they resolved it with the software has helped us update some of our configurations. Support. Their actual support is also amazing! Friendly, courtesy - and they treat your problem as their problem! Their User Interface is one of the best that I've seen. Making it easy for a user to navigate to various sections of the software - it's a real treat compared to some of our former CRMs.,Have a full-time ADMIN. Gainsight is very back ending heavy during the initial setup and configuration of the software - especially if you're converting. But once you get it going - it's awesome!,10,10,While there are MANY features of the software and we are still rolling them out in stages, the most heavily used one by our Executive Team is Dashboard. Both on the Customer side and the Internal side. Being able to view customer Data the way they wish to see it - and the permission to lock it down so only certain people or groups have a view - is amazing. The internal dashboard is also handy - it shows various statistics like the use of the software, number of licenses, etc.,We're actually working on rolling some of these features out now - including automation of follow up appointments!,Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), ServiceNow and Salesforce.com,We utilize Azuor to link Gainsight to our other platforms such as Service Now and another Salesforce instance. Gainsight just makes it easy to connect into other software progrms to get data - and upload wherever.,75,1,Financial Roll Up. We needed the ability to roll up our financial data based on tier. The software allowed us to do that with ease! API Integration. We needed the ability to ensure that we could get the most up to date information from our other software titles used across the company - and while Gainsight does offer their own, we use another Software. But Gainsight makes it so easy to streamline everything! Support. For any software to be successful, they need a good Support Team that listens. And Gainsight exceeds those expectations. They listen to their users and make improvements based on feedback and input. Truly amazing!,Rules Engine. While there is a learning curve at first - once you get an understanding of it and how it works. It becomes your best friend for making large changes! It's made updating and maintaining records so much easier! Bulk Uploads/Updates. Another features that has become a stable is the ability to bulk upload data. Either new or updating existing data. It has made it easier to upload new accounts in bulk rather than manually entering them.,Outlook Integration. While there is talk about a light integration soon. If this happens - this will be a game charger for the users in tracking their emails. Email Blasts. While we do this lightly, we're looking to use this more frequently. Ensuring our customers are receiving the most up to date information about the company.,10,Azure API Management, ServiceNow,Yes,Third-party Reviews,I would say not rushing into a conversation - but rather having time to better understand features and expectations....and timeline on some of them. But would do it again.Gainsight is a great way to improve the daily lives of your CSMs!Gainsight is being used by the Customer Success team within my organization. We leverage our customer data to manage at-risk customers and grow the lifetime value of our healthy customers. Our Customer Success Managers can be proactive instead of reactive to their books of business. The reporting capabilities provide insight into our customers and we can design them specifically for our CSMs, Management and Executives.,Customer Health scoring is used to evaluate the health of our customers and drives proactive efficiencies for our CSMs Tech Touch assists in automating outreaches. Dashboards provide valuable reports to our team.,Gainsight Support needs to improve their documentation from an Admin perspective. Gainsight to SFDC linking needs to be enabled for MDA data, not just SFDC objects. Success SnapShot needs to have more fonts, formatting options for PPT.,8,9,It is very important for our Execs to look into customers in the case if the account is at risk and viewing their health/account overview.,Tech Touch automation for our smaller customers. Improved customer health scoring. Help automate our CSMs workload.,,SFDC and our data warehouse.Gainsight is a powerful tool to dive in to the details on a customer and get a high-level view of your customer baseGainsight is currently primarily being used by our Customer Success department, but other people can view some of the output via Salesforce. It helps us manage our customer relationships and updates.,I enjoy using the Timeline feature to keep track of each customer I work with to ensure their success. I like having the CTA's readily accessible in a global view for all customers so I can gauge where I am on certain open tasks. The ties into Salesforce are very useful so that others in our company can stay updated on customer health.,Shifting from Timeline to Detailed view could be better for viewing of notes and product/customer details. Reporting and Dashboards could be more visibly appealing and have more easily accessible information. I hear there was a new release this week, so some of this might be addressed. Multi-product views could be improved, and losing score card information when customers purchase multiple products is really tough to go through!,9,7,It's extremely important. We are a very customer-36focused organization. We have started sharing 360 pages with them via an Executive program and our VP shares metrics from Gainsight with them, so accuracy is important.,Visibility across products, references, etc.,Totango,Salesforce, TenroxA key part of the success of our Customer Success team (and more)!Gainsight is used to give us an easy to access 360 degrees view of all things customer related - from commercials, to support, to operations and more. It is used primarily by our customer success team but then to help facilitate projects and campaigns for other teams (who might not have direct access). Have this single view of the customer is a very powerful proposition that allows us from an exec level to an individual contributor (and customer success manager) level to understand quickly where a customer is in their journey, lifecycle and product usage.,Integration (automatic or more manual - e.g. using CSV files) with other data sets (e.g. for support and product usage). Configurable customer dashboards - showing key stats and data relevant to that customer. Industry best practice information and insights. Flexible solution that can be tailored to our specific product and team requirements. Local (geographically) support services.,More regional support and services - think beyond just the USA. Tailored professional services packages - e.g. self contained for small and large deliverables. More automated out of the box integrations.,10,7,Extremely important. Ideally through dashboards but we also export (copy) data from dashboards to present as part of our on-going management reporting (and other exec level) deck.,Increase upsell across a number of new campaigns and products. Churn deep dive analysis and reporting; and improved retention. Tracking of customer advocates. Increase productivity of CSMs. Improved ability for proactive work for CSMs.,Totango, Natero and Amity,The following external data sources are fed into Gainsight currently: Support cases Consumer CRM data Financial status Invoicing data Customer (consumer) feedback data Bespoke product data Currently no systems receive specific Gainsight data.Gainsight is Great!Gainsight is used by many groups in our company to view data on each of our customers, but its powerful functionality is used by our Customer Success team. This where there processes live and how they track each interaction with the customer. Its a great way to see a summary of the customer. I believe its a great tool to enable customer success in any organization.,Customer Support -- they are always very fast and efficient when I put in tickets. User Experience Functionality and ability to customize to your company,More admin training opportunities,10,10,Our executives use Gainsight at the widget level to view information on an account level. The account widget allows them to see everything they need to related to the account. This quick view is very helpful.,Improve NPS,We currently have data that is pushed in Gainsight through MDA tables.Gainsight - A great way to see ALL of your clientsWe use Gainsight as a way to manage our customer accounts. The entire customer success department uses the software. Gainsight allows us to track a client's progression. We are able to create a timeline of all interactions with each client. As such, we are able to easily determine the health and engagement of each one of our clients.,Timeline -- allows accounts managers to record events. You can detail date, time, who was involved, how long it lasted, and an open notes section. You can also log clients missing/skipping interactions Calls to Action (CTAs) -- can set up one-time or recurring CTAs across the entire organization. Helps to prioritize actions and work collaboratively across teams. Recording Scores -- the ability to record customer health scores. Allows for a quick summary view of health that can be expanded on in the notes/timeline,CTAs are are used rather broadly, would like a specific recurring accounts update section Would love an integration with Google calendar to automatically log my calls Requires a high degree of training to know the ins and outs. A more robust knowledge base with training videos would be awesome!,8,9,Our exec team loves Gainsight. They have quick and seamless visibility into all of our clients. The dashboards give a sniff test into overall health, and can easily be expanded upon in the account level updates. As long as each user is updating their respective accounts, there are no surprises that arise due to Gainsight's ability to make data actionable.,Increased visibility into all accounts Boosted employee engagement into overall customer health Gave a 360 degree of accounts from sales through renewalGainsight is truly helpfulThe main focus over the last year has been within the Customer Success organization but as other functions have learned about the power of the information collected, we are being asked to provide Gainsight views to more and more people.,Great for collecting information from multiple data sources Excels at being able to poll up information throughout an account hierarchy Lets all users know what is going on within an account at any given time,No native SFTP integration Might be easier some times to simply code a solution rather than use the UI Needs more integration of scorecard fact tables,10,9,Gainsight is a great tool for quickly and easily showing executives how our very complex customers are doing and what are the areas where we are doing well and where we can improve.,Gainsight is very useful in identifying expansion opportunities The Gainsight tool helps our employees spend more time helping the customer rather than gathering information Gainsight is great at showing us what a customer truly spend with us, rather than simply a feeling,TotangoGainsight - thought leader in Customer Success SoftwareWe use Gainsight to understand our customer's health score. It is also incredibly useful for reporting, and to get a 360 view on our customers. Lastly, it provides us with automated, actionable insights that we can act on.,Thought leader in the market Very active in the Customer Success Community European office and presence,Adapt to Europe (different languages, currencies, etc.),10,10,I use Gainsight dashboards for my monthly executive reporting as well as board reports.,Single view of the customer Go to the solution to understand customer health,Natero,Salesforce, Usage data via Amazon S3 bucket (automated). The integration possibilities are endless.,10,2,Understand the customer health score Build up customer history in combination with a 360 account view Operationalizing CSM tasks NPS program,have not come across this yet,Integrate more datapoints to get a richer view on the customer health Exec / board reporting,,Salesforce Lightning, Atlassian Confluence,No,Product Features Product Reputation Vendor Reputation Existing Relationship with the Vendor Positive Sales Experience with the Vendor,I would spend more time really understanding the integration process and ensure to have a technical stakeholder included in the evaluation process,Implemented in-house,Yes,Change management was a big part of the implementation and was well-handled,Bad data in 3rd party apps that we wanted to integrate Common account ID missing accross 3rd party apps which required us to do an extensive mapping excercise,9,No,Yes,When I raised a bug, the GM for Europe personally got in touch with me to reassure me how serious Gainsight are taking the issue.,Customer 360 view Reporting functionality NPS surveys,You really need to know your datapoints in order to make the most meaningful reports,9Early daysGainsight is being used purely within the CSM function. It facilitates visibility and accountability of CSM activities to the team and the C suite.,Allows automation of key processes. Helps creation of efficient workflows.,Implementation time is severely underestimated. Support is not 24/7.,7,7,Our CEO and CFO log into Gainsight daily to get a feel for the CSM activities and customer health - their focus is on renewals.,None as yet.,Get fired up about Gainsight.We are primarily using Gainsight within the CS org, but have begun to spread it across other departments. One example is with renewals management. We use a Gainsight dashboard to run a renewals meeting between execs, sales, product, and CS.,Great reporting and dashboards. Our single source of truth for customer info. Excellent thought leadership.,Administration can be complex Gainsight is dependent on your Salesforce data being accurate.,9,10,We currently use three executive dashboards. One for our VP of Customer Success that has global CS performance metrics (renewals, calls to action, risks, etc...), one for our CTO to steer our weekly renewals discussion, and another for our VP of Customer Service to present to the board of directors on a quarterly basis (last one isn't 100% complete, but on the way),Improved our detection of risks in an account, helping us to not be blindsided by churn. Consolidated all of our notes/updates/call summaries in one place for execs, new csms, anyone in the company to reference. Created a customer health scoring system based (mostly) on quantitative metrics.,NoneGain Sight on Client Data with Gainsight!We will be using Gainsight as our main CS hub. It's compatibility with our existing systems such as Salesforce is off the charts. The layout and ease of use, getting all the data in one click for all our clients make the decision to run with Gainsight a "no brainer!",Integration of Salesforce data Live and accurate client health scores Great task management per account with checklists,Theme selection, colors and backrround color selection Touch friendly App style access with all the desktop web portal functionality,10,10,It is extremely important, and before Gainsight, our data was difficult to stream through. Several different platforms, lacking in notes and data required to perfect every client interaction. Gainsight provides access to all centralized data in single page layouts with trends, graphs and analytics!,We are going to be brand new users shortly Centralized client data Health scores and NPS ratings,AmityVice President, Customer SuccessGainsight is used primarily by the Customer Success and Services organization to gather information and analytics from our customers, identifying risks and opportunities, and ultimately allow both organizations to scale.,Customer 360 View. Gainsight provides a holistic view of elements of customer health including risk, adoption, advocacy, engagement, etc. Customer Communication. Gainsight has a great communication engine allowing us to ensure customers receive the right message at the right time. Customer Lifecycle Management.,The reporting functionality is not as robust as it could be.,10,10,Extremely visible and something that's required every week.,Improved retention Advocacy identification Scalability,TotangoGainsight: Baby is crawling already at 3 monthsGainsight is being used by our customer success organization, formerly professional services, as well as executive leaders of all departments. We currently use Gainsight to consolidate all information regarding our customers and we are working in the Calls to Action so that we have more streamlined plays and timeline.,Customer 360 when properly provided with accurate data is a huge window into the account when executives hear something about the account and they can just login to see. Timeline feature is great. We are very excited to use automated CTAs so that our CSMs now can deal with what needs to be done now versus looking for what needs to be done now.,Documentation on Support is outdated. It would be good to have more best practices published in vault and community. Too many times we are having to engage our COM when we would like to be self-serve.,9,10,This is huge but it can become a negative if our users are not keeping the system up-to-date. A few times, our CEO has heard about a red customer and then has logged in and it doesn't reflect the status he has heard about around the office. This is not a product issue, but a change management issue on our side.,In the first year, we did not focus on specific ROI metrics. Sentiment by most is that it is really helping with customer information and collaboration. Second year, we are focusing on ROI around, churn improvement and advocacy increase.,TotangoGainsight is on the Pulse of our Customer Success!Gainsight is used by our Enterprise and Education team to more effectively manage and mitigate risk with our client base. We use it to analyse NPS scores, contact frequency, account value and numerous other metrics, and drive renewals with automated mass communications regarding account health, product usage, client satisfaction and more. The tool has helped us better focus on risk in our customer base by building out a scorecard that accurately captures the overall health of individual clients and entire verticals.,Gainsight excels at building an effective framework for the CSM to more efficiently interact with clients. We were able to significantly increase the number of clients per CSM with the help of the platform. Gainsight helps to produce meaningful datasets that the Administrators can use to create dashboards for the business and for individual users to plan their days at a glance. Gainsight provides an incredible automation platform to manage and move data around in the Salesforce instance, to build meaningful automated task assignment, merge and pivot complex datasets, and build out meaningful client metrics.,Gainsight's Rules Engine grows more powerful and capable over time but has become more complex and unintuitive to use. The mass communications platform has become our primary choice due to the native Salesforce functionality it offers, but survey functionality still has room to grow to allow for better forking of questions and translation of UI options, which would improve ease of use. Gainsight has much room for improvement in the area of consulting meaningfully with clients on best implementations in given industries and sectors. They could do a better job by focusing on bucketing customers and thoughtfully designing industry-specific approaches rather than providing a very basic setup and letting clients struggle to build an effective platform from there.,10,9,Visibility into client health is our priority with the platform. Gainsight makes it easy to combine disparate data sets like NPS responses, Opportunities, primary account contacts, and more into dynamic dashboards, reports and UI views that allow us to quickly resolve risks and find new sales opportunities. We could not survive without them.,We have had a flat headcount on our CSM team while nearly doubling the number of clients supported by CSMs. We have increased our upsell opportunities by efficiently identifying and automatically messaging clients that need more licenses. We have driven client retention higher by identifying risk in the client base via the integration of usage data and other client factors.Gainsight ReviewCurrently, our strategic success team uses gainsight to track Executive Business Reviews (EBRs) and success plans. We plan to expand on this throughout the year.,One source of truth Proactive reach outs Excellent survey model,Email use in all areas,9,9,Right now dashboard usage from gainsight is low. Looking to gain more traction.,Customer project identificationGainsight is the only way to go!Gainsight has been a great help to our organization. Implementation of each new customer has been so smooth. I really like how easy it is to be very clear about each task that needs to be performed for the customer lifecycle. There's tons of add-on's that also add so much value to it. I highly recommend it!,Implementation CTA Tasks LinkedIn,I don't see any features that need improvement.,10,10,Super important - it's easily digestible!,Upsell has increased quite a bit! Renewal rates have improved.,None
Unspecified
Gainsight
361 Ratings
Score 8.4 out of 101
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>

Gainsight Reviews

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Gainsight
361 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.4 out of 101

Do you work for this company?

TrustRadius Top Rated for 2019
Show Filters 
Hide Filters 
Showing 103 of 361 Gainsight ratings and reviews.
Clear all filters
Overall Rating
Reviewer's Company Size
Last Updated
By Topic
Industry
Department
Experience
Job Type
Role

Reviews (51-75 of 103)

Companies can't remove reviews or game the system. Here's why.
Jen Molitor profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source

Executive Visibility

This is an area we currently aren't leveraging Gainsight for, at least not well. Visibility into customer accounts is clearly critical for execs, but we have other SFDC reporting and dashboards set up that are leveraged today. We are in the process of creating an exec specific dashboard to track top accounts but are struggling to get them distributed. There is a strong legacy of SFDC reporting which makes execs using Gainsight for reporting challenging, as they don't use it for anything else - at least today. There is definitely a value prop. to have execs use Gainsight, but we're working through rep adoption first to have a more accurate system.
Read Jen Molitor's full review
Katie Baker profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source

Executive Visibility

Currently, our executive team is primarily leveraging Gainsight through Dashboards. We do have future plans to expand on this usage, but have not implemented anything yet. Visibility is increasingly important to our executive team to ensure the happiness and continued product adoption of our customers.
Read Katie Baker's full review
Jen Jackson profile photo
September 17, 2018

Gain more with Gainsight

Score 10 out of 10
Vetted Review
Verified User
Review Source

Executive Visibility

Customer Focus is our number one initiative. Each week at our Executive meetings our Gainsight dashboards are shown, our ELT is incredibly involved and supportive in making sure our customers are taken care of. Gainsight helps us provide real time customer temps to our leadership.
Read Jen Jackson's full review
Star Hofer profile photo
August 31, 2018

Gainsight Review

Score 9 out of 10
Vetted Review
Verified User
Review Source

Executive Visibility

Today we do not extract anything from Gainsight to display for the executive team just yet. We will in the future.
Read Star Hofer's full review
Mark James profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source

Executive Visibility

I am currently the only executive using the platform, and I am logged in and utilizing the platform as a standard part of my day. I access the information via dashboards at times, but am more often reviewing individual client profiles and reviewing custom reports and dashboards we have created to manage our business.
Read Mark James's full review
No photo available
Score 10 out of 10
Vetted Review
Verified User
Review Source

Executive Visibility

While there are MANY features of the software and we are still rolling them out in stages, the most heavily used one by our Executive Team is Dashboard. Both on the Customer side and the Internal side. Being able to view customer Data the way they wish to see it - and the permission to lock it down so only certain people or groups have a view - is amazing. The internal dashboard is also handy - it shows various statistics like the use of the software, number of licenses, etc.
Read this authenticated review
No photo available
Score 9 out of 10
Vetted Review
Verified User
Review Source

Executive Visibility

It's extremely important. We are a very customer-36focused organization. We have started sharing 360 pages with them via an Executive program and our VP shares metrics from Gainsight with them, so accuracy is important.
Read this authenticated review
No photo available
August 23, 2018

Gainsight is Great!

Score 10 out of 10
Vetted Review
Verified User
Review Source

Executive Visibility

Our executives use Gainsight at the widget level to view information on an account level. The account widget allows them to see everything they need to related to the account. This quick view is very helpful.
Read this authenticated review
No photo available
Score 8 out of 10
Vetted Review
Verified User
Review Source

Executive Visibility

Our exec team loves Gainsight. They have quick and seamless visibility into all of our clients. The dashboards give a sniff test into overall health, and can easily be expanded upon in the account level updates. As long as each user is updating their respective accounts, there are no surprises that arise due to Gainsight's ability to make data actionable.
Read this authenticated review
No photo available
Score 10 out of 10
Vetted Review
Verified User
Review Source

Executive Visibility

Gainsight is a great tool for quickly and easily showing executives how our very complex customers are doing and what are the areas where we are doing well and where we can improve.
Read this authenticated review
No photo available
August 22, 2018

Early days

Score 7 out of 10
Vetted Review
Verified User
Review Source

Executive Visibility

Our CEO and CFO log into Gainsight daily to get a feel for the CSM activities and customer health - their focus is on renewals.
Read this authenticated review
Jason Metzler profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source

Executive Visibility

We currently use three executive dashboards. One for our VP of Customer Success that has global CS performance metrics (renewals, calls to action, risks, etc...), one for our CTO to steer our weekly renewals discussion, and another for our VP of Customer Service to present to the board of directors on a quarterly basis (last one isn't 100% complete, but on the way)
Read Jason Metzler's full review
Mikael Braun profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source

Executive Visibility

It is extremely important, and before Gainsight, our data was difficult to stream through. Several different platforms, lacking in notes and data required to perfect every client interaction. Gainsight provides access to all centralized data in single page layouts with trends, graphs and analytics!
Read Mikael Braun's full review
Jason Knape profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source

Executive Visibility

This is huge but it can become a negative if our users are not keeping the system up-to-date. A few times, our CEO has heard about a red customer and then has logged in and it doesn't reflect the status he has heard about around the office. This is not a product issue, but a change management issue on our side.
Read Jason Knape's full review
Steven Doty profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source

Executive Visibility

Visibility into client health is our priority with the platform. Gainsight makes it easy to combine disparate data sets like NPS responses, Opportunities, primary account contacts, and more into dynamic dashboards, reports and UI views that allow us to quickly resolve risks and find new sales opportunities. We could not survive without them.
Read Steven Doty's full review

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