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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
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- 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
(1-5 of 5)Companies can't remove reviews or game the system. Here's why
November 30, 2018
The powerful tool that is Gainsight
We use Gainsight primarily in Customer Success, although this has begun to branch into opportunities in Tech Support, Field Services, and Education Services. Our primary business problems Gainsight addresses are as follows:
- Process automation
- Email automation
- Mass communications to current customers
- Deliverable organization & reporting
- Mass email automation. We have been able to better scale our business , while still engaging with customers, through the use of Gainsight.
- Process automation. I have been able to stay on top of our data and and efficiency goals via the use of Gainsight. We have also been able to add and improve some of our offerings via the capabilities of Gainsight.
- Documentation. They have improved in the volume of documentation recently, but the search-ability and usability is still lacking. I know the features are there, but it is sometimes difficult to understand how to use them.
- Product Usability. Again, like documentation, the product is immense. I just wish it was more naturally intuitive. I like to compare software to the Apple platform. They are the pinnacle of user-friendly. I think Gainsight could learn a lot about the simple, yet powerful, framework of software like Apple's.
95%
9.5
88.57142857142858%
8.9
87.5%
8.8
80%
8.0
87.5%
8.8
This is something of growing importance to us. Traditionally, this has not been something that we worried about, but our senior leaders have a growing interest. I feel that within the next year we will need to create and utilize processes to keep our executives aware of key accounts. I know that Gainsight has the tools to help us in this area.
- We have increased our on-time renewal percentage year-over-year through automated renewal outreaches and other processes. This has also increased efficiency of our renewals team.
- We started offering executive business reviews in 2017 and Gainsight has given us the tools to deliver. Early feedback from customers is immensely positive in this area.
- Our NPS survey implementation has offered us our first real, unfiltered feedback from customers. It also gave us a short list of advocates that we could leverage for our Marketing and Sales teams.
I honestly haven't done much research on other options, but I ave talked with reps from Bullhorn. I believe they are newer to Customer Success, but they had a unique offering that searched Outlook for all customers emails to your company's email server. This level of transparency would be amazing with a growing company. However, we ended up not pursuing this option due to technical limitations, cost, and no additional benefits.
We also connect Pendo and Amazon S3. These are new integrations for us, so we are still learning here. We also send Gainsight info to DOMO for some advanced dashboards (which works great)!
60
Customer Success, Operations, Sales
3
Analytical, process oriented, data focused. Logical.
- Scalability
- Creative Insights
- Proactive Outreach
- Share internal data and customer information directly with customers
- Increase scale of accounts per CSM through automation
- Advanced automated onboarding
- Sales staff awareness
- Easy access to customer information via Slack
No
- Product Features
- Product Usability
- Product Reputation
The features of Gainsight were the most important factor. It came with unlimited potential for the future.
I wouldn’t. We got the right product and are paying a fair price.
- Implemented in-house
- Poor buy-in from our organization
- Wrong person assigned to the job internally
Yes
We have advanced workflows and I am impatient. Premium gets me a level that is in line with my needs as a user.
Yes
It was. A workaround was provided and the bug was fixed within weeks.
Gainsight has a practice of alerting me when a bug MAY have impacted my account. They proactively reach out and let me know about the situation and offer to investigate for me. No pressure or work on my end. Then they report back with the impact and we take action together. This is amazing and something I greatly value.
- Cockpit
- Surveys
- Rules
- Journey Orchestrator
- Scorecards
- C360 Setup
Yes
Not great. This is something that I have been asking to see improvement on.
September 17, 2018
Gain more with Gainsight
We 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.
100%
10.0
90%
9.0
80%
8.0
100%
10.0
50%
5.0
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.
We liked Gainsight's interface more, and the integration into salesforce was more user friendly for our teams. Ultimately this is why we selected Gainsight.
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
Sales
Technical Account Management
Finance
Customer Success
Exec
Technical Account Management
Finance
Customer Success
Exec
1
Our CSM-Ops Analyst is our Gainsight Admin, we have sent to Gainsight Admin Training.
- Renewal Management
- Usage awareness, Up Sell/Cross Sell Identification
- Exec Scorecard
- The reporting has been a benefit to Finance
- Renewal Forecasting
- Customer Marketing
No
- Price
- Product Features
- Product Usability
Really we were looking for the right product to help us be Successful. Gainsight checked all the boxes for us. The focus is really on helping our teams be successful in supporting our customers.
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
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
August 31, 2018
Gainsight - thought leader in Customer Success Software
We 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.)
90%
9.0
82.85714285714286%
8.3
92.5%
9.3
90%
9.0
50%
5.0
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
Gainsight are the thought leaders in the CS space and have a strong European presence, something we were looking for.
Salesforce, Usage data via Amazon S3 bucket (automated). The integration possibilities are endless.
10
Customer Success and Marketing
2
Analytical brain
Salesforce Knowledge and understanding
Knowledge on how to administer systems and how to integrate third party apps / datapoints
- 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
No
n/a - Gainsight was our first CS tool. Truth be told, there was a consideration to use Salesforce to build reports but this is not even worth comparing when thinking about a CS tool.
- Product Features
- Product Reputation
- Vendor Reputation
- Existing Relationship with the Vendor
- Positive Sales Experience with the Vendor
The most important factor for us was Gainsight's presence in the UK, very close to our office. Having in region support is increadibly useful.
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
n/a
Yes
Initial basic training on our side
Integration with SF
Integration of data via Amazon S3 bucket
Gainsight provided an implementation resource all the way along. Great expertise, knowledge and patience displayed.
Change management was a big part of the implementation and was well-handled
Involve all affected stakeholders early and bring them on board before the implementation starts. Ensure to have a tech resource on board that knows and understands Salesforce.
- 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
No
not applicable to us as there are not many support issues relevant to our application.
Yes
Yes, it was resolved to our satisfaction. It took some time due to the fact that it needed development and be included in a future release. Very happy in the way it got handled though.
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
August 18, 2017
Early Use Gainsight Review
Currently used only by customer success organization.
Solves the problems of: hard to find data in SFDC; need for health information, both subjective and objective; need for efficient and automated workflow for customer contact; need for alerts and triggers for activities; real-time info visibility back into SFDC for the rest of the org.
Solves the problems of: hard to find data in SFDC; need for health information, both subjective and objective; need for efficient and automated workflow for customer contact; need for alerts and triggers for activities; real-time info visibility back into SFDC for the rest of the org.
- Automated workflow and activity creation, with a centralized dashboard for CSMs to manage their work, allows CSMs to spend their time on more valuable work
- Flexible health scoring based on many factors including quantifiable product use and subjective aspects like relationship status allows us to fine tune and focus our energy where it's needed most
- Ability to view rolled-up information on accounts that have multiple sub-accounts and see all relevant data within the 360 even for simple accounts, means less time searching and manually compiling data to get an overall view
- Every CTA requires a task to sync to SFDC, and sometimes the CTA and task are really the same thing (managing an escalation, for example)
- Reporting seems somewhat limited, including visualization - but could be our lack of maturity
- Logging activity from different places shows in different areas, tagged differently, and reported to SFDC differently. Means CSMs have to make a lot of decisions on where and how to log - leads to wasted time and inconsistency
65%
6.5
55.71428571428571%
5.6
37.5%
3.8
60%
6.0
20%
2.0
Our vice president uses Customer 360 daily. No other execs in the org use Gainsight at this time. We were charged with proving its worth before more licenses will be purchased.
- Increased efficiency
- Haven't used long enough to recognize more quantifiable outcomes
- Automated workflow is crucial
- Automated and flexible health score is key
- 360 view and ease of use are critical
- A tool designed for actual CSM work, not for sales
7
Customer Success and Customer Experience
1
BI/data skills; process improvement mindset; able to simplify complex ideas and implement into the platform; ability to collaborate with other teams to get data flowing;
- at-a-glance visibility to centralized customer information
- ability to track and score product usage
- workflow management for CSM team
- sharing CS information across the org via integration with SFDC
- We're not quite there yet, still focused on the basics
No
- Product Features
- Product Usability
- Product Reputation
- Vendor Reputation
Gainsight provided features that were not present in other platforms, such as automation, native integration with SFDC, and a centralized workspace for CSMs. If competitors offered some of these, they were not as easy to use.
Gainsight as a company is considered a leader in not only platform features, but also thought leadership in the Customer Success space. Having access to this level of partnership and best practice information - from process to scoring health - is very important.
Gainsight as a company is considered a leader in not only platform features, but also thought leadership in the Customer Success space. Having access to this level of partnership and best practice information - from process to scoring health - is very important.
I wouldn't change what we did, nor would I change the outcome. We spent an appropriate amount of time, energy, and analysis for our situation, and were thoughtful about not just our current needs but where we wanted to mature in the future. Gainsight met our needs, and their view on the future aligns well with our strategy overall.
- Implemented in-house
Yes
We were in a state of transformation internally when we first purchased and implemented Gainsight. To that end, we specifically implemented very basic functionality initially to provide quick wins, and items that would not limit our flexibility and allow us to shift and mature as we better defined our own customer journeys and internal processes.
My company practices Agile software delivery methods, so we simply had a backlog of items to build, then demonstrated the features every week. As we matured, we groomed our backlog of work to align with changes in our needs, so it was more 'continuous delivery' that was able to pivot with our needs rather than in structured "phases". We were thoughtful about future needs from the start though, and knew there would be some significant shifts (such as moving to MDA) to take up in the future.
My company practices Agile software delivery methods, so we simply had a backlog of items to build, then demonstrated the features every week. As we matured, we groomed our backlog of work to align with changes in our needs, so it was more 'continuous delivery' that was able to pivot with our needs rather than in structured "phases". We were thoughtful about future needs from the start though, and knew there would be some significant shifts (such as moving to MDA) to take up in the future.
Change management was minimal
Our change was not due to the Gainsight Implementation, but due to our team formation and alignment on things unrelated to the platform such as customer journey, team growth, account alignment.
- We haven't encountered any issues during implementation
Yes
Our company reported an issue that turned out to be considered a bug, I think....but we had to describe the situation several times before getting accurate feedback on what we were experiencing. We did get different answers from different people within Gainsight - it was a newer feature, so perhaps the team was not fully up-to-speed on all the nuances.
We also submitted something that looked like a bug, but was just something that was not well communicated when the feature was rolled out.
We also submitted something that looked like a bug, but was just something that was not well communicated when the feature was rolled out.
We have had many questions related to Scorecard 2.0 and Relationships. Some were answered by Support, and some were answered by our Implementation dude (who is great). Support team never hesitates to get on a call with me and our Sales Ops team to explain features, and our Implementation dude meets with us every week to help us understand use cases and best practices.
- Cockpit - the concept is simple and intuitive
- Customer 360 - this has been a lifesaver for CSMs, considering we had to look in approximately 17 places across several systems to gather basic information on each account.
- Copilot - powerlists and so forth are more complex than expected
- Scorecards - there have been great improvements, but we're using usage data and the combination of the data and the switch to Scorecard 2.0 has been a little longer than expected.
- Reporting - not that hard to use per se, but more difficult and less powerful/flexible than desired. Would love to see improvements in this area!
October 06, 2015
Gainsight Administrator Still working through implementation!
We are in process of rolling Gainsight out to anyone in the organization in leadership or a client facing role. One we've fully implemented Gainsight we will have about 50% of our employees using Gainsight. Gainsight allows us to more systematically service our client, ensuring that we have standard play books for all of the common issues we run into, as well as, allowing insight into potential problems (e.g. drops in usage) before they have a chance to be detrimental to the relationship.
- Identifying issues, such as drops in usage, before they are obvious. This allows us to address any potential risks before they have a chance to have a lasting negative effect on the relationship.
- Standardizing how we respond to common issues, and allowing new employees to ramp up more quickly. By using the playbooks we are able to standardize how we fix common problems and ensure that the best practices are used by everyone... even new employees.
- Ensuring that repeated tasks, such as quarterly business reviews (QBR), happen on time for clients based on things like their Customer Tier. We have the ability to automate the CTA's to kick off every three months for tier one clients so that we never miss another QBR.
- The implementation process has been much longer and more complicated than initially expected.
- We aren't able to customize some features as much as we need (e.g. you can't set smart sign scores for different client types)
- Would be good to be able to set CTAs based off of a scorecard, so if a score goes stale, or if a score drops a CTA is automatically kicked off. Currently there is no way to do that.
75%
7.5
75.71428571428571%
7.6
67.5%
6.8
N/A
N/A
25%
2.5
- We haven't been using Gainsight long enough to determine what the ROI will be, but based on early signs I think it will have a positive effect on the efficiency of our client services team, better customer service and our ability to catch potential risks early.
We have not used any other customer success solutions.
11 to 25 people
- Vendor implemented
- Implemented in-house
Yes
There was a "Success Express" workshop with two weeks of prep work, then the workshop, followed by an additional 6 stages to work through remotely.
Change management was a minor issue with the implementation
We're still working on rolling this out to the whole team but have been operating on a top down process starting with the department head and team leads.
- At every turn the data implementation process has been extremely painful (with the exception of the native Salesforce integration). Segment integration should have been plug and play but instead is requiring custom work on our end to make the data show up properly.
- Administration of Gainsight is not intuitive, my experience as a Salesforce admin has been little to no help in learning to navigate the Gainsight administration.
- There aren't enough training resources, I would love to have more training videos and tools to help get myself up to speed.