TrustRadius powerful tool that is GainsightWe 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 automationEmail automationMass communications to current customersDeliverable 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.,9,9,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.,Bullhorn,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)!,60,3,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,10,Calendly,No,Product Features Product Usability Product Reputation,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,7,Yes,Yes,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,8Gain 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 - Great for automationWe are currently using Gainsight for all levels of our customer journey. Gainsight and the outreaches/advanced outreaches have allowed us to scale via automation. It also allows us to deliver that "just in time" approach to provide resources. We are also using Gainsight for renewal automation as well.,Automated outreaches - allows for being able to scale. Calls to action - allows for the use of automation to monitor data and create actionable items based on the data; scalability. Reporting- allows quick/easy access to reporting on customer health with automated, actionable items.,The backend setup of Gainsight is not that intuitive. Email formatting is difficult Would like to see rules setup in a template to choose from,9,7,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.,We have used Gainsight to increase our NPS score via automated customer engagement. This also appears to be driving growth for existing customers for our SMB line. Our NPS has more than doubled over the last 12 months.,,Salesforce. Other data will be loaded via S3. Just about all of our workflows are based on data pulled from Salesforce.,30,3,Automation Customer Health Reporting,Automating renewals for Enterprise and SMB accounts Automating renewals of critical 3rd party products that our product relies on.,Automated QBR's,9,No,Don't know,5,Online training Self-taught,6,Not that easy. Time consuming.,7,Yes,Yes,No,5,,7Gainsight - 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 Use Gainsight ReviewCurrently 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.,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,9,6,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,, Totango and ClientSuccess,7,1,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,expand visibility of Customer health and 360 data across the org via integrations with SFDC and ZenDesk automated triggers for changes in health or behavior automated onboarding and messaging for certain customers,9,, Zendesk,No,Product Features Product Usability Product Reputation Vendor Reputation,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,Change management was minimal,We haven't encountered any issues during implementation,8,Yes,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!,8Gainsight 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.,7,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.,,11 to 25 people,Vendor implemented Implemented in-house,Yes,Change management was a minor issue with the implementation,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.,2
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Score 8.5 out of 101
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Gainsight Reviews

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359 Ratings
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Score 8.5 out of 101

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Ben Michael profile photo
Score 9 out of 10
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I was not part of the implantation (I took over later). However, based on what was passed to me, the tool was not well implemented at our org. I think this had to do with complexity, wrong person assigned in our org, and org buy-in. I think it would have been very successful if we had a better assignment process internally.
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Beth Power, MBA, CSM, SA profile photo
Score 9 out of 10
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Verified User
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Do your homework before starting - the vast majority of success related to implementation depends on your knowledge of your business, your customers, and your data. The platform can do whatever you want it to be thoughtful about what you are building.
Start simple.
Validate and adjust for continuous improvement.
Think about your data needs early on.
Define and document your processes for easy onboarding of new team members.
Read Beth Power, MBA, CSM, SA's full review

Feature Scorecard Summary

Role-based user permissions (145)
API (105)
Integration with (182)
Integration with Marketo (45)
Integration with Eloqua (17)
Product usage (174)
Help desk / support tickets (148)
NPS surveys (151)
Sponsor tracking (144)
Customer profiles (174)
Automated workflow (188)
Internal collaboration (174)
Customer health scoring (187)
Customer segmentation (160)
Customer health trends (176)
Engagement analytics (156)
Revenue forecasting (98)
Dashboards (189)

About Gainsight

Gainsight says they enable business transformation through their passionate community, proven expertise, and cutting edge technology. In addition to the largest customer success community, the vendor says they also have a diverse, 333+ customer base spanning across Fortune 1000 companies such as HP, Cisco and Adobe and growth businesses like Box and Shopify.

Via their community and customers, Gainsight says they have developed deep expertise around customer success best practices which are embedded into the product. Additionally, the vendor says 50% of their company headcount is dedicated to R&D, and that their platform can serve business needs across various customer segments. The vendor’s value proposition is that their product innovations are consistently first to market and built to scale from day one.

Gainsight says their customers see an average of 4% higher retention and 20% faster growth than their peers.

Gainsight Features

Customer Data Extraction / Integration Features
Has featureProduct usage
Has featureHelp desk / support tickets
Has featureOnline customer community
Has featureBilling
Has featureMarketing emails
Customer Success Management Features
Has featureNPS surveys
Has featureSponsor tracking
Has featureCustomer profiles
Has featureAutomated workflow
Has featureInternal collaboration
Has featureCustomer health scoring
Has featureCustomer segmentation
CSM Reporting & Analytics Features
Has featureCustomer health trends
Has featureEngagement analytics
Has featureRevenue forecasting
Has featureDashboards
Has featureCustomer lifetime value
Has featureChurn rate
Security Features
Has featureRole-based user permissions
Platform & Infrastructure Features
Has featureAPI
Has featureIntegration with
Has featureIntegration with Marketo
Has featureIntegration with Eloqua
Additional Features
Has featureCustomer360
Has feature4D Analytics
Has featureCustomer Lifecycle Cockpit
Has featureIn-product best practices library of resources
Has feature60 second video message to Customers

Gainsight Screenshots

Gainsight Integrations

Gainsight Competitors

Totango, Amity, Service Source


Does not have featureFree Trial Available?No
Does not have featureFree or Freemium Version Available?No
Has featurePremium Consulting/Integration Services Available?Yes
Entry-level set up fee?Required

Gainsight Customer Size Distribution

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

Gainsight Technical Details

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