Gainsight Reviews

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Score 8.7 out of 100

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Reviews (1-25 of 210)

Sarah Yeargin | TrustRadius Reviewer
January 07, 2020

Team Gainsight!!

Score 10 out of 10
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Likelihood to Recommend

I would definitely say that Gainsight is a great ADDITION to something like Salesforce, but not enough to replace it. Gainsight does not hold all of the information but it does an amazing job of organizing it and keeping you on track with your goals. Now that I have been using it for so long, I would panic if I ever tried to do my job without it.
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Markus Melton | TrustRadius Reviewer
Score 8 out of 10
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Likelihood to Recommend

I think the difference in value you will get out of Gainsight is mostly dependant on the size of your organization, your desire to scale, and willingness to keep things updated. If you're a large org that is willing to devote time to configuration, this is for you. If you're a small team, I don't think the operational benefits compensate for the amount of time you'd need to devote.
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Meredith Giersch | TrustRadius Reviewer
Score 9 out of 10
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Likelihood to Recommend

Gainsight is currently the most robust platform in the CSM industry, however, I've seen 90% of my peers do a poor job of implementing / customizing it. So make sure you have a strong team to focus / clarify how you want CSMs / managers to do their job first... then a team to implement the tool and do proper enablement. Without that, you'll likely fail round one.
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Andrei Ion | TrustRadius Reviewer
January 14, 2020

Just honest.

Score 10 out of 10
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Likelihood to Recommend

Gainsight is perfect for keeping track and for being able to see the big picture in your business, where you started, where you are every month, and where you are heading.
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Mike Hilverda | TrustRadius Reviewer
Score 8 out of 10
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Likelihood to Recommend

I think the difference in value you will get out of Gainsight is largely dependant on the size of your organization, your desire to scale, and willingness to keep things updated. If you're a large org that is willing to devote time to configuration, this is for you. If you're a small team, I just don't think the operational benefits compensate for the amount of time you'd need to devote.
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Ibrahim Ijaz | TrustRadius Reviewer
Score 9 out of 10
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Likelihood to Recommend

Gainsight for a customer success organization is essential. It gives account managers or CSM's a one-stop-shop view of all their customers, and with the dashboards that can be configured, they can have an easy outlook as to why a merchant's overall health score may have dropped or improved. Some scenarios where it is less appropriate, however, would be Sales or Risk, etc, just due to the limitations of the product and how catered to it is for customers and updates/historical information on them.
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Sacha Laskow | TrustRadius Reviewer
Score 9 out of 10
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Likelihood to Recommend

Due to the flexibility Gainsight could likely be adapted to a multitude of scenarios and functions within a customer success organization. The key to getting the most out of it is ensuring your organization has their data in order (this is not a small task), and the business goals are clearly defined and supported.
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Lindsey Schell | TrustRadius Reviewer
Score 8 out of 10
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Likelihood to Recommend

Gainsight does a great job of consolidating relevant account information and automating tasks associated with Customer Success. Their staff is also very helpful in recommending the best practices they've observed across their own customers.
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Anonymous | TrustRadius Reviewer
Score 8 out of 10
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Likelihood to Recommend

It is well suited to adoption/customer success focused endeavors where there is quantifiable data, which will make charting/graphing/etc. much easier. It becomes less intuitive and useful to use in cases where there isn't a lot of quantifiable data but rather subjective type data. For example, gauging a customer's success/adoption by survey questions will make Gainsight less useful than having measurable data.
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Anonymous | TrustRadius Reviewer
Score 10 out of 10
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Likelihood to Recommend

Best suited for users looking to organize a lot of different information about a lot of different customers. Less appropriate for a sales team from a day to day basis, but extremely useful for a customer success team.

As a CSM, you are constantly context switching between customers and it can become hard to keep track of your most recent interactions/where each customer stands in regards to product usage. Gainsight solves this problem. Both departments (sales & customer success) can benefit from the reporting suites and alerts in Gainsight.
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Anonymous | TrustRadius Reviewer
Score 9 out of 10
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Likelihood to Recommend

We have gained a lot of insights into the clients we have enabling us to plan more effective ways to help and support them. When we pull up a client's file we have a color coded health score that helps us understand the basic adoption. This also helps to prioritize the struggling clients to help them achieve greater success.
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Anonymous | TrustRadius Reviewer
Score 9 out of 10
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Likelihood to Recommend

Great tool for CSMs and account managers who are managing individual accounts. It’s also great for 1: many teams with the CTAs and automated emails. We still send most data back to Salesforce and share the customer information through Salesforce instead of Gainsight.
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Anonymous | TrustRadius Reviewer
Score 8 out of 10
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Likelihood to Recommend

Keeping track of current client programs with notes, CTAs and Success plans has been a very positive add for my team and they have used the tool with great success. The scenario where Gainsight is a bit of a struggle is for surveys. We consistently survey our clients but very much need a quick tool to report survey results in graph form, which we cannot get from Gainsight at this time.
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Anonymous | TrustRadius Reviewer
Score 9 out of 10
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Likelihood to Recommend

Great for CSMs managing larger subsets of customers as well as smaller subsets. Helpful for CS management to configure in a way where key metrics and data are provided that can be reported to the business in a productive way.
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Anonymous | TrustRadius Reviewer
Score 9 out of 10
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Likelihood to Recommend

Gainsight is well suited when a CSM is managing multiple accounts (higher than 10) and each requires a certain degree of personalized follow up. With its automation (rules engines) you can also build into the system automated responses and triggers for your customer and/or CSMs relevant to a particular situation. Reporting for management is also a key feature that Gainsight is well tooled for.
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Anonymous | TrustRadius Reviewer
October 22, 2019

Good CS Platform

Score 9 out of 10
Vetted Review
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Likelihood to Recommend

If you have enough customers and ARR, you can't live in spreadsheets any more. Gainsight is useful to pull data in from different tools and bubble up actionable insights to your team. If you want to use it effectively, you should have a dedicated resource to manage Gainsight and make sure you can make changes to its data structure and reports as quickly as your business needs to change.
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Anonymous | TrustRadius Reviewer
Score 9 out of 10
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Likelihood to Recommend

I love gainsight because it makes my job easier. I have already recommended it to my colleagues and peers because I have found such success from it. It is really good to use for proactive outreach such as for quarterly business reviews and health checks. It is not as helpful to break down your onboarding customers because it groups all of those types of CTAs together.
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Anonymous | TrustRadius Reviewer
August 16, 2019

Timeline Lifeline

Score 9 out of 10
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Likelihood to Recommend

Well suited for onboarding, pro-active CTAs, timeline tracking. Less appropriate for technical case logging, multiple billing entities/divisions/products.
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Anonymous | TrustRadius Reviewer
August 14, 2019

Gainsight is Gold

Score 9 out of 10
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Likelihood to Recommend

If you are looking to help better scale a CS team, implementing Gainsight enables you to roll out processes that help ensure all CSMs are following the same plays. We purchased Gainsight when we were at ~10 CSMs, which was a big enough group to see the immediate impact the features had on our team. It's a one-stop-shop for them to work from to help create better efficiencies.
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Anonymous | TrustRadius Reviewer
Score 9 out of 10
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Likelihood to Recommend

Well suited:
- There is a dedicated CSM team with a 1:1 assignment of accounts.
- More mature CS organization with defined processes for your CSM team.

Less appropriate:
- There is a services fulfillment team that does not have access to Salesforce—the lack of direct integrations with other tools makes it hard to communicate with other teams.
- Less mature CS organization with no real processes defined.
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John Johnson | TrustRadius Reviewer
Score 9 out of 10
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Likelihood to Recommend

Gainsight works extremely well for a SFDC shop that is looking to make for a more impactful and efficient customer success organization.

I am unsure how well Gainsight would work in non-traditional CS capacities (TAM roles).

Make sure that you have IT staff that have allocated time for maintenance and administration as this can take up a large amount of time to get full value on all functionality.
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Feature Scorecard Summary

Role-based user permissions (155)
8.3
API (112)
8.4
Integration with Salesforce.com (192)
8.7
Integration with Marketo (48)
7.6
Integration with Eloqua (19)
7.3
Product usage (185)
8.7
Help desk / support tickets (157)
8.4
NPS surveys (159)
8.8
Sponsor tracking (151)
8.1
Customer profiles (184)
9.0
Automated workflow (198)
8.4
Internal collaboration (185)
8.4
Customer health scoring (198)
9.2
Customer segmentation (169)
8.8
Customer health trends (186)
9.0
Engagement analytics (165)
8.9
Revenue forecasting (105)
8.8
Dashboards (200)
8.8

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