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Gainsight CS

Gainsight CS

Overview

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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Recent Reviews
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 18 features
  • Integration with Salesforce.com (204)
    7.9
    79%
  • Automated workflow (208)
    7.8
    78%
  • Customer health scoring (210)
    6.9
    69%
  • Dashboards (212)
    6.7
    67%

Reviewer Pros & Cons

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Pricing

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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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Features

Security

This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.

7.1
Avg 8.6

Platform & Infrastructure

Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.

7.7
Avg 8.5

Customer Data Extraction / Integration

Customer data extraction / integration

6.8
Avg 8.6

Customer Success Management

Customer Success Management

6.3
Avg 8.2

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7.1
Avg 8.1
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Product Details

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

Screenshot of Get notified when your sponsor moves with our social media tracker - Sponsor TrackingScreenshot of Get more face time with your customers with 60 second videos - GsnapScreenshot of Automate Calls-to-Action on customer risks, opportunities and lifecycle events, better prioritize tasks with AI-driven priority scoring and follow a step-by-step playbook to deliver a consistent, best-in-class customer experience.Screenshot of Our collection of best practice-based solutions can be deployed within your Gainsight instance to help you move quickly and realize value fasterScreenshot of Design dynamic, multi-step customer journeys that blend human and digital touchpoints to deliver personalized engagement at scale. Analyze data at every step and adjust to each customer's behavior to more effectively deliver the outcomes your customers desire.Screenshot of Organize your team’s activities around your customer's key objectives. Collaborate directly with customer stakeholders to realize their desired outcomes and demonstrate how your efforts translate to results.Screenshot of Empower your team with a single source of truth for every customer. Consolidate data from multiple sources and design tailored 360 layouts for every stakeholder to see relevant data quickly and take action.Screenshot of A central location to automatically log correspondence, capture contextual information on person-to-person interactions, and easily understand a customer’s history.

Gainsight CS Integrations

Gainsight CS Competitors

Gainsight CS Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Security
whistic readyRead Gainsight's Security Report on Whistic Security Network™

Gainsight CS Downloadables

Frequently Asked Questions

Totango, ChurnZero, and Strikedeck (discontinued) are common alternatives for Gainsight CS.

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

Consumers0%
Small Businesses (1-50 employees)10%
Mid-Size Companies (51-500 employees)60%
Enterprises (more than 500 employees)30%
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Comparisons

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Reviews and Ratings

(447)

Attribute Ratings

Reviews

(101-125 of 222)
Companies can't remove reviews or game the system. Here's why
April 10, 2018

Gain Sight on Client Data with Gainsight!

Mikael Braun | TrustRadius Reviewer
Mikael Braun
Lead Client Success Executive
TrackTik (Security and Investigations, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Gainsight will help us replace three other softwares and a ton of manual processes. Our CS department will be living in this software every minute to achieve the best results and provide the best Client Journey through every lifecycle stage.
February 22, 2018

Gainsight: Baby is crawling already at 3 months

Jason Knape | TrustRadius Reviewer
Jason Knape
Director, Customer Success
PROS (Computer Software, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight is a great place to combine all information about the customer. The real advantage comes into play when you use automated CTAs and combining with usage data. If you do not have usage data, you can still use it but you should push your organization to get this ASAP.
January 26, 2018

More power than we were ready for

Verified User
Director in Other
Computer Software Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight is well suited if you have a strong admin who can manage the instance and get it set up. It's great for teams with traditional Customer Success and Account Management functions, and where supporting data on customers is relatively complete and clean.

Gainsight is not well suited for cases where customer data is lacking or particularly dirty, or for very small teams without administrative support.
December 28, 2017

Gainsight-- Important Investment!

Verified User
Analyst in Other
Internet Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
From an internal perspective, Gainsight is very useful for training and onboarding. Accounts are transferred from one CSM to another without anything being slipped through the cracks. For example, through the Timeline activity, all records of calls, emails, updates, etc. are notated within the account demonstrating visibility/ health of the account very clearly to the new CSM.
November 03, 2017

Gainsight - Great for Operationalizing Customer Lifecycle

Verified User
Strategist in Marketing
Internet Company, 501-1000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight is well-suited for large teams that work based on a lifecycle or renewal model and have clean/accurate CRM data.

Gainsight is not well-suited for teams that have irregular check-in schedules with their customers, or do not have clean and accurate data which to built the Gainsight environment around.
October 31, 2017

Great for managing a large book of business!

Verified User
Contributor in Sales
Internet Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight is great for tracking call/interaction notes (would be great if you could edit a call to an interaction w/o having to delete).

It's helpful in preparing for business reviews or checkpoints with customers; proving out the value of our relationship & showing the progression of account health.

The Gainsight Sally Slack integration is good for execs but not many other uses
October 31, 2017

Gainsight helpful for both Services and Sales organization

Verified User
Manager in Sales
Education Management Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight is great for tracking data historically for our sales team, both as a team and by individual rep. It's very easy and intuitive to segment data by region or team and the data is very easy to export for manipulation in excel. Individually for sales people (with a company of our size) it does not make sense for the reps to be using Gainsight on a daily basis, but it's easy for them to sync with our partner success team to look at any necessary info.
October 31, 2017

Gainsight is worth its weight in gold

Verified User
Manager in Professional Services
E-Learning Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Well-suited for account management and client success teams, especially items that can be assisted with co-pilot or automated emails. Really helps to keep team members in line to provide a similar experience to each customer. We love the sponsor tracker as it helps us bring a new level to the business/client relationship.
October 31, 2017

Gainsight or Bust

Candace Wallace | TrustRadius Reviewer
Candace Wallace
Director of Professional Services
Relias Learning (Computer Software, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Well Suited Areas: client success teams, account management teams, basic customer marketing, lead generation based off of very specific behaviors/data points

Less Appropriate areas: full-on marketing/lead generation. I have found that it's a great supplement to our marketing efforts, but would not recommend someone to use it for everything is you are supporting a large customer base
October 26, 2017

Great Tool

Verified User
Account Manager in Customer Service
Information Technology and Services Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Great for managing a portfolio and day-to-day operations. Really easy to create CTAs and follow-ups to stay on top of customer communication. Not a very good email sending/tracking system.
October 26, 2017

Gainsight is on the Pulse of our Customer Success!

Steven Doty | TrustRadius Reviewer
Steven Doty
Enterprise & Education Sales Operations Analyst
Rosetta Stone (Computer Software, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight works best if your organization:
  • Uses Salesforce effectively and correctly
  • Understands what client metrics best affect renewals
  • Has built an integration to aggregate that data and push it to Salesforce or another data platform already and correlate it with Salesforce records
If you do not know any leading indicators for churn/renewal or lack access to usage data for your clients, you will not benefit as much from the risk mitigation functions in Gainsight.

If your contact records are not clean or attached to your customers correctly in Salesforce, its mass communications tools will be less effective.
October 26, 2017

Really enjoy working with Gainsight

Verified User
Strategist in Sales
Internet Company, 501-1000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I think Gainsight as a software for account management teams is fantastic. It really helps provide organization for them and a single UI to access a lot of disparate information that may be stored in other systems. In order for it to work effectively though, I think you need to have a full-time resource managing the application and buy-in from IT/engineering resources who can help pull in the relevant usage data.
October 17, 2017

Gainsight: Nothing on the market is comparable!

Verified User
Analyst in Customer Service
Human Resources Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight is well suited for companies who are looking to understand the state of their customers and to allow CSMs, managers, sales, etc., to derive quick insights and get a better understanding of their state of retention and potential churn.
October 10, 2017

Client Success has a new name and it's called Gainsight.

Colleen Fleming | TrustRadius Reviewer
Colleen Fleming
Business Analyst/Gainsight Administrator
Relias (E-Learning, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight is a client success tool. If you are a growing company or even a well established company Gainsight is a great way to get an even deeper understanding of how your clients are using your product or service and how you can guide them on an even more successful path.
October 06, 2017

Increase team efficiency and customer contact with Gainsight!

Donna Kumar | TrustRadius Reviewer
Donna Kumar
Client Success Manager
Eventbrite (Internet, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
If you're noticing a lot of churn with your customer base or if you just need to get a better handle on how you communicate with your customers (and sometimes when you communicate with them), Gainsight can help.
October 02, 2017

My Insight into Gainsight - First Impressions

Jessica Hall | TrustRadius Reviewer
Jessica Hall
Manager
Cvent (Computer Software, 1001-5000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It's great for a team that is FOCUSED on supporting the goals & overall success of a customer. It helps for those who are looking to build strategic & proactive relationships, not necessarily focused 100% on sales and also not 100% reactive support.
August 22, 2017

We're happy with Gainsight however implementation is still in progress

LP
Liubov Penyugalova
CS Ops
Wrike (Computer Software, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Well, it's best suited when a CSM/AM BoB is [comprised of] more than 50 accounts. It's not so critical when one can keep in mind all her/his accounts and use other, less specified tools for managing their customers.
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