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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)
    7.9
    79%
  • Customer health scoring (210)
    7.0
    70%
  • 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

7.2
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 Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Security

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

(446)

Attribute Ratings

Reviews

(126-150 of 222)
Companies can't remove reviews or game the system. Here's why
Beth Power, MBA, CSM, SA | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Gainsight is well suited to seeing a quick and comprehensive snapshot of customer accounts and drill easily into details that normally live in many different areas of SFDC - or even different tools altogether. Gainsight also excels at helping CSMs manage recurring touchpoints, and react appropriately to risks discovered within accounts - whether discovered through conversation or by a trigger in Gainsight.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
It is well suited to help automate a lot of tasks (and still getting better!). Sometimes we struggle with accessing account data. Any data stored on a custom Gainsight object can only be accessed through reports with no alternative of accessing the object directly.
August 11, 2017

The Power of Gainsight

Ian Cummings | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Currently at SPS Commerce we use Gainsight within the Customer Success department. Gainsight provides the CSM department with many benefits. We have proactive insights into each of our customers accounts, for example when there are new enablement projects starting/finishing we are notified by Call To Actions (CTAs). A CTA can help our department to stay in front of any issues/changes the customer is facing.

Another major feature is the ability to pull reports from that data flow between our customers and their trading partners. Our CSM team can use these insights and reports to provide powerful business impacting views into what is working for our customers and what areas can be improved.

The final main feature of Gainsight is the ability to keep a log of all the interactions that happen between our customers and the CSM department, by updating the timeline we are able to understand what has happened with the customer as accounts change between CSMs.
Andy Roy | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
As a SaaS company with subscription-based customer relationships, and especially if you're already tracking them in Salesforce, Gainsight is an ideal tool to manage a proactive strategy of customer success. Intelligent and flexible automation of tasks, clear tracking of objectives and customer health, strong tools for data management and reporting...all these make this one of the most rewarding platforms I've used for anything. Their support team is a pleasure to work with to boot.
Matt Forrest | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Gainsight is great for managing a large customer base and being able to focus on specific customer problems. The value is tied to the data that you put in and the level of effort you and your team put in to creating impactful and relevant rules and CTAs as this will power everything in your instance.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I have been working with customer analytic tools for a while, and I would say that if you are looking at something like Totango or Intercom or similar, give GainSight a peak. Every tool will have its strengths and weaknesses, but I love GainSight. They have a great team and a great path to the future.
Vinny Poliseno | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
If your organization is really looking to get a good pulse read on if your clients are actually using your product this a great tool to have. However, you need to really know what data points you need to understand if your client is seeing value. This took a bit of time and over the last year we've started to learn and tweak those data points.
July 25, 2017

Love GainSight!

Rohit Kapoor | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
It is very well suited for customer management, where you want to track information from multiple sources into one page (C360) for making a quick and complete decision about your customer. It is not a BI tool and at times, when you get involved using Gainsight, you start thinking if it can replace your BI tool or become one for your organisation.
Greg McLaughlin | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Any company that has valued customers and seeks to foster trusted consultative relationships should embrace the concept of customer success and use Gainsight as a platform for driving intelligent customer support, engagement and consultation. Whether you are a small company with thousands of customers or a large company with millions of customers, the need is the same. Identify the risk, capitalize on the opportunities, prioritize the sales and support resources and make each customer feel like you understand their needs and that you are focused on their success. Gainsight helps companies accomplish these objectives.
Michelle Janco | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Gainsight is great for organizations ready to arm their CS team with a targeted tool that provides relevant data for the role. It's especially suited for those new to Customer Success who may not know actions to take or how to drive positive results with their customers. It allows for scale and structure where there wasn't before.
Marissa Gates | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I really do believe that Gainsight is a customer success tool and every group in an organization should be committed to customer success. That's why Gainsight is relevant to multiple groups across the organization. I think positioning Gainsight as an efficiency tool is key. While salesforce is obviously an awesome CRM, Gainsight is a value add in providing relevant information all in one place.
March 24, 2017

You Get What You Give

Score 6 out of 10
Vetted Review
Verified User
Incentivized
  • Well suited if you have a fairly mature CS org and strong change management.
  • Not well suited if you are still figuring things out in terms of basic CS process.
  • Well suited for customers who are willing to spend enough on services for a sound implementation.
  • Not well suited for customers who want to onboard themselves using nothing but online resources.
Sierra Pesek | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Incentivized
We're really only heavily using the C360 and cockpit features at this time. Data behind health scoring has been a challenge for us. Dashboard widgets often face the same data issues so are minimally useful. We do rely on it heavily for customer engagement metrics.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Despite the the negatives I called out [below] Gainsight gets the job done once you have it configured. The workflow and data visualization parts of the product work well. If you are at the stage where you're using predictive analytics to predict churn and upsells, you'll need to tack on another tool.
Score 9 out of 10
Vetted Review
Verified User
Incentivized

Well Suited:

1. "Customers Tab" - most used by our CSMs. It's an interactive list of all their account, which is very helpful.

2. Rules Engine - allows to record data to create trends

3. Rules Engine - can be used for risks and alerts

Less appropriate:

1. It can't accommodate lifecycle or retention teams yet. They need to be able to set up Salesforce opportunities

Myles Van Leuven | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Gainsight is a good solution for a CSM team looking for a tech touch solution for their clients. That is one of the things I hope to be able to achieve in the near future. It also looks good for a CSM team that wants to implement playbooks, but that feature appears highly contingent on getting data fed into Gainsight - which we are still working on.

Kaitlin Ashley | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Gainsight is well suited for a Saas company with well-defined business processes, thoughtful Salesforce account structure, and an existing way to link usage data to Salesforce (i.e. a specific field that lives in both places). Gainsight is not well suited for transactional business models or businesses that tend to lose clients after a few months.
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