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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 8.7

Platform & Infrastructure

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

7.7
Avg 8.6

Customer Data Extraction / Integration

Customer data extraction / integration

6.8
Avg 8.7

Customer Success Management

Customer Success Management

6.3
Avg 8.3

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7.1
Avg 8.2
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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

(151-175 of 222)
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March 17, 2017

Getting To Know You...

Verified User
Manager in Other
Financial Services Company, 501-1000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Well suited for consolidating client data into a single view. Well suited for organizations that use SalesForce due to deep integration. Licensing fees make it challenging to roll out across all the organization.
March 15, 2017

New Customer to Gainsight

Jenny Bolden | TrustRadius Reviewer
Jenny Bolden
Sales Analyst III
Q2ebanking (Financial Services, 501-1000 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight would be great for companies who have a small support team yet lots of clients to engage with. Gainsight provides multiple tools for one to many communications. Also, companies who are focused on renewals would benefit greatly in utilizing Gainsight's health score to aid in negotiating those renewals prior to contract end dates. I think smaller companies wouldn't see a high return on investment.
March 15, 2017

Does not disappoint!

Domenic Armano | TrustRadius Reviewer
Domenic Armano
Vice President, Customer Success
FirstFuel Software (Computer Software, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I would recommend Gainsight to a colleague who needs to manage many different customer deployments. It is well suited for aligning many CSMs around process standardization and it's a great tool for your team to track key activities within their accounts. As a leader, the flexibility of reporting and rules design is a huge plus.
March 15, 2017

Gainsight Review

Verified User
Project Manager in Sales
Financial Services Company, 51-200 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Being in the financial industry, Gainsight community does not have as many resources for us that are relatable. However, it is great for tracking our customers which is needed in any industry, not just Saas companies. It has been a great tool for us to understand the health of our customers.
March 15, 2017

Gainsight has the potential to transform an organization!

Joe Breed | TrustRadius Reviewer
Joe Breed
Director, Customer Success
Skyword Inc. (Marketing and Advertising, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainisight is perfect for a company that is already on SFDC and uses SFDC in a "standard" way. Gainsight works well for companies that don't have visibility into how their customers are using their product, get surprise cancellations and use different spreadsheets to collect customer data. Gainsight is also best for companies that have enough CSMs that they can take full advantage of the cockpit and robust rule engine. Gainsight isn't a good fit for companies that don't use SFDC or have just a few CSMs.
March 15, 2017

Customer Success Orgs. looking for a solution - Look no further than Gainsight

Verified User
Manager in Customer Service
Computer Networking Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
[For] many products that are very different in nature - Gainsight can do the job. If data isn't consistent, or the product isn't mature [enough] to have sophisticated data on a consistent basis, then it is harder to take advantage.

March 14, 2017

Review of Recently Implemented Gainsight

Verified User
Account Manager in Legal
Legal Services Company, 10,001+ employees
Score 4 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight seems to be well suited for companies who can dedicate a resource solely to the administration of Gainsight. For more resource-constrained companies, it is difficult to make progress with the tool. Additionally, in order to be successful with Gainsight, you need to have a clear vision for what to prioritize in terms of features and functionality and need significant IT resources, or funds to hire Gainsight, to do the data work necessary to see an ROI.
March 14, 2017

Implementation Takes Time

Verified User
Account Manager in Legal
Legal Services Company, 10,001+ employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
You need to be able to feed data into Gainsight in a meaningful way. This generally requires APIs or a dedicated resource to administer the tool. It's best to consider this when determining whether to purchase the tool. If you are unable to feed appropriate data to Gainsight you are likely not getting the most value out of the tool.
March 08, 2017

A growing company with a desire to learn all that GS has to offer

Brittany Habel | TrustRadius Reviewer
Brittany Habel
Customer Success Operations
ServiceTitan (Computer Software, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I would recommend only adding Gainsight after having a thorough setup and understanding Salesforce. We implemented both simultaneously which led to a lot correcting as we learned our errors down the road. This led to duplicative work and also needs to re-train the team several times as our workflows changed and evolved. Also, ensure that CS managers are directly involved in the implementation and not just leave it to an admin. This way when it comes to enforcing usage among the CSMs later down the road the managers have a more knowledgeable and vested interest in doing so. Once you have clearly defined processes, Gainsight is wonderful for tracking.
February 20, 2017

Gainsight: Making Customer Success More Manageable

Gordon Kaywin | TrustRadius Reviewer
Gordon Kaywin
Senior Customer Partner
Spredfast (Internet, 201-500 employees)
Score 8 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Gainsight is well suited for large customer success organizations where team members are responsible for managing medium to large account portfolios. Teams with smaller portfolios and companies without access to SalesForce are not likely a great fit for Gainsight. Gainsight is also a platform that needs an "internal champion" or "power-user" who can make sure teams are adopting and understanding the product, without that, adoption is likely to be low over time.
December 01, 2016

Gainsight is a great company

Verified User
Manager in Marketing
Internet Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I think that Gainsight has a great management team, in front of and behind the scenes. They have good members who help you goal set, and also help you with the back end work as well. If we ever have any issues maneuvering through the site, they are always happy to help.
July 13, 2016

A better sight at GainSight !!

Verified User
Employee in Sales
Health, Wellness and Fitness Company, 501-1000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
We are trying to maintain our customer health and find correlations between usage/support/outreach and customer retention/churn and for this part of it Gainsight does help serve the purpose. With a few tweaks it would be a notch too much for competitors, but at the moment there is a lot of space for improvement.
June 16, 2016

Invaluable Client Health Visibility for Your Entire Org

Amy Lipsius | TrustRadius Reviewer
Amy Lipsius
Community Manager, Global Client Success - Platform Services & Education
Lotame (Internet, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Our Client Success team has been relying on Gainsight for over three years (it was in place before I came on board at our company). It provides invaluable insight and visibility into client health for our CSMs and greater organization, creating actionable results. CTAs and reporting enable our CS team to be proactive and not reactive with their book of business. Gainsight has been very receptive to our product feedback. They've also sent our Gainsight CSM on site several times for review of the product, features, etc. with our greater team as well as help develop our long-term strategy with our executive team. Their annual conference, Pulse, in San Francisco each year, has been a real boost to my professional knowledge and networking. Highly recommend Gainsight.
June 14, 2016

Gainsight - gives you FULL insight into customers!

Alexandra Gold | TrustRadius Reviewer
Alexandra Gold
Professional Services Manager
ZeroFOX (Computer & Network Security, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight is well suited for organizations that have larger customer bases or rapidly growing customer bases. The product aggregates all of the data from a ton of customers at once. Gainsight is not as appropriate to implement in an organization without a dedicated Gainsight or Salesforce administrator who learns quickly and is relatively technical. Things move faster after I've learned quickly when it comes to data customization (through Gainsight's MDA and incorporating our product's API data into Gainsight).
June 08, 2016

Gainsight review from early impression

Greg Haugen | TrustRadius Reviewer
Greg Haugen
Customer Success Territory Manager
JAMF Software (Information Technology and Services, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Our company still has a large percentage of customers that have our software on-premise. It does make leveraging the Gainsight platform more difficult, but we are finding ways to overcome the challenges and will still see the value in the platform as we add more hosted customers and bring in more data that isn't necessarily usage data directly from the client.
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