Skip to main content
TrustRadius
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…

Read more
Recent Reviews
Read all reviews

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

View all pros & cons
Return to navigation

Pricing

View all pricing

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
Return to navigation

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
Return to navigation

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%
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(447)

Attribute Ratings

Reviews

(176-200 of 222)
Companies can't remove reviews or game the system. Here's why
May 13, 2016

Early implementation already seeing value

Andrew Hall | TrustRadius Reviewer
Andrew Hall
Manager, Customer Success
Yesware (Internet, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
You don't need Gainsight until you've already progressed to a certain level of a CS organization - we were prospected to by them (and others) when we were too early to be ready for them, so delaying was definitely the right thing. The more accessible your data is, especially usage data, the sooner you're going to see substantial value.
May 13, 2016

Gainsight needs some improvement for the Enterprise space but has a lot of potential

DD
Diana Doan
Business Integration Manager
Cisco (Computer Networking, 10,001+ employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight is great for single offer companies and where product is built with customer analytics in mind. It is not great for on premise products (not a Gainsight problem) where usage data is minimal. It is not scalable for multi offers due to the current rules required to process data for a single offer, this may be handled better through the new rule chaining feature.
May 13, 2016

Gainisight Review After 2 Months of Use

Verified User
Employee in Customer Service
Utilities Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
If you have a very small team it may not be worth the investment - they are building more functionality to go deeper but the main benefits are the automation of processes for complex processes or multiple customers and multiple CSMs. I would not recommend it if you only have 3-5 users.
May 12, 2016

Customer Success as a Tool

Verified User
Account Manager in Customer Service
Marketing and Advertising Company, 51-200 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
This has been great for our well established customer base. May be too expensive for early stage companies with few customers. I can only imagine that as the customer base grows, your amount of time saved also grows. Great for customer centric businesses looking for a solution.
May 12, 2016

How Gainsight Helped Me Ramp!

Verified User
Consultant in Customer Service
Computer Software Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Playbooks have changed the way I interact and keep up with my customers. It's so easy to follow steps in the playbooks I've created - it also ensures that I don't miss a step when it comes to onboarding, renewing or holding QBRs.
May 12, 2016

Gainsight is key to being a successful CSA/M

Nikhil Gour | TrustRadius Reviewer
Nikhil Gour
Customer Success Advocate
Lifesize Inc. (Telecommunications, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
In a customer success setting, Gainsight is highly efficient in helping CSA/Ms keep up with hundreds of customers. Being layered on top of Salesforce is key as well because there is a lot of automation with data gathering and it makes it easy to figure out your point of contact within a customer's organization or figuring out what you need to get accomplished that day.
May 12, 2016

Gainsight Impresses!

Heather Hansen | TrustRadius Reviewer
Heather Hansen
Senior Project Manager, Success and Technology
CareerBuilder (Internet, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Our business is very complex with lots of products, and even in that scenario, Gainsight has proved to be a great tool to help our CSMs organize their day, have a holistic view of their customers, and track their interactions. I'm not sure there's a situation where I wouldn't recommend it. On top of that, the support team and our CSM truly treat us like their only customer.
May 12, 2016

So far, so good!

Verified User
Manager in Marketing
Computer Software Company, 5001-10,000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
In speaking with colleagues, Gainsight seems to succeed most in customer success groups, though we're finding great benefit in using it for adoption marketing too. I think their target market is expanding rapidly and I'm seeing more functional groups come together.
April 18, 2016

A great foundation for your Customer Success department

Seth Wylie | TrustRadius Reviewer
Seth Wylie
Director of Customer Success Operations
InsightSquared (Computer Software, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
In short, we're buyin' what they're sellin'. Gainsight will work exceptionally well for you if you're working to develop customer success processes and tracking. It may be more difficult to use if you've already established those things fairly extensively internally, and need to twist and turn them to get them to fit into Gainsight's infrastructure.
February 22, 2016

Gainsight Review

Verified User
Vice-President in Customer Service
Computer Software Company, 501-1000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I appreciate how customer focused the management team is, and what they are trying to do to build best practices and bring the community of Customer Success leaders together. I think Gainsight is good for customer workflow management.
Return to navigation