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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 (205)
    7.9
    79%
  • Automated workflow (209)
    7.8
    78%
  • Customer health scoring (211)
    6.9
    69%
  • Dashboards (213)
    6.7
    67%

Reviewer Pros & Cons

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Verified User
Administrator in Other
Financial Services Company, 1001-5000 employees
Verified User
Manager in Sales
Computer & Network Security Company, 10,001+ employees
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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
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

(201-223 of 223)
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December 08, 2015

Changing the way Customer Success operates

Verified User
Manager in Customer Service
Computer Software Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Gainsight does a great job helping with implementation, but a lot of how fast you can implement is dependent on your own systems. Before committing to a timeline, I recommend looking deeply into Google Analytics and MixPanel to make sure you're set up to be able to quickly connect to Gainsight. It is also extremely important to have your Salesforce administrator on board with the project and available during Success Express and initial implementation calls.
November 12, 2015

Great Product with awesome potential!

Yossi Truzman, PMP, PRINCE2 | TrustRadius Reviewer
Yossi Truzman, PMP, PRINCE2
Customer Success Manager
Clarizen (Computer Software, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Gainsight is a very strategic tool for helping Customer Success to scale, especially in the velocity, 1-to-many, low touch market segment. It seems to be less useful for high touch, 1-to-1, enterprise market segment. Having said that, it could just be the way we implemented it to date.
October 06, 2015

Gainsight Administrator Still working through implementation!

Verified User
Administrator in Sales
Financial Services Company, 51-200 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I think Gainsight is a great tool for any company that has high touch interactions with their customers on a regular and ongoing basis. Having said that, I think any company could find value in the system, especially with the automation tools they are constantly working on improving, such as copilot. My only big complaint has been the implementation process.
October 05, 2015

Gainsight is a great product and a great company!

Sean Wiggins | TrustRadius Reviewer
Sean Wiggins
Customer Success Manager
SteelBrick (Computer Software, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
If you have a customer success team, and you use SFDC, then you should be running your customer success practice out of Gainsight. It's a game changer for our organization, particularly in how it helps us scale yet maintain quality interaction and value delivery for our customers. Even an established customer success practice would benefit from adopting this tool.
October 02, 2015

Gainsight does allow you to gain insight into your customers - appropriate name!

Gabriel Hobbs | TrustRadius Reviewer
Gabriel Hobbs
Director of Business Operations
Projectplace (Information Technology and Services, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Companies with established customer success management (CSM) processes will get a faster ROI when using Gainsight as you can take a lot of these processes and implement them in the tool. For companies with more immature processes, implementing Gainsight forces you to think through these processes and then implement them. I can see this tool being of great value if an organisation does not want to develop their own programmes / customize Salesforce to do the same. This is an out-of-the box offering which you can tailor to your organisational needs.
September 30, 2015

Gainsight is positioned to be an excellent cornerstone of growing company's Customer Success strategy.

Lou Jacob | TrustRadius Reviewer
Lou Jacob
VP, Customer Success
Mediafly, Inc. (Information Technology and Services, 11-50 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
We think that as an "out of the box" solution this would be a challenging implementation. It is important for a new customer to understand that there IS prerequisite knowledge of Salesforce involved, AND having a fairly technical team member involved in the implementation (whether or not there is a data integration involved) is important.
September 30, 2015

Gainsight Review by CS Veteran

Joshua Santos | TrustRadius Reviewer
Joshua Santos
Director, US Customer Success and Worldwide Support
Clarizen (Computer Software, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
You need to be a SFDC customer and be ready to make a decent investment in a customer success (CS) solution. If these two criteria are met, Gainsight is the most robust option on the market today. We have already paid our subscription fees many times over with the benefits we have received from the platform. If you do a proper implementation and ensure your customer success managers (CSMs) are leveraging it, the ROI can be dramatic.
September 29, 2015

Gainsight is Great

Jacob Darwin Jones | TrustRadius Reviewer
Jacob Darwin Jones
Customer Success Manager
Prosper Healthcare Lending (Financial Services, 51-200 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight is overall a great product. I prefer Gainsight to Salesforce.com. The only issue I have with Gainsight is when I need to track past cta's I literally have to scroll down and read all of my old cta's to recount past converstaions that I have had with my accounts.
September 24, 2015

Gainsight review from a new Administrator

Mandi Derbis | TrustRadius Reviewer
Mandi Derbis
Manager of Customer Success Ops
Gild (Computer Software, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I think it will suit any customer success organization well that is utilizing Salesforce.com. It would specifically suit an organization well who is looking to scale their customer service department and/or get additional insight into their customer base. If the integration of product usage is important, this would be one area of focus during the sales cycle to ensure the integration is tight.
June 05, 2015

Our CSM platform of choice - Gainsight

Chris Krystalowich | TrustRadius Reviewer
Chris Krystalowich
Vice President, Global Client Success
Avangate (Computer Software, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend

The most important question for any company looking to implement Gainsight revolves around the data. We had issues with our data prior to implementing Gainsight, we needed to resolve these issues prior to implementing Gainsight or the issues would have been magnified.

I highly recommend the Success Express fast track session that Gainsight offers each month for new customers. This is the best way to understand how to map your business requirements to Gainsight's features/functions.

October 10, 2014

If You Have a Customer Success Team, Gainsight is a Must

Mark Eaton | TrustRadius Reviewer
Mark Eaton
Vice President, Customer Success
LevelEleven (Information Technology and Services, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
If you run or have a Customer Success department, Gainsight is THE tool to use to become successful. I cannot imagine our organization being as successful without it. As for key questions to ask during the selection process, I would simply confirm true timing to get up and running in an effective manner.
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