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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

(51-75 of 222)
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January 11, 2019

Gainsight is a thought leader and has the best software in the customer success space!

Verified User
Manager in Other
Computer Software Company, 501-1000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight is great for organizations that have a customer focused environment, but need to take it to the next level. They are truly leaders in this space and can help you reach a new level of success in your organization.
January 11, 2019

Optimize your CS business with Gainsight

Verified User
Executive in Customer Service
Computer Software Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight can be leveraged as a day-to-day CSM platform to track customer health, interactions and engagement. It is less helpful for sales or other functions. It does require focused resources to get the data integration correct, so allocation of technical resources up front is critical. A technical administrator within the customer organization is optimal for maintenance.
January 11, 2019

Gainsight saves the Customer Success puzzle

Colin Burns | TrustRadius Reviewer
Colin Burns
Group Director, Client Success
Sprinklr (Internet, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
  • Not the best for an account planning scenario; tends to be best around reactive situations that you'll face with a customer.
  • Great for managing a large team with a lot of customers; handles scale very, very well.
  • Email notifications aren't ideal for on-the-spot activity, that day.
January 10, 2019

Gainsight is a solid tool for everything customer success and beyond!

Verified User
Administrator in Customer Service
Computer Software Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight is the only way to get a holistic view of your customer success efforts. Our team is held accountable for making sure all information is accurate and constantly updated. We had so much information in different systems and departments and now we can consolidate everything into one place.
December 14, 2018

Great tool for Customer Success Management - fun to use and administrate

Christian Falkenberg | TrustRadius Reviewer
Christian Falkenberg
Customer Success Operations Manager
Signavio (Information Technology and Services, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The best scenario would be to use Gainsight when Salesforce is already in place. This will help you to set up things easily, like rules for automation, data transfer or updating customer data in Salesforce through Gainsight. You want to consolidate all customer data you have? Use Gainsight! Gainsight also has a good reporting tool in place, where you also can create and share dashboards.
December 10, 2018

Gaining Momentum with Gainsight!

Bill Phillips | TrustRadius Reviewer
Bill Phillips
Vice President, Customer Success
Ceridian (Computer Software, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
For CSMs to track all types of engagements with their customers and categorize them. e.g. Timelines. Transitions: all historical information is at your finger tips, you don't need to search through emails. I can identify action items and owners easily. Less appropriate: Success plans and workflows.
December 07, 2018

Become more proactive with your Customer Success Teams

Shawn Hilditch | TrustRadius Reviewer
Shawn Hilditch
President
Hilditch Consulting Services Inc (Internet, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
  • If you're managing relationships with between 25 and thousands of customers, Gainsight offers the tools to have insight into those customers and ensure you're given them the attention they need.
  • However if your SFDC or CRM system and other data sources are poorly managed, Gainsight won't fix those issues, they need to be sorted out before starting the GS implementation.
December 07, 2018

Wide range of capabilities!

Verified User
Administrator in Sales
Computer Software Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Workflow Management - Perfect. If you want to use your data strategically then this is a big plus for you.
Health Scores - Great health scores and health score update capabilities. We personally worked with the Gainsight data science team and they did a great job at getting our predictive scores helped out.
Support - Excellent support, they are so responsive and will make sure the problem you have is solved/answered.

Con: Reports - Reporting is good, don't get that wrong. But, if you're looking for a robust Tableau-esque platform then this doesn't quite live to that mark. But that makes sense, Gainsight is sort of the jack of all trades tool in my opinion.

Reports Management - Really difficult to manage reports. Need more filters on the report management section.
December 07, 2018

Go with the obvious market leader in customer success

Verified User
Director in Product Management
Computer Software Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
When you have a lot of unstructured customer-facing motion conducted by humans a workflow engine like Gainsight makes a lot of sense and is best of breed. If you're looking for automated stack of tech touch, Gainsight plays a role but there's other tools that can fit that stack.
December 07, 2018

Gainsight - Great for automation

Verified User
Account Manager in Information Technology
Computer Software Company, 501-1000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight is great for being able to automate the onboarding experience for low/tech touch customers; creating actionable items along the way. Being able to monitor the overall health of an account to help curb churn is also nice.
December 05, 2018

Benefits and Opportunities for Improvement with Gainsight for an On-prem Multi-product Company

Verified User
Program Manager in Customer Service
Computer Software Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
If you are a mid-sized SaaS company, Gainsight is one of the greatest investments you can make. For large on-prem multi-product businesses, Gainsight also makes a difference, although complexity and scale can be a challenge (as for any other tool I suppose).
December 02, 2018

Gainsight made our lives easier and happier

John Applebaugh | TrustRadius Reviewer
John Applebaugh
Customer Engagement Manager
Jamf (Computer Software, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight is great if there are multiple data sources that aren't easily viewed in a combined way or if users do not have access to all these data sources. Gainsight provides a way to get this information into one area that is easy to view by anyone that is involved with the account. It also allows for data back to other systems like Salesforce which is important for contributors that may not be in Customer Success. Gainsight is helpful for automation as well as building scenarios with a specific goal in mind - all of which helps with scaling across segments.

In other areas, Gainsight can be harder for users to adopt if they are used to different workflows like working from support cases or direct email. It also doesn't have much machine learning that would increase the ability to automate workflows. If your product isn't true SaaS you can't make as much use of some of the areas of Gainsight that work well with usage data. Gainsight is also good for workflows that produce an output - an email, a survey, etc. - but not as good with taking inputs from customers.
November 30, 2018

First 6 months with Gainsight

Verified User
Vice-President in Customer Service
Computer Software Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight requires quite a lot of investment in the admin side and requires someone who is good with software - it needs a power user to make the most of the feature set, you certainly can't set it up and leave it if you expect to get the most out of it.

If however you have a complex data structure and want to produce bespoke and challenging business rules, then with the appropriate investment in resources you can achieve most things.
November 30, 2018

New user and happily getting acquainted with the system and its value

Jo-Anne Mann | TrustRadius Reviewer
Jo-Anne Mann
Global Head of Client Success
Serraview (Information Technology and Services, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight is well suited to organisation that have limited users and cannot afford enterprise CRM programs
Once you get into this program you may find that the number of users that require licenses increases and you need to make sure you have thought this through in the beginning.
November 30, 2018

The powerful tool that is Gainsight

Ben Michael | TrustRadius Reviewer
Ben Michael
Sr. Manager, Customer Success
Jamf (Computer Software, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Anyone looking to scale their business to a growing customer base should use Gainsight. It's a needed tool to take the jump from manual to automated, while maintaining (or possibly improving) the value you give to your customers. We have seen immense improvements in our efficiency, proactiveness, and overall customer retention with the use of Gainsight.
November 29, 2018

Keep your fingers on the pulse of your customers with Gainsight

Carlos Gonzalez | TrustRadius Reviewer
Carlos Gonzalez
Vice President Customer Success Operations
Ceridian (Human Resources, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend

Gainsight is the keystone solution for a customer-centric SaaS organization looking to proactively operationalize the engagement of a team of Customer Success Managers, Sellers, Support people, and other customer-facing resources. Insights into recurring revenue should be objectively based on objective customer data. Gainsight provides the insight along with the suggested tasks that will secure greater revenue retention.


November 27, 2018

Gainsight - Consolidated Customer Insights

Verified User
Manager in Professional Services
Computer Software Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight works really well for lifecycle-based communications that are intended to feel personalized and look like they are a one-to-one communication even when they are not. We have found Gainsight to be less appropriate when sending mass marketing communications that need A/B testing, HTML programming, heatmap click tracking, and so on.
November 27, 2018

(Almost) One Year as the Gainsight Administrator

James Whitehead | TrustRadius Reviewer
James Whitehead
Manager of Client Success Operations
CareerArc (Human Resources, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight is very powerful with closing the loop on NPS in a cohesive, unified way so every client receives the same experience. Rolling out mutually agreed upon strategy at scale gives CSMs the ability to address concerns and change client sentiment seamlessly.

Gainsight is also very powerful at unifying client experience.
November 27, 2018

My insights start with Gainsight

Jeff Saunders | TrustRadius Reviewer
Jeff Saunders
Manager of Customer Success
Vidyard (Marketing and Advertising, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight is well suited for a more mature customer success/customer experience org looking to take their strategy to the next level. The software integrates seamlessly with SFDC and if your business is tracked using their CRM adding Gainsight is a no-brainer. Gainsight helps map out your customer life cycle and really provides predictive strategies for you to stay ahead of your evolving business.
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