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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

(76-100 of 223)
Companies can't remove reviews or game the system. Here's why
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.
October 17, 2018

Gainsight is Great!

Joshua Tobiansky | TrustRadius Reviewer
Joshua Tobiansky
Sr. Manager of Customer Success
HOSTING (Internet, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight gives you the big picture of your customers. You can track pretty much anything about them as well as include all of your applications and how the customer is being affected by them or using them.

In the hosting industry, Gainsight can track customer outages and monitors (with custom integration).
September 04, 2018

Gainsight is by far the BEST CSM solution out there!

Mark Peterson | TrustRadius Reviewer
Mark Peterson
Manager of Customer Operations
Demandforce (Computer Software, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight is extremely user friendly and is constantly updating to add more and more value. When it comes to any subscription-based models, putting your faith in an industry leader that is pushing the boundaries of what we thought was impossible or extremely hard makes Gainsight an easy decision. It is extremely important to put a large investment into ensuring your customers stay with you and succeed using your tool/platform, because this ensures that you are maximizing your revenue and reducing churn.
September 04, 2018

Gainsight is a powerful tool to dive in to the details on a customer and get a high-level view of your customer base

Verified User
Account Manager in Customer Service
Computer Software Company, 501-1000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It's well suited for SaaS environments and harder for on-premise solutions, which is how we use it at the company I work for. It's great for notes and history keeping. It's also good for sharing of scorecards/overviews with others outside of the CSM team, but not always easy to do so.
September 04, 2018

A great tool with amazing people

Jen Molitor | TrustRadius Reviewer
Jen Molitor
Customer Success Manager
SPS Commerce (Information Technology and Services, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight is an awesome tool for organizations looking to help prioritize engagements with customers based on their behavioral trend. If you are looking to drive a consistent customer experience and give your team the power of knowledge into the customer, it's a very powerful and user friendly tool. For our tiers that are more of a 1:many approach, Gainsight is less helpful as it is more of a transactional relationship.
September 03, 2018

Gainsight is Amazing!

Verified User
Analyst in Customer Service
Computer Software Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight works really well for us in assisting to manage our self-service portfolio, where there isn't a specific CSM assigned to an account. It helps in managing communications to these accounts as well as monitoring and bubbling up potential pockets of risk.

Additionally Gainsight is very helpful in our managed portfolio in helping to automate some administrative tasks, while still allowing reporting on the cadence of customer engagements and updates.
August 31, 2018

A New Users Point of View

Verified User
Administrator in Professional Services
Health, Wellness and Fitness Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The main reason I would recommend it is because of the support they provided. No matter the question, simple configuration to advanced - they have someone that will assist you through the whole process. They are amazing!
August 23, 2018

Gainsight is Great!

Verified User
Administrator in Information Technology
Hospital & Health Care Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I think Gainsight is a great tool to enable companies to truly see a holistic view of the customer. It can easily be customized to your needs and have so much functionality that can help with your overall business processes.
August 22, 2018

Gainsight - A great way to see ALL of your clients

Verified User
Account Manager in Customer Service
Hospitality Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Well suited for a large, international organization, allows for total team collaboration. Since our organization spans different time zones, having one place to update accounts makes it easy to determine the health of each customer

Would not recommend for a smaller, centralized organization where the entire company can collaborate physically in the same office. It would be useful, but the cost may not outweigh the benefits.
August 22, 2018

Gainsight gives great snapshots and overviews, but suffers in detailed reporting

Nanette Hartley | TrustRadius Reviewer
Nanette Hartley
Reporting Analyst, Staff
Blackbaud (Computer Software, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight is great for viewing data in simplified forms. It allows very good snapshots of data. However, the reporting and visualization of that is not as robust as it should be. We end up needing to export data to Excel and Tableau to do a full and robust analysis that we would like to be able to give anyone that has access to Gainsight.
August 22, 2018

Gainsight enables CS teams to become more efficient!

Josh Daniels | TrustRadius Reviewer
Josh Daniels
Customer Success Operations Analyst
Affinio (Computer Software, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight is a fantastic software for any SaaS company that uses Salesforce. Our team is likely one of the smaller ones that Gainsight works with but we have been able to do so much with the tool despite having a small team (5-7 people). It has really enabled our CSM's to be much more efficient with their day-to-day duties.
August 22, 2018

Early days

Verified User
Manager in Customer Service
Wireless Company, 51-200 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Once set up it is well suited to reporting and planning of CSM activities. We did not have an assigned implementation team, despite recommendations - this was a mistake- it contributed to delays in full implementation and disenchantment with the solution.
August 22, 2018

Setting my sights on a long future with Gainsight!

Katie Baker | TrustRadius Reviewer
Katie Baker
Customer Success Operations Manager
Workiva (Computer Software, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Great for managing customer communication (emails, phone calls, trainings) and just general 'need to know' notes between internal teams, particularly for those companies with lots of CSM transitions. We just made a pretty major reorganization and having this information in Gainsight helped us tremendously!

The only scenario where I would hesitate to recommend Gainsight is if a company had a very unique/complicated customer or CSM structure. Gainsight is really designed for the bulk of information to live on the account level and our company has a lot of data/different CSMs on a relationship level. It is doable, but makes simple tasks that much more difficult to configure.
August 21, 2018

Gainsight review - 300+ Client Success Manager group

Kevin Heraly | TrustRadius Reviewer
Kevin Heraly
Manager II - Client Success
Angie's List (Internet, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
GS is great for portfolio management, proactive engagement and communication, structuring approaches of sales teams/reps to best practices, and even management and visibility for critical data points (except for the reporting limitations previously mentioned).

GS can be difficult to implement with organizations that have a high average number of accounts per person, as the Cockpit can become unwieldy if CTAs fire for most/all of them monthly. To that end, I'd probably hesitate to recommend GS to organization with large average book sizes. A lot of this can be addressed in implementation, but then you do have to make difficult decisions on what is going to give, in terms of how you'll trim the CTA load per rep.
June 07, 2018

Gainsight is truly helpful

Verified User
Manager in Information Technology
Computer Software Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Great for showing the entire organization how the customer sees us. One of the few tools focused on an outside-in view as opposed to most of our tools which show an inside-out view. However, there is a learning curve to learning the backend that could have better online training.
April 12, 2018

Get fired up about Gainsight.

Jason Metzler | TrustRadius Reviewer
Jason Metzler
Customer Success Operations Lead
RiskIQ (Computer Software, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Gainsight is a very powerful tool and in the right hands can transform a CS Org and its company. Just like any powerful tool, it can be daunting to know where to go next. Gainsight have recognized this, and are helping their customers with the new elements framework, which we are very excited about.
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