Gainsight Reviews

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370 Ratings
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Score 8.5 out of 101

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Reviews (1-15 of 15)

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Score 9 out of 10
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7
I think that there are some power users on my team, myself included, however the adoption has not been great overall. My team typically likes to build things ourselves so I would guess that we would ultimately like to build a solution in house. Gainsight is expensive and a bit cumbersome from the administrative side, from what I hear.

I personally think it brings a ton of value to me as a CSM however I'm not sure what the viability is from a leadership perspective.
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Score 10 out of 10
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10
Gainsight offers a level of support that I've not experience before. They will work with you to come up with a solution to a problem - or help match you with another client that has a similar setup as you to get their feedback. Also the functionality that we have built within the software works for us. It's 'easy' to use (once you get the hang of it) and our users rather enjoy working in the software.
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Vinny Poliseno profile photo
Score 9 out of 10
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9
Great tool and we've spent a lot of time getting it up and running. Unless something else comes a long that does a similar function for less money we will consider jumping cause we are always looking to save budget where we can. Till then I think we are satisfied with Gainsight at the moment.
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Beth Power, MBA, CSM, SA profile photo
Score 9 out of 10
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9
There's no product or usage reason I gave this a 9 instead of a 10 - but I don't personally control the budget. :) Our original plan was to purchase small, prove the value, and then expand use and visibility to other parts of the organization, and that is still on track.
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Mike Stocker profile photo
Score 10 out of 10
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9
Gainsight drives a ton of value, but the weakness in management analytics/reporting on activities is frustrating. (Update 1/2/14 Gainsight is working on adding more analytics/reporting functionality around actions/activities. Their Data Science work for us continues to deliver dividends)
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Feature Scorecard Summary

Role-based user permissions (150)
7.9
API (108)
8.0
Integration with Salesforce.com (187)
9.1
Integration with Marketo (47)
7.6
Integration with Eloqua (18)
7.2
Product usage (180)
8.6
Help desk / support tickets (152)
8.2
NPS surveys (155)
9.3
Sponsor tracking (147)
7.6
Customer profiles (178)
9.2
Automated workflow (192)
8.3
Internal collaboration (179)
8.2
Customer health scoring (192)
9.3
Customer segmentation (164)
9.0
Customer health trends (181)
9.1
Engagement analytics (160)
8.7
Revenue forecasting (100)
8.6
Dashboards (194)
8.7

About Gainsight

Gainsight says they enable business transformation through their passionate community, proven expertise, and cutting edge technology. In addition to the largest customer success community, the vendor says they also have a diverse, 333+ customer base spanning across Fortune 1000 companies such as HP, Cisco and Adobe and growth businesses like Box and Shopify.

Via their community and customers, Gainsight says they have developed deep expertise around customer success best practices which are embedded into the product. Additionally, the vendor says 50% of their company headcount is dedicated to R&D, and that their platform can serve business needs across various customer segments. The vendor’s value proposition is that their product innovations are consistently first to market and built to scale from day one.

Gainsight says their customers see an average of 4% higher retention and 20% faster growth than their peers.

Gainsight Features

Customer Data Extraction / Integration Features
Has featureProduct usage
Has featureHelp desk / support tickets
Has featureOnline customer community
Has featureBilling
Has featureMarketing emails
Customer Success Management Features
Has featureNPS surveys
Has featureSponsor tracking
Has featureCustomer profiles
Has featureAutomated workflow
Has featureInternal collaboration
Has featureCustomer health scoring
Has featureCustomer segmentation
CSM Reporting & Analytics Features
Has featureCustomer health trends
Has featureEngagement analytics
Has featureRevenue forecasting
Has featureDashboards
Has featureCustomer lifetime value
Has featureChurn rate
Security Features
Has featureRole-based user permissions
Platform & Infrastructure Features
Has featureAPI
Has featureIntegration with Salesforce.com
Has featureIntegration with Marketo
Has featureIntegration with Eloqua
Additional Features
Has featureCustomer360
Has feature4D Analytics
Has featureCustomer Lifecycle Cockpit
Has featureIn-product best practices library of resources
Has feature60 second video message to Customers

Gainsight Screenshots

Gainsight Integrations

Gainsight Competitors

Totango, Amity, Service Source

Pricing

Does not have featureFree Trial Available?No
Does not have featureFree or Freemium Version Available?No
Has featurePremium Consulting/Integration Services Available?Yes
Entry-level set up fee?Required

Gainsight Customer Size Distribution

Consumers
0%
Small Businesses (1-50 employees)
10%
Mid-Size Companies (51-500 employees)
60%
Enterprises (> 500 employees)
30%

Gainsight Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS, Android