TrustRadius made my job so much easier.Gainsight is exclusively used by the global customer success team (about 15 people). We started using it this year to help us streamline our customer info, notes, and reminders into one platform. We also wanted the automation of reminders for outreach. It has helped us track our efforts and have more visibility into our accounts.,Allowing for customized 'calls to action' Providing a lot of information about clients in one shared online platform Sitting on top of Salesforce so that all of the data can be seamlessly transfered,More differentiation between 'calls to action' and timeline entries More options for fields in the subscription info Doesn't provide visibility to Salesforce users so there is a disconnect with the sales team,9,7,I think that our executives want visibility at a high level. They do not need to see the nitty-gritty work that we do on a daily basis. they are just looking at the big numbers. I have noticed that our VP does reference the dashboards in Gainsight but still heavily relies on Tableau for reporting. We are bringing in a new director, so how our executives leverage Gainsight might change.,Boost employee efficiency Become more scalable - able to grow as a team because of standardized platform Increase quality of work because of automated reminders and built in playbooks,,We connect Gainsight with our own internal data sources as well as Zendesk and intercom. It is very helpful to have everything in one place so that we can understand customer health from a holistic view. It is still necessary at times to go out to the other platforms for more information, however, Gainsight is always the place I go first.,40,5,Customer Success Manager task management Customer Success Manager account overview Manager visibility of Customer Success Managers,We have created an integration dashboard so we can see what customers are using each integration We have built out EBR dashboards so we can easily create EBR decks from Gainsight We have integrated various tools such as delighted and intercom to pull data,I hope we will be able to use the Gainsight app on the go I hope we are able to make our CTAs more relevant and timely I hope we are able to provide visibility to our sales team so they can also access our notes,7,Slack, Zendesk, Intercom,NoThe powerful tool that is GainsightWe use Gainsight primarily in Customer Success, although this has begun to branch into opportunities in Tech Support, Field Services, and Education Services. Our primary business problems Gainsight addresses are as follows: Process automationEmail automationMass communications to current customersDeliverable organization & reporting,Mass email automation. We have been able to better scale our business , while still engaging with customers, through the use of Gainsight. Process automation. I have been able to stay on top of our data and and efficiency goals via the use of Gainsight. We have also been able to add and improve some of our offerings via the capabilities of Gainsight.,Documentation. They have improved in the volume of documentation recently, but the search-ability and usability is still lacking. I know the features are there, but it is sometimes difficult to understand how to use them. Product Usability. Again, like documentation, the product is immense. I just wish it was more naturally intuitive. I like to compare software to the Apple platform. They are the pinnacle of user-friendly. I think Gainsight could learn a lot about the simple, yet powerful, framework of software like Apple's.,9,9,This is something of growing importance to us. Traditionally, this has not been something that we worried about, but our senior leaders have a growing interest. I feel that within the next year we will need to create and utilize processes to keep our executives aware of key accounts. I know that Gainsight has the tools to help us in this area.,We have increased our on-time renewal percentage year-over-year through automated renewal outreaches and other processes. This has also increased efficiency of our renewals team. We started offering executive business reviews in 2017 and Gainsight has given us the tools to deliver. Early feedback from customers is immensely positive in this area. Our NPS survey implementation has offered us our first real, unfiltered feedback from customers. It also gave us a short list of advocates that we could leverage for our Marketing and Sales teams.,Bullhorn,We also connect Pendo and Amazon S3. These are new integrations for us, so we are still learning here. We also send Gainsight info to DOMO for some advanced dashboards (which works great)!,60,3,Scalability Creative Insights Proactive Outreach,Share internal data and customer information directly with customers Increase scale of accounts per CSM through automation,Advanced automated onboarding Sales staff awareness Easy access to customer information via Slack,10,Calendly,No,Product Features Product Usability Product Reputation,I wouldn’t. We got the right product and are paying a fair price.,Implemented in-house,Poor buy-in from our organization Wrong person assigned to the job internally,7,Yes,Yes,Gainsight has a practice of alerting me when a bug MAY have impacted my account. They proactively reach out and let me know about the situation and offer to investigate for me. No pressure or work on my end. Then they report back with the impact and we take action together. This is amazing and something I greatly value.,Cockpit Surveys Rules,Journey Orchestrator Scorecards C360 Setup,Yes,8Keep your fingers on the pulse of your customers with GainsightGainsight operationalizes the customer experience consistently across the Ceridian North American customer base. Customer success resources proactively engage customers based on calls to action from Gainsight. It also captures the “pulse” of the customer to objectively reflect a customer status assessment based on a large variety of factors. This information allows Ceridian to take the right action to deeply engage customers and correct situations that need special attention. Unlike reactionary support solutions, Gainsight is used proactively to keep customers successful before they go “off track”.Gainsight is a critical component to the company technology stack that drives the activities of the award-winning Ceridian XOXO Customer Success program activities. It draws from Salesforce and many other systems to distill critical information for the users and management about the Ceridian Customer base. It also feeds other solutions with the real-time customer sentiment so they can be engaged accordingly.Without the scalable operationalization of the CX NPS will suffer. Gainsight allows team members to deliver a consistent great CX!,Gainsight provides a large team with a consistent playbook of tasks that result in a consistent operationalized customer experience. IF an organization is seeking the same high quality experience for customers from Toronto to Tempe they will appreciate the calls to action that present tasks for their team members and the dashboards that allow the team management to have insight into the programs success. Along with a phenomenal product, the Gainsight team members are great business partners for success. From the regular meetings to share best practices to the partnering to integrate their solution with others, they are great business partners. Gainsight delivers on its product road map. If you have an opportunity, watch a Karl Rumelhart product road map presentation to see the direction of Customer Success!,I'd recommend new Gainsight users keep initial configurations simple to allow focus and faster ROI. Many users, my own instance included can grow quickly to try to accomplish too much. Controlled quality growth, and product configuration scope, would be a good mantra to keep in mind.,10,10,Annual Recurring Revenue is the most important success metric for a SaaS organization. Gainsight provides insight into the customer experience from a granular account level view to a high-level overall business segment view for the C-suite. Customer Success managers are prompted with individual account level tasks while more senior managers and executives incorporate dashboards into their weekly routines to have real-time insight into the accounts delivering the ARR.,Ceridian prides itself on delivering the best customer experience through the XOXO Customer Success program and the other customer facing departments. Ceridian is regularly recognized as an industry leader for customer success program value to the organization. This program would not be possible without Gainsight. Gainsight is used to proactively identify and take action on at risk accounts and this has given us a much better chance to save the account and reduce churn. Gainsight's ability to create a health score from several objective factors has allowed Ceridian to systematically identify potential reference customers who in turn engage prospects to drive additional revenues.,,Salesforce is tightly integrated with Gainsight to the point where our CSMs can spend a bulk of their time in Gainsight views without the need to go to SalesForce to complete what would be redundant tasks. Influitive's AdvocateHub is the customer-facing portal that allows customers to review and accept or decline opportunities that are mutually beneficial to the customers and to Ceridian. Based on their actions and sentiment Gainsight triggers calls to action to engage the customer with the award-winning XOXO CX.,60,2,New customer engagement NPS Survey follow up Reacting to customer advocacy activities Regular executive busienss reviews End of year assistance,Gainsight sentiment is consistently captured and that score is passed to Influitive's AdvocateHub solution to target the right opportunities to the right customers based on their current sentiment.,9,Influitive AdvocateHub, Upland RO Innovation,No,Gainsight has reached out to engage a wide variety of Ceridian team members to assist with their unique areas of business. For example, our NPS Survey team was interested in migrating to Gainsight's survey capabilities and the Gainsight team engaged them directly and answered their questions and coached them on best practices.,9Gainsight - Great for automationWe are currently using Gainsight for all levels of our customer journey. Gainsight and the outreaches/advanced outreaches have allowed us to scale via automation. It also allows us to deliver that "just in time" approach to provide resources. We are also using Gainsight for renewal automation as well.,Automated outreaches - allows for being able to scale. Calls to action - allows for the use of automation to monitor data and create actionable items based on the data; scalability. Reporting- allows quick/easy access to reporting on customer health with automated, actionable items.,The backend setup of Gainsight is not that intuitive. Email formatting is difficult Would like to see rules setup in a template to choose from,9,7,With the system we have in place, this is becoming more important. We haven't started with executive dashboards yet, but, that will most likely change in the near future; especially if we move to slack and can leverage Sally.,We have used Gainsight to increase our NPS score via automated customer engagement. This also appears to be driving growth for existing customers for our SMB line. Our NPS has more than doubled over the last 12 months.,,Salesforce. Other data will be loaded via S3. Just about all of our workflows are based on data pulled from Salesforce.,30,3,Automation Customer Health Reporting,Automating renewals for Enterprise and SMB accounts Automating renewals of critical 3rd party products that our product relies on.,Automated QBR's,9,No,Don't know,5,Online training Self-taught,6,Not that easy. Time consuming.,7,Yes,Yes,No,5,,7Gain more with GainsightWe use Gainsight in Customer Success as a tool to help us proactively manage our customers. We have a mix of high touch and low touch, Gainsight helps us manage the mix. Other departments within our org utilize this to quickly check the customer temperature.,Gainsight's use of CTAs with daily reminders allow us to trust we are not missing the little things with our customers. Gainsight gives you the ability to create health scores for customers that not only encompass systematic information but subjective customer temperatures as well. Giving you a true way to measure health. Gainsight works well with our internal systems, so we are not adding more steps to our day-to-day routine.,I have not run into an area with usage where I think Gainsight is missing, however I am sure there are many more use cases beyond ours.,10,10,Customer Focus is our number one initiative. Each week at our Executive meetings our Gainsight dashboards are shown, our ELT is incredibly involved and supportive in making sure our customers are taken care of. Gainsight helps us provide real time customer temps to our leadership.,We have seen an immediate impact on our success team's efficiency, our ability to automate has helped our teams focus on time with the customers.,Totango,Gainsight is integrated into our CRM Salesforce, we utilize this information to feed dashboards for our executives, for finance and for our internal leader boards.,15,1,Renewal Management Usage awareness, Up Sell/Cross Sell Identification Exec Scorecard,The reporting has been a benefit to Finance,Renewal Forecasting Customer Marketing,10,Salesforce Lightning, Atlassian Confluence, Slack,No,Price Product Features Product Usability,We were pretty thorough with our process, I can't say I would change anything in that evaluation.,Don't know,Self inflicted process gaps,10,No,We were in the middle of a Salesforce migration and had some confusion around access and settings, Support resolved our issue and got us back on track right away. This was incredibly important as we had deadlines that would impact the overall success of the migration project. Thankfully with the amazing support, we were not progress impacting.,The Timeline Entries are very smartly designed and gather intelligent data points.,N/A,10A New Users Point of ViewGainsight is currently being used by 75 employees within a single Department of our Company. Its purpose is to create a single point of record for the users. Making their day to day tasks easier by only needing to visit one software/website - rather than several.,Reporting/Dashboards. At first, depending on how your Data is loaded, it can be a little overwhelming when first in the Report Builder. But once you understand where your data is coming from - ensuring you are pulling the proper fields...It's amazing and VERY simple to use! Gainsight Community. As an ADMIN of the software - I find that their Community is one of the bests around! Having the ability to post a comment and get feedback from people all over is amazing! Another perk of the community is also reading how others are using the software. Reading how some people were handling certain issues and how they resolved it with the software has helped us update some of our configurations. Support. Their actual support is also amazing! Friendly, courtesy - and they treat your problem as their problem! Their User Interface is one of the best that I've seen. Making it easy for a user to navigate to various sections of the software - it's a real treat compared to some of our former CRMs.,Have a full-time ADMIN. Gainsight is very back ending heavy during the initial setup and configuration of the software - especially if you're converting. But once you get it going - it's awesome!,10,10,While there are MANY features of the software and we are still rolling them out in stages, the most heavily used one by our Executive Team is Dashboard. Both on the Customer side and the Internal side. Being able to view customer Data the way they wish to see it - and the permission to lock it down so only certain people or groups have a view - is amazing. The internal dashboard is also handy - it shows various statistics like the use of the software, number of licenses, etc.,We're actually working on rolling some of these features out now - including automation of follow up appointments!,Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), ServiceNow and,We utilize Azuor to link Gainsight to our other platforms such as Service Now and another Salesforce instance. Gainsight just makes it easy to connect into other software progrms to get data - and upload wherever.,75,1,Financial Roll Up. We needed the ability to roll up our financial data based on tier. The software allowed us to do that with ease! API Integration. We needed the ability to ensure that we could get the most up to date information from our other software titles used across the company - and while Gainsight does offer their own, we use another Software. But Gainsight makes it so easy to streamline everything! Support. For any software to be successful, they need a good Support Team that listens. And Gainsight exceeds those expectations. They listen to their users and make improvements based on feedback and input. Truly amazing!,Rules Engine. While there is a learning curve at first - once you get an understanding of it and how it works. It becomes your best friend for making large changes! It's made updating and maintaining records so much easier! Bulk Uploads/Updates. Another features that has become a stable is the ability to bulk upload data. Either new or updating existing data. It has made it easier to upload new accounts in bulk rather than manually entering them.,Outlook Integration. While there is talk about a light integration soon. If this happens - this will be a game charger for the users in tracking their emails. Email Blasts. While we do this lightly, we're looking to use this more frequently. Ensuring our customers are receiving the most up to date information about the company.,10,Azure API Management, ServiceNow,Yes,Third-party Reviews,I would say not rushing into a conversation - but rather having time to better understand features and expectations....and timeline on some of them. But would do it again.Gainsight - thought leader in Customer Success SoftwareWe use Gainsight to understand our customer's health score. It is also incredibly useful for reporting, and to get a 360 view on our customers. Lastly, it provides us with automated, actionable insights that we can act on.,Thought leader in the market Very active in the Customer Success Community European office and presence,Adapt to Europe (different languages, currencies, etc.),10,10,I use Gainsight dashboards for my monthly executive reporting as well as board reports.,Single view of the customer Go to the solution to understand customer health,Natero,Salesforce, Usage data via Amazon S3 bucket (automated). The integration possibilities are endless.,10,2,Understand the customer health score Build up customer history in combination with a 360 account view Operationalizing CSM tasks NPS program,have not come across this yet,Integrate more datapoints to get a richer view on the customer health Exec / board reporting,,Salesforce Lightning, Atlassian Confluence,No,Product Features Product Reputation Vendor Reputation Existing Relationship with the Vendor Positive Sales Experience with the Vendor,I would spend more time really understanding the integration process and ensure to have a technical stakeholder included in the evaluation process,Implemented in-house,Yes,Change management was a big part of the implementation and was well-handled,Bad data in 3rd party apps that we wanted to integrate Common account ID missing accross 3rd party apps which required us to do an extensive mapping excercise,9,No,Yes,When I raised a bug, the GM for Europe personally got in touch with me to reassure me how serious Gainsight are taking the issue.,Customer 360 view Reporting functionality NPS surveys,You really need to know your datapoints in order to make the most meaningful reports,9Feel the Pulse of your ClientsWe are currently really focused on using Gainsight within our Client Success division, they are our power users. However, since we are getting a lot of data ingested into data we push a lot of it back to the Account level of Saleforce (SFDC) as well for other users who have a SFDC license but not a Gainsight one can see daily usage data. This give a lot more visibility into the overall health of a client by the usage of the tool rather then pulse checking between the CSM and client.,Great way to really see if your clients are using the service you provide them. Easily able to formalize an action plan to follow up with at risk clients before its too late to save them. Just as easy to set up a thank campaign for clients who are using your service as intended and showing them value. Access to their Vault to pull in already created templates to customize to our company liking.,It took a bit of time to figure out how to get our data out of our tool and then into Gainsight. But once we did it was very repeatable to get all the data we wanted. We just struggled with prioritizing developer hours to get this data push into Gainsight.,9,1 to 5 people,With the usage of Gainsight we have 3 different products we are now collecting usage data points on. This has been extremely helpful to run at risk calls to action if a client hasn't logged in x days for all of the CSMs to do the same follow and figure out why. Along with the usage Gainsight has made it possible to compare an organization with similar organizations and usage.,I've attended one local Pulse event since I'm an admin of Gainsight it was not very useful for myself. However, one of my CSMs attends and has said it is very helpful. I do find their online documentation very useful and a place I explore before opening a support ticket with them.,,5,1,Collecting usage data about clients. Having all CSMs follow the same follow up plan. Not only looking for at-risk clients but thanking ones that are using the tools correctly and see returns.,Sending out surveys after a client completes our smart start program to collect feedback about it. We ran into an issue of usage data blowing through SFDC storage so we created various MDA tables to collect all that data and display using reports on 360 to provide the same function without the strain on SFDC storage.,More data usage collection Getting better using their reporting engine Leveraging calculated fields within the MDA table to add where needed,9,7,I mentioned we were blowing through SFDC storage rather quickly by adding in usage data daily. This has me very concerned as we weren't looking to pull into an additional cost from another tool to support Gainsight. After this was quickly identified we worked with support and CSM at Gainsight to come up with an action plan on how to avoid this but still get the usage data we wanted to see from the all client level down to the individual client level. This works as intended and we aren't losing any functionality going this route.,8Early Use Gainsight ReviewCurrently used only by customer success organization. Solves the problems of: hard to find data in SFDC; need for health information, both subjective and objective; need for efficient and automated workflow for customer contact; need for alerts and triggers for activities; real-time info visibility back into SFDC for the rest of the org.,Automated workflow and activity creation, with a centralized dashboard for CSMs to manage their work, allows CSMs to spend their time on more valuable work Flexible health scoring based on many factors including quantifiable product use and subjective aspects like relationship status allows us to fine tune and focus our energy where it's needed most Ability to view rolled-up information on accounts that have multiple sub-accounts and see all relevant data within the 360 even for simple accounts, means less time searching and manually compiling data to get an overall view,Every CTA requires a task to sync to SFDC, and sometimes the CTA and task are really the same thing (managing an escalation, for example) Reporting seems somewhat limited, including visualization - but could be our lack of maturity Logging activity from different places shows in different areas, tagged differently, and reported to SFDC differently. Means CSMs have to make a lot of decisions on where and how to log - leads to wasted time and inconsistency,9,6,Our vice president uses Customer 360 daily. No other execs in the org use Gainsight at this time. We were charged with proving its worth before more licenses will be purchased.,Increased efficiency Haven't used long enough to recognize more quantifiable outcomes,, Totango and ClientSuccess,7,1,at-a-glance visibility to centralized customer information ability to track and score product usage workflow management for CSM team sharing CS information across the org via integration with SFDC,We're not quite there yet, still focused on the basics,expand visibility of Customer health and 360 data across the org via integrations with SFDC and ZenDesk automated triggers for changes in health or behavior automated onboarding and messaging for certain customers,9,, Zendesk,No,Product Features Product Usability Product Reputation Vendor Reputation,I wouldn't change what we did, nor would I change the outcome. We spent an appropriate amount of time, energy, and analysis for our situation, and were thoughtful about not just our current needs but where we wanted to mature in the future. Gainsight met our needs, and their view on the future aligns well with our strategy overall.,Implemented in-house,Yes,Change management was minimal,We haven't encountered any issues during implementation,8,Yes,We have had many questions related to Scorecard 2.0 and Relationships. Some were answered by Support, and some were answered by our Implementation dude (who is great). Support team never hesitates to get on a call with me and our Sales Ops team to explain features, and our Implementation dude meets with us every week to help us understand use cases and best practices.,Cockpit - the concept is simple and intuitive Customer 360 - this has been a lifesaver for CSMs, considering we had to look in approximately 17 places across several systems to gather basic information on each account.,Copilot - powerlists and so forth are more complex than expected Scorecards - there have been great improvements, but we're using usage data and the combination of the data and the switch to Scorecard 2.0 has been a little longer than expected. Reporting - not that hard to use per se, but more difficult and less powerful/flexible than desired. Would love to see improvements in this area!,8Great Product with awesome potential!Gainsight is being used primarily by the Customer Success Department, and is addressing our needs to scale and drive proactive behavior, thus helping us reduce churn and promote expansions.,Reports are insightful and easy to digest Standardization across multiple global teams thus helping align the business Net promoter score (NPS) survey mechanism which helps shed light on customers' opinions and feedback,Integration with Salesforce at the Field Level - it is not always easy to see/update Salesforce data from Gainsight Performance could be improved,10,,11 to 25 people,40,,Managing Renewals Preventing Churn 1 to Many communications,Managing Renewals,Promoting Customer Changeb Requests based on Usage CTA Promoting Co-Pilot blasts based on CTA,9,9,Yes,Their support is most exceptional, I have to say that about most cases.,Reviewing Customers Reviewing Repotrs,Managing CTAs Updating SFDC data Creating Powerlists,Yes, but I don't use it,7Go get Gainsight now!Gainsight is used by the Client Success, Sales, Marketing, Product and Executive teams to monitor the health of our global client base. It helps us to see all interactions and information about each client: logins, support tickets, product adoption, etc.,Great Customer Support Easy to Use UI Great Training Materials Simple to Understand Data,10,Better renewal rates Increased upsells Better visibility into health,Totango and BlueNose,11 to 25 people,35,3,Monitoring our Clients' usage of our UI. Tracking "Milestones" with our Clients. Using Health Scores / "Scorecards" to proactively communicate with Clients. Leveraging their survey tool for NPS Surveys. Using "Co-Pilot" to send our automated emails throughout the Client Lifecycle.,We now run our "Code Red" meeting out of Gainsight.,10,Implemented in-house,10,Yes,We had an issue with sending out our NPS survey, which coincided with Salesforce's Winter Release and the Gainsight team was very helpful in resolving our issue and ultimately ensuring that our survey went out properly.,10If You Have a Customer Success Team, Gainsight is a MustGainsight was originally purchased to allow our Customer Success team to become more proactive versus just answering emails and issues on a reactive basis. Since its launch, Gainsight has successfully allowed us to do just that. Whereas we attempted to make proactive calls as time allowed and hopefully hit the right person at the right time, we now are able to leverage many of Gainsight's amazing features (actions, scorecards, etc.) to inform us of when customers need to be called on proactively.,Scorecard is excellent at providing Customer Success Managers (CSMs) the ability to see the health of their customers at any time. By adding in a mix of different behaviors (activity touches, adoption, gut check, survey results, etc.), CSM's identify where we need to do more work to be successful with a client. Actions are outstanding at informing us of inactivity or dissatisfaction whether it be lack of engagement with our app for a period of time, lack of engagement on our part for a period of time, or reminders to schedule executive business reviews. The ability to send out Net Promoter Score (NPS) surveys from Gainsight's application, have it tracked, and then actions built off of the results allow us to promptly reach out to detractors and, in turn, resolve concerns and objectives that may exist. These guys are becoming THE experts in the Customer Success field....if not there already. Their Pulse conference is a must attend event.,As an early adopter of Gainsight, code had to be written for some of our needs...sometimes this code can break. With that said, much of Gainsight has built since we came on does not require as much code (or perhaps no code) to be written. The important thing here is that their support (whether it be their CSM, Implementation Manager, Support department, or even their Chief Customer Officer) is quick to respond and remedy in a timely manner. Gainsight is a must-use resource for folks in the trenches (e.g. Customer Success Managers, Account Managers, etc.), however I would like to see additional functionality built out for someone who manages these folks.,10,We are much more proactive than ever before We can accurately say which customers are at risk for non-renewal We have an easier method to know when folks are not engaged with our solution,Totango,10Gainsight helps you improve customer retention and upsells.Unifies disparate data sources and provides a complete, comprehensive view of the customer from the Customer360 dashboard. Allows for easily consumable, actionable data that drives improved retention and upsell/cross-sell. Provides a tool and partner to use DATA to drive insights and decisioning.,Good Data in = Good Data out. Ensuring that your company has clear and accurate data will drive a much better experience with Gainsight. Make sure that when you implement, you have all stakeholders in the room, specifically the technical contacts, CRM admins etc Make sure you develop process and policies for dealing with a new great tool that you are implementing. Gainsight can improve their activity and management reporting abilities. (Update 1/2/14- Gainsight is rolling out new reporting and a new Scorecard concept that should be great!),10,Improved efficiency More timely customer reachouts- more proactive and less reactive Reduced preparation time prior to customer calls.,9Gainsight ReviewGainsight is being used in the customer success department, by 4 agents.,Alerts work great to get amazing insight into how your clients are using your product. Scorecards are great to keep track of your clients health, and your impression of client health.,Alerts need some updating, particularly around merging like-alerts together. Implementation takes way too long.,6,It has moved us from a reactive support team, to a proactive customer success team.,Totango,8Streamline your day to day as a CSM!Gainsight is primarily used by the customer success team. The executive team and sales team have access to the iFrame within Salesforce, and have the ability to look into the metrics of each account. It addresses visibility into the health of each customer, and allows the sales and executive team to fish for information about the account without having to reach out to the customer success team.,Gainsight has a great user interface. It is easy to navigate and is very intuitive. Gainsight is a customer success tool made by CSMs for CSMs. The tools and workflow it offers are very much inline with what a customer success manager needs for their day to day life. Gainsight's cockpit is a great tool for CSMs to stay on track of their every day tasks. It give managers visibility into what their CSMs are doing on a regular basis.,Creating tasks and switching dates in cockpit can be difficult. The customer's dashboard should be customizable for the individual CSM.,10,Positive Impact: Helps track tasks. Overdue tasks can be overwhelming. The scorecards help alert which customers I need to spend more time on.,Salesforce App Cloud, Yesware,6 to 10 people,20,3,Allowing executives to fish for their own information Help manage CSMs day to day Gives account executives insights into the health of the accounts,Using dashboards in EBRs Scorecard architecture,More dashboards Automated playbooks,10
359 Ratings
Score 8.5 out of 101
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359 Ratings
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Score 8.5 out of 101

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Score 9 out of 10
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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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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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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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Score 9 out of 10
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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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Score 10 out of 10
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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 (145)
API (105)
Integration with (182)
Integration with Marketo (45)
Integration with Eloqua (17)
Product usage (174)
Help desk / support tickets (148)
NPS surveys (151)
Sponsor tracking (144)
Customer profiles (174)
Automated workflow (188)
Internal collaboration (174)
Customer health scoring (187)
Customer segmentation (160)
Customer health trends (176)
Engagement analytics (156)
Revenue forecasting (98)
Dashboards (189)

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
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


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

Small Businesses (1-50 employees)
Mid-Size Companies (51-500 employees)
Enterprises (> 500 employees)

Gainsight Technical Details

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