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We currently use Gainsight as a method to track customer engagement and identify risks as well as account health scoring. Using Gainsight …
Starting at $2,500 Per Company Per Month
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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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Popular Features
- Integration with Salesforce.com (204)7.979%
- Automated workflow (208)7.878%
- Customer health scoring (210)6.969%
- Dashboards (212)6.767%
Reviewer Pros & Cons
Pricing
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
Features
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
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
Gainsight CS Integrations
- HubSpot Marketing Hub
- Oracle CRM duplicate
- SAP CRM discontinued
- NetSuite ERP
- Zoho CRM
- Pipedrive
- Slack
- SurveyMonkey
- Twilio Segment
- Mixpanel
- Google Analytics
- Zendesk Suite
- G2 for Buyers
- Planview AdaptiveWork
- Influitive
- Learndot
- Boomi
- MindTouch
- Microsoft Dynamics 365
- CaliberMind
- Salesforce
- Infor
- Sugar CRM
- Tableau
- Outlook
- Gmail
- Azugua
- Point of Reference
- RO Innovation
- Salesforce Pardot
- HelpDocs
- Electron
Gainsight CS Competitors
Gainsight CS Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android |
| Security |
Gainsight CS Downloadables
Frequently Asked Questions
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
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 10% |
| Mid-Size Companies (51-500 employees) | 60% |
| Enterprises (more than 500 employees) | 30% |
Comparisons
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Reviews and Ratings
(447)Attribute Ratings
Reviews
(1-4 of 4)Companies can't remove reviews or game the system. Here's why
January 11, 2019
Gainsight saves the Customer Success puzzle
Score 9 out of 10
Vetted Review
Verified User
We rolled out Gainsight across our entire Customer Success organization of 100+ Success Managers and leaders. We use it as the central source of truth for all customer health and activity, and reporting on both to executives across multiple departments. In short, if it doesn't happen in Gainsight, it doesn't happen. Day-to-day Success Managers use the Gainsight Cockpit to track their customer activity. We use a combination of automated and manual entries to surface activity and needs per customer. We've also begun integrating our Gainsight to pull insights from other solutions to track customer health and create tasks for our Success Managers.
- Roll up reports across the entire organization to glean insights that can be sent to other departments.
- Track and triage big moments in a customer lifecycle.
- Create tasks for Success Managers to mitigate a customer heading down the path of churn.
- The Reporting module is only intuitive if you have extensive training on it, not even for someone who works in the SaaS space or is a heavy user.
- Creating manual tasks within CTAs can be very time consuming. It is best if everything rolls of a Playbook.
- The email notifications come in - at best - a daily digest.
90%
9.0
91.42857142857142%
9.1
95%
9.5
50%
5.0
47.5%
4.8
More than 100 people
- Got a lot of work off spreadsheets and documents
- Moved things to a historical, reportable space
- Surfaced insights to reduce churn
- Reading the Reporting Dashboards
- Reading the cockpit
- Creating reports
- Creating on-the-fly tasks within a CTA
No
December 07, 2018
Gainsight - Great for automation
We 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
65%
6.5
45.71428571428571%
4.6
55%
5.5
N/A
N/A
20%
2.0
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.
None
Salesforce. Other data will be loaded via S3.
Just about all of our workflows are based on data pulled from Salesforce.
30
Customer experience
3
Salesforce knowledge, reporting knowledge, data storage
- 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
No
- Don't know
- Online training
- Self-taught
Not that easy. Time consuming.
Yes
Yes
No
November 30, 2018
The powerful tool that is Gainsight
We 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 automation
- Email automation
- Mass communications to current customers
- Deliverable 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.
95%
9.5
88.57142857142858%
8.9
87.5%
8.8
80%
8.0
87.5%
8.8
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.
I honestly haven't done much research on other options, but I ave talked with reps from Bullhorn. I believe they are newer to Customer Success, but they had a unique offering that searched Outlook for all customers emails to your company's email server. This level of transparency would be amazing with a growing company. However, we ended up not pursuing this option due to technical limitations, cost, and no additional benefits.
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
Customer Success, Operations, Sales
3
Analytical, process oriented, data focused. Logical.
- 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
No
- Product Features
- Product Usability
- Product Reputation
The features of Gainsight were the most important factor. It came with unlimited potential for the future.
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
Yes
We have advanced workflows and I am impatient. Premium gets me a level that is in line with my needs as a user.
Yes
It was. A workaround was provided and the bug was fixed within weeks.
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
Not great. This is something that I have been asking to see improvement on.
November 12, 2015
Great Product with awesome potential!
Score 10 out of 10
Vetted Review
Verified User
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
40%
4.0
82.85714285714286%
8.3
25%
2.5
N/A
N/A
20%
2.0
N/A
11 to 25 people
40
Primarly Customer Success Managers including all levels of Management
SFDC Technical Administrators
Technical Support Engineer
- 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
Yes
Some were, some weren't, however each company has the right to prioritize resolution time for bugs as they see fit.
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