Gainsight Reviews

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Score 8.7 out of 100

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Reviews (1-25 of 206)

Sarah Yeargin profile photo
January 07, 2020

Team Gainsight!!

Score 10 out of 10
Vetted Review
Verified User
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Return on Investment

  • We are able to see customer health at a glance and know which offices to reach out to first.
  • We are able to see details of what is driving that score up or down so that we know what we need to help with.
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Markus Melton profile photo
Score 8 out of 10
Vetted Review
Verified User
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Return on Investment

  • We focus on the traditional metrics of ARR/MRR retention and expansion.
  • Identify churn risk customers via automated rules and CSM task creation. This allows us to also forecast churn monthly, which helps give executives an idea of where our touch clients are headed.
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Mike Hilverda profile photo
Score 8 out of 10
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Verified User
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Return on Investment

  • We focus on the traditional metrics of ARR/MRR retention and expansion.
  • We also focus on the success and growth of recently signed accounts at 30/60/90/120 days.
  • We also want to measure the efficiency of CS processes to improve scalability.
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Ibrahim Ijaz profile photo
Score 9 out of 10
Vetted Review
Verified User
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Return on Investment

  • Increasing NPS. Our NPS score in the past year has increased exponentially, and Gainsight has made that possible with their Journey Orchestration feature.
  • Identify churn risk customers via automated rules and CSM task creation. This allows us to also forecast churn on a monthly basis, which helps give executives an idea of where our touch clients are headed.
  • Helps us with customer success qualified leads (CSQL) creation, which then in turn automatically creates an opportunity for the account manager. Seamless integration (with some quirks) has made this process fluid.
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Sacha Laskow profile photo
Score 9 out of 10
Vetted Review
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Return on Investment

  • It is still early but we are definitely seeing an increase in our proactive outreaches
  • Our automation goals will definitely help reduce repetitive tasks for the CSMs
  • The health score has given us greater cross-departmental visibility and the power to manage escalations as well as identify advocates
Read Sacha Laskow's full review
No photo available
Score 8 out of 10
Vetted Review
Verified User
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Return on Investment

  • Focus customer engagement efforts on highlighting the relevant features of a product to increase retention.
  • Support ongoing satisfaction with the current products customers have in order to facilitate expansion in the future.
  • Increase efficiency by focusing Customer Success Manager efforts towards customers whose engagement is lower.
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No photo available
Score 9 out of 10
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Return on Investment

  • Health scores have been used to create a campaign to help the lowest scores reach our highest level. One team has a goal of 85 % green by the end of each month. These are newly ported offices.
  • Upsell opportunity are shown, and graphs are shown for each employees successful efforts.
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No photo available
Score 9 out of 10
Vetted Review
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Return on Investment

  • NPS has increased over 5 points since using Gainsight.
  • We have increased our emails campaigns and customer communication read rate through Gainsight via better more targeted emails.
  • The book that CSMs manage has more than doubled in using Gainsight and the CTAs
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No photo available
Score 9 out of 10
Vetted Review
Verified User
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Return on Investment

  • More efficiency across CSM team - able to manage more accounts/higher revenue with addition and adoption of Gainsight functionality
  • Better reporting metrics with integration capabilities that give us a more holistic look at our customer base across multiple data points
  • Ability to build and store playbooks that can be leveraged by the CSM team in order to most effectively manage their customer-base
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October 22, 2019

Good CS Platform

Score 9 out of 10
Vetted Review
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Return on Investment

  • Improved saves of at-risk accounts
  • Improved upsell opportunities
  • Increase ARR per CSM
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No photo available
Score 8 out of 10
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Return on Investment

  • Improve retention - we've definitely seen this within our mid-market and scale portfolio.
  • System of record - this is our point of truth for our clients and vitally important to our business.
  • Increase NPS - clients no longer fall through the cracks. With their automated outreach and oversight into our client engagements, we no longer feel like we've missed a client.
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No photo available
Score 9 out of 10
Vetted Review
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Return on Investment

  • 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
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No photo available
August 16, 2019

Timeline Lifeline

Score 9 out of 10
Vetted Review
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Return on Investment

  • Improve retention.
  • Boost employee efficiency.
  • Improve internal cross-collaboration by having more detailed visibility into accounts.
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August 14, 2019

Gainsight is Gold

Score 9 out of 10
Vetted Review
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Return on Investment

  • By building a detailed Health Score, CSMs have been able to see where improvements can be made within their customer base. Since doing so, the overall customer health score has improved by 5 points within one quarter.
  • CSMs are encouraged to log "Customer Highlights" on the Timeline. These logs are then shared with Customer Marketing to create a bank of potential case studies, customer quotes, etc.
  • With the help of the Report Builder and Dashboards, CSMs have a clear view into how they should be prioritizing their day, whether that means looking at the Renewals Dash to see what upcoming renewals are in risky stages, or diving into the health score report to see who is in the red.
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✔Robert Riegel profile photo
Score 9 out of 10
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Return on Investment

  • New CS reps are more easily onboarded, because they can follow CTAs while onboarding, and helping, customers. This in turn has had a positive impact of retention and NPS.
  • GS helps us visualize product usage that is easily associated with data from SF, like Contacts and Accounts.
  • We feel like we have a pretty good model that indicates churn risk 2 months in advance, so that we can be proactive and outreach before they cancel.
Read ✔Robert Riegel's full review

Feature Scorecard Summary

Role-based user permissions (155)
8.3
API (112)
8.4
Integration with Salesforce.com (192)
8.8
Integration with Marketo (48)
7.6
Integration with Eloqua (19)
7.3
Product usage (185)
8.7
Help desk / support tickets (157)
8.4
NPS surveys (159)
8.8
Sponsor tracking (151)
8.1
Customer profiles (184)
9.0
Automated workflow (198)
8.4
Internal collaboration (185)
8.4
Customer health scoring (198)
9.2
Customer segmentation (169)
8.9
Customer health trends (186)
9.0
Engagement analytics (165)
8.9
Revenue forecasting (105)
8.8
Dashboards (200)
8.8

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