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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
(101-125 of 218)Companies can't remove reviews or game the system. Here's why
April 10, 2018
Gainsight is the only way to go!
Score 10 out of 10
Vetted Review
Verified User
- Upsell has increased quite a bit!
- Renewal rates have improved.
April 05, 2018
Vice President, Customer Success
Score 10 out of 10
Vetted Review
Verified User
- Improved retention
- Advocacy identification
- Scalability
February 22, 2018
Gainsight: Baby is crawling already at 3 months
- In the first year, we did not focus on specific ROI metrics. Sentiment by most is that it is really helping with customer information and collaboration. Second year, we are focusing on ROI around, churn improvement and advocacy increase.
January 26, 2018
More power than we were ready for
- Improve efficiency of Customer Success team, allowing us to support more customers
- Identify risks in customer base to employ our retention tactics
- Monitor health trends and drivers at scale in the customer base
January 22, 2018
Enterprise customer success manager
- More insight into churn
- More organization
- Way stronger options for customer communication to re-engage
December 28, 2017
Gainsight-- Important Investment!
Score 9 out of 10
Vetted Review
Verified User
- Retention rates/ renewals
- Manage risks and upsell opportunities
- Identifying overall health of the account
November 07, 2017
Gainsight — Makes My OCD SO Happy
- Employee Efficiency
- Improve Retention
November 03, 2017
Gainsight - Great for Operationalizing Customer Lifecycle
- Upsells through email segmentation and lifecycle marketing
- Retention through renewal playbooks and automated communication
- CSM efficiency through playbooks, CTAs, and reporting
November 02, 2017
My learning curve with Gainsight
- Improve retention
- Employee efficiency
- Improve OBP flow with new customers
October 31, 2017
Great for managing a large book of business!
- Since implementing Gainsight, we have decreased churn and increased net retention. This was also bolstered by updates to CS management but Gainsight was certainly helpful in driving the vision.
- We've become much more process-oriented in our approach to renewals - less reactive and we start planning ahead of 90Days
- We've segmented accounts more & helped sales to craft an ideal customer profile based on churn trends.
October 31, 2017
Gainsight helpful for both Services and Sales organization
- Better identification of healthy accounts
- Better understanding of our historical sales data
- Customer Success team able to work with account data more effectively
October 31, 2017
Gainsight is worth its weight in gold
- Improved retention
- Improved renewal
- Proven effectiveness of Client Success team
October 31, 2017
Gainsight or Bust
- Increased upsell via Client Success Qualified Leads. We expect to see continued growth here through supplemental, focused lead gen efforts
- Advocacy: we are in the process of rolling out initial advocacy tracking. Our expectations are that this will drive additional revenue and case studies across the business
October 27, 2017
A CSM's dream tool
- Boost employee efficiency
October 26, 2017
Great Tool
- Enabled more proactive communication to customers
- It has helped us identify and improve retention
- Allows for teams to have a platform employee efficiency
October 26, 2017
Customer Success that SCALES with Gainsight
- Standardized the behavior of our new team at scale across the organization.
- We have integrated it into other systems to provide a single dashboard.
October 26, 2017
Gainsight is on the Pulse of our Customer Success!
- We have had a flat headcount on our CSM team while nearly doubling the number of clients supported by CSMs.
- We have increased our upsell opportunities by efficiently identifying and automatically messaging clients that need more licenses.
- We have driven client retention higher by identifying risk in the client base via the integration of usage data and other client factors.
October 26, 2017
Really enjoy working with Gainsight
- Our retention has been a lot higher since implementing Gainsight.
- We're able to send more surveys and therefore get more feedback from our customers.
October 17, 2017
Gainsight: Nothing on the market is comparable!
- Gainsight has allowed us to holistically understand the health of our accounts which is something we have always struggled with.
- Gainsight has also allowed us to drive CSM efficiency with the use of the tool as well as give them more insights into their BoB's with the use of customized reporting which has helped them prioritize their renewals and decrease churn.
- Gainsight has allowed us to bring together our Sales and CS department to become partners on their accounts rather than singularly managing it.
October 10, 2017
Client Success has a new name and it's called Gainsight.
- One of Gainsight's key functionalities is called CoPilot. This product we use regularly for client communications as well as sending out NPS and CSAT surveys. Our number of responses to surveys has increased by 1500% due to the cleanliness of the surveys, ease of use in creating the list of clients we need to send the surveys out, and the unique cadence we can set the survey emails to be sent on.
- By using the data integration feature we are able to see when a client is getting close or going over their contracted user limits. With that we have an action set up to be triggered when this contract threshold is met. The action triggers a notification that goes to an account manager letting them know its time to reach out to the client. This has saved our account managers a lot of time by them not having to go run manual reports with this data in it. Instead the notification comes to them so they can reach out as soon as possible.
October 06, 2017
Increase team efficiency and customer contact with Gainsight!
- Improve retention
- Increase employee efficiency
October 03, 2017
Gainsight Review
- Identify customer health
- Identify red flags and adoption
- Identify upsell opportunities
October 02, 2017
My Insight into Gainsight - First Impressions
- Increased efficiency
- Focus/move in mindset to being more proactive & strategic consultants as opposed to reactive support
- Increased visibility into customer account usage, support, and needs
- We significantly improved our ongoing (vs Onboarding) work with accounts.
- Our CSMs definitely became much more organized and happy.
- We managed to move from reacting to a proactive phase in working with customers.
August 21, 2017
We can finally see with Gainsight
- We can do more with less headcount by using Gainsight. Our CSMs can manage a larger number of customer because of the automation and proactive notification functionality.
- Our Growth & Renewals Account Executives receive immediate notification of accounts in an "overage" billing state. This allows us to consolidate those overages into a new contract more effectively, which saves our customers money.
- Lifecycle management has made it possible for us to be sure we are contacting customers at relevant touchpoints. This helps our customers be more successful with our tool and ensures they feel supported.