Social and Spot Risk before it overtakes you!
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
(176-200 of 218)Companies can't remove reviews or game the system. Here's why
May 13, 2016
Early implementation already seeing value
- More clarity into the behaviors of my individual CSMs in terms of how they turn-around on our CTAs.
- Real insight into the usage of our customers, giving us the ability to respond in a really positive way.
- MUCH, MUCH better renewal process management and compliance for the entire team.
- Increased training ramp up for new CuSMs.
- Increased efficiency as end users now do not have to look at multiple data sources and merge them together themselves. CTAs have allowed for monitoring of customers without human intervention.
- Negative: Additional reporting outside of Gainsight needed as Gainsight is not able to provide reporting across multiple objects. We had originally expected to do a lot of executive level reporting to be made available in the tool.
- Positive: More people are beginning to think about what kind of analytics is possible now that the data is merged.
- Negative: Without a admin level access and knowledge of the rules engine, end users cannot test their own theories or build their own custom reports.
May 13, 2016
Gainsight: No better choice!
- Improved efficiency for CSMs; ability for them to manage more accounts easier with less looking for info in a variety of systems.
- Ability for CSM Mgmt to run meetings with CSMs (individ and group) using Gainsight Dashboards.
May 13, 2016
Ridiculously happy!
- Renewals
- Retention
- ROI
May 12, 2016
Customer Success as a Tool
- Increased employee efficiency by working in cockpit and seeing everything upcoming
- Ability to give a higher degree of service by scheduling future tasks
- Setup: not as robust reporting
May 12, 2016
Streamline your day to day as a CSM!
- Positive Impact: Helps track tasks.
- Overdue tasks can be overwhelming.
- The scorecards help alert which customers I need to spend more time on.
May 12, 2016
How Gainsight Helped Me Ramp!
- Increased employee efficiency
- Visibility into accounts
May 12, 2016
Dialed-In Customer Success
- Positive ROI on staffing levels. Able to do more with less, more clients to a CSM and stay well managed.
- Inability to have contract based relationships is a painpoint for us.
- Positive on our client "touch" and management oversight of that touch.
May 12, 2016
Gainsight is key to being a successful CSA/M
- Prior to Gainsight, we had to make our own Salesforce cases and manually keep up with customers using tasks. Now that we've successfully rolled out this platform, our jobs have become much more efficient and this allows us to spend more time with our customers.
May 12, 2016
Keep a Pulse on your Customers!
- Better customer service
- Easier to have overview of customer accounts
- A lot of tedious/manual work, especially with clicking CTAs.
May 12, 2016
Gainsight Impresses!
- Definitely increased employee efficiency. The health score and alerts have enabled our CSMs to have better visibility into at risk customers and prioritize their time accordingly.
- Better Customer service. The CSM has everything they need to know about a customer at hand before calling, so they are better prepared for calls/appts.
- Increased employee efficiency
- Better customer service
- Executive visibility
May 12, 2016
So far, so good!
- We don't have great numbers to share yet, but Gainsight has helped us become more responsive to customer actions and needs. We're driving toward higher product adoption (active use), increased employee efficiency, and retention.
- Increased communication with customers.
May 10, 2016
Gain INSIGHT into Gainsight
- Already we have seen customers become referrals!
April 18, 2016
A great foundation for your Customer Success department
- Management awareness, oversight, and confidence in customer health.
- Continues to prompt important internal discussions about how we want our CSMs to be interacting with, and prioritizing, their customers.
- CSM awareness of customer health 'red flags' that they wouldn't have otherwise noticed.
February 25, 2016
Gainsight Insight
- Better holistic view of customer
- Early warning triggers of churn are more evident
- Sponsor tracking
February 22, 2016
Gainsight Review
- Once we complete the instrumentation of our Customer Journey Map key activities, this will have a pretty massive impact on ROI. We have projections on CS efficiencies (20% over a 24 month period) based on this, as well as we will be able to measure the velocity of adoption. So not only will we get customers to adopt the solution faster, but Gainsight will end up being a governance engine to ensure we work in a consistent manner.
February 22, 2016
Success with Gainsight
- Cross functional accountability
- Better multi-demensional
- Playbook driven -- closure and confidence
February 19, 2016
Love Gainsight
- Better customer service; Gainsight has been key in moving our renewal rates from 67% to 83%
January 08, 2016
One Way to Gain some Insight on your customers
Score 9 out of 10
Vetted Review
Verified User
- More Collaboration amongst Sales and CSMs.
- More worldwide consistent processes / approaches for CSMs.
- Driving CSMs to be more proactive.
December 26, 2015
Go get Gainsight now!
Score 10 out of 10
Vetted Review
Verified User
- Better renewal rates
- Increased upsells
- Better visibility into health
December 18, 2015
Tracking Customer Touchpoints made easy
- Reporting to customers on our work with them
December 08, 2015
Changing the way Customer Success operates
Score 10 out of 10
Vetted Review
Verified User
- Our first copilot email convinced 37% of customers who clicked to turn on a key feature in the product that they were previously not using.
November 25, 2015
Awesome internal tool
- Increased employee efficiency
- Helped me provide better customer service