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
(26-50 of 218)Companies can't remove reviews or game the system. Here's why
September 25, 2019
End user review of Gainsight
- 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.
September 06, 2019
A premier option among CS tools
- 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.
August 24, 2019
A Must Have for any Customer Success Organization (and more)
- 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.
August 24, 2019
Not sure how we managed accounts without Gainsight
- 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.
August 23, 2019
Gainsight made my job so much easier.
- 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
August 19, 2019
Gain efficiency with Gainsight
- 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
August 16, 2019
Timeline Lifeline
- Improve retention.
- Boost employee efficiency.
- Improve internal cross-collaboration by having more detailed visibility into accounts.
August 16, 2019
Best product for CS, with room to improve.
- Maintained first-year client retention while scaling our 1st-year client number by 100%.
- Improved employee efficiency.
- Improved client data and insight.
August 16, 2019
Use your Brainsight, get Gainsight
- 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
August 15, 2019
A powerful tool to build a CS division
- It's boosted employee efficiency.
- Improved customer lifecycle visibility.
- We better understand customer health.
August 15, 2019
Gainsight is Gold
- 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.
August 14, 2019
Gainsight & Salesforce go hand and hand!
- Reduced 'real' onboarding time by approximately a week (playbooks go a long way in guiding our new CSMs!)
May 17, 2019
Number 1 customer success platform!
- Improve the ease of use in viewing standardised product usage in one platform rather than logging into another system. Become more proactive rather than reactive.
- Automation and centralisation of customer information has improved efficiency by at least 50% and enabled others to be able to find information more easily.
- Removed subjective and manual health scoring which was a cumbersome manual process for the team.
- Health Scores have changed how we prioritize our clients, escalate risks, and evaluate ways to take action to improve our NPS scores.
- We've evolved our usage of CTAs to be more intentional in highlighting specific actions as a result of key milestones.
- Automated emails through Journey Orchestrator make it easy to automate our renewal process for organizations who will likely auto-renew (and not renegotiate their terms).
- Increased NPS accuracy and automation
- Increased NPS score across business
- CS Engagement and account activity is more visible
May 10, 2019
The timeline feature is incredibly valuable!
- We have used Gainsight to increase knowledge transfer across internal people managing accounts.
- We have used it to hold AMs and CEMs accountable for making sure we are touching our healthy accounts at least once per quarter.
- We have used it to increase executive visibility into what's happening in the day-to-day with customers.
April 26, 2019
Take on the challenge, it is worth it.
- Automated surveys for more data collection and more informed business.
- CTA dashboards to improve team efficiency.
- Inspire client base and initiate upsell conversations.
- Retention has grown significantly
- Visibility into customers and performance is much higher
- The response rate to surveys is much higher than it was with our older system
April 18, 2019
Great tool!
- Identify more advocates
- Increased NPS scores
- Improved retention rates
April 18, 2019
Looking to increase your performance and customer relationships? Gainsight is for you!
- We have increased our NPS overall score thanks to the visibility we have been able to capture by sending the NPS Survey.
- By using the Customer 360 we have increased the relationship between our Customer Success Executives and our customers.
- Our employees with visibility of Gainsight have improved their performance thanks to Gainsight's automation in reports and dashboards.
February 23, 2019
Gainsight: the best in class!
- Increased the frequency of surveys due to ease and flexibility
- Tracking up-sell opportunities
- Employee efficiency for tracking renewals
- Health scores
- Collaboration
February 22, 2019
Great tool for account managers and client success managers
- Identify clients that are likely to churn and prompt the AM to proactively reach out, leading to improved retention.
- Uncovered accounts with upsell potential based on usage.
- Improved employee efficiency with CTAs.
- Increased NPS score.
February 18, 2019
One of Gainsight's biggest fans!
- Improve processes like onboarding and migrations.
- Created more data points in the customer lifecycle to help guide CSMs and provide a story for predictive analytics.
- Increase efficiency and time to value.
February 13, 2019
Gainsight helps us know when our customers need help before our customers know they need help
- 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.
February 12, 2019
Gainsight: I dig it!
- I'm just the admin. Hopefully Sarah Kokin from CSOD will provide specifics.