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
View PricingOverview
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…
Recent Reviews
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
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
Return to navigation
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
Compare with
Reviews and Ratings
(447)Attribute Ratings
Reviews
(51-75 of 218)Companies can't remove reviews or game the system. Here's why
January 11, 2019
Gainsight is a thought leader and has the best software in the customer success space!
- Increased our visibility into the overall health of our customer base
- Helped us to scale our CSM team as customer base continues to grow. We were able to launch a 1:many CSM program because of the tools within Gainsight
- We have increased our net retention as well
January 11, 2019
Optimize your CS business with Gainsight
- Centralize and streamline CS work and customer visibility; we have gained at least 20% efficiency improvements and are working toward much more by aligning with Gainsight's best practices
January 11, 2019
Gainsight saves the Customer Success puzzle
Score 9 out of 10
Vetted Review
Verified User
- Got a lot of work off spreadsheets and documents
- Moved things to a historical, reportable space
- Surfaced insights to reduce churn
- Boosts employee efficiency: We are able to create playbooks that explain exactly what we're looking for our CSMs to do.
- Communication: As a software company we have to constantly keep our clients updated in real-time. Gainsight has made it easier to see if clients opened/received certain communication.
January 09, 2019
Gain productivity with Gainsight!
- With Gainsight, our retention numbers are maintained at well over 90%.
- Gainsight has made me more efficient with my work process as I can get an overview of what's happening with all my clients at a glance.
- Any red flags that are triggered allow me to take proactive actions and clients are also appreciative of that.
- Boosted employee efficiency and reduced churn
- Improved transparency in Customer Success team
- Improved customer insights
- Faster and automated customer onboarding
December 10, 2018
Gaining Momentum with Gainsight!
- Retention visibility
- Renewals
- Advocacy
- Whitespace and expansion
December 07, 2018
Become more proactive with your Customer Success Teams
- Customer retention and satisfaction have definitely increased, unfortunately due to some other circumstances the numbers don't tell that story. But we see the results in our survey data, 25% improvement year over year in NPS scores.
- CSM have a much more strategic role with customers now, they've transition from being more Support oriented to being focused on client partnership, working on regular basis to help customer cut cost and improve operational efficiencies using our platform
- We have a much deeper insight into how our AMs and CSMs are managing their accounts, their activities, CTAs and program reminders or tech touch emails.
December 07, 2018
Wide range of capabilities!
- Efficiency is one of the main marks that we know is a big ROI point for us.
- Retention is still unknown. - Too Early.
- Upsell still unknown. - Too Early.
- We have not started realizing value at this point that is measurable since we are still working on rolling it out and enabling users.
December 07, 2018
Go with the obvious market leader in customer success
- 2-5% uptick in retention
- $500k in additional ARR directed with GS
- A data-driven culture
December 07, 2018
Gainsight - Great for automation
- 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.
December 05, 2018
Benefits and Opportunities for Improvement with Gainsight for an On-prem Multi-product Company
- We have increased the retention rate by automating the customer onboarding process and reducing the time to value for the customers
- Employee efficiency and collaboration has been increased as now CSM resources carry more accounts.
- Upsell has been increased in the mid-market accounts, as now CSMs have better view of their customers' information.
December 02, 2018
Gainsight made our lives easier and happier
- We've seen the most improvement in efficiency. As a result, we've been able to hire fewer employees for certain positions in Customer Success.
- The Rules Engine in Gainsight has given us a way to quickly identify customers that might be having issues and require follow-up from CSMs proactively, whereas before we had no way other than being reactive.
- We've been able to reduce staff time on activities that can be automated allowing contributors more time for more proactive or difficult workflows.
November 30, 2018
First 6 months with Gainsight
- Our NPS has increased, both in terms of collection volumes and the average score.
- We've also improved the general quality of our data within our CRM as we're able to spot inconsistencies and gaps much easier.
- Our CSMs have expressed greater levels of satisfaction in being able to manage their portfolio.
November 30, 2018
Gainsight Review
- Identified more champions
- Identified potential churn 90+ days out
- Increased employee efficiency
- Increased upsells opportunities
- More defined account health management
- Better management of the renewal process
- Increased throughput of tasks for clients
- Quicker to identify risks and customer retention has improved
November 30, 2018
Gainsight Review
- Gives us the ability to keep track of our customers on a much more visible level
November 30, 2018
The powerful tool that is Gainsight
- 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.
November 29, 2018
Keep your fingers on the pulse of your customers with Gainsight
- Ceridian prides itself on delivering the best customer experience through the XOXO Customer Success program and the other customer facing departments. Ceridian is regularly recognized as an industry leader for customer success program value to the organization. This program would not be possible without Gainsight.
- Gainsight is used to proactively identify and take action on at risk accounts and this has given us a much better chance to save the account and reduce churn.
- Gainsight's ability to create a health score from several objective factors has allowed Ceridian to systematically identify potential reference customers who in turn engage prospects to drive additional revenues.
November 27, 2018
Gainsight Takes the Guessing out of Customer Success
- Gainsight has helped us achieve our quarterly renewal targets consistently for the past 2 years
- Gainsight has helped us achieve our upsell targets quarterly
- Gainsight has helped us know our customers - which is actually one our team's values.
November 27, 2018
Gainsight - Consolidated Customer Insights
- Gainsight has helped us to scale our success operations to become much more efficient. While our customer base has grown exponentially, the Success team has not needed to also grow exponentially because of the scalability Gainsight affords us.
- Gainsight has also helped us to improve our visibility into customer usage data. Before we used Gainsight, we had no idea how our customers were actually using our product. Being able to track this information in a single place that is visible to our CSMs has allowed us to better understand customer behavior.
November 27, 2018
(Almost) One Year as the Gainsight Administrator
- Unifying and stremalining our internal alerts to our CSMs.
- Unifying our messaging to our Clients on behalf of our CSMs
- NPS alignment workflow between Client Success and Product.
November 27, 2018
My insights start with Gainsight
- Gainsight has helped us maintain our high customer renewal rate.
- Gainsight has helped in increasing the effectiveness of delivering onboarding for our customers.
- Gainsight has helped make our CSMs more efficient in their day to day operations, and increase our coverage for QBRs across all our many customers.
October 17, 2018
Gainsight is Great!
- We use Gainsight to improve retention by scoring our customers and prioritizing which ones we need to reach out to.
- Gainsight allows us to directly contact specific segments of our customer base so we can send different communications to the different tier levels we have.
- Gainsight allows us to see which customers are coming up for renewal and who we need to reach out to, to start the renewal process.