Gainsight Reviews

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Score 8.7 out of 100

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Reviews (1-25 of 208)

Sarah Yeargin | TrustRadius Reviewer
January 07, 2020

Team Gainsight!!

Score 10 out of 10
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Use Cases and Deployment Scope

We use Gainsight throughout our entire Customer Success Team. Is helps us stay organized by prioritizing our CTA's with a due date and it even allows you to check off smaller tasks within a CTA before closing it out. Gainsight allows you to customize your view as a user and admins have control over the information it shows. It is so nice to have this platform that integrates with Salesforce and shows us a timeline of the team activity! While there is a lot of information, it is well-organized and easy to locate. Highly recommend!!
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Markus Melton | TrustRadius Reviewer
Score 8 out of 10
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Use Cases and Deployment Scope

We have used Gainsight within our Customer Success Team to expand our knowledge of customer relationships, to understand account health better, and make informed decisions on what plays to run. To a certain extent, it is used outside of CS but mainly by leadership who also want insight into existing relationships.
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Meredith Giersch | TrustRadius Reviewer
Score 9 out of 10
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Use Cases and Deployment Scope

We use Gainsight to manage our enterprise accounts. As a manager, I use it daily to understand the health of my portfolio of accounts and the status / progress of each customer's Success Plan. In addition, it serves as a critical 'single source of truth' if a CSM is on vacation / sabbatical or if we're transitioning the account to another CSM.
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Andrei Ion | TrustRadius Reviewer
January 14, 2020

Just honest.

Score 10 out of 10
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Use Cases and Deployment Scope

Gainsight is mostly used in the Sales and Marketing department. It helps to track the costumer's journey and experience with us.
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Mike Hilverda | TrustRadius Reviewer
Score 8 out of 10
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Use Cases and Deployment Scope

We have used Gainsight within our Customer Success Team to expand our knowledge of customer relationships, to better understand account health, and make informed decisions on what plays to run. To a certain extent, it is used outside of CS but mainly by leadership who also want insight into existing relationships.
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Ibrahim Ijaz | TrustRadius Reviewer
Score 9 out of 10
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Use Cases and Deployment Scope

Gainsight is not only used in our Customer Success organization, but also cross-functionally as well. We use Gainsight to provide historical data on all our merchants (High Touch, Low Touch, and No Touch). We use it for many different functions, some of them being sending out mass email campaigns, sending out all types of surveys (NPS, various CSAT). Some other teams that utilize Gainsight are Product, Implementations, Account Management, and Customer Marketing. We have developed Gainsight to be our tracking platform for a lot of our campaigns, as well as a platform where anyone on other teams (who have a license) can view responses or view historical data on a merchant, such as updates that have been inputted by the CSM's in the past, or emails that have been logged, etc. Gainsight is a great tool-- if not for it, we would essentially be using a notebook, or a very cluttered excel spreadsheet for each client. Being able to log all kinds of updates (email, call, meetings) and assigning action items directly to users who are involved is a very seamless process, and Gainsight has helped us with that. It has also helped us with providing daily alerts based on usage data to help CSM's be notified whenever there are spikes or negative trends with our customers.
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Sacha Laskow | TrustRadius Reviewer
Score 9 out of 10
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Use Cases and Deployment Scope

Gainsight is used by the Client Success Department and management/executive team for the client services organization. The goal was to address a number of business goals:
  • Accurate health scoring across our client base to manage escalations, track advocates, and give management better visibility
  • Manage the tasks and workload of the CSMs day-to-day through the use of a mix of automated and manual triggers for Calls to Action
  • Provide a central hub for client information, usage stats and CSM contact history (Timeline)
  • Reduce the number of tools the CSMs were having to log-in to and use each day
That mandate has also expanded much further to include various reports and insights as well as automating tasks and emails using Journey Orchestrator.
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Anonymous | TrustRadius Reviewer
Score 8 out of 10
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Use Cases and Deployment Scope

Gainsight is used by the Customer Success organization to capture and display customer adoption data as it relates to various products. Its use addresses the problem of understanding customer engagement in products with the goal of improving product marketing efforts as well as optimizing future product design and features.
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Anonymous | TrustRadius Reviewer
Score 10 out of 10
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Use Cases and Deployment Scope

Gainsight was being used by all of the customer success to log activities with customers on a daily basis. We also had very specific alerts related to usage and communication built in to make sure we were monitoring how our customers were doing with our product and how often we were speaking with them.
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Anonymous | TrustRadius Reviewer
Score 9 out of 10
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Use Cases and Deployment Scope

We use Gainsight in the Customer Support and Success teams. It helps us bring together information from multiple software applications. Salesforce, Zendesk, Domo, and Pendo, these are are the primary software applications we use. For the two teams this is what they use to connect and record contacts with our clients. It can be customized, and we are doing better now.
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Anonymous | TrustRadius Reviewer
Score 9 out of 10
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Use Cases and Deployment Scope

Gainsight enables our customer success team to manage their accounts through health scores, meeting notes, surveys, email campaigns, and CTAs. Our executive, sales and CS leadership teams use the tool to gain information on their accounts and to review dashboards. We use Gainsight as the main tool to store all customer data. It allows us to monitor trends and risks at a high level.
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Anonymous | TrustRadius Reviewer
Score 8 out of 10
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Use Cases and Deployment Scope

Gainsight is used by a variety of departments at my org including Sales, Client Success and Client Implementation. Gainsight addresses support and monitoring of client life cycle, success plans, progress and client risk.
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Anonymous | TrustRadius Reviewer
Score 9 out of 10
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Use Cases and Deployment Scope

Gainsight is leveraged by our team of Customer Success Managers and CS Management in order to track and manage customer health, predict and triage at-risk and/or unhealthy accounts based on key data ported related to how customers leverage our software, log important engagements with customers, track CSM activity/productivity to ensure we're at a healthy utilization rate as a team, and aid in proactive engagements with customers as our CSM team scales.
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Anonymous | TrustRadius Reviewer
Score 9 out of 10
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Use Cases and Deployment Scope

We use Gainsight to standardize our approach to client situations. Gainsight is our single data source regrouping all our customer data; this allows us to have a consolidated picture in a single environment and leverage that to build a success plan around that situation. It is also used to run automated NPS campaigns.
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Anonymous | TrustRadius Reviewer
October 22, 2019

Good CS Platform

Score 9 out of 10
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Use Cases and Deployment Scope

We use Gainsight as the platform for our CSMs to work with their customer base. It provides meaningful insights and automated actions to make it easier to see which accounts need additional support, where opportunity for upsell/cross-sell exist, and general risk management.

Additionally, Gainsight offers robust reporting that helps the Customer Success Department communicate effectively with other departments and executives in order to address high level issues.
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Anonymous | TrustRadius Reviewer
Score 8 out of 10
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Use Cases and Deployment Scope

We were an early adopter of Gainsight and really didn't use it within our Enterprise business until the past year. In our last renewal with Gainsight, we engaged a Gainsight consultant to determine if their solution made sense for our Enterprise accounts. No surprise coming out of that engagement the consultant recommended we continue using Gainsight with our Enterprise clients and also worked with us on best practices to roll out to our teams. We currently use Gainsight throughout our Customer Success and Sales team. We have other departments that don't work within the tool day to day but upload their client deliverables in Gainsight so we have a proper system of record. Currently, our mid-market and scale team take full advantage of the platform and we're using the platform to about half its strengths in Enterprise. But to be fair, a large part of the delay in using Gainsight to it's fullest extent isn't on Gainsight but on our data cleanliness in Salesforce.
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Anonymous | TrustRadius Reviewer
Score 9 out of 10
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Use Cases and Deployment Scope

Gainsight is exclusively used by the global customer success team (about 15 people). We started using it this year to help us streamline our customer info, notes, and reminders into one platform. We also wanted the automation of reminders for outreach. It has helped us track our efforts and have more visibility into our accounts.
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Anonymous | TrustRadius Reviewer
August 16, 2019

Timeline Lifeline

Score 9 out of 10
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Use Cases and Deployment Scope

We use Gainsight within Customer Success, Sales, and Renewal teams to help provide a better workflow experience in managing our customers. Salesforce can get very overloaded with information and it's refreshing to have a platform that was designed around the customer success mindset but still sync back to Salesforce as needed.
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Anonymous | TrustRadius Reviewer
August 14, 2019

Gainsight is Gold

Score 9 out of 10
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Use Cases and Deployment Scope

Gainsight is used solely by our Customer Success team. However, insights are logged and key reports are shared with various teams and ELT across the organization. Gainsight allows our CS team to own customer relationships, from activity logging in the Timeline, to executing Success Plans within their book of business. Also, the Reports within Dashboards allow for risky behavior to be easily surfaced, creating a simple way to prioritize actions.
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Anonymous | TrustRadius Reviewer
Score 9 out of 10
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Use Cases and Deployment Scope

Gainsight is being used primarily by our Customer Success Management and Implementation Services teams.

Our primary drivers for adopting & using Gainsight are:
  • Customer source of truth with a record of customer history
  • Consistent customer experience across CSMs & Implementation Specialists
  • Risk identification & management
  • Customer marketing
  • Lifecycle management
  • Reduced time to onboard new staff
  • Reduced time to first value
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✔Robert Riegel | TrustRadius Reviewer
Score 9 out of 10
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Use Cases and Deployment Scope

We use Gainsight to help onboard new CS reps, which in turn helps them onboard new customers. We also have connected GS with Mixpanel to bring in customer metrics from our product, and help understand our customers understanding of the product, and where they need additional help. With the health score we can also indicate, and be proactive about, preventing churn.
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John Johnson | TrustRadius Reviewer
Score 9 out of 10
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Use Cases and Deployment Scope

We currently leverage Gainsight across our Global Customer Success Organization. Our CS Organization leverages Gainsight to enhance our customer intimacy strategy and to manage our customer portfolios more efficiently. Our CS Organization includes around 35 FTEs globally.

Gainsight is also used by our Customer Support Organization for trasactional NPS.
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Feature Scorecard Summary

Role-based user permissions (155)
8.3
API (112)
8.4
Integration with Salesforce.com (192)
8.7
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)
8.8
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