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
(126-150 of 220)Companies can't remove reviews or game the system. Here's why
August 21, 2017
We can finally see with Gainsight
Gainsight was purchased for use by the customer success and growth & renewals account executive teams. Gainsight addressed several needs for our organization: 1. It serves as an information aggregator, pulling together key metrics from a variety of internal systems. 2. It provides proactive notification of actionable changes within our customer base. 3. It provides a framework for standardized messaging across the team. 4. It provides a platform to build automated outreach/NPS programs. 5. It helped us build customer scorecard/risk measures.
August 18, 2017
Early Use Gainsight Review
Currently used only by customer success organization.
Solves the problems of: hard to find data in SFDC; need for health information, both subjective and objective; need for efficient and automated workflow for customer contact; need for alerts and triggers for activities; real-time info visibility back into SFDC for the rest of the org.
Solves the problems of: hard to find data in SFDC; need for health information, both subjective and objective; need for efficient and automated workflow for customer contact; need for alerts and triggers for activities; real-time info visibility back into SFDC for the rest of the org.
August 16, 2017
Gainsight Feedback
Our Customer Success Management department leverages Gainsight on a daily basis to have key insights into our customers health, real-time notifications of customer behavior changes, and simplify workflows for all of our CSMs.
August 16, 2017
Gainsight is on its way
It is being used primarily by our customer success department and gives us a better way to easily digest our customer data and keep up to date on items needed to be done to support our customers.
August 16, 2017
Daily usage of Gainsight - The number 1 tool
I have been a frequent user of Gainsight since we implemented it within Planview (1.5 years ago, daily usage) It provides me with a great overview of my customers' health, creates call to actions for opps, events and risks. You can easily get useful and very valuable data from gainsight in prep for executive business reviews. Before we had gainsight, it was a struggle to find and put together usage information to present to the customer. Now it's done with a couple of clicks!
August 11, 2017
Our gains from Gainsight.
We only use Gainsight within our Customer Success team to automate our processes. We send automated emails through out the customer lifecycle and notify CSM of accounts that need attention. We are also developing account health scores and tracking usage data within the application.
August 11, 2017
Gainsight is my favorite "place" to work
We use Gainsight primarily in our Customer Success Team (CST), using it to manage onboarding and customer relationships, distribute and analyze NPS and CSAT surveys. The platform serves as the source of truth for tasks and timelines for our trainers and customer success advisors. We also make extensive use of the reporting and dashboards to monitor our customers' health and progress through their lifecycle. While the daily activity in Gainsight is driven by CST, the analytics are frequently shared with the entire company.
August 11, 2017
Great customer success platform!
It is being used by our Customer Success team to manage our customer base to access risk and opportunity with our customer base. We use various data sources to evaluate our customers and decide what response we should take for a number of different scenarios. We use Gainsight for reporting, our day to day work, and everything in between.
August 11, 2017
Gainsight is Powerful
We use Gainsight for Client Health scoring, Renewal Tracking, Churn Risk Mitigation, NPS Scoring, and Release Note Communications
August 09, 2017
Gainsight will change the way you see customers.
GainSight is a fantastic tool that allows your engagement team to see the life cycle of a customer. From the first day they sign up to the day they leave (which hopefully will never happen). GainSight will trigger tasks for you team to follow up with customers that show symptoms of churning so that you can head it off long before it happens.
August 01, 2017
Feel the Pulse of your Clients
We are currently really focused on using Gainsight within our Client Success division, they are our power users. However, since we are getting a lot of data ingested into data we push a lot of it back to the Account level of Saleforce (SFDC) as well for other users who have a SFDC license but not a Gainsight one can see daily usage data. This give a lot more visibility into the overall health of a client by the usage of the tool rather then pulse checking between the CSM and client.
July 25, 2017
Love GainSight!
We have multiple reporting systems and it is difficult to consume all metrics for a customer from all these different sources. GainSight brings all that together and helps account managers manage their accounts more efficiently. GainSight is currently being used by account managers here, but we see opportunities where other teams can be benefitted too.
July 25, 2017
The Joy of Working with Gainsight
We engaged with Gainsight about six months ago and signed a contract with them about two months ago. We launched our initial pilot group of a dozen users just this week and plan to roll out to another 150 users within the next 45 days. Our use is pretty broad-ranging as we employ the Gainsight platform to develop our 360-degree view of the customer including a focus on driving positive account heath scores and platform usage trends. We use the considerable insight Gainsight provides to set our strategic account development plans and customer success reviews as well as to apply the appropriate attention to customers in need of our support and engagement based on the "Calls to Action" that help guide our team as to the most critical tasks, events, alerts and issues to resolve.
June 07, 2017
Great for new and growing CS teams!
We have Gainsight visible to all customer facing representatives at our organization but it is primarily used by our Customer Success and Technical Support teams. Gainsight helps to provide customer health, NPS, and sponsor tracking details for all of our accounts. It is also a one-to-many email platform for our CS to use without needing to work with Marketing on templates or campaigns.
March 30, 2017
Gainsight - Customer Success Efficiency Tool
Gainsight is used in a few different groups in my organization from account management, to client success, and strategic account management. The tool is used to increase visibility on interaction with accounts, encourage collaboration, and increase time individual time efficiency. We had to do quite a bit of customization to take the existing functionality and make it our own, but it's been well worth it.
March 24, 2017
You Get What You Give
Gainsight is used primarily by our Customer Success & Services organization. However, we also have members of Marketing, Sales, Product, Business Operations, and even Engineering using Gainsight. And our executive team. We use it to asses health/risk, create automatic CTAs based on various events or changes, track CTAs, track Sponsors, and automate some communication.
March 24, 2017
A review from an average user
Currently being used with our Sales & Churn organization. Its being used to understand future needs of companies and get consistency with different people for the same task.
March 24, 2017
Success with Gainsight
Score 9 out of 10
Vetted Review
Verified User
Gainsight is used extensively across our Customer Success organization, but also by all other customer facing functions like Sales, Channel Management, Finance, etc. It is used to manage the health of our existing customers and to provide easy access to information, guidance on customer success processes, and general customer management for our CSMs.
March 24, 2017
Manual CTA Usage Review
Currently used by two departments, although our department has the heaviest usage of Gainsight in our org.
Gainsight is used by our Customer Success team. It helps us operationalize our processes in a repeatable (scaleable) manner. We have a significant growth ramp ahead of us (in employees and customers). We chose to implement this mostly for its workflow capabilities.
March 20, 2017
Gainsight - Our Journey to Visibility and Scalability
All of our CSMs worldwide use Gainsight (GS) as their primary tool for account management. This is where they view their daily tasks, alerts on their accounts, dashboard view of their current and upcoming activities.
Our CSM team leaders use GS as well for dashboards where they monitor CSM activity, and will soon have their own flow of managers' CTA with alerts, tasks, and more.
GS helps us with the following:
Our CSM team leaders use GS as well for dashboards where they monitor CSM activity, and will soon have their own flow of managers' CTA with alerts, tasks, and more.
GS helps us with the following:
- Measuring KPIs for our CSMs
- Scalability of our department and processes, creating standards and benchmarks for our department and the organization.
Gainsight is being used within our customer success team. The business problem that it addresses is helping us scale our communications to our growing client base, including our tech-touch clients.
March 17, 2017
Gainsight Review
It is being used by our client success department to help standardize/uniform the calls and experience our clients are receiving.
March 17, 2017
Great for making CSMs more proactive and getting insight into customer behavior, but you're in for a lot of work
We are using it primarily for our Customer Success team and to support our Sales Team during the trial process. Our Customer Success team uses Gainsight for CTAs (all events-based at the moment - new client onboard, QBR reminders - but also some performance CTAs, like an alert that their new account hasn't reached our designated "passing" onboarding score), the C360 page to support QBRs, and their client dashboard at times. Our Director of Customer Success has her own dashboard that she monitors for going over CTAs and keeping tabs on how our new clients are onboarding. We also use Copilot to send out trial nurture emails and to automate emails coming "from" our Account Executives and introducing them to our renewal managers (we automate these outreaches because lots of clients fit into this low-touch bucket).
March 17, 2017
Getting To Know You...
Gainsight is used by the client experience management team to alert and track client engagement. It also provides a client health score which we monitor to identify potential retention risk. We use the dashboard to quickly view key metrics related to overall client health. For team members who manage large portfolios of clients, Gainisight helps to insure that all clients receive a consistent level of engagement.