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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
(151-175 of 220)Companies can't remove reviews or game the system. Here's why
March 17, 2017
Gainsight Review
Currently, Gainsight is only being used for our CSMs. However, we expect to expand that to sales (through the SFDC widget/limited licenses) and support. We are managing both our SaaS customers to reduce churn and starting to take on our on-premises customers.
March 16, 2017
Gainsight is a great customer success tool
Our customer success team uses Gainsight to measure our deployment health, project manage our deployments, and send customer emails.
March 15, 2017
New Customer to Gainsight
Gainsight is utilized by our organization within our Relationship Management team, which is our more strategic client management group, as well as our Client Experience Managers (also known as CSMs in the Gainsight world). The Client Experience Managers are our heavy users of Gainsight and primarily use Gainsight to manage client lifecycle engagement. It helps ensure our CEMs are engaging on a regular cadence with our client base.
March 15, 2017
Does not disappoint!
Our team uses Gainsight to manage customer success activities throughout the lifecycle of our software deployments. It allows our team to stay coordinated, identify and manage risks across our company and communicate with our customers. We also use Gainsight to standardize many of our internal and external processes through the use of playbooks. Our executives value the transparency that it provides for our portfolio.
March 15, 2017
Gainsight Review
We are currently using it in our sales department with the customer success team. It solves the problem of preventing things from falling through the cracks when it come to connecting with our clients.
March 15, 2017
So far so good with Gainsight.
We've just recently (within the past 6 months) launched Gainsight within Skyword. We're currently using it across our entire services organization and will soon look to start providing reports to the executive team. For us, it solves several challenges:
1. It helps us understand how users actually use our software ...where they spend time...where they get stuck, etc.
2. It allows us to communicate with them according to #1 above.
3. It allows us to more robustly keep tracking of the health of our clients and inform those that need to take action.
1. It helps us understand how users actually use our software ...where they spend time...where they get stuck, etc.
2. It allows us to communicate with them according to #1 above.
3. It allows us to more robustly keep tracking of the health of our clients and inform those that need to take action.
Gainsight is a customer success department's best friend. It really has the power to transform an organization and lives up to its promise as a way to get a 360 view of a customer list. Gainsight is used daily by the customer success manager at Skyword as a way to understand customer risk, identify product adoption trends, conduct research and ensure that all assigned tasks are being completed. Gainsight helps us ensure there are no surprises when it comes to customer churn.
It is used by the Customer Success Organization (CSMs). Operations which is my department supports the onboarding and ongoing activities for the sales team. It addresses the adoption issue of giving the CSMs data on how their customers are using the software and what they can do to better the customer's adoption towards the product they purchased.
March 14, 2017
Review of Recently Implemented Gainsight
Gainsight is currently being used by our account management department. It was purchased to provide a tool for programmatic outreach and risk assessment for low touch accounts.
March 14, 2017
Implementation Takes Time
Account Management uses Gainsight. It's intended to help us scale our business.
Currently, only our Customer Success department is using Gainsight. We are slowly growing a success operations team, and as we do, they are starting to use the software more and more. We use it to track overall happiness with our product and healthiness with our company and adoption of our product.
February 20, 2017
Gainsight: Making Customer Success More Manageable
Score 8 out of 10
Vetted Review
Verified User
I recently worked for a social media marketing SaaS company with several software products available to large enterprise customers and Gainsight was implemented across the Customer Success organization, specifically the Customer Partner group. Prior to Gainsight, the Customer Partnerships team had no direct line of sight into the usage data of our customers. During any given period of time, we were unable to understand if our customers were successfully using the software they had subscribed to. Gainsight was able to address this gap by providing valuable usage data and insights critical to helping the Customer Partner group clearly understand which specific customers were in need of deeper servicing and support.
December 01, 2016
Gainsight is a great company
It is mainly being implemented by the marketing team, but it is widely used across the company and outside of the company, with our client advocates being our number one supporters. We started just with just external advocates but we thought it would be good to open it up to our internal advocates within the company to help with social promotion across all devices.
August 18, 2016
Gainsight - A must for CSM teams
Score 10 out of 10
Vetted Review
Verified User
While our customer success and account management teams use Gainsight solutions to help manage our accounts, other departments and our executives access it to get status updates. The solution is definitely a must for managing accounts as it provides visibility of important data points to the team. The Gainsight team has been great in providing guidance to help us manage the process. We are constantly challenged to reconsider our way of approaching the clients in order to become trust advisors and build long lasting partnerships.
July 15, 2016
Gainsight - Game Changer
Gainsight is used by our account management team currently, but other departments have a lot of interest in adopting it as well. The solution has been a game changer in how we manage our client accounts, by providing visibility of important data points to the team. The Gainsight team has been excellent at providing thought leadership in customer success and helping us revolutionize both our mindset and process. They continue to make us look further, think deeper, with the goal of being more successful at partnering with our clients.
July 13, 2016
A better sight at GainSight !!
Gainsight was something a few of us in the team decided to try out and see what would work best with out team and how soon could we infuse it . The problems we wanted addressed were to make our Customer Success and Sales departments more efficient, and to help reduce our high retention rate by keeping track of all the nitty gritty when it came to a customer. We also wanted it to help us assemble data that we use in our daily work with customers and point out whether they are utilizing the platform fully or not and where they could get more value for their investment in Practo.
We use Gainsight to monitor the customer's use of the application and measure their health score in relation to our app. We also use it to drive communication to customers. It is currently being used by the Customer Success team. Gainsight gives us the visibility we need as a company to know how customers are doing. I love the NPS Survey feature and how that helps identify advocates.
Gainsight is primarily used by the CSMs in our greater Global Client Success org, but it goes beyond that and is an indispensable tool for our executive team as well. We use Gainsight primarily for insight and visibility into client health. We also use it to drive call-to-actions.
June 14, 2016
Gainsight - gives you FULL insight into customers!
The ways in which we use and plan to use Gainsight include implementing and tracking training survey responses, tracking our product's API data (usage data), incorporating with the sales process in Salesforce (onboarding, training, stage changes and providing insight on those stages to the sales team), tracking sponsors within our client organizations, integrating with Zendesk and viewing customers' tickets, utilizing Google analytics, and more.
June 14, 2016
Foundation To Customer Success
Score 8 out of 10
Vetted Review
Verified User
Our Customer Success Group uses Gainsight to support the day to day of our CSMs and automate our 1:many approach of driving adoption. Other departments have visibility into Gainsight activities.
Gainsight primarily solves the problems of prioritizing accounts, creating a health score, creating triggers and predicting churn.
Gainsight primarily solves the problems of prioritizing accounts, creating a health score, creating triggers and predicting churn.
June 14, 2016
Proactive success with Gainsight
Score 10 out of 10
Vetted Review
Verified User
Coordinate data and customer info from many varied places into an easy to use platform, see transparent health of all customers in one place, and proactively and strategically work with customers for their success are three good reasons why Gainsight is a win.
June 08, 2016
Gainsight review from early impression
Score 9 out of 10
Vetted Review
Verified User
Gainsight is being used to help us make our Customer Success and Support departments more efficient, and to help increase/maintain our high retention rate. We are using the survey functionality, as well as developing a customer Health Score that will help reduce the time to prepare for a call to the customer.
June 03, 2016
Rocking Customer Success with Gainsight
Gainsight is primarily used by the customer success team to help us manage existing customers. The CSMs use it on a daily basis for customer account management, CTAs, reporting, research, data storage, health checks and EBRs. We also have some members of the renewal sales team and pre-sales team that have access in order to see trending customer usage data and scorecard status. Gainsight has helped us address the issue of understanding usage trends across a customer or groups of customers in order to spot patterns that we can address before it becomes a fire. Gainsight also helps us assemble data that we use in our daily work with customers to show them where they are utilizing the platform fully and where they could get more value for their investment in Brainshark.
May 16, 2016
Gainsight Review
Gainsight is currently used by our Customer Success, Customer Support, and Go-To-Market Operations team. We use the Playbooks and CTAs to drive new hire onboarding, customer onboarding, and issue resolution. We use the dashboards and score cards to drive customer health meetings and executive review meetings as well. We are looking forward to implementing CoPilot to begin automating aspects of the customer lifecycle and scale our Customer Success Team! Gainsight has been a great tool and I'm looking forward to leading the implementation!
May 13, 2016
Gainsight Review
Gainsight is being used across departments. It solves consistency of service and offers the ability for my team to scale.