TrustRadius
https://media.trustradius.com/product-logos/T3/KI/JVECOPT0CJWO.PNGAwesome internal toolGainsight is used by my entire CS department. We use it to organize information on our clients so we can all stay on top of their account. It has been very helpful, especially when using chatter to discuss matters internally.,Organizes client accounts. Quick access/view to all accounts. Chatter makes internal conversations readily accessible.,UI could be more clean. Less scrolling. More links.,9,Increased employee efficiency Helped me provide better customer service,,26 to 50 peopleGreat Product with awesome potential!Gainsight is being used primarily by the Customer Success Department, and is addressing our needs to scale and drive proactive behavior, thus helping us reduce churn and promote expansions.,Reports are insightful and easy to digest Standardization across multiple global teams thus helping align the business Net promoter score (NPS) survey mechanism which helps shed light on customers' opinions and feedback,Integration with Salesforce at the Field Level - it is not always easy to see/update Salesforce data from Gainsight Performance could be improved,10,,11 to 25 people,40,,Managing Renewals Preventing Churn 1 to Many communications,Managing Renewals,Promoting Customer Changeb Requests based on Usage CTA Promoting Co-Pilot blasts based on CTA,9,9,Yes,Their support is most exceptional, I have to say that about most cases.,Reviewing Customers Reviewing Repotrs,Managing CTAs Updating SFDC data Creating Powerlists,Yes, but I don't use it,7Success with GainsightWe use Gainsight cross functionally to gain visibility and accountability for customer success.,Monitoring customer success exposure and playbook driven action Integrating with SFDC Aggregating triggers,Reporting Computing overall risk of an account Churn Predictability Management Reporting,9,Cross functional accountability Better multi-demensional Playbook driven -- closure and confidence,Salesforce Service Cloud, Salesforce.com,11 to 25 peopleLove GainsightOur Customer Success is the primary user of Gainsight, using it to calculate and track our "Customer Adoption Scores". Other groups (Sales, Renewals) access Gainsight dashboards but don't actively use the software. Our Customer Success team also uses Gainsight to send out surveys.,Customer Success - Your EBR process, in particular, is really good. Customer scoring,Custom changes/reporting feel hard/expensive to do,9,Better customer service; Gainsight has been key in moving our renewal rates from 67% to 83%,Zendesk, ClarizenGainsight is a great product and a great company!We currently use it to help manage the customer lifecycle for all of our customers. Currently we use it across the customer success organization but are looking to give others access to continue to drive value from the product for our organization. The primary business problem it addresses is scaling the customer success team as the company and the customer base grows.,Aggregate data; it's easy to ignore this point, but for a small but swiftly growing company, it is very easy to begin to clutter and customize an SFDC instance to try to meet everyone's needs and asks. Gainsight removes this temptation and allows us to pull the date from where it lives and consume it via the slick Gainsight UI. Automation; the biggest add here is automating the frequency of customer interaction so that we as an organization can ensure consistency in approach and touch regardless of any variation in individual strengths amongst our team members. Reports 2.0; we're just scratching the surface here, but this utility picks up where SFDC reports end and fills in a lot of gaps that we've struggled with in leveraging the available date into meaningful reports and dashboards.,None - with a little guidance, the tool is very straightforward to set up and administer. Furthermore, our users love it.,10,Increased efficiency More consistent customer interaction and experience Greater visibility and insight into customer health,,6 to 10 peopleGainsight does allow you to gain insight into your customers - appropriate name!Gainsight is currently used by our CSM team to manage account CTAs, to get insight on contract and feature usage, as well as to prep for customer meetings. Using Gainisight has allowed CSMs to gain access to data which was previously held in three different systems. Our consultant team also have started working with Gainsight to monitor the onboarding of new customers. We are also exploring new avenues of use with our marketing team.,Allows you to gain new insight into customer behaviours and patterns to help identify healthy accounts vs. accounts at risk. Allows you to combine data from multiple data sources and presents this in one place which makes it easy for CSMs to prepare for customer meetings. Through the use of Gainsight's rules engine, you can monitor all your customers on a regular basis automatically. In other words, you have a tool / rule which combs through the data for you.,Gainsight does not help analyse the data, but rather helps to present it. There could be some improvements made on the analytics side - as any analytics will require input / logic from the end user.,8,Gainsight has helped our customers achieve their business outcomes - by monitoring the on-boarding process can we see which customers are struggling early and therefore take timely remedial action. Gainsight has reduced the time it takes for our CSMs to prep for customer meetings by accessing all data in one place - on the Customer 360 view.,Preact,1 to 5 peopleGainsight is GreatWe currently use Gainsight to manage a book of business. We focus on the healthcare industry and our accounts are different medical offices/corporations. We use data that will trigger product usage and based on the CTA that fires we act accordingly to help individual practices grow their businesses by cutting back on financing charges.,Allows for our company to tier our accounts based on specific measures that we set. We can track individual CSM goals and monthly/quarterly numbers. Keeps data organized and very navigational.,Very hard to find past notes on old cta's.,7,Better customer service. Ability to track personal metrics.,11 to 25 peopleGainMoreSight into your clientsProcore currently utilizes Gainsight within our customer success organization. Implementation has been on the slower side, but we are now beginning to see the value of the software. We strive on time to first value with our clients and think Gainsight will ultimately help us pull the right levers at the right time to ensure our clients are successful. For our large existing customer base, Gainsight will play a crucial role to notify us of what we deem are important events, all in an automated fashion.,Native Salesforce app! If it's not in Salesforce, it doesn't exist! Thought leader in Customer Success. Powerful feature set.,Implementation: Gainsight has a large team and sometimes it seems like you have to speak with 2-3 people to get an answer. Ease of use: Gainsight could be more intuitive.,8,We fully expect to have a positive impact across our team, but are still working through implementation to get there.,ClientSuccess,26 to 50 peopleGainsight review from a new AdministratorMy organization is utilizing Gainsight within our Customer Success, Sales (Renewal), and Executive Teams. We leverage its functionality to prioritize opportunities and tasks, balance workload, track high-value conversations and success plans, and collaborate on at risk customers.,Provides one interface to leverage information from various systems, such as Salesforce, Zendesk, and our product usage data. Automates the workflow for our Customer Success Team. Allows us to create customized Calls To Action, reports, dashboards, etc. to meet the needs of all teams who are utilizing it.,While Gainsight is quite intuitive for the end user, it can be challenging from an administrator perspective. We have had some challenges with our product usage data. Gainsight support has been wonderful to work with in trying to resolve the issue, but this has been an ongoing challenge.,9,We've benefited from increased employee efficiency due to the insight in one dashboard. Tracking of high-value conversations in one central area has allowed our team to continue to deliver great customer service, regardless of the number of customer service managers an account has had over the customer lifecycle or the varying employees that interact with them.,Preact and Totango,6 to 10 peopleGo get Gainsight now!Gainsight is used by the Client Success, Sales, Marketing, Product and Executive teams to monitor the health of our global client base. It helps us to see all interactions and information about each client: logins, support tickets, product adoption, etc.,Great Customer Support Easy to Use UI Great Training Materials Simple to Understand Data,10,Better renewal rates Increased upsells Better visibility into health,Totango and BlueNose,11 to 25 people,35,3,Monitoring our Clients' usage of our UI. Tracking "Milestones" with our Clients. Using Health Scores / "Scorecards" to proactively communicate with Clients. Leveraging their survey tool for NPS Surveys. Using "Co-Pilot" to send our automated emails throughout the Client Lifecycle.,We now run our "Code Red" meeting out of Gainsight.,10,Implemented in-house,10,Yes,We had an issue with sending out our NPS survey, which coincided with Salesforce's Winter Release and the Gainsight team was very helpful in resolving our issue and ultimately ensuring that our survey went out properly.,10Tracking Customer Touchpoints made easyGainsight is being used only by the account management department. It tracks post launch touch points, NPS, and some usage.,Cockpit CTA tracking NPS visibility,5,Reporting to customers on our work with them,Salesforce Service Cloud, HubSpot, HubSpot CRM,1 to 5 peopleGainsight Increases Efficacy of CS OrganizationGainsight is a crucial component of Client Success and Sales organizations. Serving as a central hub where any member of any team can get tabs on the current status and health of an account, Gainsight has increased the efficacy of the way we do business.,NPS Score - Makes it very easy to see health of an account at a glance. Chatter Feed - Allows for a centralized way to keep up with all accounts you follow.,It can be difficult to find what you're looking for within the Gainsight UI initially. It's not the most intuitive product I've ever used.,9,Increased employee effiency,Salesforce.com, Smartsheet, HipChat,11 to 25 peopleOur CSM platform of choice - GainsightGainsight is being used by the Client Success team to manage our client base. We are monitoring simple usage metrics, but we have also implemented financial tracking to provide overall health scores for our clients.,Extremely robust platform Integration into Salesforce.com allows for simple data sharing Flexible to handle our outside of the box use cases,Nothing I can think of right now,10,Prior to Gainsight we managed all our clients via our own infrastructure and Excel spreadsheets. The ROI for managing metrics, overall health scores and playbooks in one platform is invaluable.,Totango,Bluenose Analytics,11 to 25 peopleGainsight helped us to standardize process and scaleGainsight is used by the Customer Success Team to manage workflow and to help build and provide analytics and a complete view of customer health. The 360 view of the customer lets a CSM prepare for a customer interaction in a very short time. The efficiencies gained allow us to increase the number of customers that a single CSM can handle. The analytics and dashboards allow us to be much more proactive with the customer which helps us help the customer get to first value with our products and ensure continued success.,Workflow management with CTAs (Calls To Action) these are activities that can be created automatically to address required tasks needed to ensure a customer is successful. Playbooks. These allow CTAs to be grouped into meaningful and actionable events. Customer 360. Allows you to take a very complete snapshot of your customer in order to streamline your research and quickly assess the health of your customer. Scorecards. Immediate view of the health of the customer based upon various offerings.,Easy way to capture additional information on customer engagements. Notes can be written for CTAs but become very difficult to go back and review once the CTA is completed.,10,Faster customer research - employee efficiency Better customer service Scalability,,26 to 50 peopleIf You Have a Customer Success Team, Gainsight is a MustGainsight was originally purchased to allow our Customer Success team to become more proactive versus just answering emails and issues on a reactive basis. Since its launch, Gainsight has successfully allowed us to do just that. Whereas we attempted to make proactive calls as time allowed and hopefully hit the right person at the right time, we now are able to leverage many of Gainsight's amazing features (actions, scorecards, etc.) to inform us of when customers need to be called on proactively.,Scorecard is excellent at providing Customer Success Managers (CSMs) the ability to see the health of their customers at any time. By adding in a mix of different behaviors (activity touches, adoption, gut check, survey results, etc.), CSM's identify where we need to do more work to be successful with a client. Actions are outstanding at informing us of inactivity or dissatisfaction whether it be lack of engagement with our app for a period of time, lack of engagement on our part for a period of time, or reminders to schedule executive business reviews. The ability to send out Net Promoter Score (NPS) surveys from Gainsight's application, have it tracked, and then actions built off of the results allow us to promptly reach out to detractors and, in turn, resolve concerns and objectives that may exist. These guys are becoming THE experts in the Customer Success field....if not there already. Their Pulse conference is a must attend event.,As an early adopter of Gainsight, code had to be written for some of our needs...sometimes this code can break. With that said, much of Gainsight has built since we came on does not require as much code (or perhaps no code) to be written. The important thing here is that their support (whether it be their CSM, Implementation Manager, Support department, or even their Chief Customer Officer) is quick to respond and remedy in a timely manner. Gainsight is a must-use resource for folks in the trenches (e.g. Customer Success Managers, Account Managers, etc.), however I would like to see additional functionality built out for someone who manages these folks.,10,We are much more proactive than ever before We can accurately say which customers are at risk for non-renewal We have an easier method to know when folks are not engaged with our solution,Totango,10Gainsight.CSM pole-positionGainsight may be used to formalize the customer success management (CSM) practice.,CTA's and workflow is much appreciated functionality. Customer 360 views and dashboards. CSM practitioner tracking,Change management of business rules. More customization options on scorecards and dashboards,10,ROI and IFR measures have not been finalized,51 to 100 peopleGainsight: Nothing on the market is comparable!We currently use Gainsight primarily for our customer success team. We have recently rolled out the use of our Gainsight Limited Licenses to a select group in our sales department as well to help build cross-functional relationships and collaboration with our customers. Recent feature releases have also allowed us to share information from within Gainsight to the executive team without having to purchase a seat.,Gainsight's ability to form quick and comprehensive health scoring, allows our CSMs to derive quick insights into their customers and allows them to prioritize their book of business. Gainsight's Cockpit allows CSMs to stay organized with their upcoming and overdue tasks. Dashboards and reporting allow for customization. This allows us to provide specific views for what each member of the team needs to see from executives, managers, or CSMs.,The reporting capabilities do not always support the level of detail we are looking to achieve. There are a lot of limitations when it comes to the number of fields you can pull in, which then limits the graphical options you have. As an admin, there is quite a learning curve to implement and support Gainsight. It would be pretty difficult to roll out Gainsight without an admin in place. Either the implementation needs to be simplified or training resources need to be greatly improved.,8,9,Visibility into accounts is extremely important to our executive members and was one of the main reasons we decided to make the investment into buying Gainsight. Specifically when it comes to upcoming renewals or lapsed accounts, we leverage the data in Gainsight to give the executive members visibility into where an account stands pre and post renewal.,Gainsight has allowed us to holistically understand the health of our accounts which is something we have always struggled with. Gainsight has also allowed us to drive CSM efficiency with the use of the tool as well as give them more insights into their BoB's with the use of customized reporting which has helped them prioritize their renewals and decrease churn. Gainsight has allowed us to bring together our Sales and CS department to become partners on their accounts rather than singularly managing it.,Pendo.ioGreat 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.,Sponsor Tracking - This is my favorite feature and keeps me in tune with organizational changes with my customers. NPS Surveys - This is vital for our support team. Customer Health - This is configurable to meet what measures health to us.,Speed - Gainsight panels and data take a while to load. CTA based emails - Would love to be able to link CTAs to CoPilot to trigger emails or auto generate email lists based upon cta criteria such as usage drops or select user actions.,8,6 to 10 people,Increased visibility of CSM activities across the organization Improves CSM processes Integration to NPS scoring,My favorite is Pulse. I always walk away with plenty of ideas, awesome networking, and topics for team meetings. We are an advanced CSM organization so some of the content is validation of what we already do as well as good reminders of the basics we need to revisit. Always a blast and I look forward to it every year.,TotangoGainsight is on its wayIt 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.,Auto-trigger reminders for CSMs. Organize data in a visually pleasing way that is also easy to digest. Brings items to light that were previously slipping through the cracks.,UI is not great, especially for admins. Doing anything at a relationship level is horrendous. We avoid it at all costs as it normally requires us to do everything 15 times to get the same result as doing it once at the account level.,9,10,We've built executive dashboards but are still working on producing relevant data to put there.,We haven't had the ability to determine anything like this yet.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.,The bionic rules in Gainsight allow us to overcome the separation between Salesforce objects. I don't have to worry about not being able to access both billing and contact data for our customers at the same time anymore. The automated email feature, known as Copilot, has saved us hundreds if not thousands of hours of work. All of our clients receive specific emails, and we can easily set up which email goes to which client then essentially forget about it. The C360 page lets us access almost any data we need about a client. We can customize what is shown and how the data is organized so our CSM's can quickly see the most important information about our specific clients.,The Usage object within Gainsight could use a bit of TLC. We love the data it shows and the potential it has to become a major resource in knowing our customers, but the UI can be a bit clunky at times. The graphs aren't always the most readable or intuitive. The automated emails can only be triggered once a day. We can't send an email within a certain amount of time of an event happening within an account. We also can't easily schedule the same email to trigger multiple times in one day. Health scores are at a good starting point, but we could use a couple more improvements. The first would be to have more options of splitting score categories up into smaller scores (e.g. overall score - usage score - indiv. feature score). We also can't set a weight to diminish over time (e.g. the sales score will always affect the overall score the same amount even after two years),9,7,We built an executive dashboard for our execs and VP's to access, but they don't seem to use them. We generally build reports then send the results to the higher-ups on a monthly basis. From there I don't know what they do with the information.,We reduced our churn rate by half after using Gainsight for 10 months. We saved hundreds to thousands of man hours by automating a lot of emails and notifications through Gainsight.,,I used the chat channel to contact Gainsight about a quick question that I had regarding one of their features. I used the language in their help article to explain my question, but the rep came back confused about what I was talking about. Once he did understand he gave me the answer I needed, but then just cut off the chat without so much as a salutation, let alone a follow-up question. I submitted a review about that interaction and expressed my disappointment. A few days later, I received a box at my office from Gainsight full of muffins apologizing for the less than satisfactory experience I had.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.,Customer Tracking is accurate and easy to read! They have a fantastic and helpful team. They are responsive and knowledgeable. You will never be left out in the cold. Easy to set up (at least in comparison to other internal tech we've used).,These are all knit picks, loading can be slowish, but I would say that is industry wide. There's a lot of data to sort through. There has been syncing issues in the past with Salesforce (But I would assume that it is partly SF's fault).,10,11 to 25 people,If upsells were a game of golf, GainSight skips you straight to the green. Nothing can guarantee success, but you will have a lot higher chance of a hole in one. Retention was our major concern, we had a lot of churn leaking. We are now able to stop it long before it can take root. A surprise advantage of software like this, employee onboarding is a lot more straightforward, No more guessing or assuming, you can know the exact symptom of your customer has before they churn.,I don't know what to say other than they are great. I haven't referenced them in over a year, but I doubt they went down in value. :) Keep it up team!,Evergage, Intercom, Totango and ClientSuccessGood workflow engine. Good people. Poor customer experience journey.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.,Workflow: Calls to actions and their rules engine allows us to build a lot of repeatable workflows. We can now trigger easily trigger workflows based on events and time. Single source of info: Our CSMs now can go to one screen to see their to-do's, customer info and product usage data. Charting: Their charting/reporting capabilities are pretty solid. It's no Tableau, but it covers most of the use cases of what a CSM needs to do their day-to-day work.,Their self-help resources isn't very good at all. Their KB is out of date (old screenshots and inaccurate information). Their onboarding process is pretty bad too. The onboarding manager we got was excellent. She went above and beyond to help get us up and running. The collateral, process and tools that she has to work with are pretty poor though. I feel for her. Change management is pretty weak. The way they roll out new features make life very difficult for us. They'd deprecate features before the new features are ready for our workflows. Documentation and help materials for the new materials are not well done either.,8,1 to 5 people,Boosted employee efficiency Boosted process compliance Too early to tell re: upsell and retention,I haven't used the user groups yet. The CS University is a good idea. It's average in terms of quality. The videos/slides are not well done. I've been to Pulse. I think it's good to get to at least once. It's not an event I'd recommend attending every year as the materials don't change much year over year. If you're there to network, that's a different story.,Amity and TotangoGainsight ReviewGainsight is being used in the customer success department, by 4 agents.,Alerts work great to get amazing insight into how your clients are using your product. Scorecards are great to keep track of your clients health, and your impression of client health.,Alerts need some updating, particularly around merging like-alerts together. Implementation takes way too long.,6,It has moved us from a reactive support team, to a proactive customer success team.,Totango,8You Get What You GiveGainsight 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.,Provide a single place to visualize customer health/risk on an individual and macro basis. Provide a single place for CSMs to track work. Provide an effective executive dashboard for head of Success.,Adoption has been rough at times due to over-complicated CTAs. The onboarding provided little guidance in that area. Sponsor Tracking is very buggy. Success Plans do not allow for effective measurement of progress. Admin interface is pretty clunky.,6,11 to 25 people,Better visibility into customer health Scale CS team So far we have not experienced any improvements in upsell, retention, employee efficiency, or customer advocacy due to the usage of Gainsight.,The Gainsight user group Community is very valuable. You can see/discuss product enhancements, learn best practices, network with other CS pros, learn about upcoming releases, watch how-to videos, etc. We have not yet used CSU but I'm intrigued. I sent 4 people to Pulse last year and they said it was an excellent learning venue. I'm sending 3 people this year.,Gainsight - Our Journey to Visibility and ScalabilityAll 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: Measuring KPIs for our CSMsScalability of our department and processes, creating standards and benchmarks for our department and the organization.,Customer Service - weekly calls with our CSM, prompt support responses, email availability by our CSM at GS. Building flows in the form of CTAs and incorporation of elements from other systems. Ability to store data and create trends.,Reporting - it has all the data, but the report builder section isn't so strong "One to Many" linkage isn't supported Some missing basic function like: creating mandatory fields in CTAs, permission levels amongst users (one user can switch into another user's cockpit).,9,11 to 25 people,Visibility to CSMs day-to-day and the ability to monitor their performance. Building a standard flow for all CSMs. Creating alerts for drop in performance of paying accounts for CSMs to mitigate.,They seem great! I attended a few webinars and like them a lot. Very professional and on point. I wish I had more time. I know that our SF Admin that is in charge of GS also managed to find valuable information in the community posts. I really hope to visit "Pulse" in the future!,salesforce.com and ZuoraUnspecified
Gainsight
364 Ratings
Score 8.4 out of 101
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Gainsight
364 Ratings
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Score 8.4 out of 101

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Shala Shirazi profile photo
November 25, 2015

Awesome internal tool

Score 9 out of 10
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Gainsight is used by my entire CS department. We use it to organize information on our clients so we can all stay on top of their account. It has been very helpful, especially when using chatter to discuss matters internally.
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Diane Gordon profile photo
February 19, 2016

Love Gainsight

Score 9 out of 10
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Our Customer Success is the primary user of Gainsight, using it to calculate and track our "Customer Adoption Scores". Other groups (Sales, Renewals) access Gainsight dashboards but don't actively use the software. Our Customer Success team also uses Gainsight to send out surveys.
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Sean Wiggins profile photo
Score 10 out of 10
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Use Cases and Deployment Scope

We currently use it to help manage the customer lifecycle for all of our customers. Currently we use it across the customer success organization but are looking to give others access to continue to drive value from the product for our organization. The primary business problem it addresses is scaling the customer success team as the company and the customer base grows.
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Gabriel Hobbs profile photo
Score 8 out of 10
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Use Cases and Deployment Scope

Gainsight is currently used by our CSM team to manage account CTAs, to get insight on contract and feature usage, as well as to prep for customer meetings. Using Gainisight has allowed CSMs to gain access to data which was previously held in three different systems. Our consultant team also have started working with Gainsight to monitor the onboarding of new customers. We are also exploring new avenues of use with our marketing team.
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Jacob Darwin Jones profile photo
September 29, 2015

Gainsight is Great

Score 7 out of 10
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Use Cases and Deployment Scope

We currently use Gainsight to manage a book of business. We focus on the healthcare industry and our accounts are different medical offices/corporations. We use data that will trigger product usage and based on the CTA that fires we act accordingly to help individual practices grow their businesses by cutting back on financing charges.
Read Jacob Darwin Jones's full review
Jarryd Hensel profile photo
Score 8 out of 10
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Use Cases and Deployment Scope

Procore currently utilizes Gainsight within our customer success organization. Implementation has been on the slower side, but we are now beginning to see the value of the software. We strive on time to first value with our clients and think Gainsight will ultimately help us pull the right levers at the right time to ensure our clients are successful. For our large existing customer base, Gainsight will play a crucial role to notify us of what we deem are important events, all in an automated fashion.
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Mandi Derbis profile photo
Score 9 out of 10
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My organization is utilizing Gainsight within our Customer Success, Sales (Renewal), and Executive Teams. We leverage its functionality to prioritize opportunities and tasks, balance workload, track high-value conversations and success plans, and collaborate on at risk customers.
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Zach Boisi profile photo
December 26, 2015

Go get Gainsight now!

Score 10 out of 10
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Use Cases and Deployment Scope

Gainsight is used by the Client Success, Sales, Marketing, Product and Executive teams to monitor the health of our global client base. It helps us to see all interactions and information about each client: logins, support tickets, product adoption, etc.
Read Zach Boisi's full review
Christina Wofford profile photo
Score 9 out of 10
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Use Cases and Deployment Scope

Gainsight is a crucial component of Client Success and Sales organizations. Serving as a central hub where any member of any team can get tabs on the current status and health of an account, Gainsight has increased the efficacy of the way we do business.
Read Christina Wofford's full review
Alan Poole profile photo
Score 10 out of 10
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Use Cases and Deployment Scope

Gainsight is used by the Customer Success Team to manage workflow and to help build and provide analytics and a complete view of customer health. The 360 view of the customer lets a CSM prepare for a customer interaction in a very short time. The efficiencies gained allow us to increase the number of customers that a single CSM can handle. The analytics and dashboards allow us to be much more proactive with the customer which helps us help the customer get to first value with our products and ensure continued success.
Read Alan Poole's full review
Mark Eaton profile photo
Score 10 out of 10
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Use Cases and Deployment Scope

Gainsight was originally purchased to allow our Customer Success team to become more proactive versus just answering emails and issues on a reactive basis. Since its launch, Gainsight has successfully allowed us to do just that. Whereas we attempted to make proactive calls as time allowed and hopefully hit the right person at the right time, we now are able to leverage many of Gainsight's amazing features (actions, scorecards, etc.) to inform us of when customers need to be called on proactively.
Read Mark Eaton's full review
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Score 8 out of 10
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Use Cases and Deployment Scope

We currently use Gainsight primarily for our customer success team. We have recently rolled out the use of our Gainsight Limited Licenses to a select group in our sales department as well to help build cross-functional relationships and collaboration with our customers. Recent feature releases have also allowed us to share information from within Gainsight to the executive team without having to purchase a seat.
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Score 8 out of 10
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Use Cases and Deployment Scope

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.
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Score 9 out of 10
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Use Cases and Deployment Scope

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.
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Score 9 out of 10
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Use Cases and Deployment Scope

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.
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Score 10 out of 10
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Use Cases and Deployment Scope

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.
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Score 8 out of 10
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Use Cases and Deployment Scope

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.
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March 24, 2017

You Get What You Give

Score 6 out of 10
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Use Cases and Deployment Scope

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.
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Score 9 out of 10
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Use Cases and Deployment Scope

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:
  • Measuring KPIs for our CSMs
  • Scalability of our department and processes, creating standards and benchmarks for our department and the organization.
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Feature Scorecard Summary

Role-based user permissions (149)
7.9
API (107)
8.0
Integration with Salesforce.com (186)
9.1
Integration with Marketo (47)
7.6
Integration with Eloqua (18)
7.2
Product usage (178)
8.6
Help desk / support tickets (152)
8.2
NPS surveys (154)
9.3
Sponsor tracking (147)
7.7
Customer profiles (177)
9.2
Automated workflow (191)
8.3
Internal collaboration (178)
8.2
Customer health scoring (191)
9.3
Customer segmentation (163)
9.0
Customer health trends (180)
9.1
Engagement analytics (159)
8.7
Revenue forecasting (100)
8.6
Dashboards (193)
8.7

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