TrustRadius
https://media.trustradius.com/product-logos/T3/KI/JVECOPT0CJWO.PNGSo 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.,Gainsight allows great visibility into the ways our users interact with our software. Specifically, Gainsight does a great job making this information digestable and actionable. Gainsight has a rules engine that allows for the automation of communication based on certain criteria that is highly flexible.,Despite the incredibly robust onboarding, training and available materials there are moments where the Gainsight platform feels overwhelming and where it offers too much flexibility and functionality.,10,1 to 5 people,Too early to comment,The user groups have been helpful and the University was a key part of getting up to speed. This May will be my first time attending Pulse.,Totango, Intercom, Bluenose Analytics and CustomerGaugeCustomer Success Orgs. looking for a solution - Look no further than GainsightIt 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.,Health Score - It is the most unique feature of gainsight, on giving a health score customized to industry and product based on data. Relationship 360 - Able to customize data for individual products is huge to support a company as big as ours that has over 200+ products in their SAS portfolio.,Access Controls Partner Visibility Reporting Functionality is only available to admins, CSMs should have the power to create reports they would like to use and that shouldn't clutter anyone else's view. Calls to Action - Really need a feature to alert CSMs of events, risk, opportunities, etc.,8,26 to 50 people,Improve retention Boost employee efficiency More visibility into employee's activities and better data,Love Pulse, get to re-connect and meet Industry leaders, haven't taken the opportunity to attend other events.,Review of Recently Implemented GainsightGainsight 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.,Gainsight seems to excel in thought leadership for the CSM space and has a dynamic, articulate executive team. Gainsight displays customer information in a user-friendly format that is easily exportable. Tools such as CoPilot and Gsnap are helpful in creating a touch points for low touch customers.,Health score cards are too simplistic in order for us to rely on them as a means of measuring customer health. It has been difficult to get meaningful customer data into Gainsight. The Sponsor Tracking functionality frequently turns up false positives and also fails to properly link contacts even when the correct URL is provided.,4,11 to 25 people,We hope that we will be able to view customer data from 3 different sources in one place - but we are not there yet. We have linked several sponsors and hope to be able to manage churn and identify prospects through the Sponsor Tracking feature. We should be able to automate some routine tasks in the near future.,We have not leveraged Customer Success University or the Gansight user groups at this point in time. We will be sending 4 team members to Pulse this year.,Implementation Takes TimeAccount Management uses Gainsight. It's intended to help us scale our business.,They seem to have a lot of resources directed to product development and can respond to feature requests with more flexibility than other companies.,The tool is ideal if you have established dashboards and practices. We have more autonomy in our positions. I rely a lot on my administrator and wish there were more access levels for much of the functionality - something more dynamic between administrator and user.,7,11 to 25 people,While our implementation is over, we are still in what I would call an implementation stage. Gainsight is powerful but takes a lot of time to configure in a meaningful way. It takes a lot of time to receive actual value from the tool.,I'm attending my first Pulse event this year.,Gainsight is a great companyIt 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.,Create great challenges Help educate us on their motives Help us in our marketing goals,Point system could be better,8,Client Advocates who socially promote usGainsight review from early impressionGainsight 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.,Their Pulse conference provides great information, while making it fun and allowing for time to network with peers. The flexibility of the platform can make it a bit overwhelming at first, but as you learn more, the flexibility allows for customization to fit many different orgs. The people at Gainsight are very helpful during the implementation process, and help hold you accountable to the goals that have been set during the sales process.,The support documentation is lacking in real-world examples, with enough data to help direct the user to the data in their own environment. It is sometimes very simplified and unhelpful. The rules engine could use a little more simplicity for simple tasks, while still offering full functionality in another section/pane/option expansion. We were not offered a demo of the product and when we inquired about that possibility, after we had purchased, we were told that requirement on our side would have needed to be addressed before the purchase. We are heavy Salesforce users and have many custom fields and workflows, that made this a bit concerning. Thankfully, we didn't run into any issues in the four months we have had the product.,9,We were prepared to spend a fair amount to use a survey tool, so simply saving that money was significant. The upcoming Co-pilot feature, being released this month, will help reduce time we will need to work with our Marketo team to distribute emails. As move to leverage the Health Score, it will help us define at-risk accounts faster, and help resolve issues and get the customer back on the right path.,,11 to 25 people,1,7,7,8,9,7Gainsight ReviewGainsight 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!,Score cards--very organized and easy to manage Automation CTA & Playbooks,More flexibility on C360 Semi-automation with CoPilot Dashboards,10,Faster employee onboarding/ramp time More transparency to red accounts--churn anaylsis Automation to increase CSM effieciency,Marketo, Google Analytics,6 to 10 peopleGainisight Review After 2 Months of UseIt is being used by the customer success team for two primary resources: align best practices around processes across the customer lifecycle and to demonstrate value to customers through the use of health scores and usage tracking. We expect to start to utilize success plans as well, as our customers are high touch and require strategic alignment across marketing, sales, product and customer success to ensure we're meeting all of their needs.,Being a leader in the CS space by innovating and bringing best practices to their customers allows groups like us not to have to be experts in CS but rather domain experts which we're best at. The help we have gotten in training and talking with execs at GS has helped how we think about our org. The onboarding presentations and homework were effective in making the implementation workshop, Gaisight Express very useful. Flexibility in rules engine.,Training materials and guidance to roll out to users of gainsight not just the admins. More intuitive user design - some functions were hidden or not described in the tool but rather in the documentation leaving few folks really understanding what it does (like relationships or insights tabs).,8,,Salesforce.com, Box,6 to 10 peopleCustomer Success as a ToolGainsight is being used by my company to take a look at our current customer base and optimize. You are able to use the features to record success plans to help move your customer along in its journey. We also use gainsight to run our red account meetings. In these meetings we are able to give quick and actionable updates to other teams. We did this before in a deck format, and it was much clunkier and not as engaging. The new features coming out are helping customer success grow as a profession and industry.,Call to Actions-- Able to create follow up items and tasks to keep you on track and remind you to stay on task with your customer. Being able to view your book of businesses by Rep or Business. Gives highlevel insights on a dashboard.,Reporting is not as strong as SFDC. Must have licenses for each user. There are sometimes latency issues as it loads.,7,Increased employee efficiency by working in cockpit and seeing everything upcoming Ability to give a higher degree of service by scheduling future tasks Setup: not as robust reporting,Salesforce.com, JIRA Software, Slack,6 to 10 peopleStreamline your day to day as a CSM!Gainsight is primarily used by the customer success team. The executive team and sales team have access to the iFrame within Salesforce, and have the ability to look into the metrics of each account. It addresses visibility into the health of each customer, and allows the sales and executive team to fish for information about the account without having to reach out to the customer success team.,Gainsight has a great user interface. It is easy to navigate and is very intuitive. Gainsight is a customer success tool made by CSMs for CSMs. The tools and workflow it offers are very much inline with what a customer success manager needs for their day to day life. Gainsight's cockpit is a great tool for CSMs to stay on track of their every day tasks. It give managers visibility into what their CSMs are doing on a regular basis.,Creating tasks and switching dates in cockpit can be difficult. The customer's dashboard should be customizable for the individual CSM.,10,Positive Impact: Helps track tasks. Overdue tasks can be overwhelming. The scorecards help alert which customers I need to spend more time on.,Salesforce App Cloud, Yesware,6 to 10 people,20,3,Allowing executives to fish for their own information Help manage CSMs day to day Gives account executives insights into the health of the accounts,Using dashboards in EBRs Scorecard architecture,More dashboards Automated playbooks,10How Gainsight Helped Me Ramp!Gainsight gives everyone visibility into customer health at any time. We're able to easily apply playbooks for recurring processes to always stay on track and be able to guide our customers throughout their lifecycle with clear next steps.,Scorecards are a great way to assess the health of any given customer at any time. Success plans allow for CSMs to pick up accounts when being handed-off easily. Co-Pilot makes keeping up with customers automated and frees up CSMs' time throughout the day.,Looking forward to being able to edit Event types after creating CTAs.,10,Increased employee efficiency Visibility into accounts,6 to 10 peopleSo far, so good!We are a little unique in our implementation of Gainsight as we use it predominately for customer marketing purposes, though we are considering expanding it to our CSM group in the future. In an effort to move beyond batch-and-blast email communications to encourage user adoption, we adopted Gainsight Copilot to help trigger behavioral onboarding campaigns based on product usage data.,Reporting! Customer service/onboarding. Data visualization.,Size of the company - they're still getting started, even though they're the market leader. SOC-2 compliance - they're not completely certified yet (though they're working on it now).,7,We don't have great numbers to share yet, but Gainsight has helped us become more responsive to customer actions and needs. We're driving toward higher product adoption (active use), increased employee efficiency, and retention.,,Marketo, Oracle Eloqua,51 to 100 peopleA 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.,Customer health score cards are nice and easy to track NPS surveys Task and call-to-action analysis acts as a reminder and helps intervene in the life cycle of a customer,There isn't a quick save feature for most commonly used filters Some of the usability can certainly be improved Hard to implement if you don't have clean, accessible data There are a few bugs and page load speed becomes an issue sometimes The UI could use improvement,7,Not much as we did not use it for a long time,Totango and Natero,Totango, Natero, Gainsight,26 to 50 peopleGainsight ReviewWe are just completing the instrumentation of Gainsight to hold our customer journey map, step by step, so that a CSM would check off key activities as they get completed. This will be rolled out for all accounts in April. Prior to this, we were using it for capturing notes and what we call our Adoption 360 scores of each customer.,Their design and concept of play books is very good. It is easy to implement and configure.,Multiple scorecard functionality is important (I believe it is close to being released if not already). There are still some data ingestion and transformation challenges, so continuing to improve ease of use would be good.,9,Once we complete the instrumentation of our Customer Journey Map key activities, this will have a pretty massive impact on ROI. We have projections on CS efficiencies (20% over a 24 month period) based on this, as well as we will be able to measure the velocity of adoption. So not only will we get customers to adopt the solution faster, but Gainsight will end up being a governance engine to ensure we work in a consistent manner.,Bluenose Analytics and Totango,Jive Team Collaboration, Salesforce Service Cloud,26 to 50 peopleGainsight Administrator Still working through implementation!We are in process of rolling Gainsight out to anyone in the organization in leadership or a client facing role. One we've fully implemented Gainsight we will have about 50% of our employees using Gainsight. Gainsight allows us to more systematically service our client, ensuring that we have standard play books for all of the common issues we run into, as well as, allowing insight into potential problems (e.g. drops in usage) before they have a chance to be detrimental to the relationship.,Identifying issues, such as drops in usage, before they are obvious. This allows us to address any potential risks before they have a chance to have a lasting negative effect on the relationship. Standardizing how we respond to common issues, and allowing new employees to ramp up more quickly. By using the playbooks we are able to standardize how we fix common problems and ensure that the best practices are used by everyone... even new employees. Ensuring that repeated tasks, such as quarterly business reviews (QBR), happen on time for clients based on things like their Customer Tier. We have the ability to automate the CTA's to kick off every three months for tier one clients so that we never miss another QBR.,The implementation process has been much longer and more complicated than initially expected. We aren't able to customize some features as much as we need (e.g. you can't set smart sign scores for different client types) Would be good to be able to set CTAs based off of a scorecard, so if a score goes stale, or if a score drops a CTA is automatically kicked off. Currently there is no way to do that.,7,We haven't been using Gainsight long enough to determine what the ROI will be, but based on early signs I think it will have a positive effect on the efficiency of our client services team, better customer service and our ability to catch potential risks early.,,11 to 25 people,Vendor implemented Implemented in-house,Yes,Change management was a minor issue with the implementation,At every turn the data implementation process has been extremely painful (with the exception of the native Salesforce integration). Segment integration should have been plug and play but instead is requiring custom work on our end to make the data show up properly. Administration of Gainsight is not intuitive, my experience as a Salesforce admin has been little to no help in learning to navigate the Gainsight administration. There aren't enough training resources, I would love to have more training videos and tools to help get myself up to speed.,2Gainsight is the way to go to ensure Customer Success!It is being used by our Customer Success Account Managers and our Executive team. It helps us to understand our relationships with our customers, mitigate risk, and solve business problems and develop our relationships.,Central view of customers Automate action items Organize data from Salesforce so that it is actionable,Does not integrate with Outlook,10,Increased employee efficiency Better customer service Executive visibility,,Salesforce.com, Clarizen, Pardot,6 to 10 peopleOne Way to Gain some Insight on your customersGainsight is used by the entire organization, but mostly by the CSMs. The tool provides a consistent proactive way to manage customers along with providing the entire organization a 360 degree view of each customer.,Cockpit - Call To Actions - proactive consistent ways to measure CSMs and handle customers Customer Scoring - health score for every customer. 360 [degree view] - in one or two minutes, all the pertinent information on a customer can be consumed (in one place).,Parent / Child relationships within an account - One account may have many "deals" or "opportunities" being worked by different CSMs. Data Analysis / Tools to prove the health measures being collected/used are truely a direct correlation to churn.,9,More Collaboration amongst Sales and CSMs. More worldwide consistent processes / approaches for CSMs. Driving CSMs to be more proactive.,,Salesforce Communities, Atlassian Confluence, Salesforce.com, JIRA Software,11 to 25 peopleChanging the way Customer Success operatesWe purchased Gainsight to help us better monitor account health, to provide guidance to our enterprise account management team on when to reach out to customers, and to send automated emails based on usage and health to our base of more than 25,000 small business customers. These emails are targeted based on individual account usage, and are designed to help customers identify and adopt new features within the system. We're also using Gainsight to send and record NPS surveys. The product is mainly used by our enterprise account management, and customer success teams.,NPS surveys: Previously we were using the Salesforce survey tool, and had to manually send out the email each month through Marketo, then create separate Salesforce reports for feedback. With Gainsight, we're able to set an automated email to send to customers at the right time, and collect a rolling score that is easy to report out to the team. Customer Success Strategy: As the leader in this industry, Gainsight has done a great job of educating customers and non-customers alike on best practices for CS teams. Copilot: We recently sent out our first copilot email in an attempt to increase adoption of one of our newest features. We had an amazing response, and we're looking forward to setting up more emails that will automatically send to customers based on their individual usage of our product. CTAs for Enterprise: Our account management team is able to receive alerts when customers need some help from us to stay healthy. The team is loving how easy it is to get alerts, and our customers love that we're so much more attentive to their usage and needs.,Duplicate email addresses: This is largely due to our data issues - we have multiple contacts across accounts with the same email address. This results in some accounts receiving duplicate emails for each account their associated with. Although we have only been with Gainsight for a few months, they've done a great job with taking our feedback and finding workarounds. For this particular issue, they've already built a fix in their system, and we're just waiting for it to be released in December.,10,Our first copilot email convinced 37% of customers who clicked to turn on a key feature in the product that they were previously not using.Thanks for reading!Gainsight is being used by the customer success department to keep track of our clients during their life cycle. We use it to track their success and health as a business partner and keep track of how engaged they are and how much they're using the platform.,Reporting, not easy to set up, but great to finally see. Integration with Salesforce, makes things way easier. Support, they are very helpful.,How difficult it is to set up the various reporting [options].,8,Success metrics Reporting,None,Salesforce Communities, Lotame, Google Analytics,6 to 10 peopleNPS for GainsightWe are using Gainsight to track next steps with customers, monitor the overall health of a book of business, and automate the processes. Gainsight is only rolled out to the Customer Success Department. It allows us to see a snap shot of health for each account and automate certain processes.,Health Scoring. Nice dashboards.,The dates on CTAs are completely off and really hard to use. When creating a CTA you should be able to apply a playbook at the same time, not in another step. When creating reports in Reports 2.0, often the save function does not work well and the software is very buggy in general.,3,Totango,26 to 50 peopleGainsight Positive ExperienceGainsight helps us to have an overview of our customers' lifecycle and health. We can see their activities and product adoption at a glance in one place.,Great implementation process Good support User friendly,Sponsor tracking could be more accurate More notification possibilities,10,Increased employee efficiency Proactive customer service,6 to 10 peopleLeading the Customer Success Technology & Practice ShiftGainsight is being used for account management and customer success management (CSM) across both corporation and enterprise buckets.,Provides us a view of our customer data in both quantitative and qualitative ways Allow us to grow customer lifetime value Transforms us into a proactive team touching our customers at scale (1-to-many),Some gaps in product feature/function; However, is expected given it's a young company and younger space,8,We are growing customer lifetime value We are much more efficient across customer tiers & much more effective across each individual AM/CSM,Bluenose Analytics,26 to 50 people
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Gainsight
361 Ratings
Score 8.4 out of 101
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Gainsight Reviews

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Gainsight
361 Ratings
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Score 8.4 out of 101

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Score 10 out of 10
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Use Cases and Deployment Scope

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.
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Score 8 out of 10
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Verified User
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Use Cases and Deployment Scope

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.
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Score 4 out of 10
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Verified User
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Use Cases and Deployment Scope

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.
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Score 8 out of 10
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Use Cases and Deployment Scope

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.
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Score 9 out of 10
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Use Cases and Deployment Scope

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.
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May 16, 2016

Gainsight Review

Score 10 out of 10
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Use Cases and Deployment Scope

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!
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Score 8 out of 10
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Use Cases and Deployment Scope

It is being used by the customer success team for two primary resources: align best practices around processes across the customer lifecycle and to demonstrate value to customers through the use of health scores and usage tracking. We expect to start to utilize success plans as well, as our customers are high touch and require strategic alignment across marketing, sales, product and customer success to ensure we're meeting all of their needs.
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Score 7 out of 10
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Use Cases and Deployment Scope

Gainsight is being used by my company to take a look at our current customer base and optimize. You are able to use the features to record success plans to help move your customer along in its journey. We also use gainsight to run our red account meetings. In these meetings we are able to give quick and actionable updates to other teams. We did this before in a deck format, and it was much clunkier and not as engaging. The new features coming out are helping customer success grow as a profession and industry.
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Score 10 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

Gainsight is primarily used by the customer success team. The executive team and sales team have access to the iFrame within Salesforce, and have the ability to look into the metrics of each account. It addresses visibility into the health of each customer, and allows the sales and executive team to fish for information about the account without having to reach out to the customer success team.
Read this authenticated review
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Score 10 out of 10
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Use Cases and Deployment Scope

Gainsight gives everyone visibility into customer health at any time. We're able to easily apply playbooks for recurring processes to always stay on track and be able to guide our customers throughout their lifecycle with clear next steps.
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May 12, 2016

So far, so good!

Score 7 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

We are a little unique in our implementation of Gainsight as we use it predominately for customer marketing purposes, though we are considering expanding it to our CSM group in the future. In an effort to move beyond batch-and-blast email communications to encourage user adoption, we adopted Gainsight Copilot to help trigger behavioral onboarding campaigns based on product usage data.
Read this authenticated review
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Score 7 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.
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February 22, 2016

Gainsight Review

Score 9 out of 10
Vetted Review
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Use Cases and Deployment Scope

We are just completing the instrumentation of Gainsight to hold our customer journey map, step by step, so that a CSM would check off key activities as they get completed. This will be rolled out for all accounts in April. Prior to this, we were using it for capturing notes and what we call our Adoption 360 scores of each customer.
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Score 7 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

We are in process of rolling Gainsight out to anyone in the organization in leadership or a client facing role. One we've fully implemented Gainsight we will have about 50% of our employees using Gainsight. Gainsight allows us to more systematically service our client, ensuring that we have standard play books for all of the common issues we run into, as well as, allowing insight into potential problems (e.g. drops in usage) before they have a chance to be detrimental to the relationship.
Read this authenticated review
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Score 10 out of 10
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Use Cases and Deployment Scope

It is being used by our Customer Success Account Managers and our Executive team. It helps us to understand our relationships with our customers, mitigate risk, and solve business problems and develop our relationships.
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Score 9 out of 10
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Verified User
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Use Cases and Deployment Scope

Gainsight is used by the entire organization, but mostly by the CSMs. The tool provides a consistent proactive way to manage customers along with providing the entire organization a 360 degree view of each customer.
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Score 10 out of 10
Vetted Review
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Use Cases and Deployment Scope

We purchased Gainsight to help us better monitor account health, to provide guidance to our enterprise account management team on when to reach out to customers, and to send automated emails based on usage and health to our base of more than 25,000 small business customers. These emails are targeted based on individual account usage, and are designed to help customers identify and adopt new features within the system. We're also using Gainsight to send and record NPS surveys.

The product is mainly used by our enterprise account management, and customer success teams.
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November 16, 2015

Thanks for reading!

Score 8 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

Gainsight is being used by the customer success department to keep track of our clients during their life cycle. We use it to track their success and health as a business partner and keep track of how engaged they are and how much they're using the platform.
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September 25, 2015

NPS for Gainsight

Score 3 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

We are using Gainsight to track next steps with customers, monitor the overall health of a book of business, and automate the processes. Gainsight is only rolled out to the Customer Success Department. It allows us to see a snap shot of health for each account and automate certain processes.
Read this authenticated review
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Score 10 out of 10
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Verified User
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Use Cases and Deployment Scope

Gainsight helps us to have an overview of our customers' lifecycle and health. We can see their activities and product adoption at a glance in one place.
Read this authenticated review

Feature Scorecard Summary

Role-based user permissions (146)
7.9
API (105)
8.0
Integration with Salesforce.com (183)
9.1
Integration with Marketo (45)
7.6
Integration with Eloqua (18)
7.2
Product usage (175)
8.7
Help desk / support tickets (149)
8.2
NPS surveys (151)
9.3
Sponsor tracking (145)
7.7
Customer profiles (175)
9.2
Automated workflow (189)
8.3
Internal collaboration (175)
8.2
Customer health scoring (188)
9.3
Customer segmentation (161)
9.0
Customer health trends (177)
9.1
Engagement analytics (157)
8.7
Revenue forecasting (98)
8.6
Dashboards (190)
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