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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%
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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
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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
(176-200 of 220)Companies can't remove reviews or game the system. Here's why
May 13, 2016
Early implementation already seeing value
We're still in the implementation process of Gainsight, so our use case is still a little more narrow than we'd like it to be. We're currently using Gainsight to send monthly NPS surveys to our customers, depending on their renewal date, a maximum of twice a year. We're also using the CTAs to manage our customers through their lifecycle, especially at the beginning of their relationship with us and through the renewal. The CTAs are also drawing attention to risk, especially around the passive cancelation of renewal. We're currently working on implementing our usage data and associated CTAs, and what I've seen so far has been very impressive.
Gainsight is being used by the customer success high level accounts across two service offerings. Currently supporting 100+ users with <2000 accounts. Goal was for a one stop shop for CuSM to access usage data and scale to automate CTAs and analytics findings.
May 13, 2016
Gainsight: No better choice!
Gainsight is used by customer success team across three product lines, various geographies. It helps CSMs by being mostly a one-stop-shop for the most critical info they need.
May 13, 2016
Gainisight Review After 2 Months of Use
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.
May 13, 2016
Ridiculously happy!
Gainsight is currently being used by the customer success teams, addressing overall health, usage, and adoption. All CSMs use Gainsight in order to complete any calls to action, gap analysis, client trends and churn patterns and renewal probabilities. It has been helpful that our director has built out appropriate play books that coincide with either our many or high touch clients on a daily basis. Gainsight is our world daily!
May 12, 2016
Customer Success as a Tool
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.
May 12, 2016
Streamline 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.
May 12, 2016
How 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.
May 12, 2016
Dialed-In Customer Success
At ON24, we are aligning our business, processes, and workflows to get a laser focus on customer success. We are using Gainsight to provide a holistic view into customer health, adoption, utilization of our service, and most importantly as a vehicle for demonstrating ROI both "Up" and "Out" for our clients. The ability to make sure our clients are getting the most out of our service and being able to very quickly turn around and provide that information allows them to fight for adoption and expand our footprints in their business. Our goal is to provide them with the data based "ammo" to show "Up" the chain of business decision makers our value, and "Out" to their org structure how well they are doing. Gainsight is invaluable in allowing insight into the metrics we need to accomplish this. In addition, we are able to more easily handle the volume of clients that come from rapid expansion of our success. Gainsight in entwined in how we do our business.
Gainsight has also REALLY eased the relationships with our sales team. When they see the spot-on, relevant data it provides to help in their efforts for renewal and expansion, they realize that not only are we a resource, but a partner in their success as well!
Gainsight has also REALLY eased the relationships with our sales team. When they see the spot-on, relevant data it provides to help in their efforts for renewal and expansion, they realize that not only are we a resource, but a partner in their success as well!
May 12, 2016
Gainsight is key to being a successful CSA/M
As of today, Gainsight is primarily used in the customer success organization. We plan to roll it out to our sales team and then eventually to our partner network. Customer Success is a vital role of our company and Gainsight helps us keep up with over 3000 customers on a quarterly basis.
May 12, 2016
Keep a Pulse on your Customers!
Gainsight being used by our customer success department. It has been helpful in staying up to date with accounts and issues. I like how CTAs and emails can be automated so it saves a lot of time.
May 12, 2016
Gainsight Impresses!
Currently, we are using Gainsight solely within our success organization. It's been great at providing us a holistic view of the customer as well as providing our CSMs alerts when a customer is in jeopardy. We love the customization options as well as the reporting and dashboards. The ability to track how we are interacting with our customers and then watch what happens afterwards has been instrumental in proving the value of the success team.
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.
May 12, 2016
So 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.
Gainsight is being used by our account management team. We utilize the tool to better understand the overall health of our customers and also when to connect with customers - which isn't something we always know when to do. The insight we get from Gainsight gives us a good reason to reach out and not just to 'check in'. It also proactively notifies us of utilization increases and decreases, through its CTAs. All in all, Gainsight has been extremely valuable for our team and I'm excited to see how we can continue to maximize the tool.
May 10, 2016
Gain INSIGHT into Gainsight
Gainsight is being used across the company but by a specific department. It's very useful to track customer health, and manage retention. We use it to keep momentum with our customer rapport as well. Overall it's a fantastic tool to maintain customer contacts and drive great customer relationships to fulfill ROI.
April 18, 2016
A great foundation for your Customer Success department
Our Customer Success Team uses Gainsight to keep track of their to dos, essentially. The greatest value in that respect is that Gainsight is able to automatically generate to dos based on any data that's available in Salesforce, or that can be pulled into Gainsight in another way (for example, through their Google Analytics connector, or through a direct upload). Additionally, the customer health is not just visible to our Customer Success Managers based on these individual to dos that they have in their "Cockpit", but via a customer health scorecard that gives an overview to management. Additional functionality, like automated emails to customers and surveys, round out the feature set.
February 25, 2016
Gainsight Insight
All 16 of my CSM's use it on a daily basis to monitor the overall customer health score for or 23,000 customers. It helps us scale across our three tiers of customers.... High Touch, Low Touch, Tech Touch.
February 22, 2016
Gainsight Review
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.
February 22, 2016
Success with Gainsight
We use Gainsight cross functionally to gain visibility and accountability for customer success.
February 19, 2016
Love Gainsight
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.
January 08, 2016
One Way to Gain some Insight on your customers
Score 9 out of 10
Vetted Review
Verified User
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.
December 26, 2015
Go get Gainsight now!
Score 10 out of 10
Vetted Review
Verified User
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.
December 18, 2015
Tracking Customer Touchpoints made easy
Gainsight is being used only by the account management department. It tracks post launch touch points, NPS, and some usage.
December 08, 2015
Changing the way Customer Success operates
Score 10 out of 10
Vetted Review
Verified User
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.
The product is mainly used by our enterprise account management, and customer success teams.