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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
Features
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
What is Gainsight CS?
Gainsight’s customer-centric technology aims to drive the future of customer success. The company’s Customer Cloud offers a set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together are designed to enable businesses to put the customer at the center of everything they do. The vendor states that companies that use Gainsight grow net retention by up to 33 percent. Learn how leading companies like Okta, SAP Concur, and Box use Gainsight at www.gainsight.com.
Gainsight CS Features
Customer Data Extraction / Integration Features
- Supported: Product usage
- Supported: Help desk / support tickets
- Supported: Online customer community
- Supported: Billing
- Supported: Marketing emails
Customer Success Management Features
- Supported: NPS surveys
- Supported: Sponsor tracking
- Supported: Customer profiles
- Supported: Automated workflow
- Supported: Internal collaboration
- Supported: Customer health scoring
- Supported: Customer segmentation
CSM Reporting & Analytics Features
- Supported: Customer health trends
- Supported: Engagement analytics
- Supported: Revenue forecasting
- Supported: Dashboards
- Supported: Customer lifetime value
- Supported: Churn rate
Security Features
- Supported: Role-based user permissions
Platform & Infrastructure Features
- Supported: API
- Supported: Integration with Salesforce.com
- Supported: Integration with Marketo
- Supported: Integration with Eloqua
Additional Features
- Supported: 360 Customer View
- Supported: Cockpit
- Supported: Timeline
- Supported: Success Plan
- Supported: In-product best practices library of resources
Gainsight CS Screenshots
Gainsight CS Integrations
- HubSpot Marketing Hub
- Oracle CRM duplicate
- SAP CRM discontinued
- NetSuite ERP
- Zoho CRM
- Pipedrive
- Slack
- SurveyMonkey
- Twilio Segment
- Mixpanel
- Google Analytics
- Zendesk Suite
- G2 for Buyers
- Planview AdaptiveWork
- Influitive
- Learndot
- Boomi
- MindTouch
- Microsoft Dynamics 365
- CaliberMind
- Salesforce
- Infor
- Sugar CRM
- Tableau
- Outlook
- Gmail
- Azugua
- Point of Reference
- RO Innovation
- Salesforce Pardot
- HelpDocs
- Electron
Gainsight CS Competitors
Gainsight CS Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android |
| Security |
Gainsight CS Downloadables
Frequently Asked Questions
Reviewers rate Product usage highest, with a score of 8.5.
The most common users of Gainsight CS are from Mid-sized Companies (51-1,000 employees).
Gainsight CS Customer Size Distribution
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 10% |
| Mid-Size Companies (51-500 employees) | 60% |
| Enterprises (more than 500 employees) | 30% |
Comparisons
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Reviews and Ratings
(447)Attribute Ratings
Reviews
(26-50 of 220)Companies can't remove reviews or game the system. Here's why
September 25, 2019
End user review of Gainsight
Gainsight is used by the Customer Success organization to capture and display customer adoption data as it relates to various products. Its use addresses the problem of understanding customer engagement in products with the goal of improving product marketing efforts as well as optimizing future product design and features.
September 06, 2019
A premier option among CS tools
We have used Gainsight within our Customer Success Team to expand our knowledge of customer relationships, to better understand account health, and make informed decisions on what plays to run. To a certain extent, it is used outside of CS but mainly by leadership who also want insight into existing relationships.
August 24, 2019
A Must Have for any Customer Success Organization (and more)
Gainsight is not only used in our Customer Success organization, but also cross-functionally as well. We use Gainsight to provide historical data on all our merchants (High Touch, Low Touch, and No Touch). We use it for many different functions, some of them being sending out mass email campaigns, sending out all types of surveys (NPS, various CSAT). Some other teams that utilize Gainsight are Product, Implementations, Account Management, and Customer Marketing. We have developed Gainsight to be our tracking platform for a lot of our campaigns, as well as a platform where anyone on other teams (who have a license) can view responses or view historical data on a merchant, such as updates that have been inputted by the CSM's in the past, or emails that have been logged, etc. Gainsight is a great tool-- if not for it, we would essentially be using a notebook, or a very cluttered excel spreadsheet for each client. Being able to log all kinds of updates (email, call, meetings) and assigning action items directly to users who are involved is a very seamless process, and Gainsight has helped us with that. It has also helped us with providing daily alerts based on usage data to help CSM's be notified whenever there are spikes or negative trends with our customers.
August 24, 2019
Not sure how we managed accounts without Gainsight
We were an early adopter of Gainsight and really didn't use it within our Enterprise business until the past year. In our last renewal with Gainsight, we engaged a Gainsight consultant to determine if their solution made sense for our Enterprise accounts. No surprise coming out of that engagement the consultant recommended we continue using Gainsight with our Enterprise clients and also worked with us on best practices to roll out to our teams. We currently use Gainsight throughout our Customer Success and Sales team. We have other departments that don't work within the tool day to day but upload their client deliverables in Gainsight so we have a proper system of record. Currently, our mid-market and scale team take full advantage of the platform and we're using the platform to about half its strengths in Enterprise. But to be fair, a large part of the delay in using Gainsight to it's fullest extent isn't on Gainsight but on our data cleanliness in Salesforce.
August 23, 2019
Gainsight made my job so much easier.
Gainsight is exclusively used by the global customer success team (about 15 people). We started using it this year to help us streamline our customer info, notes, and reminders into one platform. We also wanted the automation of reminders for outreach. It has helped us track our efforts and have more visibility into our accounts.
August 19, 2019
Gain efficiency with Gainsight
Gainsight enables our customer success team to manage their accounts through health scores, meeting notes, surveys, email campaigns, and CTAs. Our executive, sales and CS leadership teams use the tool to gain information on their accounts and to review dashboards. We use Gainsight as the main tool to store all customer data. It allows us to monitor trends and risks at a high level.
August 16, 2019
Timeline Lifeline
We use Gainsight within Customer Success, Sales, and Renewal teams to help provide a better workflow experience in managing our customers. Salesforce can get very overloaded with information and it's refreshing to have a platform that was designed around the customer success mindset but still sync back to Salesforce as needed.
August 16, 2019
Best product for CS, with room to improve.
Gainsight is used as a way for current Customer Success Managers and Account Managers to understand the health of the accounts they serve, and as a task management tool.
August 16, 2019
Use your Brainsight, get Gainsight
Gainsight is used by the Client Success Department and management/executive team for the client services organization. The goal was to address a number of business goals:
- Accurate health scoring across our client base to manage escalations, track advocates, and give management better visibility
- Manage the tasks and workload of the CSMs day-to-day through the use of a mix of automated and manual triggers for Calls to Action
- Provide a central hub for client information, usage stats and CSM contact history (Timeline)
- Reduce the number of tools the CSMs were having to log-in to and use each day
August 15, 2019
A powerful tool to build a CS division
Gainsight is used as our Customer Success Management tool.
August 15, 2019
Gainsight is Gold
Gainsight is used solely by our Customer Success team. However, insights are logged and key reports are shared with various teams and ELT across the organization. Gainsight allows our CS team to own customer relationships, from activity logging in the Timeline, to executing Success Plans within their book of business. Also, the Reports within Dashboards allow for risky behavior to be easily surfaced, creating a simple way to prioritize actions.
August 14, 2019
Gainsight & Salesforce go hand and hand!
Gainsight is being used primarily by our Customer Success Management and Implementation Services teams.
Our primary drivers for adopting & using Gainsight are:
Our primary drivers for adopting & using Gainsight are:
- Customer source of truth with a record of customer history
- Consistent customer experience across CSMs & Implementation Specialists
- Risk identification & management
- Customer marketing
- Lifecycle management
- Reduced time to onboard new staff
- Reduced time to first value
May 17, 2019
Number 1 customer success platform!
Gainsight is utilised within our Client Services team as a tool to centralise our engagements with our clients and enable us to have a non subjective view of account health. It removes the need to use multiple tools and allows us to pull data from other systems (eg Zendesk, Mixpanel) as part of our health checks.
Gainsight is being used in the customer success function of our company. Our CSMs, Renewals Managers, and Professional Services teams are all leveraging Gainsight at some capacity. This tool helps us collaborate across teams, stay on track of customer milestones, escalate risks to the appropriate people, and evaluate the health of the organizations we support.
We currently leverage Gainsight across our Global Customer Success Organization. Our CS Organization leverages Gainsight to enhance our customer intimacy strategy and to manage our customer portfolios more efficiently. Our CS Organization includes around 35 FTEs globally.
Gainsight is also used by our Customer Support Organization for trasactional NPS.
Gainsight is also used by our Customer Support Organization for trasactional NPS.
May 10, 2019
The timeline feature is incredibly valuable!
Gainsight is used across the organization to see customer health and document activities on the customer timeline. The primary users are Customer Experience Managers and Account Managers, with executives using it to see the timeline activities of the customer. We use some CTAs for sending semi-automated emails. Most recently, we are using it for Risk and Escalation documenting and processing.
April 26, 2019
Take on the challenge, it is worth it.
Gainsight is mostly used by the Customer Success org. As a whole, it is not completely adopted by all teams, but the efforts of our Operations teams have made sure to display dashboards and important data regarding upcoming renewals and any risky activity. Where Gainsight is heavily used is within a CS team that focuses on scaling the Customer Success manager role and responsibilities. We've been able to automate many engagements along the Customer Journey via Journey Orchestrator, engagements that would've been time-consuming for human resources. Automation frees up CSMs' time to focus on more strategic initiatives. Internally, it has been an amazing tool to help the scale CSM team prioritize which accounts to engage with first. We have triggered alerts that will keep CSMs aware of all the accounts in their book and select the higher risk clients to address.
Gainsight is being used by the entire customer success team on a day to day basis. In addition, the product team uses Gainsight occasionally. Lastly members of leadership have access to Gainsight and they use mostly the Dashboard from time to time.
April 18, 2019
Great tool!
We use Gainsight to manage our customer relationships and our customer's lifecycle post-sale up to and through renewal.
April 18, 2019
Looking to increase your performance and customer relationships? Gainsight is for you!
We use the Gainsight platform to address customer success problems. Our team administrates the platform and address user request for metrics, usage data, and specific requests related to our customer accounts. Another important aspect of Gainsight is the use of the NPS survey tool, this is a very important tool for us as it serves well to provide a snapshot about how the company is doing on a quarterly basis with our direct customers and also provides our leadership team points of actions to take in order to improve all services provided to our customers.
February 23, 2019
Gainsight: the best in class!
Gainsight is currently used by sales (customer success) and piloted by some account executives. We use it to predict the customer health and renewal activities.
February 22, 2019
Great tool for account managers and client success managers
We use Gainsight to monitor the use of our software by clients. This helps us uncover potential upsell opportunities and, conversely, determine how likely an account is to churn. It also allows us to schedule CTAs that prompt account manager's to reach out to clients at regular intervals regarding usage and renewals.
February 18, 2019
One of Gainsight's biggest fans!
We use Gainsight as the heart and soul of the Customer Success team. The CTAs define the day to day work of the CSMs, but we also use it to track the success of onboarding a new customer and other larger projects. It's important to us to have all of a customer's experience tracked in Gainsight to help us tell the full story of a customer. Our analytics team needs this story to better help us be predictive.
Additionally, we use Gainsight to track activity and outcomes related to the work of CSM to help understand the value of the CSM team.
Additionally, we use Gainsight to track activity and outcomes related to the work of CSM to help understand the value of the CSM team.
February 13, 2019
Gainsight helps us know when our customers need help before our customers know they need help
We use Gainsight to help onboard new CS reps, which in turn helps them onboard new customers. We also have connected GS with Mixpanel to bring in customer metrics from our product, and help understand our customers understanding of the product, and where they need additional help. With the health score we can also indicate, and be proactive about, preventing churn.
February 12, 2019
Gainsight: I dig it!
Our client success management team uses the full license and our account management team has access to the salesforce account window.