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We currently use Gainsight as a method to track customer engagement and identify risks as well as account health scoring. Using Gainsight …
Starting at $2,500 Per Company Per Month
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What is Gainsight CS?
Gainsight’s customer-centric technology aims to drive the future of customer success. The company’s Customer Cloud offers a set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together are designed to enable businesses…
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Popular Features
- Integration with Salesforce.com (204)7.979%
- Automated workflow (208)7.878%
- Customer health scoring (210)6.969%
- Dashboards (212)6.767%
Reviewer Pros & Cons
Pricing
Subscription
$2,500
Cloud
Per Company Per Month
Entry-level set up fee?
- Setup fee required
For the latest information on pricing, visithttps://www.gainsight.com/pricing
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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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
(76-100 of 220)Companies can't remove reviews or game the system. Here's why
October 17, 2018
Gainsight is Great!
We needed to get a better understanding of churn in our organization, but also to get a better understanding of our customer base. Gainsight allows us to track customer satisfaction and create scorecards that help us work better with our customers. We can be more proactive than reactive to customer issues and concerns.
September 17, 2018
Gain more with Gainsight
We use Gainsight in Customer Success as a tool to help us proactively manage our customers. We have a mix of high touch and low touch, Gainsight helps us manage the mix. Other departments within our org utilize this to quickly check the customer temperature.
September 04, 2018
Gainsight is by far the BEST CSM solution out there!
Currently Gainsight is being used only by the Customer Success department. The problem we had prior to having Gainsight is that we had way too many customers to discover all of their issues and make them better users of our platform. After we implemented Gainsight, we were able to locate specific gaps in customer performance that we wanted the CSM team to address, and we created CTA's to make it easier for a CSM to structure their day without having to research/find issues. We are also able to better track the last time we were in contact with our customers, so that we can ensure that each customer we have is being cared for.
September 04, 2018
Gainsight is a powerful tool to dive in to the details on a customer and get a high-level view of your customer base
Gainsight is currently primarily being used by our Customer Success department, but other people can view some of the output via Salesforce. It helps us manage our customer relationships and updates.
September 04, 2018
A great tool with amazing people
We currently leverage Gainsight within our customer success management teams. We are working with other internal teams and have leveraged specific functionality to help streamline their current processes, so indirectly they are benefiting from the tool as well. Gainsight has helped the CSM teams consistently track customer engagements and helps them prioritize their accounts.
September 03, 2018
Gainsight is Amazing!
We use Gainsight solely in our Customer Success department currently. We use Gainsight to help in monitoring account activity as well as mitigating portfolio risk.
August 31, 2018
A New Users Point of View
Gainsight is currently being used by 75 employees within a single Department of our Company. Its purpose is to create a single point of record for the users. Making their day to day tasks easier by only needing to visit one software/website - rather than several.
August 31, 2018
Gainsight Review
Gainsight is used across a few departments: Professional Services, Support, Success Management and Product Management. Our product [team] uses the application to conduct NPS, our Professional Services team documents and tracks the progress of onboarding and the Success Management uses it to manage the day to date activities to nurture and support the customer. Gainsight was purchased to allow us to scale with our 1-many customers' segmentation and to organize the day to day activities required to support a customer.
August 31, 2018
Gainsight - thought leader in Customer Success Software
We use Gainsight to understand our customer's health score. It is also incredibly useful for reporting, and to get a 360 view on our customers. Lastly, it provides us with automated, actionable insights that we can act on.
August 31, 2018
Gainsight is worthy of your attention!
Gainsight is currently being used to support the Customer Success team for our ACA Management Solution. The platform is currently being evaluated for use in other areas of the organization.
Gainsight is used to give us an easy to access 360 degrees view of all things customer related - from commercials, to support, to operations and more. It is used primarily by our customer success team but then to help facilitate projects and campaigns for other teams (who might not have direct access). Have this single view of the customer is a very powerful proposition that allows us from an exec level to an individual contributor (and customer success manager) level to understand quickly where a customer is in their journey, lifecycle and product usage.
Gainsight is being used by the Customer Success team within my organization. We leverage our customer data to manage at-risk customers and grow the lifetime value of our healthy customers. Our Customer Success Managers can be proactive instead of reactive to their books of business. The reporting capabilities provide insight into our customers and we can design them specifically for our CSMs, Management and Executives.
August 23, 2018
Gainsight is Great!
Gainsight is used by many groups in our company to view data on each of our customers, but its powerful functionality is used by our Customer Success team. This where there processes live and how they track each interaction with the customer. Its a great way to see a summary of the customer. I believe its a great tool to enable customer success in any organization.
August 22, 2018
Gainsight - A great way to see ALL of your clients
We use Gainsight as a way to manage our customer accounts. The entire customer success department uses the software. Gainsight allows us to track a client's progression. We are able to create a timeline of all interactions with each client. As such, we are able to easily determine the health and engagement of each one of our clients.
We use Gainsight in the Customer Success organization. I am the one that loads the majority of data into Gainsight from outside sources to allow our Customer Success organization to know how our clients are doing. It allows them to know if they need to take action on a client because they are not using the product, or if they have other risks.
August 22, 2018
Gainsight Sets Client Success Up for Success!
At Bazaarvoice, our Client Success department uses Gainsight to track client conversations, milestones, and health. It helps our Client Success Directors work at scale with automated outreach and CTAs to ensure clients receive the correct service level. Gainsight also makes transitioning clients from one CSD to another smooth and simple, as we can review past conversations and high impact moments easily.
August 22, 2018
Gainsight enables CS teams to become more efficient!
Gainsight is strictly used by our Customer Success team. It enables our CS team to ensure they can properly manage all of their customers on a daily basis, from health scores, CTA's, renewals, etc. Each member of our team uses Gainsight on a daily basis. The main use cases for our team are:
1) Reporting & dashboards: Each CSM has their own dashboard that contains various information on all of their customers, from health scores, customer life stages, renewal dates, MRR, etc. This allows them to have a wealth of information on hand whenever they need.
2) CTA's, playbooks: this ensures our CSM's can stay up to date on every customer, trigger playbooks & CTA's regarding the customer life cycle and ensure customers are moving towards a successful renewal.
3) Rules Engine: automated rules that trigger a variety of tasks, such as NPS surveys, health score updates/changes, usage data analysis, among other things.
1) Reporting & dashboards: Each CSM has their own dashboard that contains various information on all of their customers, from health scores, customer life stages, renewal dates, MRR, etc. This allows them to have a wealth of information on hand whenever they need.
2) CTA's, playbooks: this ensures our CSM's can stay up to date on every customer, trigger playbooks & CTA's regarding the customer life cycle and ensure customers are moving towards a successful renewal.
3) Rules Engine: automated rules that trigger a variety of tasks, such as NPS surveys, health score updates/changes, usage data analysis, among other things.
August 22, 2018
Early days
Gainsight is being used purely within the CSM function. It facilitates visibility and accountability of CSM activities to the team and the C suite.
August 22, 2018
Setting my sights on a long future with Gainsight!
We are currently utilizing Gainsight for our Customer Success team and looking to expand into other teams with a long term goal of company wide use. It serves as our main CRM database and is quickly growing into our primary communication tool with our customers (email templates, surveys, etc.). Gainsight helps us keep communication flowing between the CSM and management, and has been an invaluable tool to keep all of our customer notes and details in one place to streamline internal transitions.
August 21, 2018
Gainsight review - 300+ Client Success Manager group
We use Gainsight (GS) in our Client Success department, which is primarily responsible for customer service for existing advertising accounts, along with upsells and renewals for those accounts. Gainsight gives us a much more structured approach to portfolio management, along with unique visibility into account attributes and directed activities for our CSMs.
Gainsight has helped us address the following business needs:
Gainsight has helped us address the following business needs:
- Stronger onboarding of new accounts
- Annual plan of action for each account in a portfolio
- Targeted, action based reasons to call based on customized triggers for our accounts
- Gain visibility into trends we may not have seen otherwise
- Structured approach to proactive communication, along with specific milestones we'd like to achieve on each call
June 07, 2018
Gainsight is truly helpful
The main focus over the last year has been within the Customer Success organization but as other functions have learned about the power of the information collected, we are being asked to provide Gainsight views to more and more people.
April 13, 2018
A very powerful tool
Gainsight is used by the entire Customer Success team, daily. It helps in managing the entire customers lifecycle.
April 12, 2018
Get fired up about Gainsight.
Score 9 out of 10
Vetted Review
Verified User
We are primarily using Gainsight within the CS org, but have begun to spread it across other departments. One example is with renewals management. We use a Gainsight dashboard to run a renewals meeting between execs, sales, product, and CS.
April 12, 2018
Gainsight Review
Score 9 out of 10
Vetted Review
Verified User
Currently, our strategic success team uses gainsight to track Executive Business Reviews (EBRs) and success plans. We plan to expand on this throughout the year.
April 11, 2018
Peak 10 enters into Gainsight bliss
We brought in Gainsight due to the amount of churn we were experiencing, the lack of ability to contact our clients in a consistent manner, and the lack of up-sell opportunities. Since then we have seen a dramatic reduction in churn, an increase in retention rates, and we can strategically plan our our day's activities for a proactive approach to account management.