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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
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- 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
(151-175 of 222)Companies can't remove reviews or game the system. Here's why
March 17, 2017
Getting To Know You...
- Dashboard provides a snapshot of key client metrics in one view.
- Calls to Action (CTAs) allow us to track and measure client engagement across our entire client portfolio and quickly identify clients who may need attention.
- Integration with SalesForce (SF) is key as SF is used throughout our organization.
- We have been able to create CTAs that allow us to engage with clients at key times in their lifecycle such as prior to a software upgrade to determine their readiness. This has allowed us to better schedule our resources and prevent projects from being canceled at the last minute.
- Flexibility around reporting.
- Challenge with tracking CTAs based on due date versus closed date.
- Not always intuitive so have to carefully manage how team is closing CTAs.
March 17, 2017
Gainsight Review
- Our customer outcome manager is amazing and he ensures we are strategically lined up to meet our goals.
- Solutions architects are very knowledgeable and patient while working through the configuration.
- Gainsight is a leader at promoting customer success.
- We have been a customer for less than a year but pricing has changed multiple time during pre-sales, actual sale and now renewal making it more difficult to get the funding. I understand as a fairly new company there will be changes but hopefully not many more.
- Gainsight is a great tool but I think there is room for improvement in the Admin U/I that could improve the configuring and testing time. Example: Email templates can be time-consuming to create and test. The text editor is somewhat limited and keeping consistent font has been a problem - often with tags. The test emails from the Email Template interface do not look the same as the live sent emails from Email Assist or CoPilot Outreaches.
March 16, 2017
Gainsight is a great customer success tool
- Gainsight's rules engine is really straightforward to use and I love that someone with little programming knowledge can set up rules to fire Calls to Action and make sure project tasks are getting completed.
- The ability to use the tool to look at customer usage and pull that data into emails is really huge. We haven't been able to use that feature just yet, but I'm looking forward to using it with our clients soon.
- Measuring health of our deployments, in a standard fashion, across the team, is really important. It allows us to see and address risks before they become bigger issues.
- We'd like to see the reports function become more useful. We want to be able to pull data from multiple objects without having to set up complex custom MDA tables and rules, and we should be able to include tables from the reports in emails.
- I'd also like to see relationship health reporting become more robust. I currently have to export our relationship health scores every Monday morning to a customized google sheet in order to color the values and provide that as the executive report to our leadership team.
- Setting up and testing outreaches could also be easier. It should be much more straightforward to put together test outreach lists.
- Sending out reports from the dashboard function is fairly crude. The powerpoint formatting is not well done and as a result the reports don't look very professional and I think often get ignored when sent to our team. We should be able to export the dashboard in an email format to our internal team.
March 15, 2017
New Customer to Gainsight
- Visually engaging UI and ease of navigation.
- Consolidation of client data in one view that is easy for our CEMs to navigate and review prior to clients' meetings and calls.
- Seamless integration with SalesForce so our users really feel like they're in one application.
- The rules engine! It's clearly built for technical resources. Not being able to utilize query functionality such as current quarter, prior quarter, this year, etc...instead of having to use what feels like a formula to calculate a date range can be frustrating. I have nightmares about # of N days from rule date.
- Gainsight Dashboard stickiness. It often causes issues with our users. Would love to see a reset to default or something that easily resets to the default dashboard filters or clear filters. This would be a huge help.
- Global Filters are the enemy....I hate having to always clone a report that really I have to rebuild just so I don't have to add all my global filters. It's just clunky.
March 15, 2017
Does not disappoint!
- Through use of the scorecard feature, Gainsight allows us to manage risk across many complex enterprise deployments.
- Via playbooks, it has allowed us to standardize our processes and automate many key activities for the team.
- With the integration into Salesforce it has allowed our customer success and sales teams to collaborate more effectively.
- We're satisfied with our Gainsight purchase and don't see any areas for improvement worth noting. Our team frequently comments on the community and feel like we're being heard.
March 15, 2017
Gainsight Review
- It's great at holding CSMs accountable.
- It is great at holding sales people accountable.
- Great at tracking the success of our customers.
- Implementation was too long, would have liked a more boot camp like training process.
- The software is not intuitive to someone with little to no experience in programming.
- It would be great to have an ongoing contact at Gainsight past implementation to help with rule writing and provide details about updates that were rolled out so that you can have a better understanding of how the updates fit into your organization.
March 15, 2017
So far so good with Gainsight.
- 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.
- Gainsight works incredibly well with SFDC so it makes data integrity something you can count on.
- Gainsight is extremely customizable so you can really use it in a way that works best for your organization.
- Gainsight has a very active user community and knowledgeable support desk that makes it easy to find answers to the questions that come up.
- Gainsight is what you make of it. It's such a robust software that you need to dedicate significant time to making it valuable for your organization.
- Gainsight's isn't the most user-friendly software. I find it takes time before a CSM fully understands how it can help their day to day. Admins have an even harder job of learning the ins and outs of rule creation, dashboard building, and troubleshooting.
- Gainsight is built on top of SFDC, so you really need to ensure that your SFDC is set up in a way that will work with Gainsight.
- 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.
March 14, 2017
Review of Recently Implemented Gainsight
- 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.
March 14, 2017
Implementation Takes Time
- 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.
- Easy to use interface
- Love the timeline feature to easily see a history of interactions
- Historical tracking of usage
- Reporting across various data sources is limited
- Their usage data is auto-aggregated and cannot be customized
- Rules based logic is not often intuitive. You need to learn to think in "gainsight" ways
February 20, 2017
Gainsight: Making Customer Success More Manageable
Score 8 out of 10
Vetted Review
Verified User
- Automatic recurring usage reports: This is a nice feature that takes the burden off of the user having to manually pull reports. Reports can be set up to be delivered via email, at a specific cadence, and provided an at-a-glance overview of customer usage data for a specific time period.
- Customer360: Gainsight does a good job of providing a centralized area of their product where users can see an up-to-date view of their entire customer portfolio and then drill down into specific accounts to better understand overall customer heath, contract value, contract duration, and important account notes.
- Gainsight excels at integrating with other systems, for example our Client Success team needed to be able to hook into our training groups management tool and quickly see how many existing training credits a customer might have and when they were expiring. Having this information available inside Gainsight saved us valuable time by providing us with information that was historically hard to obtain.
- Using Gainsight for any kind of substantial "task management" seemed to fall short. The result was having to use several additional tools outside of Gainsight. For example, it would be nice to have a Gmail integration where emails could be turned into tasks within Gainsight.
- One area where there is room for more improvement is reporting. The UI still seems clunky and not as intuitive as it could be. This area of the product could benefit from an overhaul focused on both UI/ease of use and data access.
- Integration with Linkedin is a feature that could add a ton of value for customer success teams, however, it was never reliable and often fired off alerts about org changes that were false.
December 01, 2016
Gainsight is a great company
- Create great challenges
- Help educate us on their motives
- Help us in our marketing goals
- Point system could be better
August 18, 2016
Gainsight - A must for CSM teams
Score 10 out of 10
Vetted Review
Verified User
- Gainsight is all about customer success. The application is versatile to work with most internal processes and use cases.
- The deployment team is very helpful in educating us during the implementation process as well as providing insights and suggestions to help enhance our customer success approach.
- Gainsight also provides great community discussions for all types of users and they are always open for feedback to improve the solutions.
- The dashboard needs some improvement in terms of usability. It is a bit clunky and not intuitive.
- Roll-up reporting needs some enhancements.
July 15, 2016
Gainsight - Game Changer
- Gainsight is the leading voice in customer success. They facilitate and nurture the community discussion on everything customer success.
- Gainsight's deployment team was incredible in educating and guiding us in the implementation process, when our understanding was very fuzzy about how we wanted to manage our clients. Through working with them, we gained a great deal of insight, and things came into focus. They are still doing it today, providing new ideas on how we enhance our customer success practice.
- Gainsight listens to its customer community, taking input from users and incorporating their ideas into product development.
- Gainsight's dashboard needs improvement. It's limited and not intuitive enough.
- Roll-up reporting also needs enhancement.
July 13, 2016
A better sight at GainSight !!
- 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
- Visibility to health of customers
- Communication with customers
- Feedback on product
- Reporting
- Call-to-Actions
- 360 Client Health
- Annual Pulse Conference
- Nurturing Email Campaign based on unique metrics or lifecycle of our clients
- Product Roundtables or local networking events
June 14, 2016
Gainsight - gives you FULL insight into customers!
- Integrations with current systems such as Zendesk, Google Analytics, Salesforce as well as our product's API. Incorporating data from our product's API into Gainsight's MDA has been crucial for our one-to-one success outreaches.
- Easily allows the sales team and engineering team to view (in a very simple interface) the stage of a customer, their requests, and their interactions with our customer success team.
- Gainsight has a wealth of community support and support mechanisms in their organization. I particularly believe that their community site, in which customers and employees can interact based on feature requests or bugs/issues is perfect for an organization in its Gainsight implementation phase that needs direction on certain aspects regarding attaining optimal value from purchasing Gainsight.
- Some functionality is missing such as customization in surveys - this is a big one for us. We may have to use another service in order to compensate for the lack of html and css formatting/styling that Gainsight doesn't yet allow in their surveys.
- There should be additional administrative privileges within Gainsight so that certain people can't access whole pages of the interface such as playbooks or surveys, etc.
June 14, 2016
Foundation To Customer Success
Score 8 out of 10
Vetted Review
Verified User
- A health score using various data sources.
- Calls to Action when there are problems with accounts.
- One-to-many email service.
- Cross object reporting
- Some UI issues
June 14, 2016
Proactive success with Gainsight
Score 10 out of 10
Vetted Review
Verified User
- Transparency for the whole company
- Efficient aggregation of information
- Meaningful management of customer success
- Unique business structures can prove to be challenging but the Gainsight team is right there to help you
- Continued improvements are important, it is not a set it once and leave it
June 08, 2016
Gainsight review from early impression
Score 9 out of 10
Vetted Review
Verified User
- 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.
June 03, 2016
Rocking Customer Success with Gainsight
- Scorecard is excellent. Very well conceived and easy to modify and maintain. This is critical in our efforts to identify churn risk before it happens.
- Customer Service & Support is outstanding. I have found that they people at Gainsight are serious about customer service and act accordingly. This value is critical to us because we share the same value here at Brainshark and want to engage with vendors that are responsive, respectful and want us to be successful.
- Customer 360 view has evolved beautifully. This is truly a 360 view of the customer and becomes the one stop shop for the CSM. In this age where data is all over the place - it is great to have an efficient alternative that helps the CSM do their job.
- On-going development and thought leadership are incomparable. Gainsight is serious about its business and equally serious about its market/industry. I appreciate the leadership shown by them in the customer success space and frequently utilize the best practices and industry content that they put forward. This support goes well beyond the software and service and adds another layer of service and benefit to the customer community.
- One area where there has been improvement and there is room for more is in the reporting area. We still tend to use Salesforce reports for many areas because it is easier to manage and maintain. They have made some gains in this area but reporting would be much more useful with an overhaul focused on both UI/ease of use and data access.
- Gainsight has made tremendous gains in the area of usage data, graphs and exports. But there is still plenty of room for growth, sophistication, flexibility and UI in this area as well. It takes too long in some cases to get exactly the data set the CSM is looking for which decreases efficiency and satisfaction with this part of the service.
May 16, 2016
Gainsight Review
- Score cards--very organized and easy to manage
- Automation
- CTA & Playbooks
- More flexibility on C360
- Semi-automation with CoPilot
- Dashboards