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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
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- 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
(176-200 of 222)Companies can't remove reviews or game the system. Here's why
May 13, 2016
Gainsight Review
- Dashboards
- Scorecard
- Team management
- UI
- Clunky mechanics navigating
- Overall ease of use
May 13, 2016
Early implementation already seeing value
- Being able to manage our customers renewals and be alerted of our customer's renewals has been really fantastic.
- NPS surveys, built on lists that we choose how we segment, has been really helpful.
- As a manager, I get great visibility into the turn-around of core job functions of my individual contributors.
- It's really hard to implement if you don't have clean, accessible data already. Even when you do have your data, learning how to configure your own rules in a reliable way is difficult.
- The UI leaves something to be desired, but I saw a preview of their 5.0 UI today and think that'll improve quite a bit in the near future.
- Licensing is a pain because it requires an SFDC admin to set it up, and no one on my team is an SFDC admin - we're left waiting for the help of Sales Ops.
- User interface.
- Dashboard visulaizations.
- Basic report building.
- Be able to do reporting across multiple tables/objects.
- Usage visualization view to see over time. Today this can only be seen when data is copied over to the Native SFDC stack and only visible in the usage graph which is not available in relationships.
- Segmented view based on user credentials.
May 13, 2016
Gainsight: No better choice!
- Love that it is force.com; easy to grab info from Salesforce and other force.com apps.
- Easy to create reports for dashboards with no report building experience necessary.
- Easy for users to learn and use with minimal training.
- Gainsight is THE leader in the industry.
- We have had a bit of difficulty with data feeds, some self-inflicted, some due to the way data has to be structured to be used for reporting.
May 13, 2016
Gainisight Review After 2 Months of Use
- 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).
May 13, 2016
Ridiculously happy!
- Playbooks and CTAs
- Pattern trends for both renewal and churn
- Trends in usage and likeliness of upsell
- Better documentation on Success Plans
- More office hours
- Updates on what is added into the Vault
May 12, 2016
Customer Success as a Tool
- 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.
May 12, 2016
Streamline your day to day as a CSM!
- 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.
May 12, 2016
How Gainsight Helped Me Ramp!
- 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.
May 12, 2016
Dialed-In Customer Success
- The calculation of health scores based on a highly tweakable rules engine makes spotting trouble points and wins super easy.
- The ability to store notes, client feedback, and Salesforce metrics has greatly increased the efficiency of our monthly CXO calls as we review hotspots and areas of interest.
- The CoPilot feature is AMAZING and is really allowing us to thoughtfully scale up our touch with the clients and control our messaging for consistent and smart client reach out.
- The insight provided in the dashboard has actually eased our CSM's workload, even with an expanding client portfolio. They can be smart and savvy about where they are spending time. They feel more excited about strategically doing their jobs as opposed to just putting out fires.
- Sometimes the processes for setting up dashboards and rules are a bit quirky. Not bad, but not always intuitive.
- We in particular need to have a reporting relationship based on SFDC contracts, not opportunities. At the point the contract is written we need Gainsight to take into account that the CSMs and the renewal team lives in contracts.
- Make report filtering save last filtering and not revert to default if I jump out of the page.
- Help my receding hairline through the dashboard.
May 12, 2016
Gainsight is key to being a successful CSA/M
- Easy to use UX
- Cockpit is the best thing since sliced bread
- Rules engine
- I just attended the Gainsight roadmap and most of the features Karl talked about are ones I've been waiting for like the updated UX in the cockpit.
May 12, 2016
Keep a Pulse on your Customers!
- User-friendly: Not very difficult to learn and use.
- Accurate overview of customer accounts across our customer success department. I like the dashboard and NPS views and reports.
- CTAs - there is a lot of room for error because CSMs often forget to checkmark the CTAs once they're finished.
- Slow loading time.
May 12, 2016
Gainsight Impresses!
- Love the health scoring functionality. It's great at providing a holistic view of your customer's health.
- The rules engine and the ability to customize alerts for risk has been incredible for our CSMs. We can enter data to trigger an alert when a customer's usage drops off, and they are more likely to churn.
- The analytics and dashboarding are great. It's incredibly helpful to be able to set up a subscription to send our executives and leaders information about how their teams are performing at whatever cadence they want.
- More ability to be able to set up different profiles. We currently have several teams with different needs, and it would be great to have the option of customizing the experience for each instead of one size fits all.
- More syncing with Outlook/calendar. Would be great for our CSMs to be able to set up an EBR in Gainsight, and then, have it sync to their Outlook calendars.
- Better organization for reporting, playbooks, rules. It would be great to have some sort of folder system to be able to better organize all the different areas that can get cluttered.
- Central view of customers
- Automate action items
- Organize data from Salesforce so that it is actionable
- Does not integrate with Outlook
May 12, 2016
So far, so good!
- 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).
- Notification of Sponsor changes. This informs us if our champion has changed roles or left the organization.
- Utiization increases and decreases - both great reasons to connect and to continue to have a pulse for our customers' usage.
- Provides one place to include details regarding a customer's health score.
- Adoption has been a challenge for our team. I think there is a perceived challenge with implementing the tool and incorporating into our daily use.
May 10, 2016
Gain INSIGHT into Gainsight
- Customer health. Tracking whatever metric you define as a health score is extremely valuable.
- Automated response and 1-to-many. When you have a hundred accounts, you need a hand!
- Maintaining relationships. Awesome tool to know what contacts are interested in what items.
- Persistent notes. There is no real way to automatically log scorecard notes, etc.
- Access to contacts in Salesforce. Currently need to log into Salesforce directly to edit contacts that don't have roles assigned.
April 18, 2016
A great foundation for your Customer Success department
- Gainsight does a great job at getting you access to the data that you care about. As long as it's in Salesforce, or you're willing to implement a data uploading process using one of Gainsight's data integrations, then the sky is really the limit as far as which data should have what impact in Gainsight.
- Gainsight's online community provides exceptional access to the product team, who pay close attention to the posts and conversations there, and give thoughtful and earnest replies.
- Gainsight understands the importance of implementation, given that they live and breathe customer success all day every day. They are dedicated to solving any problems that you encounter, and make sure that you have a positive and productive experience.
- The interface needs improvement -- it has a clunky feel -- but they're in the midst of a redesign.
- Gainsight does one major release a month, and I haven't yet seen an example of bug fixes being pushed outside of this schedule, which can be irritating in those few situations where there is a bug standing in your way. However, they do a great job of reaching out once that bug *is* fixed.
- Our CSMs could use more comprehensive "how to use Gainsight" content. Since we didn't purchase access to a dedicated Customer Success Manager at Gainsight, there's no one to 'invent the wheel' for how our team should be using Gainsight. We're doing a reasonably good job on our own, but more support is always welcome.
February 25, 2016
Gainsight Insight
- Thought leaders in the field of Customer Success
- Excellent product, with frequent releases, flexibility, and stability.
- Very customer focused Executive Staff
- Our overall time to value was longer than anticipated, largely due to the various data sources we had to get to import into Gainsight.
- Further flexibility in surveying our customers, for additional attributes beyond NPS
- Would be cool to have a canned Net Revenue Retention report that could be added into an Executive dashboard
February 22, 2016
Gainsight Review
- 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.
February 22, 2016
Success with Gainsight
- Monitoring customer success exposure and playbook driven action
- Integrating with SFDC
- Aggregating triggers
- Reporting
- Computing overall risk of an account
- Churn Predictability
- Management Reporting
February 19, 2016
Love Gainsight
- Customer Success - Your EBR process, in particular, is really good.
- Customer scoring
- Custom changes/reporting feel hard/expensive to do
January 08, 2016
One Way to Gain some Insight on your customers
Score 9 out of 10
Vetted Review
Verified User
- 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.
December 26, 2015
Go get Gainsight now!
Score 10 out of 10
Vetted Review
Verified User
- Great Customer Support
- Easy to Use UI
- Great Training Materials
- Simple to Understand Data
December 18, 2015
Tracking Customer Touchpoints made easy
- Cockpit CTA tracking
- NPS visibility