Skip to main content
TrustRadius
Gainsight CS

Gainsight CS

Overview

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…

Read more
Recent Reviews
Read all reviews

Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 18 features
  • Integration with Salesforce.com (204)
    7.9
    79%
  • Automated workflow (208)
    7.9
    79%
  • Customer health scoring (210)
    7.0
    70%
  • Dashboards (212)
    6.7
    67%

Reviewer Pros & Cons

View all pros & cons
Return to navigation

Pricing

View all 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
Return to navigation

Features

Security

This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.

7.1
Avg 8.6

Platform & Infrastructure

Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.

7.7
Avg 8.5

Customer Data Extraction / Integration

Customer data extraction / integration

6.8
Avg 8.6

Customer Success Management

Customer Success Management

6.3
Avg 8.2

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7.2
Avg 8.1
Return to navigation

Product Details

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

Screenshot of Get notified when your sponsor moves with our social media tracker - Sponsor TrackingScreenshot of Get more face time with your customers with 60 second videos - GsnapScreenshot of Automate Calls-to-Action on customer risks, opportunities and lifecycle events, better prioritize tasks with AI-driven priority scoring and follow a step-by-step playbook to deliver a consistent, best-in-class customer experience.Screenshot of Our collection of best practice-based solutions can be deployed within your Gainsight instance to help you move quickly and realize value fasterScreenshot of Design dynamic, multi-step customer journeys that blend human and digital touchpoints to deliver personalized engagement at scale. Analyze data at every step and adjust to each customer's behavior to more effectively deliver the outcomes your customers desire.Screenshot of Organize your team’s activities around your customer's key objectives. Collaborate directly with customer stakeholders to realize their desired outcomes and demonstrate how your efforts translate to results.Screenshot of Empower your team with a single source of truth for every customer. Consolidate data from multiple sources and design tailored 360 layouts for every stakeholder to see relevant data quickly and take action.Screenshot of A central location to automatically log correspondence, capture contextual information on person-to-person interactions, and easily understand a customer’s history.

Gainsight CS Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Security

Frequently Asked Questions

Totango, ChurnZero, and Strikedeck (discontinued) are common alternatives for Gainsight CS.

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

Consumers0%
Small Businesses (1-50 employees)10%
Mid-Size Companies (51-500 employees)60%
Enterprises (more than 500 employees)30%
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(446)

Attribute Ratings

Reviews

(51-75 of 222)
Companies can't remove reviews or game the system. Here's why
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Tracking customer health and adoption and assessing customer risk
  • Communicating effectively to your customer base at a large scale
  • Creating success plans for each individual customer
  • The relationships module is not fully developed and has not worked well for our organization
  • Reporting is powerful but can be a little clunky at times
  • Mass email communication had issues early on, but most have been fixed at this point
Colin Burns | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
  • Roll up reports across the entire organization to glean insights that can be sent to other departments.
  • Track and triage big moments in a customer lifecycle.
  • Create tasks for Success Managers to mitigate a customer heading down the path of churn.
  • The Reporting module is only intuitive if you have extensive training on it, not even for someone who works in the SaaS space or is a heavy user.
  • Creating manual tasks within CTAs can be very time consuming. It is best if everything rolls of a Playbook.
  • The email notifications come in - at best - a daily digest.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Communication: Gainsight makes it really easy to track emails sent through the system in one place.
  • Process: We can hold our people accountable with CTAs.
  • Survey/NPS: Gainsight makes it really easy to create/track surveys. We never really surveyed our clients like this and it's nice how it is tied to each account.
  • Health Score Cards: We're able to set up parameters on what is a "healthy" client, which is very helpful.
  • Journey Orchestrator: The UI for creating emails is painful and very outdated.
Jason Chan | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • The cockpit function which uses the "Call to Action" function is really useful in ensuring we track engagement with all our clients
  • The health scores are useful to identify potential churns and we can take remedial actions to address them before the renewal date
  • The newly added timeline feature is useful for tracking key activities with clients
  • For the timeline feature, I wish there was a easy way to download a single report highlighting the key activities done with each client
Christian Falkenberg | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • All customer data in one place
  • Strong rules engine to automate stuff e.g. tech touch management
  • Easy administration
  • Usability
  • Good interface with Salesforce as CRM system
  • Some standard objects/functions are to static e.g. NPS feature - but you can always create your own views
  • No interface with other survey tool, but I heard this is on the roadmap
  • Sally Slack bot seems to be useless, at least for us. You get a faster summary by using C360 view
Bill Phillips | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Prepares me from an executive perspective when I am about to enter into a client meeting and I can pull up the history on my mobile app. Everything including history is at my fingertips.
  • Dashboards that allow me to see what is going on in my portfolio and allows me to be proactive and get out of the rat race.
  • Share information internally and externally to hold everyone accountable and maintain transparency.
  • Success plans can be more pleasing to the eyes and user intuitive.
  • Email automation - however we are receiving this in the next month and am excited to leverage it with timelines!
  • Being able to enter CSM assessment from the timeline and show real time in the scorecard. I believe it is coming soon!
Shawn Hilditch | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Great at integrating data sources and creating dashboards and C360 pages to view information
  • Automating customer outreach and customer communication
  • Enables proactive outreach and responses to positive or negative trends in usage, support or financial data.
  • The ability to create joins between data tables (MDA) could be better, today it requires rules to supplement data
  • There are numerous ways to implement Gainsight objects, takes some learning to know which way will work best
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Bionic Rule Capabilities -- Rules engine is extremely powerful. The way I look at it is as if it's a bonafide ETL tool living inside a workflow management tool. Through rules you can put together powerful queries that really makes your workflow management great.
  • C360 -- Gainsight excels at being able to bring in all sorts of data into one place.
  • Call to actions - Through the rules engine call to actions can be incredibly specific so we can target any point of the customer lifecycle with strategic ctas based off our data.
  • I think that reporting functionality is getting there. Inline calculations would be a huge improvement. Filtering on Aggregated fields also would be nice.
  • I think being unable to edit programs once they are on is very concerning. Why can't participants be brought in under some sort of logic, then we can edit and tweak as we iterate upon our first program?
Garin Landry | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Derived a customer health score. Helps give visibility into every account in one place.
  • Pushes Proactive Calls to actions to the appropriate people to act one.
  • Pushes tech touch automation based on triggered events for the "long tail" customer segment.
  • The rule writing is not super intuitive. Would be nice to have it more of a click build that did not require so much technological administration of the tool.
  • Pulling in the basic customer data, and deriving a basic heath score should be more out of the box and simple to do so that customers can get value quicker without having to get services involved.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • More and more prescriptive. They've invested a metric ton in a body of content that you can leverage inside your business to evangelize customer success as a stand-alone domain.
  • Forgiving services model. While structured around an SOW, they're flexible and focused on success.
  • Community. It's rare to see a company their size spend so much time on events, but it's a rewarding investment on their part and your part - you do meet and learn from the people who are good at this, and they do a great job facilitating.
  • Prescriptive business applications ecosystem. A point of view here, and content around that, would be a huge win.
  • Prescriptive career tracks. Given customer success is a new domain, a lot of the first generation came out of customer service. The new generation is coming from other places, and forging that ground is hard solo.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Automated outreaches - allows for being able to scale.
  • Calls to action - allows for the use of automation to monitor data and create actionable items based on the data; scalability.
  • Reporting- allows quick/easy access to reporting on customer health with automated, actionable items.
  • The backend setup of Gainsight is not that intuitive.
  • Email formatting is difficult
  • Would like to see rules setup in a template to choose from
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • One location for all CS work
  • Flexible reporting and easy to configure dashboards
  • Native integration with SFDC
  • Ginsight is a great product but needs more help to cope with the complexity of an on-prem multi-product enterprise company.
  • Would be great to be able to access Gainsight independently from Salesforce
  • The functionality to share dashboards to non-GS users is a great idea and would be really good to see more development in upcoming releases in terms of ways to share the dashboards and making the usage smoother, especially for bigger data sets
John Applebaugh | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Gainsight makes reporting from various data sources very easy and intuitive. It is easy to generate reports on-the-fly and add visualization before publishing to a Dashboard. It is also easy to re-arrange data to make it faster to create reports or generate contact lists to use for outreaches.
  • The Rules Engine is a powerful tool for generating Calls to Action as well as being able to update fields on account records.
  • The Program function in Journey Orchestrator allows us to send a variety of email communications especially with multiple message variants and if we need to send follow-up emails automatically or create a Call to Action for the CSM.
  • The shareable functions of Gainsight - Share 360, Success Plans - are really great features for being able to provide additional value to customers and provide them insights into their account and usage.
  • Timeline is so much more robust than creating activities or tasks just within CRM. Timeline provides a way to track meetings and other events, add multiple participants, and even create follow-up tasks (CTAs).
  • The Support from Gainsight as well as the Community has been very important to helping us get the result we want quickly.
  • It would be helpful to have more integration with email and calendar applications so that email could be sent from within Gainsight from any email within Email Assist (CTAs), or CSM calendars could sync to the Timeline function on the C360 view.
  • Reporting is a great feature but it could be more aligned with how we can build datasets within Rules Engine or Program queries (bionic), allowing us to combine data from different sources without having to create a new data table to query.
  • Folders, folders, folders - we build a lot of email templates, outreaches, and rules, and there is currently no way to organize these so it just becomes a giant list that has be queried to find the one item you want to work with.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Very deep integration possibilities with SFDC allow highly sophisticated business logic and rules to be constructed.
  • Pulling together of lots of disparate sources of information into a unified view is a substantial time saver and allows clearer 'big picture' context.
  • Creation of dashboards that present lots of reports in a single view allows for quick analysis.
  • The Program feature is complex to manage and counter intuitive in certain areas. A simple revision requires the whole program to be cloned and a new version created.
  • Greater customisation around the report presentation would be useful, such as the colours used - sometimes it is hard to see.
  • Better slicing and dicing around NPS (by region, team, etc) as far as NPS score is concerned. Out of the box you just get a global value.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Integration with Salesforce.
  • Mass communications made and tracked with ease.
  • Flexible Health Scores!
  • Timeline is great, but quite silo'd.
  • Would love to see a widget that allowed timeline/notes to be taken outside of the platform. Gainsight Sally for Slack is useful but it's a tool many sign-out of in a meeting environment.
November 30, 2018

Gainsight Review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • The timeline feature allows you to create a diary within a customer's profile and you can easily distinguish what each entry is e.g call, meeting. You can also say if that call was positive or negative, how long it took and who was on the call internally and externally.
  • Gainsight connects back to SFDC and all activities are logged so there's no need for anyone to have access to Gainsight if they're not going to proactively be using it.
  • The cockpit allows you to segment your to do list for today, tomorrow, next week, month or year!
  • Needs an App
  • Needs more reporting features
Jo-Anne Mann | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Ability to create strategic dashboards
  • Centralisation for accounts and a link with Salesforce
  • Reporting ability
  • Sometimes it appears a bit clunky - not sure if it is the volume of information or it's our system at fault
November 30, 2018

Gainsight Review

Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Allows us to the ability to track any and all escalations a customer might have
  • Helps us keep an accurate temperature of customer status, by simply looking at the acct we can gauge if the customer is referenceable or not
  • Helps track NPS score for our clients
  • Wish we had the ability without having to push a refresh button to update directly into SF
  • Activity History
Ben Michael | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Mass email automation. We have been able to better scale our business , while still engaging with customers, through the use of Gainsight.
  • Process automation. I have been able to stay on top of our data and and efficiency goals via the use of Gainsight. We have also been able to add and improve some of our offerings via the capabilities of Gainsight.
  • Documentation. They have improved in the volume of documentation recently, but the search-ability and usability is still lacking. I know the features are there, but it is sometimes difficult to understand how to use them.
  • Product Usability. Again, like documentation, the product is immense. I just wish it was more naturally intuitive. I like to compare software to the Apple platform. They are the pinnacle of user-friendly. I think Gainsight could learn a lot about the simple, yet powerful, framework of software like Apple's.
Carlos Gonzalez | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Gainsight provides a large team with a consistent playbook of tasks that result in a consistent operationalized customer experience. IF an organization is seeking the same high quality experience for customers from Toronto to Tempe they will appreciate the calls to action that present tasks for their team members and the dashboards that allow the team management to have insight into the programs success.
  • Along with a phenomenal product, the Gainsight team members are great business partners for success. From the regular meetings to share best practices to the partnering to integrate their solution with others, they are great business partners.
  • Gainsight delivers on its product road map. If you have an opportunity, watch a Karl Rumelhart product road map presentation to see the direction of Customer Success!
  • I'd recommend new Gainsight users keep initial configurations simple to allow focus and faster ROI. Many users, my own instance included can grow quickly to try to accomplish too much. Controlled quality growth, and product configuration scope, would be a good mantra to keep in mind.
Eve Belanger | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Health Score 2.0 - being able to bring in data points from different technologies to gauge health of a customer and of our customer base
  • CS360 - A consolidated view into all important areas of an account - from contract details to health to usage stats
  • Timeline - Finally one place to capture notes pertaining to an account/customer.
  • Maintaining integrations, it can be tricky to pinpoint where an issue may lay (within the data coming in, within Gainsight, etc)
  • It would be great to have warnings - like say if a SFDC admin changes a field that we bring into Gainsight that could potentially break something - it would be nice to have a warning email notification
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Gainsight does an excellent job of listening to product feedback given through their Community, implementing those changes when they determine they are a need for many customers, and then informing users that the changes have been implemented.
  • Gainsight is an excellent tool for automating lifecycle communications with customers while still maintaining a personalized touch, thereby allowing us to scale our operations.
  • Gainsight has a good lineup of integration options to allow us to bring all of our customer data into one place to have a unified customer record.
  • Gainsight could do a better job of allowing for one-off exceptions. It does a great job of helping to address the needs of the majority of our customers, but when one customer's needs create a special use case, it is rather difficult to make adjustments for that one customer.
  • Editing programs created through the Journey Orchestrator is very difficult. Sometimes we need to make a small change to the criteria of a program after we have already started running it, but we can't do this without ending the program, cloning it, and starting an entirely new program.
James Whitehead | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Customization of tools. It's an extremely powerful tool to implement your client success operations strategy and increase retention.
  • Client support is very fast to respond to inquires.
  • The Gainsight Vault and Community are both instrumental in learning the platform and enhancing your strategy.
  • Gainsight has a very steep learning curve.
  • The unique terminology of Gainsight can be a bit opaque as to what a particular piece of data represents.
Jeff Saunders | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Creates and manages CTAs for all your CSMs to plan their day/execute on your customer success engagement strategy.
  • Provides you with usage/engagement reporting on all of your customers.
  • Establishing segments within your customer base.
  • Helps power your customer lifecycle stages
  • Integrates well with usage data from external systems like RedShift, etc
  • Tough to pivot if something changes within the application
  • Not easy to implement if you aren't well versed in SFDC administration
Return to navigation