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…
Gainsight CS - Still the best CSM Tool Out There
Strategic Services review of GS
Gainsight: A Robust and Customizable Platform & Great Partners to Help you Drive Success
Great Tool for Customer Success
Gainsight is worth all the hype.
Highly Recommend Gainsight for all CS Organizations!
The gold standard of CS platforms.
Gainsight is the CS Tool that I would Recommend for any organization looking to improve automation.
Gainsight is the future of customer success
Long time Gainsight CS user, and I'm still a fan years later!
Success with Gainsight
Helpful for understanding customers and gauge their health
Gainsight for Customer Success!
A good way to help your organization see more with your customers
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
- Integration with Salesforce.com (204)7.979%
- Automated workflow (208)7.979%
- Customer health scoring (210)7.070%
- Dashboards (212)6.767%
Reviewer Pros & Cons
Pricing
Subscription
$2,500
Entry-level set up fee?
- Setup fee required
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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.
- 7.1Role-based user permissions(164) Ratings
Permissions to perform actions or access or modify data are assigned to roles, which are then assigned to users, reducing complexity of administration.
Platform & Infrastructure
Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.
- 6.9API(122) Ratings
An API (application programming interface) provides a standard programming interface for connecting third-party systems to the software for data creation, access, updating and/or deletion.
- 7.9Integration with Salesforce.com(204) Ratings
The software can integrate with Salesforce.com bi-directionally, allowing for data syncs, activity alerts, campaign triggers, enhanced reporting, and lead assigning.
- 7.7Integration with Marketo(49) Ratings
The software can integrate with Marketo bi-directionally, allowing for data syncs, activity alerts, campaign triggers, and enhanced reporting.
- 8.2Integration with Eloqua(19) Ratings
The software can integrate with Eloqua bi-directionally, allowing for data syncs, activity alerts, campaign triggers, and enhanced reporting.
Customer Data Extraction / Integration
Customer data extraction / integration
- 8.5Product usage(194) Ratings
The software integrates with your application to track how customers are using your product.
- 5.2Help desk / support tickets(165) Ratings
The software integrates with your support desk and call center systems to track each customer’s support needs and activities.
Customer Success Management
Customer Success Management
- 7.9NPS surveys(170) Ratings
The software facilitates the creation and execution of NPS (net promoter score) surveys, and integrates the results within each customer’s profile.
- 4.6Sponsor tracking(160) Ratings
The software alerts you when a sponsor or admin user changes roles or leaves the company. The software may track this through LinkedIn integration or changes in the user record in your product.
- 6.2Customer profiles(194) Ratings
The software unifies and presents all customer data in one place, so customer success managers can track the health of each of their customers.
- 7.9Automated workflow(208) Ratings
The software allows you to set up automated actions, alerts or tasks to be triggered by particular changes in customer data.
- 5.1Internal collaboration(195) Ratings
The software allows members of your team to communicate and leave notes about any customer issues.
- 7Customer health scoring(210) Ratings
The software allows you to build rules for scoring customer health based on customer data and actions, much like lead scoring for marketing.
- 5.2Customer segmentation(177) Ratings
The software allows you to segment customers by particular attributes, e.g., onboarding customers vs. legacy customers.
CSM Reporting & Analytics
Reporting & Analytics specific to customer success management
- 6.9Customer health trends(197) Ratings
The software allows executives to view customer health trends over time.
- 7.1Engagement analytics(174) Ratings
The software allows you to track and report on how your customer base overall is using your product to surface insights such as how feature adoption correlates with customer retention.
- 7.9Revenue forecasting(107) Ratings
Based on customer health trends, churn rates, etc., the software can predict revenue.
- 6.7Dashboards(212) Ratings
Users can create, customize and share dashboards, which provide an overview of the most important metrics.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
What is Gainsight CS?
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
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
Compare with
Reviews and Ratings
(446)Attribute Ratings
Reviews
(51-75 of 222)Gainsight is a thought leader and has the best software in the customer success space!
- 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
Optimize your CS business with Gainsight
- Overall customer health scoring and tracking
- NPS and CSAT surveys and reporting
- Call to Action (CTA) Automation
- Configuration can be tricky with self-service
- Reporting and insights could be more advanced
Gainsight saves the Customer Success puzzle
- 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.
- 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.
Gain productivity with Gainsight!
- 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
- 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
Gaining Momentum with Gainsight!
- 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!
Become more proactive with your Customer Success Teams
- 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
Wide range of capabilities!
- 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?
- 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.
Go with the obvious market leader in customer success
- 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.
Gainsight - Great for automation
- 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
Benefits and Opportunities for Improvement with Gainsight for an On-prem Multi-product Company
- 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
Gainsight made our lives easier and happier
- 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.
First 6 months with Gainsight
- 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.
Gainsight is a really useful customer management tool
- 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.
Gainsight Review
- 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
- 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
Gainsight Review
- 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
The powerful tool that is Gainsight
- 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.
Keep your fingers on the pulse of your customers with Gainsight
- 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.
Gainsight Takes the Guessing out of Customer Success
- 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
Gainsight - Consolidated Customer Insights
- 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.
(Almost) One Year as the Gainsight Administrator
- 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.
My insights start with Gainsight
- 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