TrustRadius
https://media.trustradius.com/product-logos/T3/KI/JVECOPT0CJWO.PNGGainsight: I dig it!Our client success management team uses the full license and our account management team has access to the salesforce account window.,Rules engine & Journey Orchestrator are great UI is easy on the eyes Dynamic reports are helpful Error messages are actionable Bringing in data from our product is working well,360 takes too long to load. Journey Orchestra has to be cloned and can't be edited once created. would be easier to be able to make edits in existing programs. would like to add a new Customer Status in addition to active, inactive, churn.,10,9,I don't know specifically but we have build dashboards for them.,I'm just the admin. Hopefully Sarah Kokin from CSOD will provide specifics.,Salesforce, Cornerstone internal tool, Splunk that I know of. We use utilization data from our product to trigger CTAs to our CSMs to take action.Gain productivity with Gainsight!Gainsight is used extensively by the Customer Success team in my company. It is useful to track health scores of clients and to identify potential churns due to various triggers. The cockpit function was really useful in getting us to reach out to clients in a timely manner for business updates.,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,8,4,Visibility into customer accounts is very important. The executives in my company have various dashboards set up to track different client metrics as well as financial statistics.,With Gainsight, our retention numbers are maintained at well over 90%. Gainsight has made me more efficient with my work process as I can get an overview of what's happening with all my clients at a glance. Any red flags that are triggered allow me to take proactive actions and clients are also appreciative of that.,Salesforce is connected to Gainsight.Great tool for Customer Success Management - fun to use and administrateWe are using Gainsight in the Customer Success Management Team to manage all our customers and to consolidate the data from all different systems we have to get the full picture of our customers. We are using Salesforce as CRM system, so Gainsight was our final choice because of ease of connecting both.,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,10,10,We haven't done anything in this direction yet, but we wanted to introduce Sally (Slack Bot).,Boosted employee efficiency and reduced churn Improved transparency in Customer Success team Improved customer insights Faster and automated customer onboarding,Totango,We connect Salesforce and our own Business Process Management software to have usage data. And we use Amazon S3 for other data sources. At the moment we are testing to integrate Jira to also have all support cases in Gainsight and enhance our Health Score with that information (e.g. open cases, critical bugs).Gaining Momentum with Gainsight!Predominately addresses issues with Customer Success teams and Sales through Salesforce.Address:Data issuesCustomer Engagement@ Risk AccountsLevel of engagementAdoptionfor starts plus more at our finger tips,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!,10,10,Extremely important. Our Execs leverage our Dashboards and drill down if needed. Every once in a while a customer will call our CRO and he will look into GS and have all info at his finger tips and doesn't need to track down people.,Retention visibility Renewals Advocacy Whitespace and expansion,,SFDC, Infulitive, MS365, NetSuite and Oracle. This data integration is very powerful and if we didn't have it GS wouldn't be useful to us. The ease of use /integration is phenomenal.,Yes,Product Features Product Usability Analyst Reports Third-party Reviews,We wouldn'tBecome more proactive with your Customer Success TeamsOur Customer Success and Account Management teams use Gainsight to have a single view of the customer. We have data feeding into Gainsight from Zendesk and Jira, Zuora (financials), project management/implementation systems and our customer platform (usage). Rules are built to create period over period metrics of all of this data and alerts are created via CTAs where needed and many reports to monitor this data. We also utilize surveys and programs to keep in regular contact with our customers.,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,10,10,We've created numerous executive dashboards as well as the Slack integration so that executives don't have to make the "fire drill" calls to get updates on customers before meetings or when they get calls. The information they need is readily available and allows them to have more deeper conversations with clients that they would have had before.,Customer retention and satisfaction have definitely increased, unfortunately due to some other circumstances the numbers don't tell that story. But we see the results in our survey data, 25% improvement year over year in NPS scores. CSM have a much more strategic role with customers now, they've transition from being more Support oriented to being focused on client partnership, working on regular basis to help customer cut cost and improve operational efficiencies using our platform We have a much deeper insight into how our AMs and CSMs are managing their accounts, their activities, CTAs and program reminders or tech touch emails.,Totango and Amity,We received data from: ZendeskJiraZuoraQuickBaseCustomer Platform We are not pushing data to any other system other than Salesforce at this time. We have rules to create metrics from all of this data and our workflows, programs and CTAS are based of positive of negative changes in this data.Gainsight the tool the creates and help build cross-funtional Customer Success.It is being used across the entire organization from Sales, Success, Renewals, and Project Management. It addresses ability to create a playbook for different life-cycle, risk, or expansion events based on quantitative data.,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.,10,9,Executive leverage Gainsight for quick customer health updates. They also use it to see what the latest is on any account.,We have not started realizing value at this point that is measurable since we are still working on rolling it out and enabling users.,Totango,We have one of our products admin systems pushing usage data directly to Gainsight. Gainsight is also retrieving usage data .csv files into the S3 from another one of our databases. lastly it is integrated with SFDC.New user and happily getting acquainted with the system and its valueWe purchased Gainsight so we could have a central repository for our client accounts. It gives us good metrics to report and allows us to manage accounts, upsells, renewals referrals and more. It is used day to day operationally and for senior management reporting and action.,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,9,9,Very important and with the dashboards it allows us to give them the level of clarity required. Then if they feel necessary they can drill down.,Increased upsells opportunities More defined account health management Better management of the renewal process Increased throughput of tasks for clients Quicker to identify risks and customer retention has improved,,Coming in: SalesforceZendesk Going out - nothing so farGainsight Takes the Guessing out of Customer SuccessGainsight is being used today primarily by the customer success team. We also have users that sit in leadership and some key stakeholders within the sales organization. For CS, we use Gainsight to give us proactive insights and suggested tasks to serve our account base. We also rely on it heavily to provide each customer with a health score using data from our application, Pendo, Nudge and our BI. We have weighed out the data coming into Gainsight from these applications to provide us with a holistic view of active relationships within the account (to avoid being single threaded), adoption and value realization. These data points inform our overall health score, which I can confirm give us an accurate view into which accounts are at risk and also helps us identify opportunities. The CS360 is invaluable to our team. This is where we will go to prep for a customer call, capture meeting notes/risk/opportunities in the Timeline. Our usage of Gainsight has helped make us a very high functioning team.,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,10,9,Extremely important for our executives to have visibility into an account. Our executives meet regularly with executives in our customer accounts and visibility into the information Gainsight holds is very important. They all use Gainsight Sally quite a bit on the road for quick insights. Gainsight is also very helpful during conference season when running into a customer unexpectedly and needing a quick download on what has been going on with the account recently.,Gainsight has helped us achieve our quarterly renewal targets consistently for the past 2 years Gainsight has helped us achieve our upsell targets quarterly Gainsight has helped us know our customers - which is actually one our team's values.,,SFDC, Pendo (for usage insights), Gooddata - for feature usage insights, Nudge for relationship data. All flowing into Gainsight. We also populate the CS360 as a widget in SFDC.(Almost) One Year as the Gainsight AdministratorGainsight is being integrated across our organization as the hub for all client facing actions and communications. Our goal with Gainsight is to increase client retention.,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.,10,9,We have executive dashboards that show health scores, outstanding tickets, and client lifecycle stages.,Unifying and stremalining our internal alerts to our CSMs. Unifying our messaging to our Clients on behalf of our CSMs NPS alignment workflow between Client Success and Product.,We integrate Gainsight with Salesforce and utilize both the Gainsight API and the S3 bucket for data ingest. Right now we're still building out functionality, so system cross functionality is very limited.My insights start with GainsightGainsight is used by our organization to help measure customer engagement, proactively mitigate risk within our subscriber base, track renewals, and much more. It's leveraged by our customer success organization for the most part, and our customer 360 data is shared with our sales team. The data that Gainsight provides us with is bubbled up to our VP of Customer Experience and the data is also shared with our executive team. We take customer success very seriously here and most of the data displayed within Gainsight is shared at all levels of our organization.,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,9,10,Our organization requires customer reporting for all facets of our business. Customer success metrics help the executives understand where there is risk, where we are under pacing on time to value, and where we have risk in our customer base. We provide the executives the reports directly out of Gainsight to help them understand these metrics, and using the software makes it very easy to get a day/month /quarterly view of the business.,Gainsight has helped us maintain our high customer renewal rate. Gainsight has helped in increasing the effectiveness of delivering onboarding for our customers. Gainsight has helped make our CSMs more efficient in their day to day operations, and increase our coverage for QBRs across all our many customers.,Totango,Salesforce - Account / Contact Data RedShift - Referencing usage data from our database Zendesk - Support Tickets TaskFeed - Project Management Milestones / Launch Periscope - Usage Data from DatabaseGainsight is a solid tool for everything customer success and beyond!We implemented Gainsight in April of 2017 as we had no real CRM for our client services team. Since then, it is now our single source of truth for all things customer success related. We are able to track a client's lifecycle and understand their entire journey including opportunities for risk or improvement. We are still in the beginning stages of rolling out the entire system, but we definitely are seeing much more visibility on a client services department level and as a company as a whole.,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.,10,10,We are still building out revenue associated information in our system as our pricing model is unique. Executives have a vested interest in building out this functionality. However, our VP of Client Services loves the dashboards, especially the survey responses.,Boosts employee efficiency: We are able to create playbooks that explain exactly what we're looking for our CSMs to do. Communication: As a software company we have to constantly keep our clients updated in real-time. Gainsight has made it easier to see if clients opened/received certain communication.,We just implemented Zendesk and this integrates with Gainsight very well. We no longer have to import the case information, that data flows over automatically. We also use Google Analytics which is huge for us.Go with the obvious market leader in customer successGainsight is leveraged across our professional services group, our customer success management group, and our sales group - primarily inside sales. The tool is our primary means of aligning those three customer-facing organizations to coherent motion to first and foremost retain customers, then, as a secondary goal, expand in those accounts. Gainsight also serves as a targeting mechanism for our customer marketing group.,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.,10,10,Together, our leadership team - directors, VPs, C-Suite - count is 34 people. Each of them is in Gainsight or receives weekly updates out of Gainsight. Our services group conducts weekly account reviews with the front line folks. Sales receives automated triggers to direct their motion to opportune accounts. This goes into our board reporting.,2-5% uptick in retention $500k in additional ARR directed with GS A data-driven culture,Strikedeck and Totango,In: Each of our product lines. Salesforce. Out: Marketo, WalkMe. This lets us surface threats and opportunities and action them with humans and with email and in-app messaging.Gainsight - Consolidated Customer InsightsWe primarily use Gainsight in our Customer Experience department, but we are working on expanding our usage across the organization. We use Gainsight to monitor our customer health and product usage, to work through projects with customers such as implementation, and to keep a record of all interactions we have with customers.,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.,10,4,Our executives do not have access to Gainsight and do not use it in any capacity. We have created an executive dashboard that is shared with them, but they do not look at it.,Gainsight has helped us to scale our success operations to become much more efficient. While our customer base has grown exponentially, the Success team has not needed to also grow exponentially because of the scalability Gainsight affords us. Gainsight has also helped us to improve our visibility into customer usage data. Before we used Gainsight, we had no idea how our customers were actually using our product. Being able to track this information in a single place that is visible to our CSMs has allowed us to better understand customer behavior.,Totango,We have connected our internal customer record system to Gainsight, as well as Salesforce and our support ticketing system. We also have a system that monitors product usage that feeds into Gainsight. Gainsight sends information into our analytics tool that helps our analysts to understand what is going on with customers. Having the data all housed in Gainsight helps us to operate much more efficiently because we only need to go to one place to learn everything we need to know about a customer.Gainsight: the best in class!Gainsight is currently used by sales (customer success) and piloted by some account executives. We use it to predict the customer health and renewal activities.,Call to Actions Health scores Reporting and Dashboards Email Surveys,Inability to integrate with Outlook and Gmail Sending tabular reports via email Ability to mark certain timeline notes as favorites,10,10,This is extremely important. The executives use gainsight viewing license via Salesforce widget and dashboards to drill down the data. Find opportunities and predicts where care is needed,Increased the frequency of surveys due to ease and flexibility Tracking up-sell opportunities Employee efficiency for tracking renewals Health scores Collaboration,ClientSuccess, Natero and Totango,Currently only Salesforce but we plan to integrate with Atlassian and Netsuite.Great tool for account managers and client success managersWe use Gainsight to monitor the use of our software by clients. This helps us uncover potential upsell opportunities and, conversely, determine how likely an account is to churn. It also allows us to schedule CTAs that prompt account manager's to reach out to clients at regular intervals regarding usage and renewals.,Visual -- at a glance you can get a complete snapshot of the account: their usage, activity, and how likely they are to churn. This provides opportunities for proactive outreach. CTAs -- a very well designed system that allows you to create CTAs around renewal dates, data usage, survey responses, and prospect outreach. Automation -- Gainsight allows you to send out automated emails based on a client's usage. It allows you to customize several different features and review before sending, which is helpful for AMs when managing a large book of business.,No ability to filter CTAs by type. Parameters for setting up automated emails can be restrictive at times.,8,9,Visibility into customer accounts is extremely important for executives as it helps them project revenue, see where the product needs improvement, track potential upsells, see how the clients are segmented, and track the outreach efforts of account managers.,Identify clients that are likely to churn and prompt the AM to proactively reach out, leading to improved retention. Uncovered accounts with upsell potential based on usage. Improved employee efficiency with CTAs. Increased NPS score.,Salesforce Lightning,Tableau, the software product itself, and Salesforce. This allows us to get a 360 understanding of how our clients are using the product and allow AMs to be more efficient and better manage and grow their accounts.Gainsight is a thought leader and has the best software in the customer success space!My organization relies heavily on Gainsight across many customer-facing departments and with our executive team. It provides visibility into our customer base and helps us to assess our risks. We also use it to increase adoption across our customer base and ensure that we have a plan in place for each individual customer.,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,9,9,Our executives are very customer focused and need high visibility into the health of the customer base. They leverage the executive dashboards and other reporting within Gainsight on a weekly basis.,Increased our visibility into the overall health of our customer base Helped us to scale our CSM team as customer base continues to grow. We were able to launch a 1:many CSM program because of the tools within Gainsight We have increased our net retention as well,Salesforce, Eloqua, and we are hoping to integrate Learncore in the future.Optimize your CS business with GainsightWe use Gainsight to help streamline the operations and visibility of our Customer Success and People Science organizations. Our CSMs as well as our renewals and consulting teams leverage Gainsight for the most up to date customer information including what products and services have been purchased, overall health related to adoption, renewal and engagement and for NPS and CSAT survey feedback. Overall health results are shared with the Executive team on a weekly basis in a push report from Gainsight. It is the primary platform leveraged by my Customer Success organization.,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,10,7,Very important. We have a weekly report that is pushed to the E-Team in order to ensure transparency in customer health and what action is being taken. The information is used to help prioritize product and engineering work as well as executive time on accounts that are at risk.,Centralize and streamline CS work and customer visibility; we have gained at least 20% efficiency improvements and are working toward much more by aligning with Gainsight's best practices,Salesforce, Zendesk and high level usage data. Helps pull together the full customer health picture. We do not share data from Gainsight to other systems currently.Wide range of capabilities!We use it for client development and some expansion work. We have an administration team that channels configuration. While this is happening we monitor the lifecycle of a customer as they progress throughout the various buyer stages. Using what we find out about the lifecycle internally, we try to effectively transform that to actionable items. This can be in the form of CTAs, dashboards, whatever.,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?,9,10,It depends - I wouldn't say we really have broken the surface on executive level dashboarding. This year we did alot of high level management dashboards but that is just the beginning. As of now, I would say the visiblity is extremely important especially in a SaaS environment. Gainsight, as a true sales support tool, can do this very easily for our sales leaders. They are able to slice and dice depending on their business unit/region/territory, whatever it might be. They can track opportunity performance through reports and the integration within salesforce as well as track rep performance.,Efficiency is one of the main marks that we know is a big ROI point for us. Retention is still unknown. - Too Early. Upsell still unknown. - Too Early.,1. We have the main salesforce connection. This is ultimately where all the data gets stemmed through, no matter the source. 2. Financial and billing systems have been connected through salesforce and ultimately into gainsight for consumption 3. Product Usage data comes from our Big Data Lake into our data warehouse and through salesforce as well. - Provides us true usage of tailored metrics that we saw best for the business. How does it impact workflow? Greatly impacts it positively. We can now use it as a basis for our rules, allowing our rules to be hyper specific.Gainsight - Great for automationWe are currently using Gainsight for all levels of our customer journey. Gainsight and the outreaches/advanced outreaches have allowed us to scale via automation. It also allows us to deliver that "just in time" approach to provide resources. We are also using Gainsight for renewal automation as well.,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,9,7,With the system we have in place, this is becoming more important. We haven't started with executive dashboards yet, but, that will most likely change in the near future; especially if we move to slack and can leverage Sally.,We have used Gainsight to increase our NPS score via automated customer engagement. This also appears to be driving growth for existing customers for our SMB line. Our NPS has more than doubled over the last 12 months.,,Salesforce. Other data will be loaded via S3. Just about all of our workflows are based on data pulled from Salesforce.,30,3,Automation Customer Health Reporting,Automating renewals for Enterprise and SMB accounts Automating renewals of critical 3rd party products that our product relies on.,Automated QBR's,9,No,Don't know,5,Online training Self-taught,6,Not that easy. Time consuming.,7,Yes,Yes,No,5,,7Benefits and Opportunities for Improvement with Gainsight for an On-prem Multi-product CompanyGainsight is being used by the customer success managers in the organization to provide them with a 360 view of their customers and to help them streamline the CS processes (i.e. customer onboarding) and document key customer interactions, success plans, risks and opportunities for account growth.,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,9,9,Executives are involved with direct customer visits and the main benefit they pursue with Gainsight is the ability to have a view not only of the overall business situation, but also to easily drill down to separate accounts and understand what is going on. Unfortunately, the C360 and R360 are not fully suited for this in our case, because of the complexity of the account structure. Therefore, we have leveraged the reporting and dashboard functionalities as this allows for more flexibility to help us mitigate the issue. Nevertheless, the ability to provide executives with structured live data on all accounts is a great outcome that can be achieved with Gainsight.,We have increased the retention rate by automating the customer onboarding process and reducing the time to value for the customers Employee efficiency and collaboration has been increased as now CSM resources carry more accounts. Upsell has been increased in the mid-market accounts, as now CSMs have better view of their customers' information.,Apart from SFDC, our support database has also been integrated to Gainsight. The ability to integrate various data sources is very important for a true 360 view of a customer, especially in bigger companies using a wide variety of systems.First 6 months with GainsightWe are using Gainsight globally within our Customer Success Management and Account Management functions. It is designed to address all classic CSM requirements, fundamentally to operationalize and standardise our methodology to support growth.,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.,8,6,We typically produce executive packs based off of the data from within Gainsight, not necessarily so much that executives are accessing Gainsight directly, outside of our Customer Success Group function.,Our NPS has increased, both in terms of collection volumes and the average score. We've also improved the general quality of our data within our CRM as we're able to spot inconsistencies and gaps much easier. Our CSMs have expressed greater levels of satisfaction in being able to manage their portfolio.,,SFDC, bi-directional data flows.Gainsight ReviewGainsight is being used by the CSM team within the customer success department. It allows us to track health, expirations, metrics, and activities against a client, segment, country or region.,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,9,1,Identified more champions Identified potential churn 90+ days out Increased employee efficiency,Strikedeck and ChurnZero,SFDCGainsight ReviewGainsight is used as our internal CRM for keeping up with customers, tracking their escalations, making sure that the status of their 'temp' is readily apparent to other users of Gainsight like our salespeople and other customer success managers.,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,10,8,I don't work directly with the group who provides this information to executives, however, I can see how this would provide very real insight and transparency into the stats an organization keeps on their clients and how we as a group (CSMs) are doing.,Gives us the ability to keep track of our customers on a much more visible level,SalesforceGainsight is the future of customer successGainsight is being used at our organization as a customer success tool to trigger knowledge-based actions in order to ensure customer retention and product adoption.,Triggering actions based on knowledge and information gathered from the account. Showcasing a 360-degree view of the customer account. Giving you the capability of aligning multiple sub-customers under the same customer by the relationship View.,Since Gainsight works on top of Salesforce lightning can be a bit latent in Speed and Performance. There is no way to get alerts for individual accounts you only can set up a feed which gives you alerts for all the accounts. Frequent timeout errors.,9,9,Very important. In order to make the right decisions backed by data we need knowledge which is transformed from the data and the dashboards allow us to do that.,Increase in the retention rates. Higher renewal rates. More up-sell and cross-sell opportunities.,,We use Salesforce Microsoft Dynamics CRM and NetSuite to work with Gainsight.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.,Calls to Action - When certain conditions are met that we have created, Gainsight will alert the proper personnel to take the next steps. Single pane of glass - Gainsight allows us to see everything about a customer in a single view, utilizing various graphs and easy to understand information. Communication - Gainsight allows us to reach out to all or specific segments of our customer base. We can send informational, marketing or surveys and track customer response over time.,Gainsight does not integrate well with all systems. Must have Salesforce to use Gainsight. Better documentation on integration or assistance. Gainsight can do a better job at ensuring their customers are utilizing the product to the best of their ability.,10,8,Visibility is extremely important as we need to be able to check the pulse of the customer at any given time. Gainsight allows us to create scorecards for customers so we can prioritize which customers may need some extra love. We can also review account management and how they are working with their customers to ensure renewals and outreach are being addressed.,We use Gainsight to improve retention by scoring our customers and prioritizing which ones we need to reach out to. Gainsight allows us to directly contact specific segments of our customer base so we can send different communications to the different tier levels we have. Gainsight allows us to see which customers are coming up for renewal and who we need to reach out to, to start the renewal process.,Totango
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Gainsight
361 Ratings
Score 8.4 out of 101
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Gainsight Reviews

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Gainsight
361 Ratings
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Score 8.4 out of 101

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Christian Falkenberg profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source

Support

10
The support team is just awesome! The response time is pretty fast and most of the cases helpful. We also have a Customer Success Manager helping us in using Gainsight and pointing us to features we have not used yet. In the beginning of our journey along side with Gainsight we had a workshop with our CSM from Gainsight and our whole CSM team. That helped us a lot.
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Eve Belanger profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source

Support

9
Our CSM is great! From a support standpoint, there has been an improvement. In the past, sometimes when connecting with support for an issue it seemed as though they didn't have any insight into our account/workflow/integrations. This has improved though.
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Jeff Saunders profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source

Support

10
Great customer service. Whenever we have run into an issue we have had an extended team at Gainsight available for a call/strategy session. Our CSM, account manager, and technical resources have all been amazing and I couldn't say any more!
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No photo available
Score 10 out of 10
Vetted Review
Verified User
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Support

10
Incredible support at Gainsight. Gainsight is a pretty complex system as is, but I've always received great and timely support. We have had a lot of specific use cases that are unique to our company and between our CSM, help desk, and online support Gainsight has solved every issue.
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Score 10 out of 10
Vetted Review
Verified User
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Support

10
Dedicated team of professionals with a depth of knowledge that is readily available; forgiving services model; executive team is open and readily available for escalations and engagement. Our account manager is aligned to our interest, low-pressure upset model. All around goodness. Probably our best vendor/partner.
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Score 10 out of 10
Vetted Review
Verified User
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Support

4
Our support tickets are always escalated to their Tier 2 support team because their Tier 1 team simply does not have the knowledge to answer our questions. In many cases, our own operations team is more knowledgable about Gainsight than their support team, and we end up teaching their team how their own product works. Once our tickets are escalated to Tier 2 or even to the Product team directly, we are able to get the support we need, but it sometimes takes awhile for us to get there.
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Score 10 out of 10
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Verified User
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Support

10
Gainsight has world-class customer support. They have online chat that is the best tool for support and the team members are really responsive and extremely knowledgeable. They at times get on the call and do Webex to fix issues.
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Score 8 out of 10
Vetted Review
Verified User
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Support

9
Very knowledgeable staff that are quick to respond to questions and help to implement solutions. To be honest, I haven't had to reach out for support very often because the product is quite intuitive and the admins at the company handle most of the support requests. The experience I have had with support has been very positive and the solution was quickly implemented.
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Score 10 out of 10
Vetted Review
Verified User
Review Source

Support

7
Sometimes difficult to get a response or to get to the right expert. CSMs seem stretched thin. When we have focused attention, we make rapid progress, but if we don't have formal meetings scheduled, progress tends to be slow.
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Score 9 out of 10
Vetted Review
Verified User
Review Source

Support

10
I make a lot of support cases since I have alot of questions and GS support has been available every single time willing to help. this experience in itself is awesome. I love that the support will follow up for reported bugs weeks/months later, thats true service. They can answer a plethora of questions ranging in difficulty.
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Score 9 out of 10
Vetted Review
Verified User
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Support

7
The support team is knowledgeable, however, I feel things could be consulted to the next tier sooner; to decrease the time to resolution.
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Score 9 out of 10
Vetted Review
Verified User
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Support

9
I have received a lot of great support from professional services and the client outcomes manager. They all have the right product knowledge and truly invest themselves into understanding the customers' use case.
The Gainsight support help-desk team also has the right product knowledge. Their opportunities for improvement are in the field of understanding the customer use case, as well as acknowledging the issues that the customers present.
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Score 8 out of 10
Vetted Review
Verified User
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Support

6
Interactions I've had with the support function have been very varied, with some responses not at the level of quality I would hope for. During the implementation, there was quite a lot of onus on us as the customer to check and validate the build, which required more time and effort than we were expecting.

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November 30, 2018

Gainsight Review

Score 9 out of 10
Vetted Review
Verified User
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Support

1
I am the only CSM based outside of the US.

The US team has access to a CSM and support at Gainsight and I don't. There needs to be more infrastructure and support for global clients.
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Joshua Tobiansky profile photo
October 17, 2018

Gainsight is Great!

Score 10 out of 10
Vetted Review
Verified User
Review Source

Support

8
They can do a better job at understanding the industry of their customer and working with the customer to ensure they are using Gainsight to the best of their ability. Support has been spotty at best with implementation.
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Feature Scorecard Summary

Role-based user permissions (146)
7.9
API (105)
8.0
Integration with Salesforce.com (183)
9.1
Integration with Marketo (45)
7.6
Integration with Eloqua (18)
7.2
Product usage (175)
8.7
Help desk / support tickets (149)
8.2
NPS surveys (151)
9.3
Sponsor tracking (145)
7.7
Customer profiles (175)
9.2
Automated workflow (189)
8.3
Internal collaboration (175)
8.2
Customer health scoring (188)
9.3
Customer segmentation (161)
9.0
Customer health trends (177)
9.1
Engagement analytics (157)
8.7
Revenue forecasting (98)
8.6
Dashboards (190)
8.7

About Gainsight

Gainsight says they enable business transformation through their passionate community, proven expertise, and cutting edge technology. In addition to the largest customer success community, the vendor says they also have a diverse, 333+ customer base spanning across Fortune 1000 companies such as HP, Cisco and Adobe and growth businesses like Box and Shopify.

Via their community and customers, Gainsight says they have developed deep expertise around customer success best practices which are embedded into the product. Additionally, the vendor says 50% of their company headcount is dedicated to R&D, and that their platform can serve business needs across various customer segments. The vendor’s value proposition is that their product innovations are consistently first to market and built to scale from day one.

Gainsight says their customers see an average of 4% higher retention and 20% faster growth than their peers.

Gainsight Features

Customer Data Extraction / Integration Features
Has featureProduct usage
Has featureHelp desk / support tickets
Has featureOnline customer community
Has featureBilling
Has featureMarketing emails
Customer Success Management Features
Has featureNPS surveys
Has featureSponsor tracking
Has featureCustomer profiles
Has featureAutomated workflow
Has featureInternal collaboration
Has featureCustomer health scoring
Has featureCustomer segmentation
CSM Reporting & Analytics Features
Has featureCustomer health trends
Has featureEngagement analytics
Has featureRevenue forecasting
Has featureDashboards
Has featureCustomer lifetime value
Has featureChurn rate
Security Features
Has featureRole-based user permissions
Platform & Infrastructure Features
Has featureAPI
Has featureIntegration with Salesforce.com
Has featureIntegration with Marketo
Has featureIntegration with Eloqua
Additional Features
Has featureCustomer360
Has feature4D Analytics
Has featureCustomer Lifecycle Cockpit
Has featureIn-product best practices library of resources
Has feature60 second video message to Customers

Gainsight Screenshots

Gainsight Integrations

Gainsight Competitors

Totango, Amity, Service Source

Pricing

Does not have featureFree Trial Available?No
Does not have featureFree or Freemium Version Available?No
Has featurePremium Consulting/Integration Services Available?Yes
Entry-level set up fee?Required

Gainsight Customer Size Distribution

Consumers
0%
Small Businesses (1-50 employees)
10%
Mid-Size Companies (51-500 employees)
60%
Enterprises (> 500 employees)
30%

Gainsight Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS, Android