Gainsight Review by CS Veteran
Updated September 30, 2015

Gainsight Review by CS Veteran

Joshua Santos | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Latest Edition (SaaS)

Modules Used

  • Cockpit
  • NPS
  • Reporting
  • Sales Widget
  • Customer 360

Overall Satisfaction with Gainsight

We are currently using Gainsight for 360 degree views of our customers. In addition to usage data we also have subjective metrics, support engagement, NPS scores, and onboarding/PS project status as factors in the overall health of each customer. Gainsight is also used heavily for customer success execution among our CSMs. Based on a variety of actions in the system, CTAs (Calls to Actions) get triggered and are assigned to the appropriate CSM. This allows each CSM to have a prioritized list of timely action items to help guide engagements with customers. Lastly, we are using Gainsight for managerial and executive level reports, dashboards, and for our code red process.
  • Customer Success Execution - Managing CTAs (Calls to Actions), Playbooks, and Collaborating around these activities. Absolutely no solution does this better.
  • Integrated NPS (and Survey solution).
  • Customer 360 View with a holistic view of the customer (usage, scorecards, status of projects, opportunities, churns, key contacts, etc.).
  • Sponsor Tracking - when a champion or exec sponsor changes their Linkedin job title, company, or location, you automatically get a trigger.
  • Great Customer Success processes, they practice what they preach. They are thought leaders in this space.
  • Improved workflow in the 360 View (ability to edit fields).
  • Ability to save filters in reports & dashboards (coming in the future).
  • Faster UI (limited by Force platform).
  • Increased transparency with other departments (single source of truth with data and notes)
  • ROI on saving accounts by engaging at the right time thanks to CTAs
  • Increased CSM satisfaction (less stress with clear priorities in the Cockpit), improved CSM efficiency and efficacy
  • Better qualitative data thanks to integrated surveys (especially NPS)
  • Totango,Bluenose Analytics,natero,Preact
No other solution even comes close on the customer success execution part (CTAs, Playbook, single source of truth). Integrated NPS/Surveys is another unique feature. The UI may not be as good as some of the standalone solutions, but full integration in SFDC without requiring an additional sign in more than makes up for that. Gainsight is not cheap, but you get what you pay for.
You need to be a SFDC customer and be ready to make a decent investment in a customer success (CS) solution. If these two criteria are met, Gainsight is the most robust option on the market today. We have already paid our subscription fees many times over with the benefits we have received from the platform. If you do a proper implementation and ensure your customer success managers (CSMs) are leveraging it, the ROI can be dramatic.

Gainsight CS Feature Ratings

Product usage
Help desk / support tickets
NPS surveys
Sponsor tracking
Customer profiles
Automated workflow
Internal collaboration
Customer health scoring
Customer segmentation
Customer health trends
Engagement analytics
Revenue forecasting
Role-based user permissions
Integration with
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated