TrustRadius
Gainsight is a thought leader and has the best software in the customer success space!
https://www.trustradius.com/customer-successGainsightUnspecified8.6356101
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January 11, 2019

Gainsight is a thought leader and has the best software in the customer success space!

Score 9 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Gainsight

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
Our CSM at Gainsight is top notch. The support team is also helpful and very focused. The sales team is not the most supportive.
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.
Gainsight is great for organizations that have a customer focused environment, but need to take it to the next level. They are truly leaders in this space and can help you reach a new level of success in your organization.

Gainsight Feature Ratings

Product usage
9
Help desk / support tickets
8
NPS surveys
9
Sponsor tracking
7
Customer profiles
7
Automated workflow
9
Internal collaboration
7
Customer health scoring
10
Customer segmentation
8
Customer health trends
10
Engagement analytics
Not Rated
Revenue forecasting
10
Dashboards
9
Role-based user permissions
9
API
9
Integration with Salesforce.com
9
Integration with Marketo
Not Rated
Integration with Eloqua
8