Gainsight Review
March 31, 2025

Gainsight Review

Shaun Martin | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Modules Used

  • Gainsight CS

Overall Satisfaction with Gainsight CS

Our business model around managing our active customers is implemented via Gainsight and the multiple products we utilise within their product suite. The recent additions of AI within the product have allowed us to support CSMs with efficiencies and reduction in some of their manual tasks. Gainsight provides best practices across all aspects of the customer journey and they partner with us to apply appropriate within our model

Pros

  • Scaling CS through digital automation
  • Provides detailed insights into key performance indicators across the health of a customer
  • The recent AI innovation is really highlights insights around both advocates and churn risk within the customer base

Cons

  • Reporting across the products isnt the best and its not easy to export into a Data Warehouse for better visualisation tools
  • Meeting promised timelines within product roadmap
  • 20% increase in accounts handled by a CSM (50% increase within our SMB tier)
  • Onboarding TTV improved by 14 days
  • Customer Retention exceeds target by 8%
On the whole it does what you expect it to do and provides CSMs with an effective manner to manage their account portfolio

Do you think Gainsight CS delivers good value for the price?

Yes

Are you happy with Gainsight CS's feature set?

Yes

Did Gainsight CS live up to sales and marketing promises?

Yes

Did implementation of Gainsight CS go as expected?

Yes

Would you buy Gainsight CS again?

Yes

if you using SFDC as your CRM then Gainsight is an obvious extension. Proven workflow integrations makes the deployment easy

If your CS offerings are comprehensive and in-depth then Gainsight is a great system to run holistic customer management

Gainsight CS Feature Ratings

9.0
Product usage
Not Rated
Help desk / support tickets
9
8.4
NPS surveys
8
Sponsor tracking
8
Customer profiles
9
Automated workflow
9
Internal collaboration
7
Customer health scoring
9
Customer segmentation
9
5.8
Customer health trends
8
Engagement analytics
7
Revenue forecasting
3
Dashboards
5
8.0
Role-based user permissions
8
8.5
API
7
Integration with Salesforce.com
10
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

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