My Review
May 30, 2025

My Review

Lynn Johnson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Modules Used

  • Gainsight CX

Overall Satisfaction with Gainsight CS

Today, we are still at the beginning of our journey with Gainsight CS - use Success Plans, NPS survey, campaigns.

Pros

  • Smaller scope of managed accounts with assigned CSM

Cons

  • Long Tail Scale - un assigned accounts
  • Need more Long Tail scale strategies
I gave Gainsight CS this usability rating because Some of where this comes from is my own user knowledge, but excited about what I am hearing that is coming

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

Not sure

Are you happy with Gainsight CS's feature set?

Yes

Did Gainsight CS live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Gainsight CS go as expected?

I wasn't involved with the implementation phase

Would you buy Gainsight CS again?

Yes

I think I am likely to recommend Gainsight CS to a colleague for NPS Surveys - good, however would like to see additional flexibility to report out on multiple contacts from customers replying with CTAs

Gainsight CS Feature Ratings

7.0
Product usage
7
6.3
NPS surveys
7
Customer profiles
7
Automated workflow
6
Internal collaboration
7
Customer health scoring
7
Customer segmentation
4
7.0
Customer health trends
8
Engagement analytics
8
Revenue forecasting
6
Dashboards
6
Not Rated
Role-based user permissions
Not Rated
6.0
Integration with Salesforce.com
6

Comments

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