Gainsight CS takes it to the next level
May 30, 2025

Gainsight CS takes it to the next level

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Modules Used

  • Gainsight CS

Overall Satisfaction with Gainsight CS

We used Gainsight to bring everything together from CRM, accounting, transactional data, other data, and ancillary information. We were very manual and lacked visibility to many parts of the business. We needed to scale from 5 CSMs to 15-20 and a full CS platform was required to do that. We also needed a platform we would not out growth in 2-3 years.

Pros

  • Aggregate data into one view for CSMs, leaders, and others.
  • Deliver CTA and Success Plans to those that need it
  • Provide actionable insights for our customer base

Cons

  • Our implementation was terrible, If we didn't have a good admin we would have been in big trouble
  • We don't hear from our CSM much
  • We have visibility into our customers in one spot. That is priceless
  • At-Risk dashboards are changing the game as to how we handle those customers
Overall it's a great tool with tons of functionality. Implementation and support could be better, but it's the strongest solution in the industry at this point
The most comprehensive in our evaluations.

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?

No

Would you buy Gainsight CS again?

Yes

The implementation was terrible and ongoing engagement is not much. The recent acquisitions and product development has been good and we hope to adopt more solutions in the future. We've scratched the surface, but we need to dive in deeper and utilize more broadly across the organization.

Gainsight CS Feature Ratings

9.0
Product usage
9
Help desk / support tickets
Not Rated
8.2
NPS surveys
Not Rated
Sponsor tracking
6
Customer profiles
9
Automated workflow
9
Internal collaboration
6
Customer health scoring
10
Customer segmentation
9
9.0
Customer health trends
9
Engagement analytics
9
Revenue forecasting
Not Rated
Dashboards
9
Not Rated
Role-based user permissions
Not Rated
9.0
API
8
Integration with Salesforce.com
10
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

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