Gainsight CS is the right choice for some companies not necessarily all
May 30, 2025
Gainsight CS is the right choice for some companies not necessarily all
Score 6 out of 10
Vetted Review
Verified User
Modules Used
- Gainsight CS
Overall Satisfaction with Gainsight CS
Central view of all customer information, automatically creating CTAs for various risk alerts, capturing and managing customer goals and building associated success plans with initiatives that align with those goals, health scores to better understand which customers we should focus on and more easily detect changes in customer risks, more easily managing customer outreach campaigns using journey orchestrator.
Pros
- Super broad set of functionality
- Integrations can be established to almost any other system
Cons
- Quite time consuming from a system admin perspective. It can do almost anything but does nothing without a system admin building it. Example, I wanted to identify accounts in Gainsight that didn't have any contacts (people) records. It's possible, but requires creating a custom field and a rule in the Rules Engine, and then a report.
- Customer Goals and Success Plans feel like they should be tightly connected but aren't. My impression is that these were two separate features developed at different times that have never been properly reconciled.
- Need better customer facing features. Hoping that the new Spaces functionality is a good answer to this.
- Connection between CTAs and Tasks can get confusing. Some follow up items are so simple that I want to just create a CTA without any tasks, but the flaw with that approach is that it won't show up if I have any views that are based on Tasks. So I have to toggle between views of CTAs and Tasks and understand them as sometimes the same thing and sometimes different things.
- It's nice to be able to send a Timeline entry via email, which we WANT to use for sending meeting recaps, but there isn't a way to have an email template in this area. Our CSMs send many, many meeting recaps via email and we haven't been able to identify a good approach that gives us both a fast process for CSMs and a professional customer facing email.
- Better visibility for managers into CSM activities allowing for quality control and coaching
- CSMs are able to be more efficient and save time
- Allowing us to identify at risk customers and take action earlier, reducing churn
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?
No
Comments
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