My Pulse on Gainsight CS
May 30, 2025

My Pulse on Gainsight CS

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

Modules Used

  • Gainsight CS

Overall Satisfaction with Gainsight CS

Our organization currently uses Gainsight CS for our CS CRM, success planning, timeline, churn mitigation, GRR/NRR monitoring and QBR/health check preparation. We use the product to help us gain visibility to our customer health scores and mitigate future risk by being proactive vs reactive.

Pros

  • Innovation
  • Conferences
  • Being relevant in the industry

Cons

  • Implementation
  • Support
  • Ease of use
  • Provides aggregate visibility to customer health
  • Useful for internal and external QBRs
  • Provides actionable data driven insights
Once the team started getting accustomed to the platform we started to gain traction but it took a couple of years for our CS team to leverage the tool at a basic level.

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

I think the R360 and C360 breakdown is helpful but we struggle to gain traction and adoption on the use of success plans and CTAs.

Gainsight CS Feature Ratings

6.0
Product usage
6
Help desk / support tickets
6
Not Rated
NPS surveys
Not Rated
Sponsor tracking
Not Rated
Customer profiles
Not Rated
Automated workflow
Not Rated
Internal collaboration
Not Rated
Customer health scoring
Not Rated
Customer segmentation
Not Rated
Not Rated
Customer health trends
Not Rated
Engagement analytics
Not Rated
Revenue forecasting
Not Rated
Dashboards
Not Rated
Not Rated
Role-based user permissions
Not Rated
Not Rated
API
Not Rated
Integration with Salesforce.com
Not Rated
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

Comments

  • Anonymous | TrustRadius Reviewer
    Review author
    commented 9 months ago

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