Would be better with usage data
May 31, 2025

Would be better with usage data

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

Modules Used

  • Gainsight CS
  • PX

Overall Satisfaction with Gainsight CS

The Customer Success team uses Gainsight CS to monitor customer health, to access information from other systems like SFDC, to create Success Plans and capture outcomes and for digital outreaches. Our Pro Services team uses Success Plans for onboarding project management.
Our Account Managers also use the information in Gainsight CS.

Pros

  • Health scoring for engagement, outcomes, NPS and risk
  • Targeted journeys for our digital CS initiative
  • We have built a solid process around risk management and escalation

Cons

  • Gainsight CS would be 1,000% more useful if our PX data were not completely broken
  • To be determined - without the PX Data working, we are getting much reduced value
I am very familiar with Gainsight CS and find it to be pretty intuitive.

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?

No

Would you buy Gainsight CS again?

Yes

Capturing key information about customers as the single source of truth. Reporting and Success Planning are good. Health scores are valuable, but you need to have valid usage data to complete the picture.

Gainsight CS Feature Ratings

1.0
Product usage
1
8.5
NPS surveys
10
Internal collaboration
10
Customer health scoring
7
Customer segmentation
7
9.5
Customer health trends
9
Dashboards
10
9.0
Role-based user permissions
9
7.0
Integration with Salesforce.com
7

Comments

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