Gainsight CS for your customer journey
June 01, 2025

Gainsight CS for your customer journey

Sy Lormier | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight CS

In our organization, we use Gainsight CS for Product engagement, adoption and value delivery

Pros

  • Track product usage and engagement
  • Automated playbook for risk and red flags
  • Reporting on customer's health and TTV

Cons

  • Better integration with PSA tools
  • Bi-directional integrations with PSA tools
  • Better Customer portal for MBR/QBR, or offer weekly BR
  • Greatly increase visibility on customer engagement
  • Efficiency in identifying and addressing risk
Would love to have an all in one tool for the entire customer Journey.

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?

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

Great at tracking users engagement and scaling playbooks for lean teams to address churn risks.
Would be great to include a full implementation/PSA/onboarding/CSM end to end customer journey tool

Gainsight CS Feature Ratings

8.0
Product usage
8
Help desk / support tickets
8
8.7
NPS surveys
10
Sponsor tracking
6
Customer profiles
8
Automated workflow
9
Internal collaboration
8
Customer health scoring
10
Customer segmentation
10
8.0
Customer health trends
8
Engagement analytics
8
Revenue forecasting
8
Dashboards
8
8.0
Role-based user permissions
8
8.0
API
8
Integration with Salesforce.com
8
Integration with Marketo
8
Integration with Eloqua
8

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