Best CRM for Enterprise Account Management.
December 03, 2025

Best CRM for Enterprise Account Management.

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

Modules Used

  • Gainsight CS
  • Gainsight CX

Overall Satisfaction with Gainsight CS

We've improved accounts transitions drastically compared to the past, where former CSMs used to log notes in Google Docs and store emails in customer-named folders. Now everything is logged in one place, creating transparency, and the AI Account Summarizations for Risk, Renewals, and Strategy are super helpful for stakeholders getting a high-level update on an account.

Pros

  • Meeting and Email historical log of activity.
  • AI Summarized overviews.
  • Overall health scores.
  • tagging team members for collaboration.
  • CTAs for CSMs and Onboarding teams.

Cons

  • Dashboards for Reporting are limited to certain widgets.
  • Not good for renewal forecasting.
  • Form field updates don't save automatically.
  • Improved team collaboration across multiple departments.
  • Easier account transitions due to historical data.
  • AI summarized account notes, meeting details, and action items.
Awesome platform for account management. Needs improvement in renewal forecasting (like Clari). Need text form fields to auto-save. Love the AI capabilities like summarized risks, strategic initiatives, renewal details, blockers, etc. Easy to see what CSMs and AEs are doing with each account and who they're meeting with. A little tricky to export reports. We have to sometimes ask our admin to do this, so there are some internal blockers, like we're not able to create our own dashboards.
They're pretty neck and neck. Both are super similar. I love the icons for logging account activity in Totango. I also like the dropdown activity tab we have in Gainsight. We need to improve our auto forms for QBR notes and cancellation notes, but I do like that we can have details listed for the CSM to fill out without them having to think about it. Helps us improve our reporting efforts, too.

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?

I wasn't involved with the implementation phase

Would you buy Gainsight CS again?

Yes

There are a couple of tedious areas that can give CSMs double work, like when they fill out details in a text form field, but if they don't click save for each form field, they have to retype everything. Overall, I think this is one of the better CRMs to use for companies that are enterprise. It's fast, intuitive, and easy to use.

Gainsight CS Feature Ratings

8.5
Product usage
7
Help desk / support tickets
10
9.2
NPS surveys
8
Sponsor tracking
10
Customer profiles
8
Automated workflow
Not Rated
Internal collaboration
10
Customer health scoring
10
Customer segmentation
9
6.3
Customer health trends
9
Engagement analytics
8
Revenue forecasting
1
Dashboards
7
10.0
Role-based user permissions
10
10.0
API
10
Integration with Salesforce.com
10
Integration with Marketo
10
Integration with Eloqua
10

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