Gainsight CS - The Vision for your customer
January 27, 2026

Gainsight CS - The Vision for your customer

Satyanjoy Das | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Modules Used

  • Gainsight CS

Overall Satisfaction with Gainsight CS

We use Gainsight CS to track our accounts overall health in terms of business growth, contact, certification. It helps us in tracking various tasks given for our accounts and automated those gainsight. For example, accounts who are at churn risk, we get automated alerts in the form of CTA and we can prioritize those accordingly. As a salesperson it's extremely important to get a dashboard to have a bird's eye view of your accounts and do a quick health check and prepare the action plan based on those information. Gainsight CS make this happen for me - I can have a glance at what I need to take care of on an urgent basis and plan my day. I can create a custom CTA as per my own requirement. This also applicable for roles with people management who can pull reports for the entire team on a similar matrix and set the agenda of the week or month. Auto logging calls, meetings and emails are another important aspect of CRM hygiene. Gainsight CS allows us to do these menial tasks automatically and keep tracking our work.

Pros

  • Dashboard view of all the accounts
  • CTA - reminders for tasks which are automatics as well as manual
  • Call, meeting and email logging

Cons

  • Outlook integration could be better as within Outlook we do not get much insight of the account. While contacting a contact from Outlook, it will be great if the Outlook -Gainsight CS tool can show certain important information, like any pending CTAs, the latest billing amount, and pending certifications, etc. This will improve the communications and make it more aligned with the company and account perspectives.
  • Limitations of report creation are user level - As a user I can not create report as per my wish on my set of accounts. Only the admin user has access to that, and also it's very intuitive compared to Salesforce.
  • Dashboard customization - as a user I have very much limited options to put in my dashboard. It's all about CTA all the time.
  • The timeline features - tracking interactions in a log manner is the greatest impact compared to vanilla Salesforce.
  • Dashboard View - As good as the timeline features, getting everyone in one view really helps in planning.
  • CTA - Task automation helps a lot as it is part of the dashboard. We can make sure by focusing on the most critical task at hand.
Overall it's a great tool, many of the missing features might be issue of way its integrated in our organizations too. Recently we faced a challenge with Salesforce but we got a solution within a day without much of a downtime. Otherwise Day to Day account tracking is excellent in Gainsight CS compared to Salesforce.
The biggest issue with Salesforce Lighting is lack of a Dashboard, we need to manually check or pull a report, which is not the same as a dashboard view of Gainsight CS. The second problem in tracking interactions. Emails are tracked separately. Calls and meetings are need to tracked manually in journal format, which is not at all intuitive.

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

Gainsight CS gives on shot view of our accounts with most of the important information and tasks as designed by the management. This helps a lot to align users to focus on the important task at hand and reduce internal cascading of information in terms of reminders. For example of organization wants to focus on everyone on certain set of accounts for a day or week, it can be easily done in Gainsight CS through CTAs. I think this is very useful from a user point of view, just open the Gainsight CS Dashboard and work on your CTAs.

Gainsight CS Feature Ratings

8.0
Product usage
8
7.5
NPS surveys
7
Customer profiles
9
Automated workflow
8
Internal collaboration
5
Customer health scoring
8
Customer segmentation
8
7.3
Customer health trends
7
Engagement analytics
6
Revenue forecasting
7
Dashboards
9
8.0
Role-based user permissions
8
7.8
API
8
Integration with Salesforce.com
9
Integration with Marketo
7
Integration with Eloqua
7

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