Good product, would be amazing with a few tweaks.
Updated May 19, 2025

Good product, would be amazing with a few tweaks.

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

Overall Satisfaction with Gainsight PX

The CS reps at my company use it to track communication, risk, escalations, and other metrics for our team/clients. It helps keep all the information from the sales force, zoom meetings, emails, and phone calls in one place and allows us to track metrics and KPIs better. It also allows us to see our CTA's and Salesforce cases and pull reports based on what products our clients are using currently.

Pros

  • Integrate with Salesforce.
  • Integrate with gmail.
  • Zoom AI recording.

Cons

  • Can be difficult to pull reports.
  • Don't like things are spread between home, dashboard, and timeline.
  • The search function is a little wonky in my opinion.
  • I am just a user so I do not think I can speak to this.
It is a good product, but like with every product, there is room for improvement or even just things I, as a user, would prefer, such as the ability to click on a company and have it go to Salesforce instead of Insight. It can also be difficult to find certain reports.

Do you think Gainsight PX delivers good value for the price?

Not sure

Are you happy with Gainsight PX's feature set?

Yes

Did Gainsight PX live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Gainsight PX go as expected?

No

Would you buy Gainsight PX again?

Yes

I think that, overall, it is a good product, and I wish our entire organization had used it. My feedback is that I want to, on a company's timeline, we could filter out the emails from our marketing department or any mass communication that was sent out to make it easier to find direct communication between customer success and the client.

Using Gainsight PX

25 - success department
1 - A Product Owner (PO) plays a pivotal role in the success of Gainsight PX by bridging the gap between business objectives and technical execution. They are responsible for defining and maintaining a clear product vision aligned with organizational goals, ensuring that the product delivers maximum value to users and stakeholders. This involves managing and prioritizing the product backlog, translating strategic goals into actionable user stories, and setting clear acceptance criteria to guide development teams. Effective communication is crucial, as the PO must collaborate with cross-functional teams—including development, design, marketing, and customer support—to ensure alignment and facilitate smooth product releases. Additionally, the PO gathers and analyzes customer feedback, monitors product performance metrics, and adjusts the product roadmap as needed to address emerging needs and opportunities. Strong analytical, decision-making, and leadership skills are essential for navigating trade-offs and driving the product's success in a dynamic market environment
  • churn indicators
  • timeline logging
  • cases
  • customer feedback
  • success plans
  • gather community suggested ideas
  • streamline cross department collabs
I am just a user, not the person who makes these choices

Evaluating Gainsight PX and Competitors

Not Sure
  • Other
I was not part of this decision

Comments

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