Gainsight Overview

What is Gainsight?

Gainsight is the platform for Customer Success. Gainsight aggregates and turns disparate customer data from multiple sources into a single source of truth. Review the customer data driven insights and deploy actions that drive business outcomes for your clients.

Gainsight is purpose built for B2B SaaS companies that are serious about growing their subscription revenue through a customer-centric approach. Customer Success practitioners use Gainsight to reduce customer churn, drive customer advocacy and increase up-sell opportunities.

Gainsight Overview

Pricing

Starting from
N/A

Pricing options

Free Trial
Value for money

Contact Gainsight for pricing.


Gainsight Features

Devices
Business size
S M L
Markets
Asia, Australia, Brazil, Canada, China and 5 others, Europe, Germany, India, Japan, Latin America
Supported Languages
English

Screenshots

Gainsight screenshot: Gainsight lifecycle cockpit
Gainsight screenshot: Gainsight lifecycle cockpit Gainsight screenshot: Customer engagement overview in Gainsight Gainsight screenshot: Customer analytics graph in Gainsight Gainsight screenshot: Survey automation in Gainsight Gainsight screenshot: Calls-to-action analysis in Gainsight Gainsight screenshot: Action alerts in Gainsight Gainsight screenshot: Gainsight CSM dashboard Gainsight screenshot: Gainsight CSM scorecards Gainsight screenshot: Gainsight growth management module Gainsight screenshot: Gainsight lifecycle cockpit

Gainsight Reviews

Gainsight Reviews

Overall rating
4.3
/
5 27 reviews
Excellent
13

Very good
11

Average
2

Poor
1

Terrible
0

Value for Money
4.2
Features
4.4
Ease of Use
4
Customer Support
4.7
89% recommended this app
Jenna H.

At my prior employer we used Gainsight for our CRM.

Great for customer management, as well as daily/monthly task management!


Chad H.

The product delivers

I was pleased overall with the product and the service. I feel the product continues to evolve to serve the needs of CS management, the CSMs and other functions in the organization such as Sales.


Rebekah P.

Seems like it has potential

so far so good! Looking forward to seeing it all set up!


Megan M.

Wonderful system for customer management!

Overall, using Gainsight has changed the way I work as an account manager. Before, I was using spreadsheets and other documents to track everything for my customer which was inefficient and cumbersome. Now, I'm able to set a plan for my customer upfront and use playbooks to follow and ensure the best experience possible for them! I will never go back to managing customers without it!


Angela M.

Very difficult implementation

You will not get any value out of this product unless you map out very thoroughly all of your processes, the factors that make an account poor or healthy and you have a dedicated resource to configure the system - it is by no means a plug n play tool, and you need to know what your goals are from the beginning.

Unfortunately, our implementation has been very difficult, and I have heard the same from other companies as well. The system is very tricky and requires the support of an implementation project manager in order to get most things completed.

Their support team is very good, and now that I know the system pretty well I am adept at making configuration changes quickly.


Jenna H.
Company size: 51-200 Employees

At my prior employer we used Gainsight for our CRM.

Used Daily for 1+ year
Reviewed on 05/06/2018
Review Source: Capterra

Great for customer management, as well as daily/monthly task management!

Pros

I loved the ease of the product in managing tasks. It gave the option to snooze tasks to show that you've at least made an attempt prior to closing it out. Also, the fact that the product can integrate with Salesforce is great! It makes logging call activity for all of the company to see SO easy.

Cons

I didn't really have any cons in regards to the Software. I believe it's one of the products out there that you pay for what you get - it's by far the best CRM that I've used, thus far.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Chad H.
Industry: Internet
Company size: 51-200 Employees

The product delivers

Used Daily for 2+ years
Reviewed on 24/10/2019
Review Source: Capterra

I was pleased overall with the product and the service. I feel the product continues to evolve to serve the needs of CS management, the CSMs and other functions in the organization such as Sales.

Pros

I had recently rolled out Gainsight at our organization. The tool is extremely powerful and allowed us to take advantage of our unique data model to achieve business outcomes. This included getting more visibility into the health of our customers and the ability to send targetted emails with dynamic data to our customers.

Cons

The recorded training was very long and painful. This needs to be improved.
There are some strange glitches and lack of user alerts that can be very annoying. The good news is that the Support and CSM team are extremely helpful.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Rebekah P.
Industry: Computer Software
Company size: 13-50 Employees

Seems like it has potential

Used Daily for 1-5 months
Reviewed on 12/12/2019
Review Source: Capterra

so far so good! Looking forward to seeing it all set up!

Pros

I love the tasks feature and intuitive it is however I am still trying to figure out how I can see a full picture but we are in the set up phase.

Cons

The sales forces intergration seems to be lacking. We are trying to move from saleforce to GS but none of the chatter notes or contracts were pulled in while everything is easily able to be pulled out. Since we have been using SF for 6 years we will still need to check SF quite often,

Rating breakdown

Ease of Use

Likelihood to recommend: 6.0/10

Megan M.
Industry: Security & Investigations
Company size: 51-200 Employees

Wonderful system for customer management!

Used Daily for 1+ year
Reviewed on 15/11/2019
Review Source: Capterra

Overall, using Gainsight has changed the way I work as an account manager. Before, I was using spreadsheets and other documents to track everything for my customer which was inefficient and cumbersome. Now, I'm able to set a plan for my customer upfront and use playbooks to follow and ensure the best experience possible for them! I will never go back to managing customers without it!

Pros

I really like using Gainsight to keep all of my customer information in one place. Daily, I use the tasks in my cockpit and success plans to keep me on task with my customer deliverables. The timeline allows me to have all of my notes, emails, and calls logged in one place. There are so many options to configure your customers C360, the options are almost endless.

Cons

I rarely have issues with using Gainsight, it really has changed the way I approach customer account management. I will say that there are times I have an issue with linking customer LinkedIn profiles, and I would love to see a more robust way to track customer org. charts. Otherwise, it's a wonderful tool!

Rating breakdown

Ease of Use

Likelihood to recommend: 10.0/10

Angela M.
Company size: 13-50 Employees

Very difficult implementation

Used Daily for 6-12 months
Reviewed on 08/12/2016
Review Source: Capterra

You will not get any value out of this product unless you map out very thoroughly all of your processes, the factors that make an account poor or healthy and you have a dedicated resource to configure the system - it is by no means a plug n play tool, and you need to know what your goals are from the beginning.

Unfortunately, our implementation has been very difficult, and I have heard the same from other companies as well. The system is very tricky and requires the support of an implementation project manager in order to get most things completed.

Their support team is very good, and now that I know the system pretty well I am adept at making configuration changes quickly.

Pros

ability to sync BI data and use it in Gainsight functionality; Account Scoring functionality, good for customer success teams where CSMs manage a lot of accounts

Cons

difficult to configure without support, buggy,

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 4.0/10

User recommendation
7.7/10
Based on 27 user ratings
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Gainsight Pricing

Gainsight Pricing

Starting from
N/A
Free Trial
Value for money

Contact Gainsight for pricing.

Contact Gainsight for pricing.

Value for Money
4.2/5
Based on 27 user ratings
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Gainsight Features

Gainsight Features

API
Activity Dashboard
Ad hoc Reporting
Business Intelligence
Charting
Collaboration Tools
Customizable Reporting
Dashboard Creation
Data Filtering
Data Import/Export
Data Visualization
Drag & Drop Interface
Filtered Views
Monitoring
Real Time Analytics
Real Time Data
Reporting & Statistics
Third Party Integration
Trend Analysis
Visual Analytics
Features
4.4/5
Based on 27 user ratings
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Categories

Videos and Tutorials

Videos and Tutorials

Additional information for Gainsight

Additional information for Gainsight

Key features of Gainsight

  • 100% native Force.com
  • 360 degree customer profiles
  • Automate scenario workflows
  • Call-to-action notifications
  • Commenting, notes & @mentions
  • Customer communications
  • Customer health score cards
  • Engagement analytics
  • Interactive report builder
  • NPS surveys
  • Pre-packaged analytics graphs
  • Renewals dashboard
  • Role-specific live dashboards
  • Rules-based alerts
  • Sort, filter and export data
  • Sponsor tracking
  • Task & call-to-action analysis
  • Task & call-to-action management
  • Triggered emails
  • Triggered lifecycle rules

Benefits

  • Use color-coded, interactive customer health scorecards to monitor quantitive and qualitative signals to ensure retention and drive growth.

  • Gather data from multiple sources to create a 360 degree profile of each customer.

  • Monitor usage of your product or service at user or account level and let real-time behavior data drive customer success interactions.

  • Set up triggered lifecycle rules to automate actions such as emails and QBRs to send the right message to the right person at the right time.

  • identify power users and at-risk users to spot missing opportunities and understand your product's key performance indicators.

  • Use sponsor tracking, customer messaging, and NPS surveys to engage your customers at every stage of the customer journey.

  • Gainsight FAQs

    Gainsight FAQs

    Below are some frequently asked questions for Gainsight.

    Q. What type of pricing plans does Gainsight offer?

    Gainsight offers the following pricing plans:

    Free Trial: Not Available

    Contact Gainsight for pricing.

    Q. What are the main features of Gainsight?

    Gainsight offers the following features:

    • 100% native Force.com
    • 360 degree customer profiles
    • Automate scenario workflows
    • Call-to-action notifications
    • Commenting, notes & @mentions
    • Customer communications
    • Customer health score cards
    • Engagement analytics
    • Interactive report builder
    • NPS surveys
    • Pre-packaged analytics graphs
    • Renewals dashboard
    • Role-specific live dashboards
    • Rules-based alerts
    • Sort, filter and export data
    • Sponsor tracking
    • Task & call-to-action analysis
    • Task & call-to-action management
    • Triggered emails
    • Triggered lifecycle rules

    Q. Who are the typical users of Gainsight?

    Gainsight has the following typical customers:

    Large Enterprises, Mid Size Business

    Q. What languages does Gainsight support?

    Gainsight supports the following languages:

    English

    Q. What type of pricing plans does Gainsight offer?

    We do not have any information about what Gainsight pricing plans

    Q. Does Gainsight support mobile devices?

    We do not have any information about what devices Gainsight supports

    Q. What other apps does Gainsight integrate with?

    Gainsight integrates with the following applications:

    Azuqua, Datahug, Influitive, Komiko, Marketo, Mixpanel, MoData, Pendo, ReferenceEdge, Salesforce Service Cloud

    Q. What level of support does Gainsight offer?

    Gainsight offers the following support options:

    FAQs, Knowledge Base, Online Support