Gainsight combines data from multiple sources of customer intelligence such as usage logs, sales data, support tickets, and surveys, using an analysis of this data to prioritise and automate intelligent customer success actions. By analyzing this combination of data users from customer success, sales, marketing, and product management can define and prioritize tasks and automate workflows, proactively managing retention, reducing churn and identifying upsell opportunities.
Gainsight provides a 360 degree view of the customer through detailed profiles and interactive customer health scorecards. The "Lifecycle Cockpit" provides a central location to manage all customer to-dos, tasks, calls-to-action and rules-based alerts. You can comment and take notes on calls-to-action, view pending action items, delegate tasks, review task progress and access granular call-to-action analytics. Role-based dashboards, pre-built reports and the report builder further help to understand the value of team actions and optimize performance.
Gainsight has helped automate practically every step and touchpoint in our Client LifeCycle and Maturity model. Client Success can now focus exclusively on building strong relationships instead of busy work entering data into our CRM!
Gainsight offers world-class support, training and guidance on their incredibly flexible and robust platform. The feature set is impressive and the ability to set up a whole account lifecycle for automation is super powerful.
Gainsight is expensive and the learning curve is steep. Adopters should consider staffing specifically for GS administration and engagement internally.
Gainsight has been key in getting all our customer data from Salesforce into a single view for our Customer Success team to use. Deploying really required a clear project scope, with insight in how you plan to you utilize the various aspects. You can't just assume you can build rough Call to Actions (CTAs) and the program will pay for itself. You really need to think about what you want for an outcome. For example, tracking healthscore is a great feature, but if you don' t internally have a clear understanding of how you are driving health, the scoring won't be useful. The customer success team is outstanding and will stand by you until you have a successful deployment. The ability to bring in data into an MDA table is key for those processes that don't quite fit into the out of the box program.
Ease of use
Great for customer management, as well as daily/monthly task management!
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.
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.
- Easy collaboration across multiple teams in an organization to keep track of a client
- Helpful CTAs to ensure you are staying on top of an account
- Can assign tasks to other members of your organization
- Steep learning curve
- Very out-of-the-box implementation, not a lot that the administrator can customize
- Sometimes the web application can be laggy
Gainsight is extremely easy to use, integrates with Salesforce, and gets me the the info I need to do my job as a customer success manager.
It took me some time to find the right way to use the software, but now that I have a system down I have no complaints.
Contact Gainsight for pricing.
Below are some frequently asked questions for Gainsight.
Gainsight offers the following pricing plans:
Free Trial: Not Available
Contact Gainsight for pricing.
Gainsight offers the following features:
Gainsight has the following typical customers:
Large Enterprises, Mid Size Business
Gainsight supports the following languages:
We do not have any information about what Gainsight pricing plans
We do not have any information about what devices Gainsight supports
Gainsight integrates with the following applications:
AdvocateHub, Azuqua, Datahug, Komiko, Marketo, Mixpanel, MoData, Pendo, ReferenceEdge, Salesforce Service Cloud
Gainsight offers the following support options:
FAQs, Knowledge Base, Online Support