Gainsight

Gainsight

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Kristi F.
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Verified Current User
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"Impossible to scale Customer Success without it ...."

What do you like best?

Having access to all of my customer data in one place enables my team to drive efficiency in their day to day. They are able to see engagement, health, actives and all account data to manage customer outcomes. As I am scaling my team, I can ensure they are doing all of the right activities by deploying playbooks through various CTAs, we have also standardized reporting and have a better holistic view of our customers. Health Scores and Journey Orchestrator provide us with the necessary data and technology to provide a better proactive approach for our customers which they have come to expect and rely on.

What do you dislike?

I do wish the onboarding and implementation were a bit easier, but given the level of custimization and data integration it's to be expected. Being a 3 time customer has worked to my advantage :)

Recommendations to others considering the product:

Make sure you have a good handle on your customer success model and that you have access to good clean data.

What problems are you solving with the product? What benefits have you realized?

I use Gainsight to scale, operationalize, streamline data, drive effiency and better manage to our business results. We rely heavily on Gainsight to reduce to churn, increase adoption, and manage our customers business goals and objectives. I would not be as successful without Gainsight.

What Customer Success solution do you use?

Thanks for letting us know!
Addy B.
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Verified Current User
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"2 Time Buyer"

What do you like best?

The way data is consumable for anyone that uses it. The success cards are incredible and the overall thought leadership around Customer Success creates a community that feeds into the success of the platform. I cannot recommend enough!

What do you dislike?

Their implementation processes need work and some of their initial configurations is a little counter-intuitive and confusing. The main place where they miss the boat in implementation is they don't tackle the business need first. Gainsight gives insight into how an entire business can rally around a customer's ultimate success, so it takes a village to figure out how to really fly with it.

Recommendations to others considering the product:

It's a powerful tool that doesn't always get full credit from their implementation team or process. Don't let that detract from it's power though! Find a good consultant and it won't disappoint.

What problems are you solving with the product? What benefits have you realized?

Gainsight gives instant and real-world visibility into the way our customers interact with our company and product. It takes complicated algorithms, datasets, and information and displays it in a way that anyone can understand and take action on.

Jamie M.
Validated Reviewer
Verified Current User
Review Source
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"Great CS Management tool"

What do you like best?

Gainsight has allowed our Client Success team to manage our clients through and through. The tool is key to managing our client life cycle from initial engagement, through implementation and Go Live stages, and following through to Renewal. Being able to trigger tasks for CSMs based on usage and on life cycle stage has been crucial.

The customer support is fantastic. The Support desk communicates frequently when working through submitted tickets and our Client Success Manager thinks outside the box when making strategic recommendations for our business.

What do you dislike?

It's not really a "dislike" as this should be expected, but you really have to put a lot into it to get a lot out of it and to drive full adoption among users.

Recommendations to others considering the product:

Go for it!! Be sure to dedicate the time to the set-up in order to get the most from the product.

What problems are you solving with the product? What benefits have you realized?

Initially, we needed a tool to centralize our client data as well as keep our Client Success team organized with their tasks with managing so many clients. We continue to solve for other problems year over year as our Gainsight CSM digs into our business needs and opens the door to features that she feels would best suit us. Next up is utilizing co-pilot to it's fullest so that we can better manage our low-touch clients.

Bryan Z.
Validated Reviewer
Verified Current User
Review Source
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"Indispensable for Customer Success "

What do you like best?

Having real-time data analytics based on the KPIs we specified that monitor the health of the customer and automatically trigger alerts, tasks and/or playbooks to act accordingly that are visible all the way up to managers and executives. This gives the team the ability to know what's going on with the customer so they can be proactive and know where to focus their time and energy.

What I like second best is the true, 360 degree view of the customer so the CSM can be readily prepared for any customer interaction.

What do you dislike?

Email Assist template functionality is severely limited and can only be attached to Playbooks. Users cannot select a template, so the administrator has to create multiple Playbooks and/or Success Plans to create any variation. Success Plans cannot be cloned and have to be built from scratch to accommodate the variations of email templates you may have.

Recommendations to others considering the product:

I was not part of the selection process but am thrilled with the implementation, training and support from Gainsight and the overwhelming positive reaction from our Customer Success Team of 100+ users.

What problems are you solving with the product? What benefits have you realized?

We have just implemented Gainsight but our VP of Customer Success has used it for years at another business. With his experience and my comprehension of the platform and business, I'm confident we'll see great results in Retention, Efficiency and Expansion.

Charrisse N.
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Verified Current User
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"AN awesome tool"

What do you like best?

I like how this tool innovates more and more every year. This drives to more customers renewal and a lot of benefits from our company. They putting up everything that the Clinet needs to know in just one slide or page is totally what we needed, so everything can be explained to the Customers. Also, in this way we can expectations form the Clients are met if not to be improved. Relationship is the key to a more Successful partnership and Gainsight is the key! What an awesome tool to use and spread to other Customers that are not using GS yet.

What do you dislike?

none so far, but I think it would be best if they already provided us the estimated date that these changes will take place

What problems are you solving with the product? What benefits have you realized?

CTAs, Ruls Engine, C360, Healthscore

Jacob R.
Validated Reviewer
Verified Current User
Review Source
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"With Gainsight, I can focus my attention where it's truly needed: Customer Outcomes."

What do you like best?

Before Gainsight, I was frustrated by our customer success efforts (speed, scope, outcomes). After successfully launching Gainsight, my frustrations have evaporated. I'm absolutely delighted that I can track our Customer Success initiatives, predictive analytics and insights, and customer health indicators from anywhere, from any of my devices, and all in real time. Using Gainsight feels effortless. I would definitely make this purchase again!

What do you dislike?

The capabilities and benefits of Gainsight as a Customer Success/Insight solution far outweigh any limitations, which are primarily minor technical or UX and UI concerns. Gainsight has been responsive to these minor irritations.

Recommendations to others considering the product:

Before Gainsight, I was frustrated by our customer success efforts (speed, scope, outcomes). After successfully launching Gainsight, my frustrations have evaporated. I'm absolutely delighted that I can track our Customer Success initiatives, predictive analytics and insights, and customer health indicators from anywhere, from any of my devices, and all in real time. Using Gainsight feels effortless. I would definitely make this purchase again! That said, please understand that the primary challenge to successfully implementing Gainsight and realizing consistent/ongoing value has nothing to do with Gainsight itself; rather, it is your own readiness to transform business and operating models, as well as culture.

What problems are you solving with the product? What benefits have you realized?

Our business (and industry) is still transitioning from physical product/on-prem business models to a SAAS/Subscription model. Before implementing Gainsight, we managed our Customer Success efforts as best we could (with imperfect tools and difficult-to-reach data, sourced from dozens of separate systems). Thanks to a well-planned and executed implementation of Gainsight, we now have several current as well as predictive measures of customer health, churn, value, etc.

Jeffrey G.
Validated Reviewer
Verified Current User
Review Source
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"The CS Journey has begun..."

What do you like best?

What we like best is the flexibility and innovation of the Gainsight platform that allows us to aggregate customer data that lives in multiple places / data sources, make it easily available on-demand to those interested (e.g., account management), and then hook up triggers (calls to action) that inform us if something bad happens (risk event) or something good happens (opportunity event).

What do you dislike?

There were some data sources that were difficult to bring into the platform, such as SalesForce Community data. This was very difficult and we could only bring in limited information.

What problems are you solving with the product? What benefits have you realized?

The business problem we are trying to solve with Gainsight is protecting our baseline renewal revenue, which is becoming a larger portion of our overall revenue through time. We must do everything to protect -- and expand -- our recurring revenue stream.

Steven D.
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Verified Current User
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"The BEST Customer Success Tool - Endlessly customizable for your needs"

What do you like best?

Gainsight is an incredible tool. Our ability to manage risk and drive renewals is incredibly robust thanks to the automation and excellent features from Gainsight. The tool's repertoire of features has grown faster than our Customer Success business processes, which leaves us always finding new ways to succeed without waiting for new development. We strongly benefit from the survey tool and scorecard functionality.

What do you dislike?

Gainsight's only drawback is its tendency to drop unused features silently and allow them to become out of date or out of touch with the rest of the platform. I would love to see a more coherent plan with some features, but I think that is not compatible with Gainsight's vision of trying to lead the bleeding edge of customer success.

Recommendations to others considering the product:

Be sure you can devote staff time long term to updating the tool, reviewing new features, and adapting your business processes to match.

What problems are you solving with the product? What benefits have you realized?

This platform has allowed our CSMs to handle larger workloads and service more customers with less effort consistently. No other tool has allowed us to automate the repetitive aspects of customer success while concentrating our human efforts on the customers that matter most.

Liam N.
Validated Reviewer
Verified Current User
Review Source
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"Gainsight has positively changed the way we work with our customers"

What do you like best?

The ability to automate actions based on scenarios and triggers. The reporting and dashboard functionality is great. There's almost too much information to look at!

What do you dislike?

The limited layout options on c360 page that could be improved to stop the need to view accounts in Salesforce. Most of the time we're in Gainsight, but sometimes we have to view info in Salesforce.

Recommendations to others considering the product:

Don't under estimate the amount of configuration and management the actual application requires as you implement it. Gainsight is super flexible and powerful, you will need to dedicate real time to implement it if you want to use it more than simply what is there in a default installationn

What problems are you solving with the product? What benefits have you realized?

We wanted a tool that could help automate many business processes, to encourage consistency in managing risk or expansion scenarios, and to help us scale our efforts as our customer base continues to grow. We're becoming a lot more sophisticated in our approach to working with our customers.

Jeff M.
Validated Reviewer
Verified Current User
Review Source
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"The gold standard for Customer Success teams that keeps getting better"

What do you like best?

Gainsight is easy to set up and CS teams can get initial value very quickly using basic functionality. It is packed with advanced functionality that can take time to design and implement, but Gainsight offers a lot of self-service resources and best practices templates to assist with this.

What do you dislike?

Reporting is pretty robust, but it can take some time to master the framework for designing effective reports and dashboards. Compared with Salesforce.com, the reporting model is more centralized for admins, and doesn't give individuals the flexibility to create their own reports on the fly.

What problems are you solving with the product? What benefits have you realized?

Provide visibility into customer health and engagement; operationalize and standardize our CSM engagement model for customers at different lifecycle stages and in different segments; communicate with customers at scale; collect and analyze customer feedback as part of our NPS program.

Joe D.
Validated Reviewer
Verified Current User
Review Source
content

"Gainsight is a great tool to utilize data to better your business"

What do you like best?

Gainsight has continued to progress and build their product out. It allows a lot of flexibility in terms of accessing the data you need in order to proactively reach out to at risk customers and leverage your best customers as potential references. The calls to action allow our CSMs to be notified and get in touch with customers in a timely manner.

What do you dislike?

Gainsight needs to focus on solving customer issues and developing the tool with the customer focus in mind. Some of the reporting formatting is limited as well as options for the success snapshot.

What problems are you solving with the product? What benefits have you realized?

We use the journey orchestrator to automate outreaches to our customers. We also heavily utilize the timeline functionality to keep record of our accounts for seamless transitions among our CSMs.

Jason K.
Validated Reviewer
Verified Current User
Review Source
content

"Great platform for ensuring customer success best practices"

What do you like best?

I like that there are so many areas which will support customer success best practices even though we can only bite off a couple of the pieces right now as we deal with resources to implement as well as considering that we cannot overload our CS community with everything at once. The constant features which are being adding that allow for advancement in these areas gives me confidence that we chose the correct platform not just for today but for years to come. The ease in which to stand up platform and make changes when needed is awesome.

What do you dislike?

I wish they could have been more prescriptive as to the structure of our data based on our business model. I will admit that may have been due to the fact that we thought we could do the bulk of the work ourselves at the onset but now we need to leverage best practices and for that we need outside experiences.

Recommendations to others considering the product:

Start going as fast as possible and iterate quickly. Bring Gainsight in to validate what you are doing for the objectives you are trying to reach.

What problems are you solving with the product? What benefits have you realized?

We want to reduce our churn and uncover expansion opportunities. We have begun to get a more quantitative understanding of our health status for each of our customers.

Manmeet D.
Validated Reviewer
Review Source
content

"GS review"

What do you like best?

The robustness of the MDAs and importing data from multiple sources. Being able to tie in usage data from our platform and salesforce data, plus triggering reminders based on that usage. Great support and communities and lots of great features coming in future releases. Scorecards feature and health scores. Bionic rules have been really good addition and can be very powerful.

What do you dislike?

Some features aren't always thought out for ease of use for CSMs. Admin set up is difficult on certain aspects but improvements are coming. Better reporting mechanics would be great and it looks like bionic reporting might be able to handle this.

Recommendations to others considering the product:

Planning is crucial when setting up anything in GS as an Admin. Also, getting manager and CS buy-in is crucial for adoption from CS team.

What problems are you solving with the product? What benefits have you realized?

Better task management system, finding insights into account health at earlier stages of the lifecycle. Health scores and usage reporting in GS have been very helpful.

Daniel K.
Validated Reviewer
Review Source
content

"Gainsight Needs a lot of Work"

What do you like best?

Based on my experience with Gainsight as an admin, there are a lot of limitations that need more strategic development. The product itself has a lot of potential, but when building anything remotely close to complex limitations block the ability to fully create a robust system.

Additionally the teams are GS are very much in need of better training and best practices. Particularly the support team.

What do you dislike?

I would like more flexible and robust data management in GS. There is a potential for great data management, but the schema creation/rules engine has, once again, silly limitations. Using said data in the JO is not straightforward and often doesn't work as it is built.

I run into 'limitations' or bugs every week and that is unacceptable.

Also, is there a QA team? The user experience in the front end interface is inconsistent and seems clunky.

Recommendations to others considering the product:

Do deep investigation that GS can handle the growth of your business. It isn't as flexible as it needs to be.

What problems are you solving with the product? What benefits have you realized?

Our VOC program is pretty robust and GS did make that possible.

Mara L.
Validated Reviewer
Review Source
content

"Best product for Customer Success"

What do you like best?

The ease in which I can train users to use the platform. In addition the way the they take care of the customer in helping and aiding in their success and travel with us in journey from configuration, implementing to growth.

What do you dislike?

As an administrator, I"m not fond of how often the system iterates (monthly). Although it is great, it poses a challenge to administrator who need to establish internal expectations and create training and new learning for users. It would be best to receive announcement of product releases in advance so that we can prepare and see what new features we may want to adopt and further develop.

Recommendations to others considering the product:

Be Prepared with business process and to have at the very least a champion that will drive the success of the platform.

What problems are you solving with the product? What benefits have you realized?

The benefits are endless. What we have been able to solve for is Visibility into customers and the internal teams. A year ago we did not have visibility into any of the the customer interactions and was house in disparate systems or someones head. Today we have a single source of truth in partnership with Salesforce and Gainsight, we have s 360 degree view of the customer at all times and can manage churn.

Jonathan H.
Validated Reviewer
Verified Current User
Review Source
content

"Enabling Customer Success with Gainsight"

What do you like best?

The dashboard views are great along with the ability to hook into some of the internal data we use to track customers. The renewal charting is an easy way to see which accounts I have up for renewal and where to focus my efforts. It also allows me to plan accordingly into the future and how I can utilize my time most effectively.

What do you dislike?

Co-pilot could be a little more useful in terms of email tracking, especially if there was some sort of gmail plugin that would allow you to compose emails and have them tracked for open rates, click rates, etc. Additionally, the tool can be a little clunky at times and give repeated error messages. I sometimes find navigating to things like Playbooks not nearly as intuitive as I feel it could be.

Recommendations to others considering the product:

Gainsight has been quite helpful in getting a birds eye view, but still lacks in certain areas. Improvements are being made for the better.

What problems are you solving with the product? What benefits have you realized?

Keeping a pulse on customer health based on a number of factors. We ultimately use it to make sure our customers are utilizing our products in the best manner, while enabling them to be successful.

Sara M.
Validated Reviewer
Review Source
content

"Great way to scale your customer insights!"

What do you like best?

When talking to a customer, it's critical to serve as a well-informed advisor and make sure every single touchpoint drives value. Gainsight gives us the ability to reach out at the right time, with the right insights that drive genuine value for our customers.

What do you dislike?

Setup was complex, and onboarding took longer than we'd have liked. Gainsight is equally powerful and complex on the back-end, requiring some diligent in-depth knowledge to really drive the most value from the Platform. It's incredibly powerful, but not a plug-n-play type of solution that you can run without investing the time.

What problems are you solving with the product? What benefits have you realized?

Gainsight helps to deliver insights on trends vs. point in time data that allow us to be more informed and drive more value for our customers. We want to make sure we're scaling our team and constantly increasing the value we drive for our customers, and Gainsight helps us do just that.

Shimon S.
Validated Reviewer
Verified Current User
Review Source
content

"Customer Success Manager that works with GainSight over a year"

What do you like best?

A really good additional layer above SF for Customer Success Managers.

The Cockpit concept is an excellent idea with all predefined playbooks (customer journey, renewal, Executive Business reviews etc,). Very dynamic and easy to use.

The Cockpit concept is a good approach and solution for managing a huge amount of customers altogether.

In addition, the timeline is a good start for auditing all important activities within an account (such as when our kickoff meeting took place, status meetings, EBR etc.). It is a very useful for auditing purposes, collaboration and transferring account between CSMs.

What do you dislike?

Performance should be dramatically improved.

In addition, an excellent UX/UI designed should be recruited in order to convert GS to 2018 standard in terms of the end-user experience.

Recommendations to others considering the product:

I gain value from using GS. That being said, be patient with the UX and the performance.

What problems are you solving with the product? What benefits have you realized?

1 single platform for managing an account. Transpersicny between my self and my manager.

Tasks management platform with automatic tasks (CTAs).

Isaac L.
Validated Reviewer
Review Source
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"An End to End Platform for Customer Success Managements and Productivity"

What do you like best?

Gainsight's out of the box components are tailor made to the core tasks and capabilities of CSMs. It's an easy to set up and operate platform that we see many CSMs turn to on a daily basis.

What do you dislike?

At an enterprise level, it can often be hard to prescribe what exactly each module or feature should be used for. For instance, when tracking key actions and events, how do I know if I should represent it as a CTA or Timeline Activity? Prescriptive guidance towards when to use what feature would be great for our users.

What problems are you solving with the product? What benefits have you realized?

As a partner, our customers have solved automation challenges through Gainsight's flexible UI and complex Rules Engine, that allows them to consolidate, interpret, and represent key customer data to CSMs. This has resulted in reduced operational time when staging and getting ready for customer QBRs.

Tyler R.
Validated Reviewer
Review Source
content

"Great CS Solution"

What do you like best?

I love how comprehensive and easy to use the cockpit is. Our Admin team has been working closely with Gainsight to make sure that all CTAs and Playbooks make sense to our CSMs so when there is an activity that needs to be completed, our team knows exactly what to do.

What do you dislike?

The Rules Engine can be difficult to understand and takes a lot of time to learn. There needs to be more training about the NXT platform of Rules Engine.

Recommendations to others considering the product:

Make sure you understand your data and learn as much about Gainsight as possible before starting implementation or else you will be the biggest stop gap to bringing massive value to your customers

What problems are you solving with the product? What benefits have you realized?

Having accurate reports, measures, and health scores of all our customers so we understand more about their needs and how to best engage with them proactively.

Melissa A.
Validated Reviewer
Verified Current User
Review Source
content

"Gainsight Experience as a Gainsight Admin"

What do you like best?

I like that they are constantly trying to improve the product, so we can grow our success team as Gainsight grows. I also like how responsive their support team is.

What do you dislike?

I don't like how things can be very disconnected. When working with the MDA, its hard to pull in other data, such as SF data, without creating more tables to then copy data into. Also, all of the Advanced outreach details are very difficult to report on because they are all silo'ed in separate tables.

What problems are you solving with the product? What benefits have you realized?

Gainsight has allowed us to grow our success team and give our CSMs more time to actually be proactive vs reactive. This has allowed us to really see the benefits a CSM can make to a customer.

John G.
Validated Reviewer
Verified Current User
Review Source
content

"Fits the needs of a rapidly growing team."

What do you like best?

Gainsight is a great tool for ensuring that all of your accounts are in good health and that they are each getting the appropriate touches from your company and CSMs to keep them finding value.

What do you dislike?

I've implemented Gainsight twice and saw a huge improvement in how fast Gainsight can help a customer get up and running. They really have dialed in their on boarding process which was something that I found pretty challenging the first time around.

Recommendations to others considering the product:

Do it!

What problems are you solving with the product? What benefits have you realized?

We purchased Gainsight to help solve three problems.

1.) Make the lives of our CSM easier.

2.) Help manage the team and a metrics and activities that mater most.

3.) Create a very clear picture of the health of our customer base.

John A.
Validated Reviewer
Review Source
content

"Gainsight increased our efficiency"

What do you like best?

Gainsight has some great features for automating workflows and creating triggers for employees to follow-up on. I'm most impressed with how advanced we can make email automation to reach a larger number of customers and continue to engage or not based on conditions we've defined. There is lot we can customize to target specific segments and achieve outcomes. As an admin, I've really appreciated the new Analyzer tool that can show me which workflows are inefficient and offer suggestions for improvement. Overall, I like how involved Gainsight is with us as a customer.

What do you dislike?

There are some limitations on email and CTAs that might be unique to our environment but have hindered full adoption. We'd like our CSMs to be able to not have use their email inbox and be able to cover for OOO using our standard inbox but we can't specify this within Gainsight. There are some limitations in reporting that would help us immensely if they were implemented and occasionally there are inconsistencies in the UI (settings for one function are different than the same sort of settings for another function). We've overcome these limitations but it does hinder adoption as well as the ability to train new user/admins.

Recommendations to others considering the product:

Work on incorporating one feature at a time as it can quickly get overwhelming. Gainsight Support and the Community are very helpful - I like that the product teams are active participants on the Community.

What problems are you solving with the product? What benefits have you realized?

We've been able to automate and scale many of our workflows especially in relation to routine transactions which has freed up time for more proactive engagement. We also have been able to collect and consolidate data in order to identify trends within our customer base.

Colleen D.
Validated Reviewer
Review Source
content

"Gainsight = Game Changer for CS"

What do you like best?

Gainsight enables us to closely monitor customer usage of our product which is critical for insights to our customers from onboarding (how quickly do they activiate) to adoption (identifying potential churn risk when they are the not using) to expansion (are they oversubscrubed or good candidates for additional product features). It allows us to scale the engagement or our CSM's to customers as we are able to both create daily activities for the CSM and personalize our messaging.

What do you dislike?

Not necessarily a dislike but in order to take advantage of some of the real benefits of the system our team does not always have the knowledge to self implement. We have only one sales operations person to help us implement new features.

What problems are you solving with the product? What benefits have you realized?

Scaling my organization, monitoring usage and stage of customer journey with our product, managing churn.

Shaylyn S.
Validated Reviewer
Review Source
content

"Gainsight Strategic Advisory Services"

What do you like best?

Gainsight opened my eyes to the true impact of Customer Success. Through a strategic advisory engagement, we were able to better understand how to communicate value to our customers, segment our customers to develop more specific strategies, and begin to align best practices as a Customer Success team. Gainsight coached us through identifying the biggest areas of opportunity and provided excellent knowledge and exciting potential solutions through their software platform.

What do you dislike?

Our team has not yet implemented Gainsight software.

What problems are you solving with the product? What benefits have you realized?

We are early in our Customer Success journey, and the team today is very reactive. We have contributed to great growth in the business already, and we are looking for ways to continue that growth while becoming more efficient and effective as a team. We have turned to Gainsight to learn how to be more proactive and strategic with our business. We have made great progress in the knowledge around Customer Success but have not yet put a lot of our recommendations from Gainsight into action because we have not yet implemented the software.

Erin M.
Validated Reviewer
Review Source
content

"Gainsight for Customer Success"

What do you like best?

The best thing about Gainsight is how granular you can get with reporting. Our CSM dashboards help us get a good handle on where our customers are in the success cycle. We are also able to standardize success plans and playbooks which help keep all of our CSMs on the same page so that we can keep unified success metrics.

What do you dislike?

The problem with Gainsight is that is is so robust that it is easy to screw up if you don't understand the system well before you begin utilizing. We have hundreds of useless power-lists that we now have to go back and groom because we did not understand the process end to end. Perhaps additional training should be stressed.

Recommendations to others considering the product:

Do the training courses - Watch the videos - engage with your Gainsight CSM

What problems are you solving with the product? What benefits have you realized?

We use Gainsight to keep our CSMs on the same page. We use it to manager customer relationships and analyze risks across all of our customers. It helps us with enablement, engagement, adoption, and more.

A
Administrator
Validated Reviewer
Verified Current User
Review Source
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"Gainsight health scorecards and CTAs are gamechangers"

What do you like best?

Before Gainsight, we lacked a way to aggregate all of our disparate pieces of information about our customers. Even when we DID pull that information together, we were uncertain how to apply a formula to assign a score. Gainsight has taken the heavy lifting out of that process. Gainsight has also given our Customer Success team a new way to operate and stay on top of their customer touchpoints and renewal management with automated CTAs and a tight integration with Salesforce.

What do you dislike?

As an admin, the setup and building or rules and reports has not been as intuitive as I would have liked.

What problems are you solving with the product? What benefits have you realized?

Problems being solved - assigning health scores, managing renewals.

Benefits - adoption by CS team with a tool that allows them to work in one place and streamline their work.

Duane H.
Validated Reviewer
Review Source
content

"A little more than we need"

What do you like best?

I like that Gainsight is all from the customer success point of view. Most software is related to sales and closing the deal but misses on continued tracking and behavior of the customer.

What do you dislike?

Gainsight offers things that we do not need. We like our CSMs in the same system as the rest of the company (Salesforce) and do not want them jumping from one system to another. I really wish that Gainsight offered the Customer Health Scoring as a separate stand alone feature that we could integrate in with Salesforce without needing the rest of the platform.

Recommendations to others considering the product:

Having more a la carte options for your features instead of needing to purchase the full platform

What problems are you solving with the product? What benefits have you realized?

We are doing a better job of tracking our larger customer renewals and have seen some great strides.

A
Administrator
Validated Reviewer
Verified Current User
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"Powerful Customer Success Tool"

What do you like best?

Having everything visible about a customer in one 360 view. The Timeline functionality is helping our CS team keep customer notes in a central place, reducing the amount of siloed information. We like the ability to build a customer health score based on data inputs from various sources. Auto-triggered CTAs are helping our teams stay on top of customer issues that they didn't have access to beforehand.

Gainsight's support team is extremely responsive and helpful.

What do you dislike?

A few things could be improved. We're leveraging Gainsight on custom Salesforce objects, which makes configuration more complex, and not all features are currently available to us. The platform can also be a little slow at times.

I would love for Gainsight to sync with our CSM's calendars and email accounts - this would make it much more easily integrated into our ongoing CS processes.

Given the robust functionality and change management required, it is a pretty time-intensive system to implement and maintain, but you get what you put in.

What problems are you solving with the product? What benefits have you realized?

We are trying to grow and scale our CS org processes, improve our renewal rates, and improve visibility into customer risks so we can mitigate them quickly. For the CSMs who are using Gainsight regularly, we see that they are able to be more proactive with their accounts. We're also seeing improved consistency in the customer lifecycle and designated touchpoints.

Ashley F.
Validated Reviewer
Verified Current User
Review Source
content

"Gainisight has changed our business"

What do you like best?

The ability to pull in data from all sources and have everything in one place for a true customer 360 view. I also like the ability to share dashboards and customer 360s with external users. The dashboards look great and the functionality is great for sharing information cross departments.

What do you dislike?

The new features in the admin area are becoming less and less intuitive. I also wish they offered certification courses or in person training courses.

Recommendations to others considering the product:

If you're familiar with SFDC, I would suggest having the admin go through more than just the onboarding training. The admin side is very different than any other database I've worked with.

What problems are you solving with the product? What benefits have you realized?

We now have the ability to see everything that our customers are doing to have better conversations with them.

Mark J.
Validated Reviewer
Review Source
content

"Vice President of Client Services for a SaaS based software platform"

What do you like best?

Gainsight provides the tools necessary to properly manage our Customer Success program allowing our CSMs to proactively engage our client base and ensure they are adopting and having a positive experience with our products. We are able track and manage a health score based on customized scorecards specific to our business providing insight into customers that may be at risk allowing us to initiate protocols to engage and hopefully remove the client from a risk status. In addition, we utilize the co-pilot and email assist tools to effectively communicate to all of our customers at once as needed.

The Gainsight team is also one of the company's biggest assets. Both the Success and Support teams are responsive, knowledgeable and helpful. We owe much of our own success to their assistance and direction they provided from the beginning.

What do you dislike?

The administrative reporting tools are robust and allow us to extract the data into a warehouse to perform the analysis and calculations we need for our business, but I would like to see an improvement in the standard reporting tools to analyze retention/churn and calculate gross and net churn.

Recommendations to others considering the product:

Use the opportunity to improve your processes and interactions with your customers. Be prepared to ask your teams and all stakeholders including clients the hard questions: How you can make the customer experience better? What you do poorly? If you could start over today using all the knowledge you gained up until this point, how would you design the perfect customer experience? Approaching it from this direction will help ensure you go in the right direction with the Gainsight installation and setup.

What problems are you solving with the product? What benefits have you realized?

Our SaaS product was new to the market and we began using Gainsight very close to the beginning so I cannot provide an in depth comparison as to what we gained after using Gainsight as I do not have the pre-Gainsight history. However, having been in the software industry for over 20 years, I can attest to the benefits of Gainsight as follows:

- Development segmentation for our client base allowing us to develop specific customer success adoption and management strategies for each segment

- Track the overall health of customers which is critical in today's marketplace

- Our customer success team to can track all of their communications with clients, create proactive CTAs for both ongoing communications and address clients that may be at risk, and identify opportunities for product expansion.

- Access daily/weekly reports for analyzing retention/churn as well as calculate gross and net churn, granted this is done outside the product.

I am confident that without Gainsight, we would not have successfully retained as many client as we have over the last 3 years.

Yann R.
Validated Reviewer
Review Source
content

"Powerful and flexible"

What do you like best?

We've finished implementing Gainsight a few months ago and the impact it had on our team and our ability to work with customers has been tremendous!

Gainsight allows us to interact with our users in a deep meaningful way, getting rid of the "hey just checking in" emails to only focus on what matters and will create value for them.

What do you dislike?

It's a pretty complex tool and will take a while to master. On top of that there's a lot of things that don't really make sense (such as the way menus are organized).

Recommendations to others considering the product:

Gainsight takes a lot of work before you'll get real value from it, but it is TOTALLY worth it!

What problems are you solving with the product? What benefits have you realized?

Being able to see how our customers interact with our platform and engage with them in meaningful ways.

AC
Administrator in Computer Software
Validated Reviewer
Verified Current User
Review Source
content

"Game Changer"

What do you like best?

I like how easy it is to use our existing sfdc data and turn it into proactive insights for our CSM team. Not to mention the support we always receive when we have questions. I have nothing but positive experiences with Gainsight

What do you dislike?

Some of the limitations with scorecards. I would like to be able to create separate score schema's that are specific to the different industries we work with as well as different scoring based on the customers stage.

Recommendations to others considering the product:

I would like to see the ability for scorecards to have separate schema's based on defined variables (industry, customer stage). I would also like the ability for the rules engine to modify the status of an open CTA to a different open status. This would be a big improvement in the one to many business model.

What problems are you solving with the product? What benefits have you realized?

#1 problem before Gainsight was churn. We have realized a 20+ point reduction to churn once we implemented Gainsight and Customer success as a whole

U
User
Validated Reviewer
Verified Current User
Review Source
content

"GS has organized my customer's details and AI's to allow me peace of mind in my acct mgmt efforts."

What do you like best?

I like the Cockpit where all of my action Items (AI's) can be saved. I like access to their support cases and deployment details.

What do you dislike?

I dislike that while in Timeline i can have only one Activity open at a time and I cannot move it to a different window. I dislike that I cannot use color highlighting in my Activity notes in Timeline. I dislike the pre-formatted EBR deck download, bc it uses images on each slide, so you cannot edit anything that's inaccurate. I disliek that our Salesforce integration is broken ina way that makes the deployment numbers wrong or non-existent for many of my customers.

Recommendations to others considering the product:

use as many of the available features as possible

What problems are you solving with the product? What benefits have you realized?

I'm able to keep track of my customers in a way that allows me to keep them straight and have a place to go to remind me what they're doing. When you have multiple accounts it can be confusing. (Organization)

Account transition to other team members is extremely simple when you've got a place housing all pertinent info/details they need to take over the account.

A
Administrator
Validated Reviewer
Verified Current User
Review Source
content

"The Worst Customer Experience"

What do you like best?

The customer 360 view is ideal for collaboration and the Timeline area helps keep all notes and tasks in a linear format, unlike SFDC where you have to click into multiple records (Contacts, Opportunities, Accounts) to piece together what you are looking for.

What do you dislike?

The worst deployment experiences of my career. This is the second company I have worked at where the Gainsight team fails at every aspect of customer service. Multiple churned onboarding managers, most of which are junior developers with no best business practices acumen, lack of responses to emails and calls, in essence the worst customer success team with a decent customer success platform which unfortunately will take over half of our contracts term to just get up and running with basic functionality.

Recommendations to others considering the product:

1) Enforce weekly cadence calls because they will not follow up with you after you purchase. They will ask you to spend multiple days watching Admin videos instead.

2) Make sure to get a right to terminate clause built in, my prior company did not and stopped using the tool in year 1 of 2 contract.

3) Invision hired a full-time system admin just for this tool and is a similarly small-sized company to ours. Smart move if you want the tool to actually work and be adopted.

What problems are you solving with the product? What benefits have you realized?

We need a centralized, consolidated view of our interactions with our clients as well as a one-stop shop for collaboration and success plans. The Customer360 is helpful.

A
Administrator
Validated Reviewer
Verified Current User
Review Source
content

"Useful but not ideal"

What do you like best?

`Certain inherent functionality is nice, like the ability to configure Health Scores based on a variety of factors, which would be a time consuming configuration in Salesforce. Also the ability to insert an NPS (or any survey) easily into an email is convenient.

What do you dislike?

The software as a whole is very clunky in terms of user interface. It's not self explanatory or intuitive at all, and configuration to make the software do what you want it to do is very complicated. Sometimes its the small things...this is a Salesforce add on, in Salesforce reports the report filter logic uses 1, 2, 3, however Gainsight reporting filter logic uses A, B , C,..why??? why is it different from the platform it is used on. It makes no sense to me. Also the email fonts and graphics are severely lacking.

Recommendations to others considering the product:

consider the costs and implementation time. Implementation took us a good 6 months, and now we cannot consider switching because of how entrenched we are with it, even though it is obscenely expensive.

What problems are you solving with the product? What benefits have you realized?

We have 3 people that manage 700 accounts. Gainsight makes it easy to keep organized with our renewals, client outreach, sending satisfaction surveys and scoring accounts to assess risk.

Caitlin A.
Validated Reviewer
Review Source
content

"Mixed feelings about Gainsight"

What do you like best?

We are technically able to do all the things we need to with Gainsight. It has a lot of features and possibilities.

What do you dislike?

As an admin, everything is more complicated than it should be. I end up building something multiple times because there is something weird that I missed or "did wrong" the first time around. We run into bugs all the time and have to hack a solution. Our interactions with support are spotty. We are often trying to solve a problem at it's root, and support just finds a bandaid (then the problem comes back again and again). We are also having a hard time with our CSMs adopting and trusting Gainsight.

What problems are you solving with the product? What benefits have you realized?

We are currently using Gainsight mostly for CTAs, Timeline, Dashboards, and surveys.

Jill F.
Validated Reviewer
Review Source
content

"Fantastic experience with Gainsight Professional Services "

What do you like best?

Great overall experience with the Professional Services team. The team was incredibly responsive, patient, and technically savvy. They made a very positive change in our instance and took us leaps and bounds forward with our Journey Orchestrator use. We are very grateful for the time and energy the team dedicated to our Professional Services project.

What do you dislike?

Honestly, nothing comes to mind. It was a very positive experience. We had a broad project with multiple topics.

What problems are you solving with the product? What benefits have you realized?

Our main use of Gainsight is two-fold. Firstly, it is to streamline efforts of our Account Managers so they have one place to access all information for their client accounts. Secondly, we are are using Gainsight to automate communications to clients. This enables us to have a consistent line of communication with clients.

CM
Consultant in Marketing and Advertising
Validated Reviewer
Verified Current User
Review Source
content

"In Depth Analysis In Seconds"

What do you like best?

I love being able to get reports on my clients within seconds, based on various segments and variations in their contract with our company. Gainsight allows me to see the forest without ignoring the fine details.

Being able to keep track of my CTAs with specific steps is incredible! A lot of my job is touch and go, so to be able to track those touch and go's is HUGE!

What do you dislike?

Sometimes Gainsight can be clunky when loading in multiple windows. Playing with the scroll feature can often remedy this issue.

What problems are you solving with the product? What benefits have you realized?

With Gainsight we allow our consultants to look at their portfolio of clients and identify when is the right time to reach out to those clients. We attempt to use Gainsight to identify "high risk" clients and create call-to-actions to attempt to reverse that negative health and turn that client into a long standing client.

We also use Gainsight to help identify clients in terms of where they are at with their onboarding process. Finding clients who have been neglected during the onboarding process can be a huge detriment in the long-term life of a client. Using Gainsight we created reports that will let us know when certain clients have not been reached out to recently or who haven't completed specific steps in a CTA we created for onboarding new clients.

Shawn H.
Validated Reviewer
Verified Current User
Review Source
content

"All your data in 1 place"

What do you like best?

We have 6 different systems that feed client data into Gainsight, saves our Client teams a lot of time to have 1 system with all the information.

What do you dislike?

Implementation team wasn't as knowledge about data integration as I expected, but we worked through it and got all the different integrations working

Recommendations to others considering the product:

Great support team and very flexible product, often find more than 1 way to meet a business need

What problems are you solving with the product? What benefits have you realized?

360 degree view of the client that includes objective data from our different sources as well as subjective data from the people who manage each account. Keeps Customer Success team focused on tasks at hand and being more proactive than reactively responding to emails.

Lukas Q.
Validated Reviewer
Verified Current User
Review Source
content

"Helpful, relevant tech + great people"

What do you like best?

Leading technology in the space, they listen to customer feedback and build for our need. The dashboard views of health, activity and performance are great for visibility into team and account health. Whereas the instrumentation of activity through playbooks has really helped us scale our processes globally. Most of all, I really like the people at Gainsight, the leadership, the individual contributors, all great people.

What do you dislike?

Sometimes the SLA on communication slow and the response not always what I was hoping for, but it might be due to fact it seemed they changed their support model on the sales/success side at a decent pace for a while there.

Recommendations to others considering the product:

Talk to other companies about what they are trying to achieve and have a smart use case deployment plan.

What problems are you solving with the product? What benefits have you realized?

Scaling processes - efficiency of tasks

Visibility to customer activity, issues, opportunities - speed to issue resolve

Insight into customer data points - faster turn around to customer value creation.

Joanne D.
Validated Reviewer
Review Source
content

"Prioritize your customer outreach"

What do you like best?

Knowing which customers require outreach is the key to ensuring customer success. Prior to Gainsight we were blind, we didn't know which customers required attention NOW. We also find the information regarding LinkedIn valuable for identifying new customer opportunities when one of our satisfied customers moves on to another company. Our customer newsletter increased readership and click thru rates when we moved from our marketing automation platform to the Gainsight email solution. The value that the platform has provided is evident by our NPS score.

What do you dislike?

We are very satisfied with the Gainsight platform. We haven't really used the video solution but I believe that it will be a valuable tool in the future.

Recommendations to others considering the product:

The most important thing to do before implementing Gainsight is to know your KPIs, Customer Journey and document all your processes so that when it comes to implementation you can implement efficiently. We looked at Gainsight a year before we purchased and during that time we understood the areas of improvement, created playbooks and documented processes so when it came to implementation we were ready to go!

What problems are you solving with the product? What benefits have you realized?

Customer engagement is the number 1 problem we are solving with Gainsight followed by customer health score. We had a home grown solution for health score that didn't provide a real time view of the customer's satisfaction. With Gainsight integration into our back office systems we now have visibility into support, renewals and other valuable data. Right in one place when we need it.

Jan B.
Validated Reviewer
Verified Current User
Review Source
content

"Helps a small customer success organization to scale"

What do you like best?

Gainsight monitors customer activity and makes my team look larger than it is because we can be very proactive and tailored to their needs including customer communications

What do you dislike?

Lots of new capabilities which complement or replace prior functionality which causes us to pivot to new approach. The new functionality is definitely better, so it is worth making the shift.

Recommendations to others considering the product:

Devote the time needed to get the solution meeting your business requirements. Gainsight is good about assisting you after your initial implementation, but dedicating the time upfront is definitely the preferred approach.

What problems are you solving with the product? What benefits have you realized?

Monitoring customer activity, notifying internal team of upcoming events such as quarterly business reviews or upcoming renewals.

Xander Vonn L.
Validated Reviewer
Verified Current User
Review Source
content

"Very Helpful"

What do you like best?

Gainsight allowed our Account Managers and Customer Success Managers to have a visual idea on how their customers are doing, through the dashboards and the C360 view. It also allowed the company to standardize how our AMs and CSMs handle potential issues or opportunities through the use of CTAs.

Gainsight Support is very proactive in reaching out and letting us know if there are any bug they have found in their system and identifies if there are active rules in our org that is affected. For other issues, their Support team is very responsive in the cases and chat and will help out in the best of their abilities to help provide resolution.

What do you dislike?

It usually takes quite some time to load the Visual Force pages and the locations on where the various settings are is a little confusing. Trying to customize the product to fit our needs is a little challenging because there's a lot of custom objects in the package and we do not know what links to which object.

Recommendations to others considering the product:

Setup is easy to follow and Customer Support is very responsive. Knowledge base is very help and, if in case you get any roadblocks, you can reach out to your Account Manager and he will make sure that your concerns are properly addressed.

What problems are you solving with the product? What benefits have you realized?

For our AMs to have the visibility on their customers' account health and our CSM to ensure that every concern of their customers are properly addressed.

Casey H.
Validated Reviewer
Verified Current User
Review Source
content

"Great for tracking and completing customer onboarding"

What do you like best?

IT is well thought out and makes the transition to Customer Success easy for small companies.

What do you dislike?

Does not cater to Support that well. Would like to see something like Omni Channel in SF but with in Gainsight so a support team does not have to live in multiple areas

Recommendations to others considering the product:

I would make sure they document their current method of onboarding customers. Have the expectation to change pretty much everything at the beginning but know that it will be for the better in the long run.

What problems are you solving with the product? What benefits have you realized?

We are shortening the amount of time spent training customer but providing an easy to follow success plan for each closed opp.

AI
Administrator in Internet
Validated Reviewer
Verified Current User
Review Source
content

"(Almost) One Year as the Gainsight Administrator"

What do you like best?

I love that Gainsight is a blank sheet with incredibly deep functionality. We can collaborate across the company to determine what the best client experience will be and then roll out at scale.

Gainsight also allows a unified message and client experience.

What do you dislike?

Because Gainsight is so dense, a massive question of "Where do we start" and "What should be prioritized" is ever present and a statement of of "This is the Gainsight "Best Practice" to get a lot of value in your first year" is severely lacking.

What problems are you solving with the product? What benefits have you realized?

Gainsight is allowing us for the first time to unify our client experience. We can collaborate across not only our Client Success Team, but Product and Marketing and have one record of truth for the roll-out of our strategy for client retention.

UI
User in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source
content

"Hard to manage Customer Success without it"

What do you like best?

The Gainsight 360 view of a customer has become the hub for a CSM to find as much information as we can manage about an account in a single place. Once you get your lifecycle properly calibrated and operationalized into CTA's, the cockpit becomes a great center to manage your action plans from.

What do you dislike?

You have to be prepared to put a lot of effort into wrangling your data to get stuff feeding into Gainsight properly. You really need the support of an analyst on your side, or you will really struggle. You will eventually get stuff in a good place, but it will take a lot of work.

What problems are you solving with the product? What benefits have you realized?

Better recognition of the risks in our customer base.

CSM's and leadership can get up to speed on an account much more quickly.

Driving consistency among the actions of your Customer Success team.

U
User
Validated Reviewer
Verified Current User
Review Source
content

"Has great potential but is lacking in accuracy "

What do you like best?

I like that I can graph and visualize data to present to customers - which gives a great overview and understanding of their usage and where they can improve in using our platform.

What do you dislike?

I do not like how the data pulled from our own system can sometimes be inaccurate.

Recommendations to others considering the product:

I would recommend Gainsight to work with my internal team to pull more accurate data.

What problems are you solving with the product? What benefits have you realized?

I use gainsight to present an overview of usage data of our platform to my customers during quarterly business reviews and when it is time for renewal and they want to understand how their reps and users are using our platform. My customers ability to see usage helps me renew these accounts.

Mike M.
Validated Reviewer
Verified Current User
Review Source
content

"Gainsight - Insight Into The Customer Journey"

What do you like best?

Gainsight has allowed us to look into the customer journey in a way we never have before. It has given us unparalleled insight into what makes our customers journey one of success or failure.

What do you dislike?

Some bugs have taken a lot of time to work out and also the communication between Salesforce and Gainsight could be improved. Email integration, i.e. having email sent to clients from an outside email program be recorded automatically into Gainsight notes would be unbelievably helpful.

Recommendations to others considering the product:

Adoption of the team is key

What problems are you solving with the product? What benefits have you realized?

Our customer journey has gone from zero to hero. The ability to create CTA's has been huge for follow up and the ability to run in program email campaigns and surveys has been huge.

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