What is Gainsight Customer Success?
Gainsight CS is a customer experience management solution that combines surveys, journey orchestration, and analytics to help businesses provide a best-in-class experience to their customers. Easily access customer insights in a centralized view. Utilize all survey types for a best-in-class customer feedback program.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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79 Likeliness to Recommend
4
Since last award
93 Plan to Renew
7
Since last award
77 Satisfaction of Cost Relative to Value
7
Since last award
Emotional Footprint Overview
+76 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love Gainsight Customer Success?
Pros
- Respectful
- Enables Productivity
- Unique Features
- Reliable
Cons
- Vendor Friendly Policies
Emotional Footprint
How to Read
Positive
Neutral
Negative
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Feature Ratings
Account Health Tracking
Customer Scorecards
Centralized Note Taking
Reporting and Analytics
Surveys and Polling
CRM Integration
Onboarding Collateral Management
Onboarding Workflow Management
Onboarding Portal
Vendor Capability Ratings
Breadth of Features
Business Value Created
Ease of Customization
Ease of Data Integration
Product Strategy and Rate of Improvement
Quality of Features
Availability and Quality of Training
Ease of Implementation
Usability and Intuitiveness
Vendor Support
Ease of IT Administration
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Gainsight Customer Success Reviews
Gunjan N.
- Role: Operations
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Sep 2022
Critical to my Career in CS Ops
Likeliness to Recommend
What differentiates Gainsight Customer Success from other similar products?
Breadth of functionality and use cases possible, flexibility and customizability. It truly has the potential to be an enterprise platform, much more than any competitor.
What is your favorite aspect of this product?
It is built with end users in mind, which can be troublesome at first, but makes sense in the end.
What do you dislike most about this product?
Decisions are often made by the product team for us without considering different business models. We need the flexibility to make the product even more versatile and customizable no matter the business model.
What recommendations would you give to someone considering this product?
Be ready to hire not just a single admin but a team, if you are truly looking to make it successful. It must be at the core of your CX processes.
Pros
- Respectful
- Performance Enhancing
- Enables Productivity
- Trustworthy
Cons
- Less Effective Service
- Less Efficient Service
- Wastes Time
- Role: Operations
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Sep 2022
Fantastic Customer Success Platform
Likeliness to Recommend
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
- Role: Operations
- Industry: Education
- Involvement: End User of Application
Submitted Aug 2022
Great Customer Success Tool
Likeliness to Recommend
Pros
- Saves Time
- Continually Improving Product
- Reliable
- Performance Enhancing