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
Need Assistance?
We're here to help you with understanding our reports and the data inside to help you make decisions.
Get AssistanceGainsight Customer Success Ratings
Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard
to access more information on Gainsight Customer Success.
83 Likeliness to Recommend
100 Plan to Renew
82 Satisfaction of Cost Relative to Value
2
Since last award
Emotional Footprint Overview
+84 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
- Transparent
- Performance Enhancing
- Enables Productivity
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
Onboarding Collateral Management
CRM Integration
Onboarding Workflow Management
Onboarding Portal
Vendor Capability Ratings
Ease of Implementation
Ease of IT Administration
Business Value Created
Quality of Features
Ease of Data Integration
Availability and Quality of Training
Breadth of Features
Product Strategy and Rate of Improvement
Usability and Intuitiveness
Vendor Support
Ease of Customization
Also Featured in...
Gainsight Customer Success Reviews
Gina G.
- Role: Human Resources
- Industry: Media
- Involvement: End User of Application
Submitted Mar 2024
Gainsight is a great customer journey assistant
Likeliness to Recommend
What differentiates Gainsight Customer Success from other similar products?
Whit the right implementation team, a well-planned customer experience, and close collaboration with Gainsight or an external consultant, Gainsight can be a very effective tool.
What is your favorite aspect of this product?
Gainsight allows us to incorporate consumer information into our SFDC system and alert a broader audience to potential challenges and account categories. Overall, the tool offers a comprehensive way to monitor account activity and potential dangers.
What do you dislike most about this product?
It would be great if Gainsight had an operations and management checklist that the CS Ops team could use to follow certain protocols when implementing manuals.
What recommendations would you give to someone considering this product?
At the moment, we monitor customer engagement, risks, and account health scores with Gainsight.
Pros
- Helps Innovate
- Reliable
- Efficient Service
- Security Protects
Brad T.
- Role: Sales Marketing
- Industry: Media
- Involvement: End User of Application
Submitted Mar 2024
Excellent CS account portfolio management tool
Likeliness to Recommend
What differentiates Gainsight Customer Success from other similar products?
Gainsight helps with managing strategic client account portfolios by tracking their engagement and health. If I ever leave the office, my backup coworkers and manager can pick up where I left off. And if I ever need information about past encounters, I can simply search my timeline.
What is your favorite aspect of this product?
I like Gainsight as an effective data analysis tool. Able to connect sets of plates. You can see it in the Control Panel. Amazing team and backup team. Have the ability to convey the client's story in its entirety. Constantly offer updates and suggestions to improve processes.
What do you dislike most about this product?
It may take some time for new Gainsight administrators to fully understand what it means to be an administrator. You must keep in mind that the first two years will be full of ideas and failed attempts to implement them because it is a learning-by-doing tool. That, however, quickly disappears once you master the fundamentals and master the features.
What recommendations would you give to someone considering this product?
By using Playbooks within CTAs, Gainsight helps me with risk management and escalation for my clients and brokers who are at risk.
Pros
- Continually Improving Product
- Enables Productivity
- Efficient Service
- Saves Time
Mohammed Shezan Z.
- Role: Operations
- Industry: Education
- Involvement: IT Development, Integration, and Administration
Submitted Jan 2024
Great CS software
Likeliness to Recommend
What differentiates Gainsight Customer Success from other similar products?
Gainsight Customer Success stands out through its 360-degree customer view, predictive analytics, and advanced health scoring for proactive risk identification. Automation features streamline tasks, and robust integration capabilities ensure a unified approach. The platform's reporting tools offer insights into customer behaviour, while customer journey mapping enables tailored strategies. With a focus on collaboration, Gainsight fosters knowledge sharing through its community platform.
What is your favorite aspect of this product?
Customer 360
What do you dislike most about this product?
Difficulty is customization
What recommendations would you give to someone considering this product?
Get a vendor to implement it
Pros
- Helps Innovate
- Continually Improving Product
- Performance Enhancing
- Enables Productivity