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Über Gainsight CS

Mit Gainsight werden Datenpunkte zu einer umsetzbaren Strategie für den Kundenerfolg gewandelt, die es dir ermöglicht, die Kundenbindung zu erhöhen, den Umsatz zu steigern und Abläufe zu skalieren.

Erfahre mehr über Gainsight CS

Vorteile:

They number of possibilities and integrations are endless. The team is knowledgable and they offer so many free resources for people starting out in customer success.

Nachteile:

The lack of real-time bidirectional sync with Salesforce and complex rules engines make life slightly challenging for admins configuring the tool.

Bewertungen zu Gainsight CS

Durchschnittliche Bewertung

Benutzerfreundlichkeit
4,0
Kundenservice
4,5
Funktionen
4,4
Preis-Leistungs-Verhältnis
4,1

Weiterempfehlungsquote

7,8/10

Gainsight CS hat eine Gesamtbewertung von 4,4 von 5 Sternen basierend auf 49 Nutzerbewertungen auf Capterra.

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Nutzerbewertungen filtern (49)

Elizabeth
Elizabeth
Sr. Customer Success Program Manager in USA
Verifizierter Nutzer auf LinkedIn
Computer-Software, 51–200 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

So pleased with how effortlessly everything works

5,0 vor 3 Jahren

Vorteile:

I like how simple Gainsight has been to use and implement. We have been able to accomplish more with Gainsight in 3 months than we did with Strikedeck in 3 years.

Nachteile:

The cost is high on a per license basis. Gainsight is very heavy on the resource side when it comes to implementation.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
E-Learning, 51–200 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

In Betracht gezogene Alternativen:

The best tool to manage your clients as a Customer Success team member

4,0 vor 2 Jahren

Kommentare: I am very happy because I can finally manage my clients in an easy way, check their customer journey status, they health, the notes from previous calls and the interactions.

Vorteile:

It is super flexible. The reporting capabilities as very advanced, the support team is always able to help, and it's possible to get anything important in a couple of clicks. The interface is clear and easy to understand.

Nachteile:

The tool is very powerful so it's not so easy to use at first. There are so many components that could make your life easier, and it's important to carefully go through the documentation (spending A LOT of time) to be able to understand how it works. Don't try to use it without having studied, it will be a terrible mistake

Rodrigo
Senior Customer Success Partner in Irland
Computer-Software, 1.001–5.000 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

Amazing tool for Customer Success team

5,0 vor 2 Monaten

Kommentare: very positive experience so far with Gainsight and I look forward to using and learn more about how to use it in full power in my day to day with customer success tasks.

Vorteile:

I love that we can see how well our customer are doing based in their usability of their dashboard, health score, etc.. every time before I speak to a customer I check insight to get the insights I need.

Nachteile:

I think there is a lot to be explore so have found something that I dont like yet.

James
Revenue Ops Manager in UK
Informationstechnologie & -dienste, 51–200 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung

Gainsight admin review

3,0 vor 2 Monaten Neu

Kommentare: Overall, I haven’t had the best experience with Gainsight. The onboarding process was poor, the system feels old fashioned compared to the likes of Hubspot, Salesloft and Salesforce, and what features are redeeming about it are complicated to get working due to the nature of the system

Vorteile:

The features offered by gainsight such as the C360 account view, timeline tracker, analytics and CTA rule engine do provide great ability to track and digest what’s going on with our customer base

Nachteile:

The set up is very long winded and not user friendly. Once you have gotten to grips with how information integrates with gainsight and how to build CTAs in the rule engine it isn’t particularly hard, however there are tons of hidden system limitations and nuances that just make the system feel old, out dated and clunky.

Chad
Chad
Vice President, Client Success in USA
Verifizierter Nutzer auf LinkedIn
Internet, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

The product delivers

4,0 vor 5 Jahren

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Internet, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Powerful CRM insights, analysis and automation tool for account management operations

5,0 vor 6 Jahren

Kommentare: 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!

Vorteile:

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.

Nachteile:

Gainsight is expensive and the learning curve is steep. Adopters should consider staffing specifically for GS administration and engagement internally.

Jenna
Client Success Manager in USA
Verifizierter Nutzer auf LinkedIn
, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

At my prior employer we used Gainsight for our CRM.

5,0 vor 6 Jahren

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

Vorteile:

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.

Nachteile:

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.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Telekommunikation, 501–1.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Great pairing with SFDC.

4,0 letztes Jahr

Vorteile:

Love the ability to document all customer communication and events all in one place so that anyone can see what has been happening with a customer.

Nachteile:

Being able to customize things is not always the easiest. Even with having a Gainsight Admin to help with this we ran into road blocks.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Onlinemedien, 1.001–5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Insight into success

5,0 vor 6 Jahren

Vorteile:

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.

Nachteile:

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.

Rebecca
Sr Manager in USA
Informationstechnologie & -dienste, 501–1.000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Great platform to engage with customers

4,0 vor 8 Monaten

Vorteile:

I like the ability to track communications and get a more accurate temperature read on the customer satisfaction

Nachteile:

Would love to use it more for customer advocacy but haven't had the chance

Megan
solutions delivery manager in USA
Sicherheit & Untersuchungen, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Wonderful system for customer management!

5,0 vor 5 Jahren

Kommentare: 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!

Vorteile:

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.

Nachteile:

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!

Rebecca
Customer Success Managet in USA
Telekommunikation, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Gainsight for Account Management

5,0 vor 2 Jahren

Kommentare: Overall, Gainsight has some great features and the integration with Salesforce keeps the data accurate and easier to navigate

Vorteile:

Gainsight is a great tool for housing all customer accounts and managing their data, tracking activities, and creating tasks and account plans.

Nachteile:

The biggest downside of Gainsight is the reporting ability and lack of ease in creating a report. It is not user friendly to create a custom dashboard or get a customized report.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Unternehmensberatung, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung
Quelle: GetApp

Best-in-class customer success management platform

5,0 vor 4 Jahren

Kommentare: Positive. They really care about customer success.

Vorteile:

Gainsight has been a leader in the CS space for a long time. They number of possibilities and integrations are endless. The team is knowledgable and they offer so many free resources for people starting out in customer success.

Nachteile:

Like all CS platforms, you need to have the technical people and time commitment to onboarding. If your implementation is complex, you may consider a 3rd party.

Pranav
RevOps Manager, Analytics in Indien
Computer-Software, 501–1.000 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

Easy to use Customer Success Management & Analytics Tool

3,0 vor 2 Jahren

Kommentare: We have integrated Gainsight for our customer success workflows, and the experience has been a mixed bag. The ability to demonstrate customer health, automate surveys, creation account plans are some of the impactful features, however, the challenges with reporting, and real-time bidirectional sync with Salesforce make a life for admins challenging.

Vorteile:

Gainsight provides solutions for most customer success workflows like account health, advocacy, customer satisfaction surveys, NPS, and account plans. The UI is user-friendly and self-serving

Nachteile:

The lack of real-time bidirectional sync with Salesforce and complex rules engines make life slightly challenging for admins configuring the tool

Sony
Customer Success Manager in USA
Computer-Software, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Fantastic Customer Success tool

5,0 vor 2 Jahren

Kommentare: It is an excellent platform and as a CSM I live in it everyday.

Vorteile:

Gainsight has a great user interface. It is easy to navigate and is very intuitive. Easy to use and very slick to navigate and enjoy working with in it every day. I like customizing dashboard to my client needs.

Nachteile:

Sometimes it is a little buggy when it comes to actual data pulling from a CRM to GS. Otherwise, overall, it is an excellent platform for the CSM's.

Misty
Manager, Sales Operations in USA
Computer-Software, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Robust tool, but need clear deployment plan

4,0 vor 8 Jahren

Kommentare: 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.

Vorteile:

Ease of use

Angela
Sales Operations Manager in USA
, 11–50 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

Very difficult implementation

3,0 vor 8 Jahren

Kommentare: 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.

Vorteile:

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

Nachteile:

difficult to configure without support, buggy,

Dustin
Partner Delivery Manager in USA
Informationstechnologie & -dienste, 501–1.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Great software for customer success

5,0 letztes Jahr

Vorteile:

The timeline view is wonderful for customer tracking. I can easily collaborate with my team and tag them on issues that need immediate attention.

Nachteile:

I do dislike the dashboard view but this could be the way my team has customized it. There is a lot going on and it can be confusing at times.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Freizeit, Reisen & Tourismus, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung
Quelle: GetApp

Great Application to Keep Track of Customer Health

5,0 vor 6 Jahren

Vorteile:

- 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

Nachteile:

- Steep learning curve - Very out-of-the-box implementation, not a lot that the administrator can customize - Sometimes the web application can be laggy

Jason
Project Manager in USA
Tierarzt, 5.001–10.000 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

Powerful Customer Success Tool To Enable Deeper Engagement....

5,0 vor 4 Jahren

Kommentare: We're level-setting the effectiveness of our reps, and making their action lead to direct impacts to customer success.

Vorteile:

The fact that the software takes the guess work out of "who should I call next" is amazing. And better yet, I can model the best practices of my most effective reps to bring all reps up to that level is amazing. No more trying to figure out what rep x did to make the customer jump 20% in revenue. I can track it.

Nachteile:

Not a bad thing, but because it does so much, you have to talk a crawl, walk, run approach. You can't do everything out the gate because it's just too much. So you're forced to pick and choose your battles.

Peter
Renewals Account Executive in USA
Computer-Software, 201–500 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung

I like the idea, has potential, but definitely room for improvement

3,0 vor 4 Jahren

Kommentare: Overall, I like the idea of GS and what it offers. There are plenty of integrations which is great, however, it can get a bit messy when working in GS. There are a ton of tabs. I think if the layout were a bit less complex, it would be much easier to use.

Vorteile:

I like the function where it alerts me when customers are getting overages and also when they have low usage. I also love the email function. I can use saved templates and it pulls data directly in from a separate software. It is also viewable from SalesForce.

Nachteile:

There is not a great integration in SF between opportunity notes and the notes section in Gainsight. This causes me to have to check 2 areas for information pertaining to 1 account. I also have to copy and paste the notes from one either SF or GS and paste them in the other. My workflow would be much more efficient if I was able to have a more one-stop-shop. Also, I wish there was a better notification function that alerts me on CTA's.

Todd
Client Marketing Manager in USA
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Very robust client success tool

5,0 vor 6 Jahren

Vorteile:

Gainsight can help you manage just about everything around client account management. It can help you track events, send you or clients notifications, monitor health scores, trigger various actions, provide dashboards, etc. There is functionality for anything you can think of and the integration with SFDC is key. The company also showcases a lot of thought leadership and shares some very helpful assets and articles.

Nachteile:

Because its so robust, it takes a while to begin utilizing everything it can do. The learning curve is a challenge but the platform is fairly intuitive, so you can work through it.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Internet, 501–1.000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Essential for my role

5,0 vor 4 Jahren

Kommentare: Overall, I'm satisfied with the tool. It's a required piece to the organization of my role.

Vorteile:

I really like how this software helps me to manage my portfolio, goals for each account and track to completion.

Nachteile:

At times, it can be complex and not as user friendly. There is so much this tool can do but the report aspect isn't as intuitive as I'd like.

Rosa
Senior Operations Manager in USA
Computer-Software, 201–500 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

Most comprehensive CS tool out there

5,0 vor 4 Jahren

Kommentare: Overall great -- even when we run into issues, they are quick to help and support

Vorteile:

1. Highly configurable -- we are able to adapt and build just about anything with the Rules Engine 2. Helped us continue to scale with robust email campaign functionality 3. Flexible reporting 4. Fantastic strategic guidance

Nachteile:

Can be hard to use -- definitely recommend having a designated Gainsight Admin to run the system. The advanced features like Rules Engine are pretty complex.

Amy
Analyst in Portugal
Computer-Software, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Customer Success Software

3,0 vor 2 Jahren

Kommentare: The Customer Success team loves the platform and it is their main CRM. For me, I perceive it's value for the team, but I wish it was more intuitive

Vorteile:

It is good at tracking client communications and health score. By using success plans, we can proactively show ROI and we can create dashboards and reports without the need of other platforms. It also counts with Gong and Salesforce integration.

Nachteile:

It might create lots of duplicated records and it is not so intuitive and easy to use and to create rules. The initial set up isn't so simple and Gainsight made us pay an additional consultancy service.