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Gainsight

Gainsight
Gainsight
The durable growth platform for customer success, product, and community teams. Enhance customer success by automating workflows, prioritizing tasks, and predicting risks.
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Published: January 19, 2024

What is Gainsight?

Imagine a platform that transforms how your company manages customer success, creating a competitive advantage through intuitive insights and strategic integrations.

Gainsight offers such a solution, centralizing customer data from multiple sources and providing powerful integrations. This capability allows you to make your customer success platform the core of your technology stack, integrating key customer technologies and pushing data and activities using Gainsight APIs.

Gainsight Demo Video

Which types of organizations is Gainsight best suited for?

Gainsight is particularly well-suited for:

  1. Medium to Large Enterprises: Gainsight’s platform is ideal for medium to large enterprises. These companies benefit from its comprehensive customer success solutions, which include managing customer data, tracking user engagement, and optimizing customer experiences. Enterprises can leverage Gainsight’s robust analytics capabilities, powerful segmentation tools, and integrations with third-party applications like Salesforce and Marketo. This makes it suitable for businesses that require a detailed understanding of customer behavior and engagement, as well as the ability to create targeted marketing campaigns and manage complex customer data structures.

Which job functions is Gainsight best suited for?

Gainsight is well-suited for several job functions across different departments in a company, especially those involved in customer success and engagement. Key job functions that can benefit from Gainsight include:

  1. Customer Success Management: This role is central to customer retention and churn prevention. Customer Success Managers (CSMs) often take on multiple roles to drive product adoption and deliver value, which may include functions typically handled by other departments.
  2. Customer Support: Customer Support teams play a vital role in responding to customer inquiries and issues. They are typically reactive, waiting for customers to reach out with their problems or questions.
  3. Onboarding/Enablement/Implementation: This function is responsible for helping new customers get started with a product or service, from provisioning and installation to configuration. The goal is to accelerate the customer’s time to first value.
  4. Customer Training: Training can be provided in various formats like classroom, live online, or on-demand. It involves educating customers and sometimes internal employees about the product or service.
  5. Product Management: Involves managing the product risk process in collaboration with client outcomes teams, measuring feature usage and adoption, and having meaningful product discussions with customers.

Use Cases

Gainsight’s main use cases include:

  • Customer Success: Managing customer relationships, tracking health scores, and preventing churn.
  • Product Experience: Enhancing product adoption, analyzing user behavior, and delivering in-app engagements.
  • Customer Communities: Creating platforms for customer interaction and self-service.
  • Customer Education: Providing on-demand educational content to onboard and train customers.

These use cases cater to different aspects of customer engagement and experience management, aiming to improve customer retention and product adoption.

Notable Features

Notable features of Gainsight include:

  1. 360-Degree Customer View: Provides comprehensive insights into customer data and interactions.
  2. Health Scoring: Enables businesses to monitor and manage customer health indicators.
  3. Playbooks and Journey Mapping: Facilitates the creation of structured customer engagement strategies.
  4. Product Analytics: Offers insights into product usage and user behavior.
  5. In-App Engagements: Allows for targeted messaging and guidance within the product.
  6. Automated Surveys and Feedback: Enables collection and analysis of customer feedback.

These features are designed to enhance customer success, product experience, and overall customer engagement.

Price

Gainsight’s pricing and packaging include various tiers for different business needs:

  • CS Essentials: Targeted at growing businesses, offering essential customer success features.
  • CS Essentials Plus: Designed for scaling teams, providing more advanced features.
  • Enterprise: Comprehensive package for larger enterprises with extensive feature sets.

Each tier includes varying levels of access to features like customer 360 views, playbooks, dashboards, scorecards, surveys, and email automation, with different user and customer limits. Additionally, Product Experience, Customer Communities, and Customer Education offerings have their own specific pricing structures based on features and support levels.

Customer Success Stories

Here are several customer success stories for Gainsight:

  1. Learnship
    • Use Case: Learnship implemented Gainsight CS and PX to develop a Digital Customer Success strategy that provided a unified view of customer interactions and orchestrated digital touchpoints efficiently.
    • Main Result: Achieved scale in operations and consistency in customer experience without sacrificing quality, allowing for more effective customer engagement.
  2. ADP
    • Use Case: ADP utilized Gainsight to gain a more integrated view of their clients, which was a challenge with their previous system.
    • Main Result: Gained enhanced visibility into customer relationships, which may lead to expansion into a larger client base.
  3. Zapier
    • Use Case: Zapier needed a scalable and flexible solution for their online community to provide self-service support for a diverse range of user journeys, accommodating 2.2 million businesses.
    • Main Result: Enabled a self-service community that answers 100% of user questions within 6 hours, and achieved operational efficiency (three people doing the work of 30). They also saw significant engagement with 125,000 unique visitors and 240,000 monthly page views.

Gainsight Reviews

Read the best Gainsight reviews by verified users here:

Note: review counts as of January 11th, 2024.

 

 

Frequently Asked Questions

What is Gainsight?

Gainsight is a customer success platform that helps businesses drive customer retention and growth by providing insights and tools to effectively manage customer relationships.

How does Gainsight work?

Gainsight works by collecting and analyzing customer data to identify potential risks and opportunities, enabling businesses to proactively engage with customers and drive successful outcomes.

What are the key features of Gainsight?

Gainsight offers features such as customer health scoring, automated workflows, customer journey mapping, and analytics to help businesses understand and optimize their customer success efforts.

Can Gainsight integrate with other systems?

Yes, Gainsight can integrate with various CRM, support, and communication platforms, allowing businesses to leverage their existing systems and data for a comprehensive customer success strategy.

How can Gainsight benefit my business?

Gainsight can benefit your business by improving customer retention, increasing upsell and cross-sell opportunities, enhancing customer satisfaction, and driving overall revenue growth through effective customer success management.

Still have questions? Get in touch

Learn More About Gainsight

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Author

  • Joe Kevens

    I'm the Founder and Editor-In-Chief of B2B SaaS Reviews. I'm also the Director of Demand Generation at PartnerStack, the #1 platform purpose-built for partner management and affiliate marketing in B2B SaaS. Before PartnerStack, I worked for other go-to-market B2B SaaS companies: Influitive (Advocate Marketing designed to generate more reviews, references, and referrals), LevelJump (Sales Enablement) (acquired by Salesforce) and Eloqua (Marketing Automation) (acquired by Oracle).

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