Pulse 2025
June 01, 2025

Pulse 2025

Tony Harper | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Modules Used

  • Gainsight CS

Overall Satisfaction with Gainsight CS

We try to log all customer interactions from our CSMs and TAMs in Gainsight CS and are importing more sources of customer data every year. We use the data to provide visibility of customer status throughout the company although we have had little traction with non-CS leaders accessing the information directly from Gainsight CS.

Pros

  • Timeline
  • Customizable
  • Dashboard Reporting

Cons

  • Currency formats
  • Success Snapshots are painful to use
  • Support has been challenging
  • Visibility is #1. We have a much better view of what's going on with our CSM assigned accounts.
It's great. The CSMs are able to quickly adopt to any new requests leadership adds. We're hopeful the new updates announced at the beginning of Pulse are going to be extremely helpful.
Gainsight CS is a little more polished and has a wider range of capabilities. However, Planhat did appear to be very easy to use. The biggest difference was PlanHats admin capabilities and how simple it was to configure. Planhat was also considerably less expensive.

Do you think Gainsight CS delivers good value for the price?

Yes

Are you happy with Gainsight CS's feature set?

Yes

Did Gainsight CS live up to sales and marketing promises?

Yes

Did implementation of Gainsight CS go as expected?

Yes

Would you buy Gainsight CS again?

Yes

Gainsight CS is great, but it's really expensive so may not be a good fit for smaller organizations.
It's worthless if the CS team isn't bought in. If they don't use it every day, you'll never get the real value.

Gainsight CS Feature Ratings

6.0
Product usage
8
Help desk / support tickets
4
8.0
NPS surveys
9
Sponsor tracking
4
Customer profiles
8
Automated workflow
8
Internal collaboration
10
Customer health scoring
7
Customer segmentation
10
8.7
Customer health trends
6
Engagement analytics
10
Dashboards
10
9.0
Role-based user permissions
9
10.0
API
Not Rated
Integration with Salesforce.com
10

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