If you can’t decide between Gainsight and Salesforce, you are in the right place. Gainsight and Salesforce are two marketing tools available, but their intended audiences are quite different. Compare them side by side:
Key Takeaways
- Gainsight is a customer success platform that helps businesses monitor and manage customer satisfaction, retention, and growth. It offers features for customer health scoring, product usage tracking, and customer feedback management. Gainsight’s focus is on customer success and ensuring that businesses can proactively address customer needs and foster long-term relationships. It provides valuable insights to help companies deliver exceptional customer experiences and increase customer lifetime value. However, Gainsight’s scope is more specific to customer success management and may not encompass the full range of CRM features available in Salesforce.
- Salesforce is a leading CRM platform used by businesses of all sizes. It offers a wide range of features, including sales automation, marketing automation, customer service, and analytics. Salesforce’s extensive customization options and integrations make it a versatile tool for managing customer relationships and sales processes. It is well-suited for businesses with complex sales and marketing operations that require a highly scalable and customizable CRM solution. While Gainsight focuses on customer success management, integrating it with Salesforce can provide a comprehensive customer relationship management strategy that covers the entire customer journey, from lead to post-sale retention and growth.
Main Differences Between Gainsight and Salesforce
Gainsight focuses on customer success and helps businesses retain and grow their customer base. Salesforce is a comprehensive CRM platform with sales, marketing, and service capabilities. Gainsight is suitable for businesses prioritizing customer success and retention, while Salesforce caters to enterprises seeking a complete CRM platform for customer lifecycle management.
Pricing of Gainsight and Salesforce
Gainsight and Salesforce are both customer success platforms that offer different pricing plans based on the features and number of users. Here is a comparison of their pricing plans:
Gainsight
- Offers different pricing plans based on the product and customer’s request
- Gainsight PX starts at $500 per user per month for up to 500 users
- Gainsight CS starts at $2,500 per company per month
- Custom plans are available for higher volumes and additional features
- Gainsight integrates with Salesforce
Salesforce
- Offers various products, each with unique pricing
- Typically, pricing will vary from $50/month to $350/month
- The Salesforce Customer 360 platform, which includes customer success tools, requires a custom quote
- Additional features such as advanced analytics and marketing automation are available for an additional cost
- Salesforce is a more comprehensive platform than Gainsight, offering a wider range of features and capabilities
It’s worth noting that Gainsight is solely focused on customer success, while Salesforce offers a wider range of features and capabilities for sales, marketing, and customer service. Additionally, Gainsight offers more advanced features for customer success, while Salesforce is a more comprehensive platform that can be customized to meet specific business needs.
My experience with Gainsight and Salesforce
Gainsight
In my understanding, Gainsight is a customer success platform designed to help businesses manage and enhance customer relationships. It offers features for customer analytics, engagement tracking, and ensuring customer satisfaction.
However, Gainsight’s focus is primarily on customer success management, and it might not encompass the broader range of functionalities that Salesforce provides across sales, marketing, and customer service.
Salesforce
Salesforce is a comprehensive customer relationship management (CRM) platform that covers various aspects of business operations, including sales, marketing, customer service, and more. It’s known for its scalability and customization options.
If your business’s needs extend beyond customer success management and you’re looking for a platform that handles various facets of customer interactions, Salesforce could be a robust choice. Keep in mind that Salesforce’s extensive capabilities might come with a steeper learning curve compared to platforms with a narrower focus like Gainsight.
Consider your business’s needs – Gainsight for specialized customer success management or Salesforce for a comprehensive CRM solution that spans various customer-related functions.
Our Winner: Gainsight
After analyzing both Gainsight and Salesforce, we concluded that the best choice overall is Gainsight.
This obviously doesn’t mean that the other choice is particularly bad. For some particular cases could even be the other way around, depending on your specific needs.
