# Dynamics 365 Customer Voice vs Gainsight Customer Success Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Gainsight Customer Success excels in providing a structured approach to managing customer relationships, with features like the **Rules Engine** and **Journey Orchestrator** allowing for automation and oversight of customer success managers' activities.
- **Users say** that Dynamics 365 Customer Voice offers an intuitive experience, particularly with its **drag-and-drop survey builder** , making it easy to create drafts and design surveys, which is likened to using a design tool like Canva.
- **According to verified reviews** , Gainsight's implementation process is seen as more challenging, with some users mentioning configuration difficulties, while Dynamics 365 Customer Voice is praised for its quick and straightforward setup.
- **Reviewers mention** that both products have similar star ratings, but Gainsight has a significantly higher volume of reviews, indicating a more established user base and potentially more reliable feedback on its performance.
- **Users highlight** that Gainsight provides valuable insights into customer progress and success metrics, making it a vital tool for high-touch customer success management, while Dynamics 365 Customer Voice is recognized for its ease of use in gathering customer feedback.
- **G2 reviewers note** that while both platforms have strong support ratings, Gainsight's focus on customer success strategies and community events, like the **Pulse conference** , enhances its value for users looking to deepen their customer engagement practices.



| | Dynamics 365 Customer Voice | Gainsight Customer Success | 
|---|---|---|
| **Star Rating** | 4.5 out of 5 | 4.5 out of 5 | 
| **Total Reviews** | 17 | 1,749 | 
| **Largest Market Segment** | Small-Business (35.3% of reviews) | Mid-Market (57.8% of reviews) | 
| **Entry Level Price** | No pricing available | No pricing available | 

---
## Top Pros & Cons

### Dynamics 365 Customer Voice

Pros:
- Ease of Use (2 reviews)
- Intuitive (2 reviews)

Cons:
- Delayed Services (1 reviews)
- Improvement Needed (1 reviews)

### Gainsight Customer Success

Pros:
- Ease of Use (302 reviews)
- Centralized Information (158 reviews)

Cons:
- Complexity (76 reviews)
- Limitations (75 reviews)

---
## Ratings Comparison
| Rating | Dynamics 365 Customer Voice | Gainsight Customer Success | 
|---|---|---|
  | **Meets Requirements** | 8.7 (15 reviews) | 8.6 (1373 reviews) | 
  | **Ease of Use** | 8.8 (15 reviews) | 8.0 (1456 reviews) | 
  | **Ease of Setup** | 9.0 (10 reviews) | 6.7 (733 reviews) | 
  | **Ease of Admin** | 8.8 (10 reviews) | 6.9 (644 reviews) | 
  | **Quality of Support** | 8.7 (14 reviews) | 8.6 (1221 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.5 (9 reviews) | 9.0 (654 reviews) | 
  | **Product Direction (% positive)** | 8.1 (12 reviews) | 9.2 (1371 reviews) | 

---
## Pricing

### Dynamics 365 Customer Voice

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Gainsight Customer Success

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Customer Success

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Voice** | N/A | N/A |
| **Gainsight Customer Success** | 8.0/10 | 1255 |

#### Customer Information

| Feature | Dynamics 365 Customer Voice | Gainsight Customer Success | 
|---|---|---|
| **Customer Health Scores** | Not enough data | 8.6 (1146 reviews) ✓ Verified | 
| **Customer Monitoring** | Not enough data | 8.5 (1087 reviews) ✓ Verified | 
| **Customer Profiles** | Not enough data | 8.4 (1080 reviews) ✓ Verified | 
| **Playbooks** | Not enough data | 8.2 (1067 reviews) ✓ Verified | 
| **Customer Segments** | Not enough data | 8.1 (937 reviews) ✓ Verified | 
| **Product Engagement** | Not enough data | 7.9 (925 reviews) ✓ Verified | 
| **Surveys** | Not enough data | 8.0 (948 reviews) ✓ Verified | 

#### Predictions

| Feature | Dynamics 365 Customer Voice | Gainsight Customer Success | 
|---|---|---|
| **Churn Risk** | Not enough data | 8.0 (968 reviews) ✓ Verified | 
| **Upsell Opportunities** | Not enough data | 7.4 (841 reviews) ✓ Verified | 
| **Custom Triggers** | Not enough data | 8.1 (907 reviews) ✓ Verified | 
| **Machine Learning** | Not enough data | 6.9 (663 reviews) ✓ Verified | 

#### Platform

| Feature | Dynamics 365 Customer Voice | Gainsight Customer Success | 
|---|---|---|
| **Reporting & Dashboards** | Not enough data | 8.3 (1138 reviews) ✓ Verified | 
| **API & Integrations** | Not enough data | 7.9 (1009 reviews) ✓ Verified | 
| **Data Import & Export Tools** | Not enough data | 7.8 (982 reviews) ✓ Verified | 
| **Workflow Capability** | Not enough data | 8.2 (1017 reviews) ✓ Verified | 
| **Notifications** | Not enough data | 8.1 (1034 reviews) ✓ Verified | 
| **Customization** | Not enough data | 8.1 (1053 reviews) ✓ Verified | 
| **Scalability** | Not enough data | 8.6 (1040 reviews) ✓ Verified | 
| **Data Security** | Not enough data | 8.6 (933 reviews) ✓ Verified | 
| **Performance & Reliability** | Not enough data | 8.4 (1053 reviews) ✓ Verified | 
| **User, Role, and Access Management** | Not enough data | 8.4 (1023 reviews) ✓ Verified | 

#### Generative AI

| Feature | Dynamics 365 Customer Voice | Gainsight Customer Success | 
|---|---|---|
| **AI Text Generation** | Not enough data | 6.9 (298 reviews) | 
| **AI Text Summarization** | Not enough data | 7.2 (299 reviews) | 

#### Agentic AI - Customer Success

| Feature | Dynamics 365 Customer Voice | Gainsight Customer Success | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.4 (14 reviews) | 
| **Multi-step Planning** | Not enough data | 7.3 (13 reviews) | 
| **Cross-system Integration** | Not enough data | 8.6 (15 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.8 (13 reviews) | 
| **Proactive Assistance** | Not enough data | 7.6 (14 reviews) | 

### Customer Revenue Optimization

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Voice** | N/A | N/A |
| **Gainsight Customer Success** | 7.7/10 | 191 |

#### Sales Team

| Feature | Dynamics 365 Customer Voice | Gainsight Customer Success | 
|---|---|---|
| **Flexible Sales Process** | Not enough data | 7.8 (108 reviews) | 
| **Training Mode** | Not enough data | Feature Not Available | 
| **Playbooks** | Not enough data | 7.9 (145 reviews) | 

#### Intelligence

| Feature | Dynamics 365 Customer Voice | Gainsight Customer Success | 
|---|---|---|
| **Opportunity Identification** | Not enough data | 7.8 (130 reviews) | 
| **Zero-touch Renewals** | Not enough data | 6.8 (115 reviews) | 
| **Smart Content** | Not enough data | 7.6 (108 reviews) | 

#### Mapping

| Feature | Dynamics 365 Customer Voice | Gainsight Customer Success | 
|---|---|---|
| **Multiple Org Charts** | Not enough data | 7.5 (117 reviews) | 
| **Stakeholder Roles** | Not enough data | 8.1 (129 reviews) | 

#### Agentic AI - Customer Revenue Optimization

| Feature | Dynamics 365 Customer Voice | Gainsight Customer Success | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Experience Management

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Voice** | 7.9/10 | 12 |
| **Gainsight Customer Success** | 7.7/10 | 214 |

#### Analytics

| Feature | Dynamics 365 Customer Voice | Gainsight Customer Success | 
|---|---|---|
| **Net Promoter Score (NPS)** | 7.9 (8 reviews) | 8.8 (174 reviews) | 
| **Customer Satisfaction (CSAT) Score** | 8.2 (11 reviews) | 8.6 (151 reviews) | 
| **Customer Effort Score (CES)** | 7.7 (11 reviews) | 7.9 (123 reviews) | 
| **Gamification** | 7.8 (10 reviews) | 6.8 (111 reviews) | 

#### Customization

| Feature | Dynamics 365 Customer Voice | Gainsight Customer Success | 
|---|---|---|
| **Stakeholder Management** | 8.3 (9 reviews) | 8.1 (144 reviews) | 
| **Multilanguage Support** | 8.1 (8 reviews) | 7.7 (104 reviews) | 
| **Multiple Branding Support** | 7.6 (7 reviews) | 7.6 (102 reviews) | 
| **Vertical-specific Solutions** | 7.7 (8 reviews) | 7.6 (97 reviews) | 

#### Generative AI

| Feature | Dynamics 365 Customer Voice | Gainsight Customer Success | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.0 (47 reviews) | 
| **AI Text Summarization** | Not enough data | 7.2 (49 reviews) | 

#### Agentic AI - Experience Management

| Feature | Dynamics 365 Customer Voice | Gainsight Customer Success | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

### Proactive Customer Retention

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Voice** | N/A | N/A |
| **Gainsight Customer Success** | 8.8/10 | 40 |

#### Platform

| Feature | Dynamics 365 Customer Voice | Gainsight Customer Success | 
|---|---|---|
| **Health Score** | Not enough data | 9.6 (35 reviews) | 
| **Customer Profiles** | Not enough data | 10.0 (16 reviews) | 
| **Notifications** | Not enough data | 9.5 (20 reviews) | 

#### Predictions

| Feature | Dynamics 365 Customer Voice | Gainsight Customer Success | 
|---|---|---|
| **Service Quality Assurance** | Not enough data | 8.9 (16 reviews) | 
| **Analytics** | Not enough data | 8.6 (24 reviews) | 
| **Revenue Impact** | Not enough data | 8.6 (16 reviews) | 
| **Artificial Intelligence** | Not enough data | 9.1 (25 reviews) | 
| **Sentiment** | Not enough data | 8.9 (17 reviews) | 
| **Retention** | Not enough data | 9.5 (26 reviews) | 

#### Generative AI

| Feature | Dynamics 365 Customer Voice | Gainsight Customer Success | 
|---|---|---|
| **AI Text Generation** | Not enough data | 6.2 (7 reviews) | 
| **AI Text Summarization** | Not enough data | 8.1 (9 reviews) | 

---
## Categories
**Shared Categories (1):** [Experience Management Software](https://www.g2.com/categories/experience-management)


**Unique to Gainsight Customer Success (3):** [Customer Revenue Optimization (CRO) Software](https://www.g2.com/categories/customer-revenue-optimization), [Customer Success Software](https://www.g2.com/categories/customer-success), [Proactive Customer Retention Software](https://www.g2.com/categories/proactive-customer-retention)


---
## Reviewer Demographics

### By Company Size

| Segment | Dynamics 365 Customer Voice | Gainsight Customer Success | 
|---|---|---|
| **Small-Business** | 35.3% | 9.0% | 
| **Mid-Market** | 35.3% | 57.8% | 
| **Enterprise** | 29.4% | 33.2% | 

### By Industry

#### Dynamics 365 Customer Voice

- **Information Technology and Services:** 17.6%
- **Financial Services:** 11.8%
- **Computer Software:** 11.8%
- **Wholesale:** 5.9%
- **Warehousing:** 5.9%
- **Research:** 5.9%
- **Marketing and Advertising:** 5.9%
- **Logistics and Supply Chain:** 5.9%
- **Hospital & Health Care:** 5.9%
- **Computer & Network Security:** 5.9%
- **Other:** 17.6%

#### Gainsight Customer Success

- **Computer Software:** 38.7%
- **Information Technology and Services:** 19.9%
- **Marketing and Advertising:** 4.2%
- **Computer & Network Security:** 3.6%
- **Telecommunications:** 3.5%
- **Internet:** 3.2%
- **Hospital & Health Care:** 2.5%
- **Financial Services:** 2.5%
- **Education Management:** 1.8%
- **E-Learning:** 1.3%
- **Other:** 18.6%

---
## Alternatives

### Alternatives to Dynamics 365 Customer Voice

- [Qualtrics Customer Experience](https://www.g2.com/products/qualtrics-customer-experience/reviews) — 4.3/5 stars (751 reviews)
- [Medallia Customer Experience](https://www.g2.com/products/medallia-customer-experience/reviews) — 4.5/5 stars (210 reviews)
- [AskNicely](https://www.g2.com/products/asknicely/reviews) — 4.7/5 stars (1050 reviews)
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- [SurveySparrow](https://www.g2.com/products/surveysparrow/reviews) — 4.4/5 stars (2066 reviews)
- [InMoment Experience Improvement (XI) Platform](https://www.g2.com/products/inmoment-experience-improvement-xi-platform/reviews) — 4.7/5 stars (319 reviews)
- [Birdeye](https://www.g2.com/products/birdeye/reviews) — 4.7/5 stars (4159 reviews)
- [Reputation](https://www.g2.com/products/reputation/reviews) — 4.5/5 stars (2469 reviews)
- [Qualtrics Market Research](https://www.g2.com/products/qualtrics-market-research/reviews) — 4.4/5 stars (3017 reviews)
- [ChurnZero](https://www.g2.com/products/churnzero/reviews) — 4.7/5 stars (1604 reviews)

### Alternatives to Gainsight Customer Success

- [ChurnZero](https://www.g2.com/products/churnzero/reviews) — 4.7/5 stars (1604 reviews)
- [Totango](https://www.g2.com/products/totango/reviews) — 4.3/5 stars (1150 reviews)
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- [Catalyst](https://www.g2.com/products/totango-catalyst/reviews) — 4.5/5 stars (660 reviews)
- [ClientSuccess](https://www.g2.com/products/clientsuccess/reviews) — 4.4/5 stars (424 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2916 reviews)
- [Qualtrics Customer Experience](https://www.g2.com/products/qualtrics-customer-experience/reviews) — 4.3/5 stars (751 reviews)
- [Qualtrics Market Research](https://www.g2.com/products/qualtrics-market-research/reviews) — 4.4/5 stars (3017 reviews)

---
## Top Discussions

### Dynamics 365 Customer Voice

No discussions available for this product.

### Gainsight Customer Success

- Title: [What is Gainsight used for?](https://www.g2.com/discussions/what-is-gainsight-used-for) — 2 comments
  > **Top comment:** "Organizing information about customers to help those managing the account to document progress."
- Title: [What is Gainsight PX?](https://www.g2.com/discussions/gainsight-what-is-gainsight-px) — 2 comments *(includes official response)*
  > **Top comment:** "Gainsight PX provides businesses with product analytics, digital in-app engagements and user feedback capabilities to accelerate time-to-value, drive product..."
- Title: [What is Gainsight software?](https://www.g2.com/discussions/what-is-gainsight-software) — 2 comments
  > **Top comment:** "Gainsight is a software created specifically to cater to Customer Success teams within the SaaS market."
- Title: [How do we import notes from our previous history of customer data into gainsites newsfeed](https://www.g2.com/discussions/how-do-we-import-notes-from-our-previous-history-of-customer-data-into-gainsites-newsfeed) — 2 comments, 1 upvote
  > **Top comment:** "You could export those comments along with a customerID to a CSV file, post to S3 and ingest into Gainsight that way.  Depending on where you want it..."
- Title: [Is there a way I can have my checked off CTAs in cockpit disappear immediately?](https://www.g2.com/discussions/52149-is-there-a-way-i-can-have-my-checked-off-ctas-in-cockpit-disappear-immediately) — 1 comment, 1 upvote
  > **Top comment:** "I have invested with some scam brokers in the past, and the story is as horrific as the ones i have read because i went through the ordeal myself. I lost..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/dynamics-365-customer-voice-vs-gainsight-customer-success)