360 Company & Relationships
Share your questions and best practices on everything related to the C360, R360, Scorecards, Relationships, and Account Hierachy for Gainsight CS here.
- 411 Posts
- 1,329 Replies
We just had an internal webinar at Gainsight where @gopal_rao_kallepu took us very patiently through the newly minted C360/R360 view. If you are on the fence about migrating to NXT, this functionality will seal the deal for ya! So many goodies in a single release!Chronological view of key milestones depicting the customer journey: ARR change, Opp close, EBR, CSM change, Stage change etc. It addresses many of the UI improvements for admins It gives power to the end users It is much more beautiful and intuitive. The design is very thoughtful to hide complexity from the end users/admin but at the same time not compromising on configurability. That combination is rare to achieve. Preview functionality of the customer journey AND preview functionality for the views Addressing the complexity on the relationship 360 view and hierarchies The ability to add logo of the customer in the C360 Smart improvements to the UI to show configuration options such as bringing Timeline to the main view.
Hi,Does anyone know how to create an easy link out from a customer’s C360 to their Salesforce page? This is very straight forward if on the Salesforce edition of Gainsight, but we’re on NXT and it doesn’t seem near as simple. I found this post by Spencer which allows you to create a URL using Concatenate and Rules Engine -- I was able to get this to work, however, the link only seems to work from within Reports but doesn’t function the same elsewhere. When trying to embed the URL on a customer’s C360, it just shows as the URL structure: <a href”[URL] etc. Does anyone know how to cleanly link to a Salesforce page from the C360 on the NXT edition of Gainsight? Ideally we’d have it live in the Summary > Attributes section at the top of the C360.
We’re evaluating the new Customer Goals feature and wondering if anyone has had experience rolling out Goals, specifically how the hierarchy works with all of the other types of touchpoints/logged items within Gainsight. Would love to see some documentation of how to use Success Plans, CTAs, Objectives, Tasks, Milestone, Activities in conjunction with each other or talk through it with anyone who has rolled it out!
My company is looking to figure out a way to manage clients that have purchased multiple sites. Currently, we are using relationships to track the different products our clients own but we are seeing more situations where clients are purchasing multiple sites. Does anyone have any best practices for managing this?
Hi Team, Customer has reached out to support for a feedback related to the relationship section’s Score Distribution bar. Please have a look at the following update and kindly share your insights. Thanks!We're about to roll out the new C360, but I noticed that the score distribution chart on the relationship summary isn't very useful because the bar is the same size regardless of the count. In the admin preview, it looks like it should have different bar lengths and show a percentage.In the admin view:On an actual C360 relationship section (Yellow is 1 relationship, Green is 8):https://share.getcloudapp.com/E0uRGKKphttps://share.getcloudapp.com/Z4umbr1w
Within Gainsight, we are trying to find an easier way to view only accounts we want without having to make a new dashboard or list for each CSM. I noticed the “follow +” button at the top of the C360 in gainsight for customers. If I follow all of my accounts, is there a way to see all the accounts I am following in Gainsight so I can use that page for reference instead of having to search for my accounts individually?
According to the documentation, Gainsight allows up to a maximum of 50 R360 layouts to be created. Now, with the new release, I’m attempting to migrate my layouts, and create a new test layout. Eleven layouts were migrated, and two new layouts were created as “Gainsight Recommended Layouts”. When I go now to create a new layout, I’m greeted with an error that I have already exceeded the maximum allowed number of layouts, and I’m not able to create a new one.Did the limit of 50 change with the new release?
Customers feel that the process of rule with action type load to people with company association undergoing "partial failures" just because there's a duplicate entry in the Person action (even though that's expected in the cases where they are having the same person associated for two different Companies) is a bit irrelevant.They feel that it would be great if we would create an independent action type that would allow the users to directly update a Company Person records based on GSID (identifiers) without having the dependency on the additional Person component within the same action.
We regularly get contacted by end users who don't understand why they're getting notifications for accounts to which they aren't assigned, and it's always that they have clicked the "Follow" button at some time in the past. Also, when users leave our company, if they had clicked the "Follow" button at some point, we will get failure notifications on emails that were attempted to be sent to that user. Would be great to have the ability to see what users are following which accounts, as well as the ability to forcibly remove the follow on the users behalf.
Hi Team,One of my customer is looking to convert the plan info information to word. Ability to export a success plan to a word document, not just powerpoint template. A lot of the content in our plans is text heavy. So, characters are not fitting in ppt. In addition, we create our success plans with our clients. Therefore, the ability to export to word would allow for better consumption of the material and easier collaboration with our clients.Best,Hardik
The current ADD button for Use Cases on our C360 re-directs to the standard SFDC process for adding a new case. We’ve made customizations to this process, so our process doesn’t align with what is standard in SFDC. Is it possible to re-point the ADD button for Use Cases to a new SFDC page for adding use cases?
I was following another feed with my question, but it is marked as solved, but it does not address my question. I am looking on how to report on just customers that are being +Followed. We already define customers by user, but we we also want the user to be able to +Follow their customers that they consider are priority. I just can’t find a way to report on the +Follow button. Thanks
Already have an account? Login
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.