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.

  • 442 Posts
  • 1,402 Replies

442 Posts

GameChangerAdmin
Gainsight Employee: Shoshin
GameChangerAdminGainsight Employee: Shoshin
published in 360 Company & Relationships

Scorecards 2.0: How the Numeric (0-100) Grading Scheme Range Works

[Note: this info is based on an internal how-to conversation which we thought might benefit others in the Community!]A customer set their scorecard grading scheme as follows: Red 0 - 50, Yellow 51 - 75 and green 76 +. When you attempt to adjust the range for yellow to 51-75 it automatically adjusts the red range to 0 - 51. If 51 is included in both the yellow and red ranges, how do we determine which bucket a score of 51 will be grouped in?  Except for the 0-X range, the “From” value is not included in the scoring scheme ranges.  In the example above, 51 is not counted twice, it is counted in the Red range only. So in the case of:1) 0-51 range, scores 0-51  are considered as Red.2) 51-75 range, scores 52-75 are Yellow.3) 75-100 range, scores 76-100 are Green.There are no current plans to modify the Label so that 51-75 actually equals 51-75 due to the complexity of the fix. These are not small changes as scheme definitions form the core of measure and rollup scores. We are looking into

1381
heather_landgraf
Veteran Rookie
3 years ago
lesliediephuis
lesliediephuisRegistered User
asked in 360 Company & Relationships

Would like the ability to change the Comment field name in a Mass Edit Report

When adding the Comments to a Mass Edit report through the Chart Options from the gear icon, my customer would like the ability to change the field description for each measure's comment. Instead of "Comment" they want "[Measure] Comment". They would like this so they can export the file and change the ordering of the columns without getting confused. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Unable%20to%20Update%20Comment%20Field-403ad3ac-cc52-4fa9-a3f5-a00b42e8dce5-1774049311.png[/img]

1
sai_ram
Grand Slammer
4 years ago
sarah_kiani
sarah_kianiRegistered User
asked in 360 Company & Relationships

Populate measure based on a field

Hi All, We are considering shifting from a color-based scorecard to a numbered scale. I am trying to figure out if a measure can be directly linked to another field so the number on the measure equates whatever the field's value is. In our instance, we track usage as a percentage. Say if a customer had 80% usage, we would like the usage measure to show 80 (green). Currently, we are populating this measure through a rule with 3 different buckets defining the green, yellow and red labels. Would really appreciate insight if someone has managed to do this successfully!

4
sarah_kiani
4 years ago
J
jmaclellanRegistered User
asked in 360 Company & Relationships

Who runs the play to flip a customer on an older product and no chance of increasing ACV? Sales or C

I have an interesting conundrum that I wanted to put out to a wider group. We have a large customer base made up of mid to enterprise level customers that a large portion of which are running older versions of product that are losing their value slowly as the market shifts. To compound the issue, the newer product is not the market leader. We are seeing high churn rates in the old product and having trouble moving customers up to the new product. The bigger issue in this case is who owns the movement of these customers? Is it sales or is it CS? A quick example to illustrate the point: Customer spends $1.5M ACV on us and comes up for renewal. CS drive the initial interest in the new product. The customer comes back and says they are interested only if we swap out the new product for the old at no additional cost. From an incentive perspective in this case, sales has no incentive because there is no growth on the contract which they get paid. They do get comp based on the valu

0
J
4 years ago
katerina_nemcova
Team Captain
katerina_nemcovaTeam Captain
asked in 360 Company & Relationships

Tracking Products and Services

How can we track our Products / Services in Gainsight, as a part of C360s and R360s? The only functionality I have been able to find is "Product/Features" which offers a flat list of products that can be marked manually as activated. I would love to be able to see Products/Services mapped to not only C360s and R360s but also users - in Person object and track them interactively same way as we track our customers - link users and their usage to individual products, Zendesk cases raised concerning specific products etc. Dashboard showing where the most revenue/churn/users/usage/issues etc comes from. Maybe even a product-level healthscore? Is there a functionality within your product that supports this? Relationships come to mind though we're already using them for our customer segmentation. If Relationships is the only way to go, can we have different levels of R360s? Thanks in advance! Katerina

0
katerina_nemcova
Team Captain
4 years ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
asked in 360 Company & Relationships

Scorecard measure change in 5.20 truncates the measure names

Feedback from Jeff Kirkpatrick: With the Scorecard UI Enhancements in this release, the Scorecard Measure names are getting truncated in the C360 view where they were not before: 5.17: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Screen%20Shot%202018-11-14%20at%202-06-0b34abae-4852-4969-b74c-ff451ddb1f6f-836089933.png[/img] 5.20: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Screen%20Shot%202018-11-14%20at%202-08-f063672a-1d22-43d7-bba9-346cb00bee72-1457169000.png[/img] Both of those are at 100% zoom resolution in Chrome.

3
darkknight
Grand Slammer
4 years ago
mike_maday
Gainsight Employee: Veteran Rookie
mike_madayGainsight Employee: Veteran Rookie
asked in 360 Company & Relationships

Success Plan Grouping / Folder

Do we have any plans to create associations between Success Plans within an account or group them within a folder structure? Potentially across Relationships?

5
dan_ahrens
ACE
4 years ago
smathew4
Shoshin
smathew4Shoshin
asked in 360 Company & Relationships

Error when creating custom record from C360 related list

Does anyone have a workaround for this bug? I am trying to create a record on a custom object by using the Add button on the C360 related list. This is the error I am receiving. I assume the code is looking for a field called AccountId, but since it's a custom object, this field does not exist. Any workaround or thoughts? Here is the error message “No access to field AccountId. Either the field was removed from the entity or access to this field was removed.” [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/AccountId%20Gainsight%20error-9367b797-232b-4ae3-9d70-6d12ba297f71-675870487.png[/img]

5
smathew4
Shoshin
4 years ago
A
aoconnellRegistered User
asked in 360 Company & Relationships

Changing Group for Health Score Measure

I am trying to change the groupings of an existing health score in Scorecard 2.0. However, I cannot drag an ungrouped measure into an existing group without deleting the measure from the scorecard (and thus losing historical data) and re-adding it to the appropriate group. Is this a known issue? Is there a way around this?

1
rachelhibbardtmo
Veteran Rookie
2 months ago
lara_johnson
Shoshin
lara_johnsonShoshin
asked in 360 Company & Relationships

Success Plan Export

We would like to include the success plan task description in our export to PowerPoint. Does anyone know if this is possible?

3
lila_meyer
Gainsight Employee: Grand Slammer
4 years ago
A
Olympian
ana_gOlympian
asked in 360 Company & Relationships

Is it prudent to enable Gainsight sandbox prior to configuring Relationships?

Do most folks who implement Relationships do so first in a sandbox and then in production? What are some other use cases for purchasing a Sandbox specifically for Gainsight?

1
lila_meyer
Gainsight Employee: Grand Slammer
4 years ago
john_apple
Golden Ruler
john_appleGolden Ruler
asked in 360 Company & Relationships

Is it possible to add an Email Template to a Playbook that has Share 360 link?

I have a template made to send a Share 360 view to customers within a Program. I am wondering if I can create a Playbook that uses the same template so that CSM can manually send the same message from a CTA. I've attempted to make a Playbook and select the existing template that has a Share 360 link embedded but it doesn't come up as an available template to add into the task.

3
dan_ahrens
ACE
4 years ago
jackie_cofield
jackie_cofieldRegistered User
asked in 360 Company & Relationships

Communicate on GainSight360 that data is not received for users that use an adblocker

I have a suggestion here to enable better transparency for gainsight users with regard to the gainsight 360. This is an important part of the product in order ti determine adoption, reallocate seats, communicate usage to management,etc. After starting an effort at my company to communicate GainSight usage data to managers, I later found out that the GainSight 360 (after 2-3 weeks) data was completely incorrect, which caused issues internally. I later then found out after much back and forth with gainsight that this is because the GainSight360 doesn't capture user data for those users that use ad blockers. A strong suggestion would be to make this a prominent bit of communication on the GainSight360. I also don't see this mentioned anywhere in gainsight support article on the GainSight 360: https://support.gainsight.com/View_More_Categories/Team_View/User_Guides/View_Gainsight_360 If it were could have saved us a lot of time and effort.

1
lila_meyer
Gainsight Employee: Grand Slammer
4 years ago
kate_green
Team Captain
kate_greenTeam Captain
asked in 360 Company & Relationships

Success Plans Reporting

We're using Success Plans to track the first 30 or 60 days of Intensive Onboarding Support for our clients (depending on which package they've chosen). Our Adoption Specialist wants to see a view that shows each client and the status of each of the onboarding calls (individual tasks within the objectives): [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Onboarding-a3520d78-9d89-4e5d-9dbb-027e6aeaebd9-1326514606.jpg[/img] Column A is the name of the Account, Columns B-J are the name of each Task, Columns K - S are other Account Level Attributes. How can I recreate this report in Gainsight so that the CSM doesn't need to manually create it in Excel?

2
aditya_marla
Shoshin
4 years ago
darkknight
Grand Slammer
darkknightGrand Slammer
asked in 360 Company & Relationships

Milestone Dates

When creating a dataspace using the Milestone object, I see 3 date fields: [list=1] [*]Milestone Created Date [*]Date [*]Created Date[/list][img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Screen%20Shot%202018-11-02%20at%202-13-cfe0be2e-c405-4d7f-a30a-e985f40d9544-549089647.png[/img] What is the difference between these three fields?

4
lila_meyer
Gainsight Employee: Grand Slammer
3 years ago
cameron_wright
Gainsight Employee: All Star
cameron_wrightGainsight Employee: All Star
asked in 360 Company & Relationships

Reporting via scorecard mass edit report filtering inconsistency

Working with a customer we found that there is an inconsistency in the product. This is working as designed but is very confusing. In my demo I have a dummy account and they have 6 entries but only 4 reporting category types (meeting, call, update, email) When I pull a report on Activity Timeline I get 6 results as expected and they all show, I can also filter for email and get the two results as expected. However, when you have a scorecard mass edit report and try to do the same you get a different result. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Image%202018-10-25%20at%204-12-32%20PM-28edee48-2a31-46b8-afa1-e1f980f0a3a0-76868929.png[/img]As you can see we are filtering for the "call" reporting category and it shows 3 accounts. Two of those show "email" as the reporting category. I know this is expected per the talks I have had with internal sources because its pulling accounts that HAVE at least one entry with that reporting category. However, this is

8
joe_difilippo
4 years ago
bill_pascoli
bill_pascoliRegistered User
asked in 360 Company & Relationships

Why are "Current Score Label" and "Health Score" different on my report?

I'm building a basic "Health Score breakdown by CSM" report. I group by "Customer Success Manager Name" and then by "Current Score Label". The report looks great, but I noticed for a few accounts that the "Current Score Label" value is different than the actual "Health Score" value. I tried switching the grouping to the Health Score, but I'm not allowed to group by that value. Is there a rule that needs to run to update the label? Why can't I group by the "Health Score" field?[img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20181017-91645-15jqboy-Gainsight_Health_Score_inline.png[/img]

4
sai_ram
Grand Slammer
4 years ago
lane_h
Gainsight Employee: MVP
lane_hGainsight Employee: MVP
asked in 360 Company & Relationships

default scorecard not default

A customer  recently migrated to Scorecard  2.0. They have two  scorecards. One is set to t he default, the other is one they are working through. The issue is the default scorecard only applied to 59  accounts while the second one  applied to the remaining accounts. Neither scorecard had criteria applied. The assumption is  the default scorecard would be the one that is applied.  To get the default scorecard to apply, we had to create a filter for it. AND apply  the opposite filter to the second scorecard.  Can the default scorecard be default without having to add additional criteria?

3
dan_ahrens
ACE
4 years ago
katerina_nemcova
Team Captain
katerina_nemcovaTeam Captain
asked in 360 Company & Relationships

Customer/Relationship Search box - account name

When searching for an account in Gainsight using the main blue search box, the Account Name comes up - for us (and everyone else?) this is the main Account name (field = Account Name) that also appears in SFDC.  Our SFDC team is renaming some of our global accounts that will result in duplicate names. This may cause confusion with our CSMs when searching for their accounts using the blue search box. My question is therefore - can we somehow change the search box functionality to look up to a concatenation of two fields = Account Name and Account Country? Would this also work for Relationships?  Thanks in advance! Katerina

6
M
Shoshin
1 year ago
tim_harper
tim_harperRegistered User
asked in 360 Company & Relationships

Need to assign CSM to a region per customer

We have some global customers that are in our Sales and CRM systems as one account, but they want to have regional CSM's as that maps to support and other areas where we interact.   I am struggling with learning about Account Hierarchy and I dont' know if that's my best solution. Relationships do not seem to apply as we only service our customers by account and underneath the account, by region.  Can anyone advise?

4
dan_ahrens
ACE
4 years ago
katie_b
Champion
katie_bChampion
asked in 360 Company & Relationships

Success Plan Criteria

Our enterprise team has launched a series of success plan templates for our CSMs to use. They are also encouraging CSMs to create/customize their own for unique customer situations but would like to maintain some level of control over what these include. One request was a way to have a pop up/text box with their standard 'success plan criteria' to remind CSMs what they need to include in their custom success plans (certain # of objectives, meet a certain KPI, etc). I don't believe we can customize the pop up when creating a success plan, but are there any other ideas of where we could include custom instructions like this?

2
meenal_shukla
Gainsight Employee: MVP
4 years ago
darkknight
Grand Slammer
darkknightGrand Slammer
asked in 360 Company & Relationships

Scorecard: Trending bar showing wrong score?

What exactly should the trending history show on the most recent bar?  The [u]current[/u] score?  Or [u]last week's[/u] score? I've been told by Gainsight support that the weekly scorecard snapshot occurs on Sunday evenings.   Our new scores get updated mid-day on Mondays. Looking at a customer scorecard yesterday afternoon (after my scorecard update rules had completed), this aligns with the above.   Last week's score was 93.  This week's score is 87.  In the example below, the last bar on the trending shows score of 93 with a date of 9/23/2018 (Sunday). [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180925-1440-1m823yd-Yesterday_inline.png[/img] This morning, I looked at the same customer.  Now the last bar in the trending history shows 87 with a date of 9/23/2018 (still Sunday).   [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180925-105238-9hb732-Today_i

2
lila_meyer
Gainsight Employee: Grand Slammer
4 years ago
bill_davis
bill_davisRegistered User
asked in 360 Company & Relationships

C360 Search Feature (account type)

When you search for an account in C360 you put the Account Name in.  We all know that. Well, in our case the same Customer may have multiple relationships with us. They could be a Partner, and OEM, and a Reseller.  In that case their name would appear in C360 Search 3 times since there are 3 account records, one for each account type. Is it possible to add the Account Type to the return? Say I am searching for ABC Inc. Today I see ABC Inc. ABC Inc. ABC Inc. And it is a crap shoot on which one I want. I would like to see ABC Inc, (OEM) ABC Inc. (Reseller) ABC Inc. (Partner) Is this possible?

2
azhar_uddin
Shoshin
4 years ago
alexis_pozos
alexis_pozosRegistered User
asked in 360 Company & Relationships

Success Plans - Trending Overdue

For Success Plans, is there a definition for what classifies an objective as trending overdue? 

1
faust_belarmino
Veteran Rookie
4 years ago
spencer_engel
Golden Ruler
spencer_engelGolden Ruler
asked in 360 Company & Relationships

How do you indicate a task is owned by a customer in the Gantt Chart view?

This is half question/half crowd-sourcing idea post: We are starting to roll out success plans internally here at Gainsight for our onboarding projects now that the Gantt Chart functionality is in a suitable state.  One thing I've noticed is that all tasks are either assigned to me or someone internally on my team because, of course, an internal Gainsight user needs to be the owner of the objective/task. However, in reality, about half the tasks in our onboarding project plans are owned by customers - a.k.a. an external contact not in our instance of Gainsight.  Has anyone else come across this issue, and if so how did you handle it? I guess we could look into creating a single dummy user for "customer" that we could re-use for all our success plans, but I'm wondering if there's another option.

3
jake_ellis
Gainsight Employee: Team Captain
4 years ago

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