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.
- 404 Posts
- 1,308 Replies
HI Team, Which Contacts under an Account comes for “Track Contacts” table under Sponsor Tracking. I am using Sponsor Tracking in one R360 (Relationship Level) and when clicking on +Sponsor then only 7 out of 29 contacts (under the Parent Account) comes in the “Track Contacts” table. Wanted to know how Gainsight filters to show limited number of contacts under the parent Accounts. Thanks!
Hi guys. We’re using the NXT addition of Gainsight CS and using relationships to model our customer hierarchy - with the relationships as the different regional child companies. In the support sites I can’t see any mention of business modeller but on the Gainsight university, there’s an admin training course - for the SFDC version - that covers business modeller and talks about it as being the updated/renamed relationships. Are business modeller and relationships the same?
Haven’t found any articles or thoughts on this topic so I wanted to start up a thread on it. Interested to hear how others have communicated this internally, and how their companies view customer health when it comes to a customer actually renewing their contracts. Our company: Almost all of our customers are on year-long contracts, and our pricetag is fairly high, so we tend to end up with almost exclusively high touch customers. We’ve been around for ~10 years, and have had a CS org for 8 of those. We defined our current health scores under a previous VP of CS and have had some new C level executives join right around that time, or after. My problem: Our health scores are ‘inaccurate’ when it comes to predicting renewals. The CSMs aren’t managed to them, and they are often misinterpreted as a likelihood to renew. I’ve tried using the analogy of the hang gliding CEO to illustrate how we should be thinking about customer health, account risks, and how they relate to renewals. Pict
Hello fellow Customer Success enthusiast!We had a great discussion on our table and obe person asked the question:Do we have the right people at Gainsight Pulse event? " Are we preaching to the converted and should we actually ensure we take Sales, Product Management and other functions of your organisation to attend with CSM's so they really see the value of CSM and understand the challenges? Isn't customer successs everyones business?
Hi everyone. We’re in the middle of implementing Gainsight NXT and with our implementation partner have set up the relationships functionality to model a complex customer organisation - one parent and 20+ child companies. From what we can see certain functionality doesn’t work as we need it with relationships and I’ve had different guidance on whether this is the best way vs. using the company hierarchy setup (which we understood only works for SFDC users who already have a hierarchy built in their SFDC environment - and we don’t use SFDC; hence why we’ve gone the relationship route). Can anyone point me in the right direction in terms of best practice for modelling company hierarchies?
Is anyone else having issues when scrolling is turned on? When our users are trying to navigate to cockpit in their R360s, it's not visible and looks like it's showing on the right of the window. It just started yesterday so I'm curious if anything in the release would have impacted this. We've tried having them clear their cache but that doesn't seem to be the issue. We've told our users to turn scrolling off in the meantime.
Hi All, Like many others using Gainsight we are in the process of re-determining our health score and sifting through the data to figure out weights etc. It occurs to me that being able to have a truly predictive health score, one that is data driven and and accurately reflects the prospects of either upsell or churn, is at the very core of what Gainsight is about and essentially what every customer needs. However im unsure what Gainsights plans are for the health score moving forward and would like some further details if possible. I think the way most people are doing it now will be considered very outdated in just a couple years since many of the health score models built are not built using data science methods and even if they are do not learn and adapt over time. What I think everyone needs and will have in a few years on one platform or another is a health score that is determined automatically and updated automatically via machine learning as new data is being ingested.
Is anyone else struggling with why showing Success Plans in the Share 360 is mutually exclusive to share with either contacts OR users? Why not both? If the idea is for a user to share the 360 with a contact, why have the binary permissions? If I select show preview for contacts, as a user I am presented a message that no success plans exist. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ConfigureShare360SuccessPlanSn-b21f56be-b8ef-4b36-a337-728b6bd132f8-1640868215.png[/img]
HI Team, we are in midddle of development and we have a issue which is holding us back. We are trying to integrate a salesforce standard report into the C360 section and it seems that it is not possible. Also we tried to access other external links( google.com) Can anyone here advise if its possible or is there any alternate options for the same. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/IntegrationissuesSFDCstandardr-67c54800-d7d2-4d19-a871-0455183e1754-96236324.jpg[/img] [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/GSintegrationissues-2da09da8-6882-4989-91dc-31604fd200c5-1763789333.jpg[/img]
Hi, One of the CSMs within my org selected the incorrect "success plan type" and would like to change it. I am aware that you cannot change the "CTA Type" once it's selected. However, is it possible for the GS Admin to make that change in the backend? If so, how? Otherwise, do I have to submit a support ticket? Thank you in advance! -Jasmine
A few of my colleagues are getting a black bar in C360 since last week's GS release. Not always at the same place, not for every account. And not for every user (I'm on Chrome, Microsoft and I don't see the bar, not yet anyway). They even tried with different browsers. Chrome and Firefox on Microsoft have it. Safari does not have it. Does anyone out there see this black bar? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/backbarsummary3-ffb89102-396c-4b6c-b9a6-b6800e6f0902-1132274132.png[/img] [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/blackbarUsage2-0050bd75-7fe7-4cc2-8cb8-56e845b47d91-2028557376.png[/img] Thanks! Lyne
Hello All, I'm seeking feedback and suggestions on how to make it easier to distinguish between multiple accounts in Gainsight that have the same name. We have multiple accounts which are not duplicates, but share the same name 'George P Johnson' or 'George P. Johnson'. They exist in Salesforce and Gainsight in a 1to1 relation. Each is covered by a different CSM, and the CSMs would like to be able to distinguish which 'George P Johnson' account is their when the do a Customer search in GS. As it stands, when they search by name they get the multiple matching results with no way to know which they cover. Merging the accounts in SFDC isn't an option, they exist for valid business reasons. Any ideas? Thanks! JJ [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/20190816_105330-376df3b2-c5be-454c-9064-d59781ee0f10-1842649601.png[/img]
I have a clarification question for my team, are the weights evenly redistributed when a specific data point/metric is NA? Just wanted a better understanding to explain to the team. [url=https://support.gainsight.com/Scorecards/02Scorecards_2.0/02Admin_Guides/Configure_Scorecard_2.0_Measure_Weights]https://support.gainsight.com/Scorecards/02Scorecards_2.0/02Admin_Guides/Configure_Scorecard_2.0_Measure_Weights[/url] Thank you, Jasmine
Heya, Relativly new to configuring Gainsight but I am investigating how to display ticket data for our accounts. I have the data ingestion happening through the S3 into a specific object. But is there a specific section that I can use within the c360 to display the support data? (this has to be ingested via s3 as we are using Freshdesk so there is no standard connector) Chris
Good morning- I'm building some test Success Plans in preparation for launching our first ones later this month and have run into an issue: We're on Relationships. I built a Relationship-level Testing success plan, added an Objective, and attempted to map a playbook to it. No playbooks are available, even though we have a lot of Relationship-level playbooks built. What would be causing this? Thanks -Jim [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/SuccessPlansCannotmaptoaplaybo-c11ad4a1-2ff1-4945-aa1c-5074975a7f30-42330644.png[/img] [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/SPBuild-6676f2f1-448b-4d11-a3b8-f8550572fa35-1057429300.png[/img]
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