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.
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I didn't see another post mentioning this so I am not sure if this is a common bug or just affecting our environment. I noticed that if the Scrolling feature is active on the C360 that it causes the Success Plan section to shrink and not display any of the information. But as soon as I deactivate the scrolling, then the success plan reverts back to normal. I am using the Google Chrome web browser. I tried deleting cookies and cached items and that didn't fix it either. Only thing that corrects it is to deactivate the scroll. I thought I would mention this in case it wasn't brought up already! Thanks! Screenshot is below. Basically the details under the "Plan Info", "Objectives", etc do not appear and the window gets sized down so small that you can't even scroll through the details of the plan. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180312-6375-1hww1at-SuccessPlan_inline.jpg[/img]
I'm updating a support article on Sponsor Tracking and Elaine reports that, "[i]I think we need to acknowledge that some LinkedIn URLs cannot be found even after they are pasted...I believe that's because the contact does not have a "public Linkedin profile" but we should confirm with product that's the proper way to represent that in our documentation. I get the question all the time about the links not working even after you paste them directly from LinkedIn." Can someone from product confirm this is the reason some linkedin url's can't be pasted in?
Good Morning- I have a request from our CCO to include a text section in our R360 that lays out the contents of the customer lifecycle stage that a client is currently in. i.e.: If a client is in the "X" lifecycle stage, this is what "X" means: - Summary - Duration - Entrance Criteria - Events - Risks - Opportunities - Exit Criteria The idea here is that as a client moves through the customer lifecycle journey we can reinforce to our CSMs what the meaning of our lifecycle stages are. The text box would automatically update as the client moves from one lifecycle stage to another (unique text for New Client, Onboarding, Adoption, etc.) via the rules engine. As we roll out new functionality, updates would be made to the notes alerting the CSMs of the new functionality. This would be phased out once we determine it is no longer needed and only leveraged for new CSM hires. Is this possible? How would one accomplish this? I explored the option of using Succ
I see that the Company object has a "Current Score" and "Previous Score", but I am not gathering how those actually get populated. I am also seeing a discrepency with some accounts who I know have changed and I know the current/historical values. Any guidance on this would be awesome! How do others monitor change in score?
When I try to assign an owner to a Success Plan objective, I hover over the Owner field and it has a red "No" symbol. I thought perhaps it was because there was no CSM assigned to the account so I assigned myself in that role - still cannot assign. I also cannot Save the objective without being able to assign an owner so kinda dead in the water on proceeding with our implementation of Success Plans. Currently waiting on an update from support, but wondering if anyone else has [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160211-113593-15pbknx-img_inline.png[/img]had this problem?
Apologies if this is posted somewhere else, I've searched and cannot find it. Is there a way to see the Relationship Name in the Scorecard Fact table? I just am seeing relationship ID. This was an issue with Scorecards 1.0 for us too. Note: This conversation was created from a [url=https://community.gainsight.com/gainsight/topics/scorecards-2-0-migration-faqs/replies/18719162]reply[/url] on: [url=https://community.gainsight.com/gainsight/topics/scorecards-2-0-migration-faqs]Scorecards 2.0 & Migration FAQs[/url].
How can I bring Measure Level information from Scorecards 2.0 in the Relationship Object for Reporting?
I have a report for all of our relationships that shows the current overall score, but I cannot find a way to bring in the measure level scores. I added it as a lookup to the Relationship Object, and so I can see the options in the report, but they're all blank. So, is it possible to bring in the measure level data or can we only see overall current scores?
My understanding is that there currently isn't a way to see the status of the tasks that sit under the objectives in Success Plans. Is there a way to add that level of visibility? It would really help with adoption of Success Plans in our org to be able to see the status without having to click into the task's details. [img]https://d2r1vs3d9006ap.cloudfront.net/s3_images/1712144/RackMultipart20180306-62909-1i2s6jv-Screen_Shot_2018-03-06_at_5.27.22_PM_inline.png?1520375366[/img]
What is the best way to create a checklist in C360 please? We need our CSMs to go through a questionnaire/checklist for each account that is in danger of churn. They will also need to create a churn prevention plan using Success Plans but the first step is to complete a checklist with pre-set questions & options. This should be somewhere in C360 and ideally automated e.g. if a customer becomes at risk of losing a service, this checklist will be sent to the relevant CSM (or CTA will be flagged). I thought of using Surveys as the multiple choice/ questions structure fits what we need but CSM also need to be able to edit this checklist and tick things off as they go - the workflow here starts when the churn is rumored and finishes when it is either prevented or lost. Managers will also need to see some basic insights/analytics from the answers provided. Has anyone done something similar? Thanks in advance!
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?
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!
We have not yet implemented Relationships, but we are planning to as this would (hopefully) solve an important business need for us. In reading the documentation on setting up Relationships, here is one big red flag: "Note: if you have 100 customers and each of these customers is assigned to three relationship types, you will need to repeat this step 300 times. Also, every time there is a new customer, you will need to manually add relationships for this customer, if relevant." HUGE red flag. This is going to be very unscalable for us. We have hundreds of resources servicing thousands of customers/accounts globally. If a resource needs to contact the CS Ops team everytime they need a Relationship created, they will bottleneck. Creating Relationships via Rules (future functionality) won't always be possible either, because many times we don't know the customer's organizational structure until a CSM begins working with the customer. We will need the a
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]
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?
The addition of Timeline in the November 2016 Gainsight release has been great. I've been finding new ways to use it and the same is happening with Gainsight customers that I work with. One question that came up is related to the types of activities. Right now the addition of new activity types is not supported, but is this in consideration for a near term update? An example of a new activity type could be a product demo, which would benefit from different required fields as well as filtering. Could this be considered for addition to the Timeline feature? Thanks!
It has been talked about for a while that allowing customer interaction into Success Plans is coming. Is there a list of functionality that is expected (roadmap) along with timelines that can be shared? We use Success Plans to track new client Onboarding activities and it would increase client engagement to have the client be able to directly interact with the Success Plan.
The issue I'm working through is similar to the one posted here: [url=https://community.gainsight.com/gainsight/topics/-attempt-to-de-reference-a-null-object-rule-error]https://community.gainsight.com/gainsight/topics/-attempt-to-de-reference-a-null-object-rule-error[/url] Last week we converted scorecards from RYG to Numeric. The following day the null object error message was reported on a singe rule set score function (1 out of 10). After some head scratching and excellent advice from Gainsight support I found 2 problems with that set score rule. First, it was trying to update scores on inactive accounts because of a filtering misconfiguration. Second, I have lingering RYG values in the Scorecard Fact object. Fixing the first problem resulted in a successful run of the failing rule... and there was much rejoicing. Today another set score rule is failing apparently due to the second problem. I'm not sure how rare this issue is but I thought a new
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