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.
- 435 Posts
- 1,383 Replies
How is People Mapping Working for Folks?
Hey GS Fam! Interested in people’s experience with People / Person Mapping in Gainsight? Any success stories you would like to share? Or features your team just absolutely LOVES? Or What are some gaps in the functionality that doesn’t allow value to your org? Thank you in advanced! Andor
Does Sponsor Tracking add value?
HI GS Fam Looking into the potential rollout of Sponsor Tracking on the C and R260 level. Does anyone have any success stories with Sponsor Tracking? Anything that has worked and has not worked? Things to keep in mind? Does it add value to a CSM’s day to day? best practices y’all concocted? :) Thanks! Andor
User want to get an email notification/alert when a client falls below a certain score.
I am working with a customer in which he requested mentioned feature that a specific person should get notified when score falls below at a certain level for their customers. Could someone please confirm if such configuration is available ?
Question on Sponsor tracking
Hi, Quick question. Can a sponsor tracking CTA be triggered from SFDC? For instance, if I have a the Active button on my contact checked, and they leave, and I uncheck that button, could that change trigger the CTA to fire? Or, is tracking through LinkedIn, the Gainsight database, and a manual change the only way to track Sponsor changes?
Relationship Objects in MDA and SFDC
Hi - I am trying to understand the difference between the GS Relationship object and the Relationship standard object in MDA. I noticed in reporting I can always get back to the GS Relationship object but I can usually get back to the relationship object. Though, it seems I have more accurate data in the GS Relationship object where there are a lot of nulls in my Relationship object. I’m not sure if I need to be writing rules to update the Relationship object with what is stored in GS Relationship but I need to make sure these objects match. Does anyone have insight on the difference between these object or why there isn’t just one standard relationship object?
Which Contacts comes in the list of "Track Contacts" under Sponsor Tracking
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!
Are business modeller and relationships the same?
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?
Customer Health vs Identified Risks
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
Who should attend Gainsight
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?
The best way to set up complex company hierarchies
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?
R360 displaying weirdly when scrolling turned on
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.
Health Score - Gainsight Future Plans
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.
Success Plan in Share 360
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]
Integration of Salesforce standard reports and other External Links
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]
Success Plan Type?
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
Black bar in C360, since the last GS release...
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
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