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
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 ?
Looking for advice/best practices. Our scorecard is currently set up and operating fairly well. I have 3 groups of measures, one of which is a ‘satisfaction’ group. It has 2 measures - one for CSAT and one for NPS. The CSAT score is derived from helpdesk ticket ratings. I just published a new CSAT survey program with JO that gathers scores and feedback based on a client’s onboarding experience. Is it better to add a separate score into the ‘satisfaction’ group score with appropriate weightings, or merge it with the helpdesk CSAT score? Thanks in advance!
What has been your approach or best practice for assigning and managing an account that has 2 CSM’s assigned. The scenario can be a primary customer CSM that works in the geography of the customer corporate offices with the decision makers and a secondary CSM working in another country or geography with the system owners in that area. Both CSM’s would have activities to track, but believe only a single CSM can be assigned to an account record, correct? How have you solved for this?
Hello Community,I’m trying to add a new section to the C360 - a related list. The report is a list of campaigns and initiatives from SFDC.Nevertheless, I don’t see the “Action” column being added. I’d like to give the opportunity to my users to view / edit the related SFDC object with just one click (they do have permissions).So far I’ve only found posts here with the problem that other community members cannot hide this column.. Well I cannot make it appear! :DWe are using NXT. Do you have any ideas? Thanks!
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
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
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?
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
If I was viewing a section on the Customer360 that has a report attached to it, and I attempt to perform an Account search in the upper right corner fo the screen, the search becomes partially obstructed by the report I was viewing. See screen cap: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160404-110674-axsj9e-Screenshot_from_2016-04-03_19_32_10_inline.png[/img]
[url=https://support.gainsight.com/Product_Documentation/Reports_and_Dashboards/Admin_Configuration/Color_Settings_in_Reports_How_it_Works]This technote[/url] indicates how to set a color palette for our graphics. I have set the color scheme to use our brand's colors - this way any graphic presented inside emails sent to clients will be harmonized with the banners and other material we produced. We use relationships to segregate the CS data for each brand in our company. Some companies may segregate products with relationships. Different brands or products do not necessarily share the same color schemes. Is the color scheme system wide? If so, how about an enhancement to allow the setting of color schemes to be by relationship?
Hi there, I seem to be having a weird issue where [i]the help text which appears under the slider when setting a health score is only appearing for the high range - medium and low range are not displaying the help text I have set. Wondering if this is a known bug or (more likely) there's something obvious I've missed. Thanks, Alex
Our CSMs are logging activities on the Relationship 360 timeline, which links to our Subscriptions in SFDC. While we are able to see the activities on the Account level, we also want to be able to sync the activities back to the subscription, as an account can have more than one. This is not currently a functionality, but we'd like to add the ability to add this field when syncing a relationship timeline activity.
I'm not clear on which MDA Data sources are allowed to appear under the Related Lists option for the Share 360 Layouts. I see some, including one that's Custom, not Standard, but most of the MDAs do not appear. We structure most of our reporting off these Custom MDAs so having this clarified would help us share our data. Could someone provide some insight into how these sources populate here? Thanks!
We want to be able to allow for a health score option of zero. We are leveraging the labeling functionality for 1-10 but there wasn't an option to select 0 as a possible label. Currently in the relationship scorecards, we only have an option of 1 - 100. Did I overlook how to implement this feature or is this on the roadmap already?
Hi Folks, I'm trying to build a Overall health score reports fr my CSM's - My requirement is as follows Build a Average of Overall health score report for CSM's Quarter over Quarter Get the delta of the Average health score between the quater and have this delta value on the report EG - Consider i have a CSM Q42016 - Overall health score - 78.09 Q10217 - Overall health score - 79.06 Delta - 79.06 - 78.09 = 0.97 I have been able to plot the Quarterly Overall health report for CSM, however i'm stuck at getting the delta values I'm very new to Gainsight - Any help on this will be much appreciated. Thanks! ~Lokesh
Currently, the Export dropdown menu at the top of the C360 does not show all of the available Success Snapshots for export. To get around this, I clicked 'done' on the SS that I wanted to be able to export (in Admin > Success Snapshots), and then it moved to the top of the export list on the C360.
[b]Problem[/b]: For customers who have segments with high account to CSM ratios, it would be efficient for them to have the ability to update the Scorecard comments via the Rules Engine for multiple accounts. [b]Current State[/b]: The CSM team is currently having to update individual Scorecard comments for over five hundred (500) accounts. [b]Question[/b]: Has anyone run into something similar and found a more efficient way to update?
I am posting this on behalf of an issue that my client (Cloudera) has experienced regarding the C360 page. What happens is that the UI will essentially lock up without warning, and the root cause is due to an unconfigured widget/field within the C360 dashboard. Could we look into providing descriptive errors on configurable dashboard pages that indicate when we have empty containers, or unconfigured field present? Here is the original report of this issue: [i]I am on the C360 page and cannot scroll, nor reach any of the options in the left nav. I clicked VoC in this example and am stuck there. I'm using Chrome and have restarted my browser completely with no luck. Here is a screenshot of the root cause -- as previously stated, would it be possible to add errors C360 dashboard page that would not allow you to save a layout if there are unconfigured widgets, or containers? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170724-32832-14
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