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.
- 458 Posts
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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 ?
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
My Team has Backtracked and now want to use a CTA to create an alert when the Health Score of an Account turns RED. The only workaround is that the CTA Must be deleted or closed immediately after the Alert. NEED STEP BY STEP PROCESS on creating the CTA + Close or delete Immediately after When the overall health of an account (Account Health scorecard) turns red, the managers of each of the 4 team members should be notified via email:Account Executive manager Renewal Rep manager CSM manager BCAM manager
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!
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 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 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!
Hi Team,One of my customer is looking to convert the plan info information to word. Ability to export a success plan to a word document, not just powerpoint template. A lot of the content in our plans is text heavy. So, characters are not fitting in ppt. In addition, we create our success plans with our clients. Therefore, the ability to export to word would allow for better consumption of the material and easier collaboration with our clients.Best,Hardik
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
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.
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.
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?
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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