Churn status on Relationships?
None
How do most companies mark churned Relationships? We've been told there's no way to automate removing a Relationship, so when one churns, what do you do? Do you manually delete all these? I'm not sure I want to delete the whole record, and I can probably pull a Status of churned from the Salesforce record, but I'd want to also hide or somehow mark the Relationship card as churned as well, so CSMs know they don't need to look at it. We hide the churned Relationships from the CSMs view in SF, but the records are still there for reporting.
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There are a couple of problems that I see, and please correct me if I'm not capturing this correctly.
It's also not possible to filter the inactive/churned cards out. We are exploring how we can have more useful filters available in that section. In the interim, we could either toggle to the list view and then filter our inactive/churned Relationships; or create a new related list/report on Relationships, as a new section (comes with a filter icon on the top right).
Outside of 360, is there also a broader reporting related concern that you have?
Thanks,
Manu
Thanks for the reply. I think you've got the essence of the problem.
We do already have a Status field on our Salesforce "Solution" object that we're mapping to Relationships in Gainsight. So the filtering of those Relationships is really the main thing I'm asking for. We filter Churned relationships out of the CSMs' view in SF, but are currently manually deleting them out of Gainsight. I've set up an report in the Operations view that tells me which Relationships need to be deleted, but would like to automate hiding/deleting them if possible.
I don't really have any reporting concerns, since I can report from the Salesforce object.
One last question: Are you mapping this Status over into a Relationship attribute, or are you thinking about being able to directly filter on the fields available in the linked "Solution" object?
Hello Everyone!
Happy to announce that your request has been considered and included as part of the v6.16 release. With this release, users have the ability to filter the C360 Relationship section based on Relationship Status; Active, Inactive, or Churn. This makes it easier for CSMs and other Users to view Relationships relevant to them.
This feature is only implemented in the NXT version.
Thanks for posting!