Share all questions and best practices about the RO (including Renewal Center) application here.
- 16 Posts
- 35 Replies
Using the renewals centre out of the box functionality, the inferred booking types currently indicate “renewal”, where the forecast amount = target amount, “renewal with upsell”, where the forecast amount > target amount, and “renewal with downsell” when the forecast amount < target amount. However, when we know that a customer will churn, and therefore their forecast amount = 0, it still applies the “renewal with downsell” inferred booking type, whilst for our reporting, we would like to differentiate this expected churn from other downsell/contraction. Is there a way to do this?
Our CSMs often have to create and edit Salesforce opportunities at our organisation to reflect ad-hoc work required by our clients. This is mainly just Close Dates and a few other custom fields which we use for the commercials. Our Professional Services team use these Opportunities to plan resource against these pieces of work.I’ve recently enable the Salesforce Sync for CSQLs, which allows us to create new Opportunities and amend existing ones - which is fantastic.However, I want to know if there’s a way of using CSQL to update Opportunity Lineitems in Salesforce, as this is where we capture the effort required/daily rates, which is also essential to allow our Finance Team to invoice correctly. So, for example, an idea scenario for us would look like this:Customer requests new piece of work via the CSM CSM raises an Opportunity on Gainsight using CSQL CSM inputs the effort required and daily rate in CSQL CSM updates the Opportunity via CSQL from beginning to closure Professional Servi
We love the Adoption Explorer reports, however we are not able use them in success snapshot, external 360 share, reports in emails.... the list goes on. It would be super useful to have this available across the platform, we could share the health scorecards and usage reports with our customers, which can lead to upsell conversations, identify training needs, etc.Thanks
Hello!I am looking to implement CSQLs, but Salesforce CPQ requires that upsells be treated as Amendments to existing contracts. The problem that the Amendment will automatically generate a new opportunity. So the current process with CSQL gets disrupted by the CPQ process (or else you’ll end up with duplicate opportunities and one will have to be closed)I’m curious if there is a workaround for this issue. Or how anyone else has dealt with this issue.Best,Ben W.
We won’t be using the CSQL feature, yet we have pre-built assets in the platform that are just a nuisancethe CSQL - Customer Success Qualified Leads dashboard and all pre-built reports that go with it GS Lead and GS Lead Status objects Revenue Optimization section of AdminWould be great if all that mess could be removed or at least hidden if you’re not using the feature.
Hi Team, I came across a case where we cannot add the Opportunity id to the forecast table in the Renewal center as the field is not available.Looks like this field is hidden from the UI. Is there a way to add it to the Forecast table? Or can we have the ability to add it? Please share your thoughts.
We have received feedback that it would be beneficial to include a tab for Cockpit in the Renewal Center detail view section. Currently you can only have Details, Scorecard, and Timeline but for opportunities that have CTAs tied to them, COMs would like to be able to log comments to the CTA right through the Renewal Center. Currently, they have to click on the account name in the Timeline tab, to open the C360 and access Cockpit.
Hey All, We use NXT with rules set up to deploy a renewal playbook and advance our customers to the appropriate status/stage based on that playbook and the contract end date. However, we're used to managing renewals as an opportunity in a CRM and it feels like we're still missing that piece since the closure of the playbook itself doesn't fully help us indicate if the renewal was won/lost, on what date, and at what amount of growth/churn. Any suggestions on how to create that opportunity experience in Gainsight without having the opportunity itself flowing in from a CRM? Thanks! -Kris
One of my customers have 100s of Opps associated with their customer. Is there a way to have a 'linked object' mechanism to associate Timeline entries with Opps? Ability to add Timeline entries for a specific Opportunity rather than the customer account. This way the Timeline entries related to that opp becomes reportable and searchable. Note: I know we can add Timeline entries to a CTA that has opportunity as a linked object. This is not the use case descibed above. I also know that Timeline can be accessed by the widget in Opp. This is not the use case descibed above.
Multiple teams are involved in renewals. As a result, we find executives, Customer Success Managers, and Renewal Managers all using Renewal Center. Each role has a different need for the data they should have access to. Users also need pre-defined views that make it easier for them to see the most relevant information.So with the Dec 1st release, we are providing:Out of the box views for Analysis. Execs, Renewal Managers, and CSMs can have views tailored to their needs. Admins can preconfigure views appropriate for Execs who own various segments/industries/geo etc. Add/remove/rearrange analysis as you see fit. Views can also show see side-by-side comparisons of Churn and other analysis for different time frames. Out of the box views for Forecasting. We’ve found that users need to see their list of opportunities in various scenarios in order to forecast efficiently. For example, create views for at risk renewals. A view for Renewals Due will be provided out of the box. Data Permissions
If you want to learn more about our product team’s exciting roadmap plans for Gainsight, be sure to join the Gainsight Innovation Showcase sessions this Thursday as part of Pulse Everywhere! (full agenda attached below) In the Show Me the Money with Customer Cloud! session, our team focuses on how the Gainsight products help you stay in tune with your customers’ needs (CX), enable your success teams to work efficiently (CS), and align your efforts to revenue (RO). We'd love to continue the conversation with you here. What did you see that you loved? Was there anything you had hoped we'd cover that was missing? Share your questions and feedback, and the Gainsight product team will respond!
Gainsight RO enables Sales teams to drive growth through predictive analytics, streamlined renewal workflows, and whitespace analysis.ACCURATELY FORECAST AND STREAMLINE YOUR RENEWALS PROCESS.Forecast and manage your book of business with predictive renewal scores and real-time visibility into open and at-risk renewals, and ensure a best-in-class renewal experience. Align Your Team Around Renewals. With Gainsight, you can bring your team, processes, and technology together to drive renewals at scale and direct resources to at-risk customers that need it most. NEVER AGAIN MISS AN EXPANSION OPPORTUNITY.Gainsight RO automatically alerts your team to upsell and cross-sell opportunities based on dimensions such as license utilization, sentiment, capacity, whitespace, and more. Automate expansion at scale. With Gainsight's orchestration capabilities, your team can drive personalized email offers about new features, products, and services to precisely targeted customer segments, ensuring you c
Gainsight Product Management is working on creating solutions to help organizations manage their renewal process and to remove many of the pain points associated with ensuring high renewal rates, creating accurate forecasts, and collaborating effectively on renewal activities. In order to help us refine our designs, we are very interested in hearing from YOU! Three main areas where we'd like your input: [list] [*]Share your thoughts about your top renewal management and forecasting pain points [*]Who is responsible for managing and forecasting renewal opportunities at your company? [list] [*]Examples: Customer Success, Renewal Managers, Account Managers (responsible for renewal and expansion - "farmer"), Sales Executive (responsible for new logos - "hunter"), others? [/list] [*]Would you be willing to meet with some of our product managers to discuss your renewal management and forecasting use cases and specific needs? [/list]Thanks in advance for your
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