This article supports Gainsight NXT, the next evolution of the Customer Success platform. If you are using Gainsight CS Salesforce Edition, you can find supporting documentation by visiting the home page, and selecting CS > Salesforce Edition.
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IMPORTANT - Articles Impacted due to 6.34 October NXT Release
Due to the v6.34 October, 2022 release, this article has been impacted. Steps, images, and playable GIFs in this article will soon be updated to reflect the latest changes.
For more information about the latest UI changes, click here.
This article explains how CSMs can use the Customer Success Qualified Leads (CSQL) feature to create lead records in C360.
Customer Success teams identify and share leads with Sales. As a CSM, you can use the CSQL feature to identify a lead, share it with sales via Salesforce, and report on the revenue impact. This feature provides you with a standard method to create and track the leads, analyze leads data, and generate lead reports.
Once the admin adds the Leads section to the C360 Layouts, you can create Leads from the Company page.
To create a new Lead record:
Search for the company name in the global search to navigate to the Customer 360 page of the company.
From the left pane, click Leads and then click Add Lead.
In the Add Lead window, provide the following details:
- Lead Contact: Contact of the Customer who is a Lead.
- Lead Owner: Name of the Sales Representative to whom you want to assign the Lead.
- Amount: Estimated lead value
- Description: The customer insights from Gainsight are automatically populated. The field is editable.
- Click Save.
Note: You can also create a new Lead record from the Lead widget in the Default Summary of C360 page. The total count of the leads for the company is displayed in the widget.
Update Lead Details
Hover on any Lead record and click the edit icon to modify the details inline. Alternatively, you can double click on any row to modify the details inline.
Analyze Leads Data
Admins and CSMs can analyze lead data using the following three widgets in Gainsight Dashboard:
Leads Value: This widget displays a total count of the Leads Value for your organization. You can also view the Goal value of Leads that you have set for the quarter and the percentage variance of the actual Leads value from the Goal value set.
Lead Value by Company: This widget displays a visual representation of the Leads Value data for each company. It helps you assess the Leads value data by company.
Lead Value by CSM: This widget organizes the Leads Value data based on the Created By field. This helps you identify CSMs who have contributed the most or least to the Lead Value.