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Gainsight Inc.

Overview of Customer 360 Details

Gainsight NXT

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.

Not sure what your team is using? Click here.

 

Overview

This article explains the contents and purpose of the various sections typically included in the Customer 360 DETAILS page. The DETAILS page gives CSMs/AMs a 360-degree view of your customers in one place - from usage to sentiment to the executive relationship. To access the Customer 360 view, click on the customer name hyperlink from anywhere within Gainsight.

You can see the following standard sections on a Customer 360 Details page:

Note: This view is customizable and Admins can add or remove sections using the C360 Layouts.

At the top of the Customer 360 Details view, you can see:

Urban_Mapping__Inc___C360.png

  1. Customer Name
  2. Follow: Clicking the Rounded Plus will keep you posted on any kind of updates related to this specific customer. For example, if a CTA is raised, if an activity is logged, etc., CSMs will receive a notification via email and/or in-app notifications.
    Note: If you follow a customer, you will receive the notifications related to customer but not the relationship.       
  3. Scrolling: Switching ON the toggle button allows you to scroll through the sections in the 360 Detail view. Switching OFF the toggle button disables scrolling.You can click the section names on the left instead to navigate to the specific section in the C360 detail view.
  4. Clicking Shared 360 navigates you to the Share 360 page. Share 360 page allows you to share customer information (in read-only mode) with non Gainsight users. For more information about the Share 360, refer Shared 360 Overview (For CSMs) article.
  5. Search menu: allows you to search a section by its name.
  6. Click a tile (or scroll) to navigate to a section within the 360 view.
  7. Export: You can export customer information to a Success Snapshot presentation from C360 page. For more information on how to export a presentation, refer to the Export Success Snapshot Presentations article.

The following C360 feature is only applicable to orgs that have the Salesforce Connector enabled.

Gainsight NXT in Salesforce CRM
Content in this section supports Gainsight NXT accessing through Salesforce Login. To learn more about Gainsight NXT in Salesforce, click here.

 

Click here to expand for more information on how to Access SFDC pages directly from C360.

For orgs with the Salesforce Connector enabled, C360 pages have a kebab menu with options to directly navigate to the Company’s associated Account, Opportunity, or Contact pages in SFDC. 

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Note: These menu options are only available for Company records successfully synced to SFDC. For more information on connecting Salesforce to Gainsight, refer to the Salesforce Connector Overview article.


C360 Detail View

Following are the C360 sections that are displayed in the DETAIL page.

Summary

In the summary section, you can see current contract values and important dates and data, which typically include:

  • Status: field that displays the status  of a company, Active or Inactive or Churn
  • Industry: field that displays the industry to which a specific company belongs to.
  • Stage: field used to track the stage of a company such as Launched, Adopting, Will Churn, etc.

CSMs can see a maximum of 6 fields/widgets on the left pane and 6 fields on the right pane in the Summary section of the C360 detail view. A Widget displays information in a graphical format. As configured by Admins, widgets display critical parameters of customers, important for your organization. Gainsight provides you with four default widgets as configured by Admins, Health Score, Open CTAs, Active Success Plans and NPS. Admins can add custom widgets to the WIDGETS tab. A custom widget is defined by creating a Widget report on the Gainsight object from the Report Builder page. For more information on Widgets, refer to the Types of Widgets article.


View Widget Reports created on Salesforce Objects

Gainsight NXT in Salesforce CRM
Content in this section supports Gainsight NXT accessing through Salesforce Login. To learn more about Gainsight NXT in Salesforce, click here.

 

Click here to expand for more information on how to view Widget reports created on Salesforce Objects

If a Salesforce connection is established in your org, using Salesforce Connector, you can see  Widget reports created on the Salesforce objects as configured by your Admin.


For example, you may see the following fields in the right pane of the Summary section as configured by Admins:

  • Status
  • Stage
  • Original Cont. Date
  • Renewal Date
  • Lifetime in Months
  • ARR or MRR
  • Users
  • NPS Score - depending on the configuration of this section within the C360 layout, this score might be displayed as an average of all responses to the survey, or the 'actual/true' NPS score that has not been calculated as an average.

2. Summary.png

Scorecard

In the Scorecard section, you can track customer health over time from qualitative (e.g. relationship) and quantitative (for example, usage) metrics to quickly prioritize engagement and boost revenue. 

You can perform the following actions from Scorecard section in C360 view:

  1. Apply Scorecard:
    1. Click the Settings (Gear) icon to select other scorecards.
    2. Select a scorecard from the Change to dropdown list, if you wish to change the scorecard.
      Note: You can see multiple scorecards in the Change to dropdown list, based on the scorecard configuration. Changing a scorecard for a company leads to recalculation of the health score. Gainsight recommends you to reach out to your admin before changing the scorecard for a company.
    3. Click APPLY to apply the selected scorecard.

6.15 NXT Scorecards C360 Gear Icon.jpg

  1. Change Views: You can click to switch between the following views for the Scorecards section:
    • Summary View: This view is designed to give a high level overview of the customer scorecard. It displays the date the score was last modified, the contribution percentage of each Measure to the Measure Group, and the contribution percentage of each Measure Group to the Overall Score. 6.15 NXT Scorecards Summary View.jpg
    • List View: This view is designed to display more details regarding the customer scorecard including scorecard history and comments. 6.15 NXT Scorecards Summary View.jpg
  2. Collapse all groups: If there are multiple measure groups in a Scorecard, select the Collapse all groups checkbox to collapse all the groups, and uncheck the checkbox to expand all the groups.

Note: The Collapse all groups checkbox is only available for the List View.​​​​​​​

6.15 NXT Scorecards Collapse All Groups.jpg

For more information on various components of the Scorecard section on C360/R360 pages, refer to the View and Update Scorecards in 360 article under the Additional Resources section.

Attributes

The attributes section allows you to see data in a record from the Company object. You can see fields from the Company object that have been added by the admin in the Attributes section configuration. You can also perform inline edits to the attributes in this section by clicking the edit icon next to a field. You cannot make inline edits to the non-editable fields as configured by the admin.

5. Edit Attributes.gif

Cockpit

In the Cockpit section, you can see all of your Calls to Actions (CTAs) for a specific company which could be a combination of Events, Opportunities and/or Risks. You can view open and closed CTAs in this page. These CTAs can be added manually or can be triggered as configured in the business rules to warn of issues or flag opportunities. For more information about managing Cockpit, refer to the How to Use Cockpit to Manage Your Daily Routine article.

6. Cockpit View.png

Person

Person section in C360 is used to view the list of people associated with a company. In the Person section, you can view records of people you interact with, while working with a particular company. Person records include name, phone, email, social media profiles, company, etc. CSMs can search, filter, add, edit and delete a person record from the person section. You can also see the list of other companies or relationships, a person is associated with.

For more information on how CSMs use person section in C360, refer to the Person Section in C360 article.

Person section in C360 looks similar to the following image.

7. C360 Detail View.png

Usage

Usage section in C360 helps CSMs view the usage data associated with a company/person, in a Layout as defined in an Adoption Explorer project.

You can perform the following actions in the Usage Section on C360 page:

  1. Select the required Layout from the Layouts dropdown list (Company/Person).
  2. Select the required Instance from the Instance dropdown list.
  3. Select the required Person from the Person dropdown list, if a Person Layout is selected.
  4. Apply the Date Range filters.
  5. Hide or Show Legends.
  6. Change the Themes.

C360.gif

After you apply the required filters, the data will be shown in a Default View. But, you can still change the chart type by clicking the three dots > Other Charts. You can also select the Default View again, if you wish to.

C360 Chart Options.gif

For instance, from the above Adoption Explorer layout, you can get the following details on C360 page, from each of the usage sections: Company ID, Company Name, ARR, Sum of Licensed Seats, Sum of Used Licensed Seats, Page View Data, Segment in which the selected measure falls, etc. Similarly, you can view the usage data of your companies on the C360 page as per your requirement. To configure the Usage Layouts and Usage Sections in an Adoption Explorer project, as per your business requirement, contact your Gainsight (Adoption Explorer) Admin.

Surveys

The survey section includes two tabs that display survey data collected using the NPS methodology:

  1. NPS RESPONSES: displays aggregated customer ratings using the NPS methodology.
    Note: Depending on the configuration of this section within the C360 layout, this score might be displayed as an average of all responses to the survey, or the 'actual' score that has not been calculated as an average.

8. NPS Responses.gif

  1. RESPONSES: displays User-specific link to the actual survey responses. You can click the View icon to see the survey response of a participant in a new tab.

9. New Tab Survey Response.gif

For more information about Surveys, refer to the NPS Analytics article.

Relationships

Relationships is a Gainsight object that can be used to model multiple perspectives by creating relationship types and relationships, which helps your Customer Success team manage the success of each relationship. Relationships takes Customer Success beyond managing Companies. It helps Customer Success team manage each connection point (Relationship) with your customer. For more information on relationships, refer to the Relationships Overview article.

You can perform the following actions from the Relationships view:

  1. Click the Relationship dropdown list to select the Custom Reports added by your admin, and also you can filter relationships based on the Relationship Types.  
  2. You can switch between the Card View and List View. Card View displays the Relationship Types and List View displays the Reports. For the custom reports shown in the list view, you can make use of some of the reporting options here, like: Selecting a Visualization type, applying Ranking, modifying Filters and Export options, etc. 
    Note: You can filter each view to display All Relationship Types, but this filter will be disabled for the List View if it requires displaying more than ten Relationship Types. This limitation is to prevent display issues within the view.
  3. Click + ADD to add a new relationship.
  4. Click Edit to edit the existing Relationship details.
  5. Click Delete to delete the relationship.
    Note: When you delete this record, the fields in other objects that are joined with the current object (Relationship) may have some impact on their records. It is recommended to reach out to your admin before deleting the Relationship record.

Relationship C360.gif

Success Plans

Success Plans help CSMs monitor and drive success with individual customers based on objectives and criteria that you define. Success Plans use a CTA type called Objectives. Success Plans may be composed of one or more Objective CTAs, and may include associated Tasks, either manually created or applied through Playbooks. For more information on success plans, refer to the Create Success Plans in C360/R360 article.

11. Success Plan.png

Related List

Related List is a type of C360 section which displays a Report created on any SFDC or Gainsight object. Report that should be displayed in this section is configured by Admins. Records that belong to the corresponding Company are displayed in this Report. Admin can assign a different Name to this section rather than Related List.

Report added to the Related List section is displayed in the image below:

Related List_NXT.png

Add or Edit Records in the Low Volume Custom Object

If Admin has configured the Related List section with a Report created on any Low Volume custom object, CSMs can add or edit records in this object through the Related List section in the C360 page. For more information on this object, refer to the Low Volume Custom Object article.

Use case: CSMs can maintain a list of cases/support tickets raised from the specific Company/Relationship in the related C360/R360 page. Details of the cases can be stored in a Low Volume custom object so that existing cases can be edited (Ex: Status Update) or new cases can be recorded in the custom object from the C360/R360 > Related List section.

To view or edit existing records in the Low Volume custom object:

  1. Navigate to the C360 page > configured Related List section of a customer. You can see all of the records from the Low Volume custom object through the report.
  2. Click the View button against a specific record. VIEW RECORD window is displayed which shows values in all the fields.
  3. Click the Edit button against a specific record. EDIT RECORD window is displayed.
  4. Edit values in the required fields.
  5. Click UPDATE.

To add a new record into the object:

  1. Click ADD to create a new record in the object. ADD RECORD window is displayed.
  2. Enter values into the fields.

Notes:

  • If Company ID or Relationship ID field is added to a report on Low Volume custom object, while adding a new record, GSID of the current Company/Relationship is auto populated in the Company ID/Relationship ID field.
  • While CSMs are creating a new record in a Low Volume custom object from C360/R360 > Related List (Report on Low Volume object), other fields having lookup to Company or Relationship fields are populated automatically. For example, Company name and Relationship Name.
    • Low Volume Object fields having lookup to a custom field in a Company or Relationship fields are not populated automatically.
    • If a field in the Low Volume object looks up to any field in the Relationship object, then the values from the Relationship fields are not auto populated.
  • While adding a new record in the Low Volume object from the C360/R360 > Related List section, CSMs can search with Names instead of GSIDs to enter values in the GSID type fields. The search option works only on the fields with a lookup to the GSID field of the Standard objects (User, Person, Company, and Relationship).
  1. Click SAVE.

Add_Edit_custom_object_records_NXT_.gif

Sponsor Tracking

Sponsor Tracking on C360 Section allows the users to track the contacts associated with a specific Company. By clicking + SPONSOR, you can see a list of contacts as configured by your admin. Click the Track icon for the required contact from the Action column to add a contact as Sponsor. Once you add a sponsor for the Company, you can view that Sponsor in the Sponsor tracking section of the C360.

For information on how CSMs can track sponsors from C360 Page, refer to the Track Sponsors from C360 Page article.

For information on how admins configure Sponsor Tracking Section in C360, refer to the Configure C360 Sponsor Tacking Section article.

Timeline View

In the TIMELINE page, users can log Activities, such as Updates, Calls, Meetings, and Emails, along with notes from their customer interactions. For more information, refer to the Log Activities to Timeline article

12. Timeline View.png

Additional Resources

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