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 overview of the Relationships in Gainsight.
IMPORTANT: This article is unaffected by the R360 redesign because the Relationship page (under Administration) remains unchanged.
Relationship is an object in Gainsight that provides you with the flexibility to accurately model and manage your complex customer structures by creating Relationship Types and Relationships. Relationships takes Customer Success beyond managing Companies, they help CS manage each connection point (Relationship) with your customer.
Example Use Cases for Relationships
- Your organization sells a product multiple times to the same customer for different teams, business units, or use cases. And you want to track success for each team, business unit, or a use case. You can manage the success of each sale as a relationship within Gainsight.
- Your organization sells multiple products to the same customer, and each product is managed by a different CSM.
- Your organization typically manages specific projects or events for their customers, and each project or event is managed separately. You can manage success using relationships with each project or event.
- Your organization sells multiple products to multiple divisions. You need to deliver and track Success for each separately.
Relationships however, are not the same as Company Hierarchy. A Company Hierarchy shows you a parent child relationship that exists between two Companies. An organization can have headquarters at a location and branch offices at multiple locations. All the branch offices can be considered as child to the headquarter office (parent). If an organization acquires another organization, the latter becomes a child of the former company. Admins can configure the parent child relationship up to five levels. A Company hierarchy can be viewed on the C360. To learn more about Company Hierarchy, refer the View Company Hierarchy article.
Professional Services Available
Relationships are a foundational element of your Gainsight instance. If you are interested in deploying Relationships for your company, you may want to consider working with Gainsight's Professional Services team to ensure a smooth and accurate implementation. Please reference your contract to determine if this Services Package has already been included, or contact your Gainsight Sales Representative or CSM for more detail.
How Relationships Work in Gainsight
The Relationships capability enables customers to define success at a more granular level than customer. There are two components to using Relationships within Gainsight:
- Admin sets up Relationships
Gainsight offers a flexible way to define what a relationship is based on a variety of criteria including products, business unit, geography, or projects. Once the different type(s) of relationships are defined, Admins can also configure what details are available to CSMs when viewing a specific relationship.
- CS team manages success via Relationships
Conceptually, whatever a CSM previously managed at the customer-level, can now be managed at the relationship-level. This includes managing CTAs per relationships, viewing relationship details such as attributes or usage on the Relationship 360 page, and managing health scores per relationship.
Note: You can also add fields from Relationship to the Cockpit list view.
If your organization is considering using Relationships functionality, please note:
- Having a strong Gainsight Admin is necessary
- Relationships must be linked to a Company ID
Admin Configuration Resources
For more information about how to enable Relationships, refer to the Configure Relationships article.
For more information on C360/R360, refer to the following articles:
- C360/R360 Overview
- Configure 360 Layouts
- Configure Associated Objects to Relationship
- Configure Attribute Section in C360/R360
- Configure Embed Section in C360/R360
- Configure Reports Section
- Configure Usage Section in C360/R360
- Configure Company Hierarchy Section in C360/R360
- Configure People Section in C360/R360
- Configure Relationship Section and Views in C360/R360
- Configure Summary Section in C360/R360
- Overview of C360/R360 Sections and Widgets
- View Company Hierarchy
- Export Success Snapshot Presentations
- Sponsor Tracking Overview
- New C360/R360 FAQs