Overview

Organizations want to increase revenue from existing customers using leads sourced from Customer Success. Given that CSMs interact closely with customers, they can identify customers who want to expand. This potential expansion, identified by Customer Success, is a Customer Success Qualified Lead (CSQL). 

Gainsight features such as CTAs or Timeline entries are not effective to track leads through all the steps that lead to revenue. Hence, the Customer Success teams find it challenging to prove their potentially significant revenue contribution. The Leads feature in C360 helps CSMs to create lead records, track their statuses, and view reports on the value of revenue they generate.

Key Benefits:

• Simplified configuration
• Integration with the Salesforce Lead object, enabling a Sales aligned process and revenue attribution.
• Automatic enrichment of Lead details
• Analytics demonstrating the revenue impact

Example Business Use Case:

Your organization wants to increase revenue from existing customers using leads sourced from Customer Success (CS). CSMs can create and share leads with Sales easily. CS executives can measure the value of leads created by the CS team.

Additional Resources

For more information on CSQL and Salesforce connector, refer to the following articles:

• Configure Leads (Admin Guide)
• CSQL in C360 (User Guide)
• Authorize Connection
• Configure Out of the Box Jobs
• Configure Dashboards ( Horizon Analytics)