CSQL in C360
This article explains how CSMs can use the Customer Success Qualified Leads (CSQL) feature to create lead records in C360.
Overview
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.
Create Leads
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:
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Search for the company name in the global search to navigate to the Customer 360 page of the company.
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From the left pane, click Leads and then click Add Lead.
Note: First-time users need to authorize their Salesforce connection as a mandatory step before creating leads. Authorization is prompted when you click Create Lead. Select the Salesforce connection and provide your login credentials to complete the authorization process. The authorization step is applicable only for Logged-in users with the Sync with Salesforce option. -
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
You can analyze Leads data using the reports and widgets available on the standard dashboard called Customer Success Qualified Leads dashboard and also using the Leads Widgets available on Gainsight dashboard.
Standard Dashboard
You can view the Leads Analytics in the Standard Dashboard along with all the standard Lead reports. The Standard Dashboard also lets you rename the reports, create cloned copies and filter out the relevant data.
Lead Widgets
Admins and CSMs can analyze lead data using the following widgets in Gainsight Dashboard:
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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.
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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.
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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.
Manage Leads from Gainsight Home
You can create and manage leads from Gainsight Home. The CS Qualified Leads widget helps you get a consolidated view of leads data in Gainsight Home. You can edit the details from the list view, drill down to each lead entry and also view the total leads value.
Additional Resources
For more information on CSQL and Salesforce connector, refer to the following articles: