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Gainsight Inc.

Customer 360: How to Use

Navigation

  • Navigate to the Customer 360
    1. Click the blue search bar in the top-right corner and type the customer’s name
    2. Select the account
    3. Navigate between the Details Page sections and the Timeline View
      • Select the “DETAIL” tab (default) or the “TIMELINE” tab
        • For the Details Page, select the section in the menu on the left-hand side (click the “>>” if it is not visible)
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Best Practice Tip:

We recommend that you turn off scrolling (the toggle is in the top-right corner of Customer 360) in order to maximize performance.

Processes

Prepare for meetings (CSMs, Managers, Executives)

Before customer meetings, navigate to the Customer 360 to remind yourself of key information and review the current status of the customer.

  • Review the information in the Details Page, such as:
    • Summary - get a quick snapshot of the Renewal Date, Health Score, etc.
    • Scorecard - see how they are currently doing
    • Cockpit - see current CTAs related to the customer

Maintain customer information (CSMs, Managers)

In order to keep yourself and the rest of your company up to date on your customer, update their information in the Customer 360, right after customer meetings or whenever an update is necessary.

  • Update the information in the Details Page, such as:
    • Summary:
      • Update Status, Stage, or Comments
        1. Click “EDIT SUMMARY” in the top-right corner
        2. Edit the Status, Stage, or Comments
        3. Click “SAVE”
      • Update tags
        1. Click “+” next to “Tags”
        2. Select a tag
    • Contacts - update based on changes to contacts
    • Scorecard - update manual measures
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Best Practice Tip:

We recommend that you use Timeline instead of Summary > Comments, since Timeline Activities are time-based and reportable.

Share information with customers (CSMs)

Sometimes, customers will reach out wanting to know how they’re doing, especially with regards to their own product usage, support cases, etc. Leverage the Customer 360 to obtain the information and share it with customers.

  • Share information in the Details Page, such as:
    • Summary - share a quick snapshot
    • Attributes - share records of key information
    • Support - share details on support cases
  • Share information via Shared 360
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