This tutorial explains how to create a handful of reports that Gainsight’s VP of Customer Success and Renewal/Upsell team use to forecast upcoming and open renewals, expansions, and upsells.

Note: any reports built with the Transactions object use our LRM feature, which is a custom add-on and is not part of the traditional Gainsight package.

Report #1 Configuration: Upcoming Renewals - Current and Next FQ

Report #1 Configuration: Upcoming Renewals - Current and Next FQ

This report provides a high level view of upcoming (potential) renewals for the current and next fiscal quarter. The fields you will most likely want to include are the Customer Name, Account Size (ARR), Renewal Date & Renewal Owner, and then CSM Name and their current stage. Gainsight’s VP of Customer Success uses this chart and filters by Renewal Date to make sure she’s aware of all impending renewals.
 

To create this report, navigate to Administration > Report Builder > click + Report:

1. Select the Customers subject area to build the report on.

2. In Show me, add Customer Name, ARR, Renewal Date, Renewals & Expansion Ownership1, CSM Name, and Stage Name.

3. Leave the By field empty.

4. (Optional) Create filters:

  • Renewal Date = Current and Next FQ (or whatever time period you’d like to view)

5. Click Apply.

6. Enter a name for your report (Upcoming Renewals - Current and Next FQ) and click Save.

Report #2 Configuration: Open Renewals - Current and Next FQ

This report provides a graphical perspective on the current and next fiscal quarter’s monthly ARR of open renewals as opposed to the number of account with open renewals. Rather than getting into the details of the chart above, this allows Gainsight’s VP of Customer Success an easily digestible view of the next 4-6 months of open renewals.

Instructions for creating this report are available here.

Report #3 Configuration: Renewal Forecasting

This report provides a graphical perspective (with numerical data points) on any given quarter’s potential renewals. The report is by account, and aggregates the value of potential renewal for each account that will be up for renewal in that specific quarter.

1. Select the Transaction subject area to build the report on.

2. In Show me, add ARR.

3. In By, add Account Name (make sure that this automatically changes “ARR” to “Sum of ARR” in Show me)

4. (Optional) Create filters:

  • Subscription End Date *between* the beginning and end of the fiscal quarter of your choosing.

5. Click Apply.

6. (Optional) Click the Visualization Icon and select Bar.

7. (Optional) Click the Report Settings Icon and Click Chart Options:

  • Toggle ‘Chart Sorting’ to DESC by ‘Sum of ARR’
  • Toggle ‘Show Data Points’ to ON

8. Enter a name for your report (Q4 Renewal Forecasting) and click Save.

Report #4 Configuration: R&E Manager’s Open Upsells

This reports shows a chart of open upsells managed by Gainsight’s R&E Manager. If you have a field like this, to show who owns specific upsell potential, you could filter this chart by whoever’s upsells you’d like. It provides a detailed view of the Account, the owner, the estimated ARR of upsell, probability of it closing, potential close date, and so on. This chart allows Gainsight’s VP of Customer Success to maintain complete visibility into our upcoming upsell potential.  

1. Select the Opportunity subject area to build the report on.

2. In Show me, add Account Name, CSM Name, Renewals & Expansion Ownership1, Estimated ARR, Probability % (of the Opportunity closing), Opportunity Stage, Close Date, and Opportunity Name .

3. Leave the By field empty.

4. (Optional) Create filters:

  • Opportunity Type = Upsell
  • Stage includes XXX, XXX (whichever Opportunity stages you want to view in this table)
  • Close Date = XXX (limit the time period you would like to view)
  • Renewals & Expansion Ownership1 = R&E Manager (or whoever’s upsells you’d like to view). If you want to see upsells across the company, take this filter out.

5. Click Apply.

6. Enter a name for your report (R&E Manager’s Open Upsells) and click Save.

Report #5 Configuration: Upsell Forecasting

The final report in this tutorial shows forecasted upsells from a graphical perspective (with numerical data points). Similar to Report #3, it is a Bar chart by Account Name, with the bar totalling Estimated ARR of the Upsell.

1. Select the Opportunity subject area to build the report on.

2. In Show me, add Estimated ARR.

3. In By, add Account Name (make sure that this automatically changes “Estimated ARR” to “Sum of Estimated ARR” in Show me).

4. (Optional) Create filters:

  • Opportunity Type = Upsell
  • Stage *excludes* Closed Won, Closed Lost opportunities

5. Click Apply.

6. (Optional) Click the Visualization Icon and select Bar.

7. (Optional) Click the Report Settings Icon and Click Chart Options:

  • Toggle ‘Chart Sorting’ to DESC by ‘Sum of Estimated ARR’
  • Toggle ‘Show Data Points’ to ON

8. Enter a name for your report (Upsell Forecasting) and click Save.

Note: You could also add “Owner ID Name” as your first Show Me tag, and then filter for Owner ID Name = XXXX (e.g. R&E Manager) if you want to look at a total of one person’s or all forecasted upsells.
 

1. Renewals & Expansion Ownership

Renewals & Expansion Ownership is a custom field that we’ve built here at Gainsight to mark, on any account, who will own the renewal (and expansion potential) for that account. It’s a basic custom field on the Salesforce Customer Info object that is populated via rules. The rule is actually set up via our customer tiers - i.e. if Customer Tier = Enterprise/Mid-market tier or Strategic tier, then Renewals & Expansion Ownership = our R&E Manager; if Customer Tier = SMB, then Renewals & Expansion Ownership = Account Executive.

Configure Dashboard

For instructions on assembling these reports into a Gainsight home dashboard, please see this article.