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Gainsight Inc.

Overview of Relationship 360 Details

Overview

This article explains the contents and purpose of the various sections typically included in the Relationship 360 (R360) DETAILS page. The DETAILS page gives you a 360-degree view of your Relationship in one place - various products sold by your customers, People associated with different products, Health score for relationship etc. To access the Relationship 360 view, click the Relationship name hyperlink from Relationship section of the C360 page. To learn more about the 360 Timeline view, refer to Use C360 or R360 Timeline to Log Activities.

Header section in R360 

The various items available on the Global header section R360 page are displayed in the image below

Global Header.png

  1.  Customer Name
  2. Relationship Name
  3. Search bar to quickly find a section in R360
  4. Scrolling bar switch: If this switch is turned off, scrolling is disabled. You need to manually select each section from the left pane.
  5. Export menu: You can use this menu to export the current view of R360. The logged in user receives the exported file.

Sections in R360 page

Admins can configure different sections on a R360 Details page using Configure R360 Page and Section Types. The sections that an admin can configure are:

  • Summary
  • Embed Page
  • Success Plans
  • Surveys
  • Cockpit
  • Milestones
  • Sponsor Tracking
  • Scorecard
  • Scorecard 2.0
  • Person

Note: If an admin does not configure any of the sections, you cannot view it on the Relationship 360 page. Apart from the above sections, an admin can also configure Associated objects to be displayed on the R360 page.

Summary

In the summary section, you will see current contract values and important dates and data including:

  • Status Gainsight field with options of Active or Inactive
  • Industry Salesforce Account field
  • Stage Gainsight field used to track the stage such as Go Live, Implementation, etc..
  • Comments Gainsight field used to add important notes about the customer.

You can add a maximum of 6 fields in the left pane of the Summary section. For example, you can add the following fields in the left pane of the Summary section:

  • Orig. Cont. Date
  • Renewal Date
  • Lifetime in Months
  • Days to Renew
  • ARR MRR
  • One-time Rev
  • ARPU
  • Users
  • NPS Score - depending on the configuration of this section within the C360 layout, this score might be displayed as an average of all responses to the survey, or the 'actual' score that has not been calculated as an average.

Click Edit to make changes to the following data:

  • Status
  • Stage
  • Comments

For more information on how to configure the Summary section, refer to Customer 360 Summary Section Configuration.

Success Plans

Success Plans help CSMs monitor and drive success with individual customers based on objectives and criteria that you define. With Success Plans, a new Call to Action (CTA) type is introduced called Objectives. Success Plans may be composed of one or more Objective CTAs, and may include associated Tasks, either manually created or applied through Playbooks. For more information on success plans, refer to Create Success Plans in the R360.

Success plan.png

Surveys

The survey section includes two tabs that display survey data that was collected using the NPS methodology:

  1. NPS Responses Displays aggregated customer ratings using the NPS methodology

Note: Depending on the configuration of this section within the C360 layout, this score might be displayed as an average of all responses to the survey, or the 'actual' score that has not been calculated as an average.

  1. Survey Responses Displays User-specific with a link to the actual survey responses

To learn more about Surveys check out the article NPS Analytics.

Surveys.png

Cockpit

Cockpit is a replacement for Retention/Actions. In the Cockpit section you will see all of your Calls to Action (CTA) for a particular customer which could be a combination of Events, Opportunities and/or Risks. You can view open and closed CTAs in this page. These CTA's can be added manually or can be triggered based on business rules to warn of issues or flag opportunity. To learn more about managing Cockpit, check out How to Use Cockpit to Manage Your Daily Routine.

Cockpit.png

Milestones

Milestones are sub tasks which must be completed to achieve a goal. On the R360 page, you can add, edit, or delete milstones.

milestone.png

Sponsor Tracking

You can track the contacts associated with this Relationship in Sponsor Tracking section. Sponsors for an Account can be added from the Sponsor Tracking tab. Once you add a sponsor for the relationship associated with an account, you can view that Sponsor in the Sponsor tracking section of the R360.

Scorecard

In the Scorecard section, you can track customer health over time from qualitative (e.g. relationship) and quantitative (for example, usage) metrics to quickly prioritize engagement and boost revenue. To learn more about Scorecard Configuration, refer to Configure Relationship Scorecards.

Scorecard 1.0.png

Scorecard 2.0 

Scorecard 2.0 are an advanced version of Scorecard. Scorecards 2.0 store all the data in Gainsight  MDA. 

Scorecard 2.0.png

Person

The Person section displays list of contacts associated with this relationship. You can add, edit, or delete Person records from this section.

View Person Details

The R360 page now becomes a single source of truth for all the associations of a Person. You can now view all the Company or Relationship associations of a Person, from one of the associated R360 pages. For example, an employee at an organization who manages the installation process for three of your products will be associated in three relationships.

You can click any of the Company or Relationship names and navigate to the corresponding C360/R360 page, in a new tab.

View Person details.gif

Add a Person

To add a Person: 

  1. Click + PERSON. The Add Person window is displayed.

  2. Enter Name and/or Email and click SEARCH to check if the person already exists.

  3. If you get a person record that matches with Name and/or Email, click on the record to add association details of the current Relationship.

  4. If you see a message Person Not Found, click Add New Person. This action adds a new person into Gainsight.

Note: Gainsight searches the existing person by matching with Name and/or Email entered in this window. As per the result, you can either add association details to an existing person or you can add a new person to Gainsight.

Add person.gif

  1. Enter the Person details.

Note: You can see only those fields in the Add Person window, which were added in the Administration > Person > Search Configuration page by admins.

Add person_1.gif

Edit a Person

To edit a Person:

  1. Select the required Person. The Person Detail view is displayed.

  2. Click the Edit field icon, for the fields to be edited. You can view only those fields which were added in Detail View tab of Person Configuration page.

  3. Click Save field icon after making the required changes.

Edit person.gif

Delete a Person:

To delete a Person, click the delete button of the person. This deletes the association details of the Person to this Relationship but it does not delete all occurrences of this person.

When you delete this record, fields in other objects that are joined with the current object (Relationship Person) will honor the On Delete option selected in the MDA Joins of those fields. The Delete operation is applied to multiple dependency levels. You can find these dependencies (MDA Joins) in the Object Graph of any object. To see Object Graph of an object, navigate to Administration > Data Management > [Select an object] > Object Graph left pane. For more information, refer Creating Object Graph in MDA Objects.

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