Use the Feature section on the C360 to clearly indicate what the customer purchased and what was delivered during a services project. Align Sales, Services and Customer Success on which exact product or features a customer should have enabled post-onboarding.
In this process, Sales would update the features/products list on the C360 with what a Customer has ‘Licensed’ in the Sales to Services handoff. Services would update the features/products that were actually ‘Enabled’ and provide comments for any feature/product that was licensed but not enabled in the Services to CSM Handoff. Then there is an official record on the customer of what was implemented vs. what the customer bought and why certain features/products were not implemented, giving the post-services teams the insights into the customer configuration that they need.
Note: Some of the Gainsight application screenshots are out of date in the Clarizen integration articles, but the overall process remains largely unchanged.
Step-1: Design your Features and Products List
In Administration > Features tab, create the full list of Features and Products that a Customer could purchase from you.
Step-2: Add the Features Section to the C360 Page
If not enabled already, add the Features section to the C360 Page. Refer the article, Configure the Customer360 Details (C360) Page & Section Types, for more instructions.
Navigate to Administration > C360 Sections > Click Edit next to the Features section > Check on ‘Show in Customer360’) > Click Save
Step-3: Incorporate Features Update into Sales Handoff Process
Instruct your Sales Team to Edit the Features section on the C360 to indicate what’s been Licensed for that customer.
The Sales Team will navigate to that Customer’s 360 page > Scroll to locate the Features section > Click Edit Features in the top right of the section > Check the Licensed and Add Comments as appropriate.
Step-4: Incorporate Features Update into Services Handoff Process
Instruct your Services Team to Edit the Features section on the C360 to indicate what’s been Enabled for that customer.
The Services Team will navigate to that Customer’s 360 page > Scroll to locate the Features section > Click Edit Features in the top right of the section > Check the Enabled and Add Comments as appropriate.