• Relationships are a Gainsight feature that allow you to take Customer Success Management beyond just the account.

  • With Relationships, the post-sales org can model and manage multiple dimensions within one customer - whether it be products, departments, divisions, subscriptions, etc.

What are the use cases that Relationships solve?

  • Sell the same product multiple times to the same Account for different teams/divisions and/or use cases.  Need to deliver and track Success for each separately.

  • Sell multiple different products to the same Account. Need to deliver and track Success for each separately.

  • There are multiple ongoing subscriptions or engagements to the same Account. Need to deliver and track Success for each separately. 

  • Sell multiple products to multiple divisions. Need to deliver and track Success for each separately.

Is this functionality included in my contract?

If you are interested in deploying Relationships for your company, you will need to work with Gainsight's Professional Services team to ensure a smooth and accurate implementation. Please reference your contract to determine if this Services Package has been included or contact your Gainsight Sales Representative or CSM for more detail.

How can I determine if my company needs Relationships?

Some good indicators are:

1. Ownership is at a level “deeper” than the customer

  • Sara owns one contract of 4 that are active for Customer Abbett

2. Your product/service has been sold to multiple/different buyers within one Account

  • We sold to the Marketing Department and the Finance Department within one account and we need to manage these two buyers differently.

3. Health Scoring is needed at a “deeper” level than the customer

  • We have a unique scorecard and metrics for Product A, and a different scorecard and set of metrics for Product B

Your Gainsight Sales Representative or CSM can guide you through an assessment for your business

What Gainsight functionality is available at the Relationship level?

See the Relationships Overview article for more detail.

What is a Relationship Type?

A Relationship type defines which attributes and reports your CSMs see in the Relationship section of the Customer 360, as well as the Relationship 360. It also defines the layout of these pages. Think of the relationship type as the template to define a relationship per customer. Relationship types could be based on different products your organization sells and manages, or different business units or departments that your organization sells to and works with. See Setting Up Relationships for more detail.

How do I determine when I need a new Relationship Type vs. a new Relationship at a Customer?

  1. You should create a new Relationship at a customer if it is in the same category of business as you have sold previously, but needs to be managed individually. The associated data fits into the existing layout/template available. (Example: In the past I have sold Product A to the Marketing division within this company. Now, I've sold Product A to the Finance division within this company.
  2. You should create a new Relationship Type if this is a new category of business that needs to be managed separately and also has a different/separate set of associated data.

Who can setup Relationship Types? What are the permissions needed for this setup?

  1. Relationship Types can be setup by the Gainsight Admin
. Relationship entities can be added manually by an end user in the Relationships section of the C360, or automatically via rules.
  2. To create new relationship attributes, the user should also have View All and Modify All data permission (see SFDC profile permissions).

How many Relationship Types can be created?

Currently there is no limit.

How do I control the Relationship Type of a new Relationship entity?

  1. The end-user can select the Relationship type when manually creating the record from the customer’s C360.

  2. The type can also be controlled in the ‘Load to Relationship’ action type within a rule for automated creation.

Can I configure different Layouts per Relationship Type?

Yes, you can configure this in Administration > Relationships.

How do I setup usage data per Relationship Type?

Currently, everything is delivered by creating reports from Report Builder and adding it to the Relationship detail view. 

  • Select the object (SFDC or MDA) that contains usage data and setup the join criteria that would identify data for a particular Relationship.
  • Create reports on the corresponding usage data object and add its respective Relationship Type’s detail view.

Can Relationship Type Scorecards rollup into an overall Scorecard for the Account?

This is not available out of the box, but you can setup rules to roll up measures from the Relationship back to the Account in a way that makes sense to your business. For example, in certain cases a roll up might be required per type, and in certain cases you could have a corresponding score at the account level and roll up the measure from the relationship level back to the account level.

Is the R360 available on the 'widget' that you can show on the Account page for limited license users?


What's the difference between parent child hierarchy in Salesforce vs Relationships?

Account hierarchy is used to represent the parent / child account notion, usually a company hierarchy. Relationships is not the same as account hierarchy, but will help manage the various products that were sold at each level of the account hierarchy separately.

Can I send Surveys or track NPS® by Relationship Type?

Yes, you can send an NPS® survey for a particular Relationship Type and then all of the NPS® calculations and analytics are available per type in Gainsight.

Are Relationships suitable for companies that only sell one product?

If you sell the same product to multiple instances, and if you manage the success of each instance separately, then it would be beneficial to have each instance managed as a Relationship.

How does LRM work with Relationships?

LRM is currently (Oct. 2016) only available at the customer level. If you are tracking product level revenue information and if your relationships are also split by product, then you could use LRM 2.0 and show Product level revenue details on the corresponding Relationships. LRM 2.0 does not work with Relationships out-of-the-box, and the revenue details should be mapped to Relationships via the relationship configuration. We will start making incremental progress over the next few releases, but we do not have a definitive target on when LRM 2.0 will be supported for Relationships out-of-the-box. 


NPS, Net Promoter, and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.