To better understand your customer base as a whole, navigate to the Customers tab. The Customers tab contains a set of predefined views, aimed to provide the most up-to-date and meaningful customer summaries. This article describes the options available on the Customers tab, as well as the Analytics and Notifications Settings sub-pages.
IMPORTANT: Newer Gainsight customers may not see the Customers tab, but can view similar reports in the Gainsight Home tab.
Customers views
On the Customers page, select a view from the drop-down menu. Typically, you will find views for My Customers, My Upcoming Renewals, Accounts at Risk, etc. Views are filtered to show only the customers that belong to you, and are configured by your Administrator. For more information about setting up UI Views, refer to Creating Custom UI Views.
This My Customers view is beneficial for you to see your consolidated book of customers, along with key data, including the ARR Often this view replaces a spreadsheet or Google doc that the CSM was manually maintaining.
Suggested Uses:
- CSM’s can easily sort customers based on fields like Priority, Customer Stage, and Health Score to prioritize their work.
- A CSM Manager can use the My Customers UI View in their 1-on-1’s with CSM’s to review their customer segments or the total portfolio.
- Workload balancing across CSM’s: an executive can export the customer list and determine CSM assignment while taking into account the total ARR per CSM, # of customers, health scores, etc.
UI Views
The summary stats at the top of the page are pulled directly from the Customer Info object and can't be modified here.
UI Views at the top-left side of the page let you configure the columns displayed or apply filters for quick-reporting purposes.
In the example above, the Top 20 view is being selected. This view displays the following attributes for our top 20 customers:
- Customer Name
- ARR
- Score
- Trend Indicator (whether the score went up or down since it was last changed)
- Renewal Date
Filtering Using Search Fields
Every column in the Customers tab has a search field below the column name with the exception of fields of a type of textarea, ID or other non filterable Salesforce fields. These fields let you find the entries that interest you and filter (hide) all other entries.
As you enter search criteria in a search field, the entries are filtered to show only the ones that match the search criteria you enter. To display only the customers that are due for renewal in 2014, for example, type 2014 in the Renewal Date search field, as shown below
Some search fields have an icon at the left side of the field for selecting a search type. In the figure below, for example, the search field for the Score column lets you search scores that contain, start with, or end with a certain value.
Search fields use the Boolean AND operator. This means if you enter search criteria in more than one search field, only entries that contain all of the search criteria you specify are displayed. In this way, the more search criteria you enter, the narrower the search. For example:
- If you enter search criteria for Customer and Health Score, only entries that match both sets of search criteria are displayed.
- If you also enter search criteria for MRPR, only entries that match all 3 sets of search criteria are displayed.
To remove filters and redisplay all entries, delete the search criteria from all search fields.
Note: The max number of records that can be displayed in a customer list is 2000.
Adding Advanced Searches
The Filter option lets you define advanced searches. You can add additional temporary parameters to a UI view (for example, to filter based on a customer stage), using the filter option.
- Click the filter icon. The Modify filters page appears.
- Click + Advanced Filter.
- Define your filter, and then click Apply.
From here, you can pick Field(s) to add to the advanced search. Click Apply to execute. To clear the Advanced Search, click the Filter button and remove the filters by clicking the x next to each parameter.
Tags
Apply customer tags and use them Gainsight reporting and analytics to build user defined cohorts. There are 6 default tags:
- Active
- Churned
- Established
- Inactive
- On-boarding
- Up-sell
To learn more about creating and using tags, click here.
Export
The Customers tab lets you export the detailed view to a comma-separated value (CSV) file. Click the side menu, and then click Export.
Customers Analytics Subtab
The Customer Analytics subtab offers a 4D Analytics graph to analyze and review your customer base in a multidimensional way. On the far left you can configure the graph to choose what displays in:
- X-Axis
- Y-Axis
- Size - Of the bubble
- Color - Of the bubble
Advanced Filters
Click Filters to apply more advanced filters to the graph. In this example I am further filtering by Stage.
My Notification Settings
The My Notification Settings window allows users to set up their notification preferences. To learn more about Notification Settings or to find out why you might be missing this option, refer to Configure Internal User Email Notifications.