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Gainsight Inc.

Data Preparation: Account & Contact Data

One of the first decisions in implementation, the customer list, is the list of your actively paying and former paying customers. The purpose of this document is to help guide you to identifying the Account and Contact criteria within your environment that will identify your customers prior to beginning Gainsight Cadence.

Account Data

1. Identify Required Fields

The following fields are the minimum Account fields necessary for working with Gainsight effectively to load customer data. These Account fields represent criteria used to identify your Customers. Review your Account object and confirm all of the following fields have already been created and populated with data.

  1. Account ID – 15-Character ID
  2. Account Name
  3. Account Status – Used to identify whether the record is Active, Inactive or Churned
  4. Account Record Type – Used to identify whether a record is a Customer, Partner, Reseller, etc.
  5. Original Contract Date – Must be a date field type
  6. Current Contract Start Date – Must be a date field type
  7. Current Contract End Date – Must be a date field type
  8. Renewal Date – Must be a date field type
  9. Recurring Revenue value – Either ARR (Annual Recurring Revenue) or MRR (Monthly Recurring Revenue)
  10. CSM Owner – Must be a User Lookup field type

2. Create Missing Required Fields

If any of the required fields are not currently created on the Account object you will need to create the missing fields.

3. Identify Additional Optional Fields

Make note of additional Account fields that currently exist that are used to identify your customers or that provide specific customer information. Some examples of Optional fields are:

  1. Customer Stage – Used to identify the lifecycle stage such as Implementation, Lauched, Adoption, etc
  2. Sales Territory
  3. Sales Rep
  4. Company Type

4. Create a SFDC Report

Once all the required fields are created on the Account object, create a SFDC report that includes all the required fields and any optional fields you wish to use in Gainsight. This report is what we will use to confirm you have the all required fields necessary to identify the specific criteria that identify your Accounts as Customers in Gainsight.

  1. Create a new Account/Contact report
  2. Add all the required fields to the report
  3. Add additional Optional Fields to the report
  4. Add the criteria that narrows the records to only display yourcustomers
  5. Save and name the report “Gainsight-AccountData”

Contact Data

1. Identify Required Fields

The following fields are the minimum Contact fields necessary for working with Gainsight effectively to send email communications and load customer contact data. These Contact fields represent criteria used to identify the contacts that are appropriate for receiving email messages, such as New Customer and Upcoming Renewal emails, and an NPS Survey. Review your Contact object and confirm all of the following fields have already been created and populated with data.

  1. Contact ID – 15-Character ID
  2. Contact Name
  3. Contact Email
  4. Contact Role or Is Primary or Contact Type – Some type of identifying field to segment which contact receives which email type

2. Create Missing Required Fields

If any of the required fields are not currently created on the Contact object you will need to create the missing fields.

3. Identify Additional Optional Fields

Make note of additional Contact fields that currently exist on your Contact object that will provide additional contact data. Some examples of Optional fields are:

  1. Title
  2. Phone
  3. Location
  4. Opt Out

4. Create a SFDC Report

Once all the required fields are created on the Contact object, create a SFDC report that includes all the required fields and any optional fields you wish to use in Gainsight. This report is what we will use to confirm you have the all required fields necessary to identify the specific criteria that identify your primary Contacts in Gainsight.

  1. Create a new Account/Contact report
  2. Add all the required fields to the report
  3. Add additional Optional Fields to the report
  4. Add the criteria that narrows the records to only the contacts that should be used in Gainsight
  5. Save and name the report “Gainsight-ContactData”
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