2a. Identify Active, Inactive and Churned Accounts
Resource to complete Step 2a: Gainsight Administrator
Gainsight works from a list of your customers, selected from your Accounts in Salesforce. Prior to onboarding, you must attend a customer import webinar. Your customer list within your Salesforce accounts, and how they are identified, must be set up and verified.
Each customer must be represented by a single Account record in your current Salesforce instance. If your individual customers are represented differently, contact your Project Manager.
- Your customer list must be identifiable via consistent logic (e.g. Type = Customer). This logic can span multiple fields, but a good rule of thumb is that if a single Salesforce report to list all customers can be created, the same rules can be applied to Gainsight’s ‘create-a-customer-record’ function.
- Key customer data points should be available either on the Account object or a child object (such as Opportunity) as well. Key data points include the date they became a customer, upcoming renewal/contract expiration date, revenue data point (e.g. current contract value, Annual Recurring Revenue, Monthly Recurring Revenue).
- Gainsight recommends loading a set of recently-churned customers, if available. This allows Gainsight to be used to analyze for potential churn warning signs and leverage that information with current customers.
- Some Gainsight users also leverage the option of classifying some customers as ‘Inactive’ as a way to keep non-churned, but not actively managed, customers separated. Again, these need to be identifiable via consistent logic to allow Gainsight’s rules engine to classify them accordingly.
Data Preparation: Account & Contact Data
Coming up with a list of your active customers is one of the first decisions you’ll face in your implementation. The purpose of this document is to help you identify the Account and Contact criteria within your environment that will identify your customers prior to implementing Gainsight.
The following fields are Account or child object fields that are helpful fields in identifying your customer throughout their lifecycle. These fields, while important aren’t all necessary depending on your goals with Gainsight. Rather, these fields listed below are examples of data points that you may want to bring into Gainsight, and you should try to locate them in your org.
- Account ID Unique 18-Character ID. This will be the key field that maps your accounts from SFDC to Gainsight.
- Account Name A text field that contains the customer’s company name.
- Account Status Used to identify whether the record is Active, Inactive or Churned. This is important to identify your customers when you import them into Gainsight.
- Account Record Type Used to identify whether a record is a Customer, Partner, Reseller, etc. This field is often used to filter through your accounts and ensure you’re only importing customers into Gainsight. Could also be called Customer Type or something similar.
- Original Contract Date Must be a date field type. This identifies the date a customer signed on, and is used in many rules, including your recurring new customer import.
- Current Contract Start Date Must be a date field type.
- Current Contract End Date Must be a date field type.
- Renewal Date Must be a date field type. This is important to include because we will build many CTAs and do other exercises that revolve around this field.
- Recurring Revenue value We recommend including both Annual Recurring Revenue (ARR) and Monthly Recurring Revenue (MRR).
- CSM Owner Must be a User Lookup field type. Helpful to have because you’ll want to assign CTAs and tasks to your CSMs.
Note: If you don’t have one or more of these fields and need help configuring them, please contact your Gainsight onboarding rep.
2. 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:
- Customer Stage Used to identify the lifecycle stage such as Implementation, Launched, Adoption, etc.
- Sales Territory
- Sales Rep
- Company Type
3. Create a SFDC Report
Once all the fields you wish to include are located on the Account object, create a SFDC report that includes all the above optional fields and any other fields you wish to use in Gainsight. This report is what we will use to confirm you have all of the required fields necessary to identify the specific criteria that identify your Accounts as Customers in Gainsight.
- Create a new Account report
- Add all the required fields to the report
- Add additional Optional Fields to the report
- Add the criteria that narrows the records to only display your customers
- Save and name the report “Gainsight-AccountData”
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. Note: You will not actually import the contact records.
- Contact ID 18-Character ID
- Contact Name
- Contact Email
- 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:
- Opt Out (strongly recommended if you’re using CoPilot)
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.
- Create a new Contact report
- Add all the required fields to the report
- Add additional Optional Fields to the report
- Add the criteria that narrows the records to only the contacts that should be used in Gainsight
- Save and name the report “Gainsight-ContactData”
Run Salesforce reports for Active, Inactive, and Churned customers. Verify quantities against your system of record (accounting or other back-office platform) and update Account records as necessary to fit logic.
2b. Historical NPS Survey Responses
Resource to complete Step 2b: Gainsight Administrator
If you’ve conducted NPS Surveys previously, then you may find tremendous benefit in incorporating historical data in Gainsight. This will enable your Gainsight Users to see comprehensive customer data in one screen, while allowing your organization to visualize NPS trends using Gainsight’s analytics and reporting.
NPS Surveys should be segmented into distinct periods of time - typically quarterly or monthly. A Contact may only respond to an NPS survey one time. If your previous NPS survey program allowed multiple responses from a single Contact, then we recommend loading only their most recent response. Loading historical data for recently churned customers can provide key insights and learnings that may be incorporated to mitigate future risks.
How to Insert NPS Results from Excel File:
1. Obtain results in excel spreadsheet
2. Make sure excel sheet contains the following:
- SFDC ID
- Completed Date in date/time format, (yyyy-mm-ddThh:mm:ss.000Z)
- Highlight Date Field. Might be:
- Completed Date or
- Go to Custom, Custom, Scroll to formula field (yyyy-mm-ddThh:mm:ss.000Z)
- Verify each response has an email address.
- If not use email address: firstname.lastname@example.org
- Make sure each response has a name: if no name use same as email address
3. Create Survey Details
- Go to Administration > Surveys
- This allows you to create all required Survey Master fields
- Does not create Survey Master ID
- Click New
4. Complete required fields along with Start/End Date Fields. Click Save.
Note: Do not use this Survey ID (pictured below). It is not the Master.
5. Run Query: NPS Survey Master to obtain Survey ID
6. Adjust all column headings, see below table
a. Delete Unnecessary Columns, “Save As”
|New/Existing Column Heading||Revised Gainsight Heading|
|New Survey ID||JBCXM__SurveyCode__c|
|User (Insert word “User” if role doesn’t exist)||JBCXM__UserRole__c|
|NPS Rating (Filter/Replace Text with Value Only||JBCXM__NPSScoreText__c|
|New Column (Duplicate JBCXM__NPSScoreText__c Values) Copy/Paste||JBCXM__NPSScore__c|
New Column (Insert Below Formula. Adjust column “C”row, if necessary)=IF(C2>=9,"Promoter",IF(C2>=7,"Passive","Detractor"))
|NPS Comment Column (Sometimes they have no heading just NPS comment)||JBCXM__NPSComment__c|
7. Remove all NPS Score Blanks
8. Review Middle and End Row Against Original for Accuracy
9. Save as .csv
10. Go back to Jitterbit and upload NPS Response Data
a. NPSSurvey Response
b. Use Automap Feature
11. Review in Account NPS Tab