Gainsight CS Features Overview
360
The Customer 360 (C360) is a central hub of your customer’s business information in Gainsight. It synthesizes business data from various sources and provides you with a holistic view of your customers. This minimizes the preparation time for your customer meetings.
Adoption Explorer
Adoption Explorer (AE) helps manage your customer’s usage data in the Gainsight environment and surfaces the most relevant view of usage data across your customer base.
AE offers powerful segmentation capabilities to manage multiple product lines, more robust control of aggregations and calculations, and re-imagined visualizations to surface deep insights.
Customer usage data at the Company and/or Person level can be stored with their entitlements on a daily and weekly level. Using the ingested data, admins can define newly derived fields without the need for a Rules Engine.
Cockpit and Playbooks
Cockpit is the CSM/AM team's home base for viewing and managing key customer activities. The backbone of Cockpit is Gainsight system alerts called Calls to Action (CTA). Call to action types, their associated tasks, and the Cockpit view can be customized by Admins to suit your business needs.
Note: Share this updated elearning on Cockpit & Playbooks with your Gainsight users.
Company Intelligence
Company Intelligence (CI) alerts users to external business events for their accounts and provides them the capability to act when necessary. To use this feature, admins must first configure the list of companies for which they want to receive intelligence information and also set the signals to track the selected companies.
Connectors
Connectors are integrations that are offered out-of-the-box so you can connect various data sources and sync their information to Gainsight.
Customer Goals
Customer Goals allow cross-functional teams to collectively capture, track, and measure customer goals to drive collaboration and showcase value. Effective use of Customer Goals can drive tighter collaboration between Sales and Customer Success, capture goals early to surface them in C360, and allow teams to plan work around goals by connecting to multiple CTAs and Success Plans.
Customer Success Qualified Leads (CSQL) and Renewal Center (RC)
With Customer Success Qualified Leads, you can unlock a new pipeline source, expand your portfolio, and showcase how Customer Success can be a growth engine for your business. CSQL is a purpose-built lead-creation tool for CSMs. The leads are automatically enriched with CS insights and delivered to sales in their CRM helping CSMs to showcase their impact to revenue.
Renewal Center helps Sales and Customer Success teams reduce churn, identify late renewals, and upsell existing accounts. By enriching Sales opportunities with Customer Success insights, Renewal Center enables teams to run their forecast reviews more effectively. The data science-based renewal likelihood score helps identify renewals most likely to churn based on customer health and engagement. Update forecasts and take immediate action so that your team can win every renewal on time.
Data Designer
Data Designer makes it easier for you to discover richer, more meaningful insights from your customer data. It provides a simple, easy-to-use solution to merge and transform your data, then make it accessible across the Gainsight platform for further analysis and exploration.
Data Management
Gainsight Data Management supports an admin to create and manage Gainsight Objects directly from the Data Management page. As an analogy, a Gainsight Object and its field(s) can be thought of as a database table and its columns. Data Management can be accessed from Administration > Data Management.
Email Assist
Email Assist helps users send personalized emails directly to contacts from Cockpit, P360 and Timeline. Users can send emails directly from Cockpit and P360 using templates created by their Admin, and from Timeline to share activity details. These options save time and standardize customer communications.
Gainsight Analyzer
The Gainsight Analyzer monitors various causes of failures or inefficiencies in the Gainsight application’s performance. With Gainsight Analyzer, you can quickly identify, isolate, and remediate any performance issue that impacts the user experience. Analyzer provides recommended actions for you to improve performance.
Gainsight Assist
Email Task and Send Email features in Email Assist help CSMs send personalized emails directly to contacts from the Cockpit and Timeline. CSMs can send an email directly from Cockpit using templates created by their Admin, and from Timeline to share activity details. These options help users save time and standardize their customer communications.
Gainsight Home
Gainsight Home is the one-stop workspace for CSMs designed to simplify your day-to-day customer success activities. The new Homepage provides you with a centralized view of the insights and action items for your portfolio of customer accounts. This reduces the number of clicks to perform actions, eliminates the need to wait for pages to load, and reduces switching between multiple browser tabs.
Admins can configure and publish Gainsight Home by navigating to Administration > Gainsight Home.
Horizon Analytics [Reports and Dashboards]
As a company, you have plenty of customer data available, but meaningful insights on these may be hard to find. You may have many teams that touch a customer, but no means to coordinate their actions.
Gainsight accumulates and turns disparate customer data from multiple sources into a single source of truth. Review the Customer data-driven insights and deploy actions that drive business outcomes for your clients.
Gainsight’s Horizon Analytics [Reports and Dashboards] are the reporting tools that power your business intelligence. They comprise several features that allow you to make the most of your data to generate business insights for your organization.
Journey Orchestrator
Journey Orchestrator is the hub for automated communications within Gainsight. This powerful tool harnesses the potential of automation to streamline your interactions with customers. Perfectly suited for customer success teams, Journey Orchestrator helps to launch personalized automated emails tailored by customer attributes such as health score, product usage, survey results, and lifecycle stage. Journey Orchestrator makes it effortlessly easy to enhance your customer relationships, ensuring personalized touchpoints that drive engagement and satisfaction. Re-imagine your strategy with smarter, scalable interactions and maintain the personal touch that sets your service apart.
Mobile
CSMs, Account Managers, and Executives need quick customer information while on the go – whether they’re headed to a customer meeting, traveling, meeting customers at conferences, or juggling a busy schedule. With limited time and many customers, CSMs and AMs also need to quickly know if key customers are at risk. Gainsight Mobile App allows you to access Timeline Activities, and key customer information using Sally, and view Notifications received directly from your smartphone while on the go!
People Management
Capture your contacts in an organizational chart to understand the roles and relationships of the people you do business with across your customer base. Explore the org chart to understand who influences whom within a company and know more about a person for deeper insights.
Product Requests
With Product Requests, the Productboard and Aha integration enables CS teams to track their customer’s product requests throughout the entire lifecycle. CSMs can not only capture these requests directly within 360, but they’re empowered with the ability to share this feedback directly into Productboard or Aha where product managers will gain visibility into these insights to help guide their roadmap strategy. Lastly, CSMs can confidently communicate the status of these requests back to their customers with direct views into where these have landed in regard to product planning. This seamless workflow enables CS to share customer feedback and helps prioritize the right features that will solve real customer needs and drive growth for the organization.
Rules Engine
Rules Engine is designed to improve your underlying customer data to produce superior customer outcomes. It can perform powerful multi-step, in-memory data transformations for large datasets in Gainsight within one rule. Transformations include aggregations, multi-dataset merges, formulas, and time-series calculations; helping your team to better identify meaningful data signals.
Sally
Powered by AI, Sally makes rich Gainsight data easily accessible through simple conversation. Not only can Sally provide answers to a diverse set of questions about your customers, Sally can also update customer data, provide information on health scoring, current risks, and opportunities. Your company can quickly collaborate on the latest customer intelligence to more rapidly deliver customer outcomes across all parts of your organization.
Scorecards
Gainsight Scorecards allow you to track multiple dimensions of a customer’s health and also provide you the ability to report on recorded dimensions. Each dimension in a Scorecard is known as a Measure. You can use multiple Measures to track various aspects of a Customer’s health. With Scorecards, you can set a score for each Measure either manually or automatically through the Rules Engine. Scorecards provide you with the flexibility of using numbers, letters, or colors as grading schemes.
Sightline Vault
Gainsight’s Sightline Vault provides access to pre-configured solutions built by Gainsight and the broader Gainsight community that help you effectively utilize Gainsight features and incorporate best practices into your Gainsight instance with the click of a button. This not only allows you to see value faster but significantly reduces the amount of time and effort your team spends setting up/configuring Gainsight. To learn more about Sightline Vault, refer to this video.
Success Plans
Gainsight has now redesigned the Success Plan, powered by Gainsight Horizon Experience. The new Success Plans simplify the product and improve the customer experience by adding new enhancements and enhancing existing functionalities.
Success Snapshots
Success Snapshots 2.0 enables admins to generate Powerpoint presentations with customer data and graphs from Gainsight, using your own customized presentation (business review deck) uploaded to the Success Snapshot repository, and help CSMs run their customer meetings (such as EBRs and QBRs). Once a Success Snapshot template is created and saved, CSMs will be able to export them from C360 and R360 pages respectively.
Check out the Admin and End User courses to see how Success Snapshots can save your team time creating presentations with customer data from Gainsight!
Surveys
With Surveys, you can create highly customized surveys that capture customer insights and transform them into actionable next steps for your organization. You can easily create multi-page surveys with a variety of question types, including multiple-choice, matrix, and a standard NPS® question type. Surveys give admins the ability to design and distribute surveys in Gainsight without a dependency on sites or features.
Text Analytics (CX Center)
Customer Experience Center makes it easier for users to collect and analyze textual feedback/ response data from sources like Surveys and Timeline. Once the data is collected, the CX Center automatically provides advanced analytics, including sentiment assessment, to help improve your customer experience, predict market trends, identify potential churn, and recommend necessary steps to increase product usability.
IMPORTANT: Customer Experience Center is available as a paid add-on to our Customer Success platform. For more information on how to license this feature, please contact your Gainsight account manager.
Timeline
Timeline is your customers' official record. It allows you to log information regarding customer interactions in a way that enables you to quickly gather insights and drive action. The Timeline View in the Customer or Relationship 360 allows you to log and view activities that help you track customer interactions over the course of a customer’s life-cycle. You can share the updated 10-min. training on Timeline with your Gainsight end users!
Unification
The Unification feature helps you to unify the Company and Person data and create a unified record in Gainsight.
User Management
Admins can use this feature to manage Gainsight users and their allocated licenses and permissions. User Management can be accessed from Administration > Users and Permissions > User Management.
X-Org Migration
X-Org helps you to migrate your Custom Object's schema, Reports, Rules, Playbook Assets, Data Spaces, and Reports from a source org to a target org.