Customer 360 Module

Introduction to Customer 360

Gainsight collects, combines and aggregates siloed customer data so that you can easily understand the usage, sentiment, executive relationship, renewal, and life-time value - all in one place. This data is either native to Gainsight operational capabilities/platform (scorecard or survey data) or imported from other systems such as CRM or ERP data.

Customer 360 page provides detailed info about a customer. It is a single page in Gainsight where a Customer Success Manager (CSM) can get a complete picture with all the relevant information about one single Customer. A CSM can prepare for his/her Client meetings within minutes as they will have all the necessary information about the customer ready in hand, at one single place.

Let us learn more about Customer 360 in this module.

 

Customer 360

What is Customer 360?

Today's customers are looking for an engaging and personalized customer experience. In order to retain customers and reduce churn, enterprises have to cater to customer demands at any cost. But there are questions that bother enterprises such as:

 
  • How to deliver an engaging customer experience?

  • How can one get a personalized experience of a single customer?

Customer 360

  • Gainsight understands that customers expect better service and efficiency from the companies that they engage with. Customers interact with companies through a number of channels and expect the companies to adopt a personalized approach when responding to them.

 
  • In this age of big data, where every customer interaction across channels are recorded and logged, Gainsight leverages big data and customer intelligence to improve its customer 360 degree view. The enhanced customer 360 degree view helps Gainsight to provide positive experience that goes beyond customer expectations.

Why Customer 360?

  • Better understand customer needs and concerns

  • Provide personalized support and targeted offers

  • Gain improved customer loyalty and more repeat business

  • Quickly and efficiently respond to communications

  • Provide satisfying, consistent and quality service experience to the customers

What does the enterprise get by using Customer 360?

 

Enterprises will

  • Get to know the perception of the customer about the company and its products or services

  • Build and foster a cordial relationship with the customer

  • Stay relevant to the customer

 

Relationships

Relationships is a new object in Gainsight that can be used to model multiple perspectives by creating relationship types and relationships, which eventually helps your CS team manage the success of each relationship. Relationships takes CS beyond managing Accounts. It helps CS manage each connection point (Relationship) with your customer.

For more complex businesses or sales engagements, such as if you have sold multiple products or have sold the same product multiple times to a single customer, tracking data and managing success of a customer may not suffice. For this scenario, Gainsight has introduced the Relationship object. By enabling relationships, most Gainsight functionality now occurs at a more granular relationship-level, instead of at the customer-level. For example, you have a Relationship 360 page, survey data, scorecards, and CTAs and tasks by relationship. Gainsight also rolls up relationship information to the Customer object.


To a certain extent, Relationships are to customers what opportunity is to Accounts in salesforce automation. While the analogy between Opportunities and Relationships is strong, in a way Relationships are quite a bit more sophisticated, since they manage ongoing ways your customers interact with your business; and the nature of each relationship can be pretty different.

Relationship Example

Relationships - Example


Let’s say you have two products in your company’s portfolio -- Product A and Product B -- that you sold to Gainsight US. Based on the discussion thus far, you’d manage these two relationships separately, with a CSM dedicated to owning each product. But should the two products be managed the same way? Do they have the same data being captured? Should they have the same health scoring scheme? Perhaps not. And this is the difference that Relationship Types capture. It’s possible to create different types of Relationships in Gainsight, and each type brings with it its own layout and its own specific data-set. It could be that it’s useful to track clickstream data for Product A, but not for Product B. Product B could be all about CSAT and proprietary benchmark metrics. Capturing these differences is extremely important.

Choose the most appropriate answer

Customer 360 page provides    about a customer. It is a single page in Gainsight where a  can get a complete picture with all the relevant information about one single Customer. A CSM can prepare for his/her  within minutes as they will have all the necessary information about the customer ready in hand, at one single place. 

Match the items in the left column with the answers in the right column.

  • Relationship
    helps CS manage each connection point (Relationship) with the customer
  • With Customer 360, Enterprises
    can build and foster a cordial relationship with the customer
  • Gainsight leverages
    big data and customer intelligence to improve its customer 360 degree view.

What is Customer 360?

What is Customer 360?

Overview of Customer 360

This 12-minute video provides an overview of the various sections you can enable on the Customer 360, as well as where to create them, and how they appear in the Account widget in SFDC.  

Click the image to watch a video on Customer 360.

 


https://player.vimeo.com/video/114711612

Components of Customer 360

 

Now that you have seen the overview of Customer 360, let us understand that this C360 page is further divided into sections which are configurable as per the CSMs needs. This is done so that it can be customized as per the needs.

Customer 360 Page

 

The C360 page consists of:

  • The top strip: This section has the user name customer name and customer's status

  • Search box: This section helps to search and jump to C360 page of any other customer

  • Upward arrows: This section helps to collapse the Salesforce header

 

In the top banner of the Customer 360 view you will see:

 
  • Customer Name

  • Customer Status

  • Subscribed - This will indicate if you have subscribed to receive notifications for this customer. Click the plus sign to subscribe. When subscribed you will see a blue check box.

  • Customer search box - Click the orange down arrow to change phrase operator from starts with to contains. If you are tracking usage by instance, you can search by customer or instance (see screenshot below)

  • Show/Hide Salesforce Banner - Click the chevron to show or hide the Salesforce banner.

  • Click the arrow to view the related account, opportunities or contacts as well as edit my notification settings.

  • Tag the customer with key words for searching and reporting.To learn more about how to add and report on tags click here.

  • Click a tile (or scroll) to navigate to a section within the 360 view.

  • Export - If enabled, you are able to export an individual Customer 360 view which will be emailed to you in the form of a PDF.


 

The C360 page consists of:

  • Side navigation: This section helps to quickly jump to the SF Account/Opportunities/ Contacts related to this particular customer

  • Tagging customers: This section is on the top and it has an option to tag the given customer


 

You can learn further about C360 by clicking the following link:

https://support.gainsight.com/hc/en-us/articles/202969308-Customer-360-Overview

 

Summary

In the summary section you will see current contract values and important dates and data including:

 
  • Status Gainsight field with options of Active or Inactive

  • Industry Salesforce Account field

  • Stage Gainsight field used to track the stage such as Go Live, Implementation, etc..

  • Comments Gainsight field used to add important notes about the customer.

  • You can add a maximum of 6 fields in the left pane of the Summary section

You can add a maximum of 6 fields in the left pane of the Summary section. For example, you can add the following fields in the left pane of the Summary section:

 
  • Orig. Cont. Date

  • Renewal Date

  • Lifetime in Months

  • Days to Renew

  • ARR MRR

  • One-time Rev

  • ARPU

  • Users

4 CTA task types available out-of-the-box in Gainsight

  • The top strip
    This section has the user name customer name and customer's status
  • Search box
    This section helps to search and jump to C360 page of any other customer
  • Upward arrows
    This section helps to collapse the Salesforce header
  • Side navigation
    This section helps to quickly jump to the SF Account/Opportunities/ Contacts

Decide if the following statements are true or false

  • Relationships takes CS beyond managing Accounts. It helps CS manage each connection point (Relationship) with your customer.
  • Relationships are to customers what opportunity is not to Accounts in Salesforce automation.
  • Customers do not like to interact with companies through a number of channels and expect the companies to adopt a personalized approach when responding to them.
  • With Customer 360, enterprises will get to know the perception of the customer about the company and its products or services.
  • Customer 360 page provides detailed info about a customer. It is a single page in Gainsight where a Customer Success Manager (CSM) can get a complete picture with all the relevant information about one single Customer.

Which of these screenshots talk about summary page in Customer 360?

Configuring the Customer 360 page

Customer 360 Page

Now that we’ve learnt what C360 is all about, let us go further and learn how to configure the page.

The C360 page has the following Fields by default:

 
  • Status

  • Industry

  • ASV/ARR

  • Orig. Contr. Date

  • Renewal Date

  • Lifetime in Months

 

Edit Summary

In order to configure this page, you need to click Administration -> C360 section and click

Edit Summary.

This is the Edit Summary page.

 

Edit summary.png

In the Edit Summary interface you can drag and drop fields and widgets into and out of the preview section. In addition you can change the label, Summary, and you can choose the areas where you want to display Summary.

Up to 6 fields can be displayed in the Summary. You will be able to pick  fields from Account and Customer Info Objects. A field can be dragged into the fields list at the far left or into the widget area.

edit summary fields.png

 

Widgets

It also has the following Widgets:

 
  • Active Users

  • Health Score

  • NPS

  • Open Support Cases

  • Open Calls to Action

Pre-designed Widgets

Widgets

Widgets are pre-designed cards that are designed to display a certain metric. Widgets can be dragged into the big rectangles as seen above.

There are a few pre-designed widgets:

 

There are a few pre-designed widgets:

Users Widget

The Users widget looks at usage indicator in the Usage Configuration section, as well as any Custom Labels applied.

This section uses the following calculation (Total Measure Value for last loaded data (at account level)) / Total user from Customer (User__c from CustomerInfo__c)) * 100

For example:  For month of August "All logins" (measure selected as Usage Indicator) is 900 and Total users (from customers object Users__c field) is 1000. Then Usage% is (900/1000)*100 = 90%

 

users widget.png

Health Score Widget

The Health Score widget shows the health score as well as a trend line. If Scorecards are not enabled in

your org, this widget will not appear.

health score widget.png

NPS Widget

The NPS widget shows the average rating form the most recent survey, and a trend line of the average ratings across the last several surveys. 

NPS widget.png

Open Cases Widget

By default the Open Cases widget shows the number of support cases housed in the Salesforce Case Object where status is not closed.

You can point to another object or change the parameter by changing the simple query we have in place.

open case widget.png

Open Calls to Action Widget

This Open Calls to Action widget shows the number of open Risks, Events, Opportunities for the account across all owners. 

open calls to action widget.png

 

Here, you can find information on how to configure the Customer 360 page and section types:

 

https://support.gainsight.com/hc/en-us/articles/203355767

https://support.gainsight.com/hc/en-us/articles/202969308-Customer-360-Overview

State whether the following statement is either True or False.

  • Widgets are pre-designed cards that are designed to display a certain metric.
  • The Health Score widget shows the health score as well as a trend line. If Scorecards are enabled in your org, this widget will not appear.
  • The Users widget looks at usage indicator in the Usage Configuration section, as well as any Custom Labels applied.
  • The NPS widget shows the average rating form the most recent survey, and a trend line of the average ratings across the last several surveys.

Demo and Recap on Customer 360

Demo and Recap on Customer 360

A  quick recap demo on Customer 360 (25 minutes)

 

In this video, you will learn more about Customer 360. You will also remember many things that you learnt about Customer 360 till now. 

Click the icon to view the video.

https://youtu.be/ztYV-VhEBNA