This article supports Gainsight NXT, the next evolution of the Customer Success platform. If you are using Gainsight CS Salesforce Edition, you can find supporting documentation by visiting the home page, and selecting CS > Salesforce Edition.
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What are ‘Relationships’?
Relationships is a Gainsight feature that allows you to take Customer Success Management beyond just the company. With this feature, you can manage different Relationships with a single customer and define different success metrics for each relationship.
With Relationships, the post-sales org can model and manage multiple dimensions within one customer - whether it be products, departments, divisions, subscriptions, etc.
What are the use cases that Relationships solve?
Relationships can help with a wide variety of use cases, here a few specific examples:
Sell the same product multiple times to the same Company for different teams/divisions and/or use cases. Need to deliver and track Success for each separately.
Sell multiple different products to the same Company. Need to deliver and track Success for each separately.
There are multiple ongoing subscriptions or engagements to the same Company. Need to deliver and track Success for each separately.
Sell multiple products to multiple divisions. Need to deliver and track Success for each separately.
Is this functionality included in my contract?
If you are interested in deploying Relationships for your company, you need to work with Gainsight's Professional Services team to ensure a smooth and accurate implementation. Please reference your contract to determine if this Services Package has been included or contact your Gainsight Sales Representative or CSM for more details.
How can I determine if my company needs Relationships?
Some good indicators are:
1. Ownership is at a level “deeper” than the customer. An example is shown below:
Sara owns one contract of 4 that are active for Customer Abbett
2. Your product/service was sold to multiple/different buyers within one Company.
We sold to the Marketing Department and the Finance Department within one company and we need to manage these two buyers differently.
3. Health Scoring is needed at a “deeper” level than the customer.
We have a unique scorecard and metrics for Product A, and a different scorecard and set of metrics for Product B.
Your Gainsight Sales Representative or CSM can guide you through an assessment for your business.
Which Gainsight functionality is available at the Relationship level?
Refer Relationships Overview article for more detail.
What is a Relationship Type?
Think of the Relationship type as the template to define associated Relationships. Relationship types could be based on different products that your organization sells and manages, or different business units or departments that your organization sells to and works with.
Example Use case:
A company sells both on-premise products and a Saas products. Each set of products has markedly different requirements for data, configuration, healthscores, CTAs etc and even different hierarchy and Relationship structure. Creating two Relationship types for each set allows each product team to configure and use Gainsight for its purposes without being bogged down by other teams’ configuration and data.
A Relationship type defines which attributes and reports that your CSMs see in the Relationship section of the Customer 360, as well as in the Relationship 360 page. It also defines the layout of these pages.
How do I determine when I need a new Relationship Type vs. a new Relationship at a Customer?
You should create a new Relationship at a customer if it is in the same category of business that you have sold previously, but needs to be managed individually. The associated data fits into the existing layout/template available. (Example: In the past, I have sold Product A to the Marketing division within this company. Now, I've sold Product A to the Finance division within this company.)
You should create a new Relationship Type if this is a new category of business that needs to be managed separately and also has a different/separate set of associated data.
Who can setup Relationship Types?
Relationship Types can be setup by the Gainsight Admin. Relationship entities can be added manually by an end user in the Relationships section of the C360, or automatically via rules by Admins.
How many Relationship Types can be created?
Currently, there is no limit.
How do I control the Relationship Type of a new Relationship entity?
CSMs can select the Relationship type while creating the Relationship from the C360 page.
The type can also be controlled in the ‘Load to Relationship’ action type within a rule for automated creation.
Can I configure different 360 Layouts per Relationship Type?
Yes, you can configure this in Administration > Relationships > TYPES > click EDIT for the Relationship Type that you want to configure > LAYOUTS.
Can Relationship Type Scorecards rollup into an overall Scorecard for the Company?
This is not available out of the box, but you can setup rules to roll up measures from the Relationship back to the Company in a way that makes sense to your business. For example, in certain cases a roll up might be required per Relationship type, and in certain cases you could have a corresponding score at the company level and roll up the measure from the relationship level back to the company level.
Can I send Surveys or track NPS® by Relationship Type?
Yes, you can send an NPS® survey for a particular Relationship Type and then all of the NPS® calculations and analytics are available per Relationship type in Gainsight.
Are Relationships suitable for companies that only sell one product?
If you sell the same product to multiple instances, and if you manage the success of each instance separately, then it would be beneficial to have each instance managed as a Relationship.
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