Introduction

Effectively managing customer data is crucial for providing a comprehensive view of customer interactions and ensuring that your team has the information they need to drive success. By centralizing data, integrating CRM information, and analyzing usage insights, you can create a unified customer view that enhances decision-making and customer engagement. This guide will walk you through the steps to centralize and integrate your customer data using Gainsight.

Why does this matter?

Centralizing and integrating customer data helps you:

• Increase Efficiency: Save time by accessing all necessary information in one place.

• Enhance Data Accuracy: Ensure data consistency across platforms.

• Improve Decision-Making: Gain comprehensive insights into customer interactions and product usage.

• Boost Customer Engagement: Provide tailored support and recommendations based on unified data.

Hot to get started

Ready to streamline your data management process? Here’s how you can get started:

Step 1: Create a Comprehensive Customer Data View

1. Identify and Integrate Key Data Sources: Use Gainsight’s connectors to pull in data from CRM, support ticket systems, and other platforms.

2. Customize C360 Layout: Organize key customer data and applications to make insights easily accessible and visually intuitive.

3. Segment and Personalize Views: Create specialized C360 layouts for different customer segments and user roles to prioritize relevant information.

Step 2: Integrate and Sync CRM Data with Gainsight

1. Configure CRM Connectors: Set up Gainsight’s CRM connectors to pull in key customer data and ensure bi-directional data sync.

2. Automate Data Syncing: Use the Rules Engine to automate syncing of critical metrics, such as overall health scores, back to your CRM.

3. Export Data to External Systems: Set up API scripts to export Gainsight data to other systems for advanced analysis and reporting.

Step 3: Centralize Usage Data and Insights

1. Import Usage Data: Use connectors to import usage data from various systems into Gainsight.

2. Analyze Product Data: Utilize Adoption Explorer to create dashboards and reports that highlight key usage metrics and trends.

3. Centralize in C360: Aggregate usage data within the C360 layout to provide a single view of customer interactions and product utilization.

Gainsight features you'll need

• Connectors: To pull in and push out data between Gainsight and other systems.

• Adoption Explorer: For detailed usage analytics.

• Reports: To visualize and analyze the data.

• C360: To centralize and display customer data

• Custom Fields: To map and manage unique data points across systems.

• Rules Engine: To automate data syncing processes.

What’s next?

With a unified and integrated view of your customer data, you're well-equipped to manage customer interactions and feedback. Check out our next guide on Manage customer interactions and feedback, where we'll explore how to effectively log and leverage customer communications to drive success.

Stay tuned, and happy data centralizing! 🎉

Further reading and inspiration

• Blog: Building the Foundation for Customer Visibility with Usage Data and Health Scoring

• Blog: Harnessing the Power of Centralized Data For Your Team

• Blog: How to use Gainsight and Microsoft Dynamics 365 for a Better Customer Experience

• Website: Available Gainsight + CRM Integrations

• Course: Detailed overview of the Customer 360