I wanted to share something I have built out for the HPE CAM team that is something we could possibly work into the product in the future.
CAM teams purpose is mostly to manages risks to renewal on all of their customers. The way they will do this in Gainsight today is by opening Renewal Risk type CTAs within their relationship and use linked objects to link the opportunity that is at risk of not renewing for the full amount. They fill in what portion of the total opp value that is at risk and why.
To take it a step further, management wants to define a larger 'risk theme' that multiple customer renewals might be a part of. An example would be the same competitor keeps taking away business because of xyz. The thought is that they can create these risk themes in Gainsight -> relate the multiple risk CTAs to the themes -> and also relate the theme to a success plan which is going to be the management teams mitigation of the risk. (These risks may take a year to solve or maybe they never get solved, but are long term projects with lots of tasks).
I have created a custom object called Risk Theme and related it to CTA Group. The flow actually works pretty well however the challenge is that everything is account centric. We are forced to create an HPE Internal Account where we will create the Success Plan and different Risk Themes from. The big win here is to have reporting across all of them with a data space where Execs can see the total dollars at risk by Risk Theme, how many renewal risks by theme, and outcomes by theme.
Have we considered pushing customers to manage these higher level risk plans in Gainsight that might be more "org-wide" and not necessarily linked to one account ID? This is a very specific use case but if the feature was there it might open up more use cases in Gainsight, more users in the system, and make us even more sticky. HPE is accepting of it but it is a bit clunky to relate everything to the "internal" account and maybe in the future we could have some central risk tab in the tool.
Would love anyones thoughts.
Managing Org Level Risks in Gainsight
+2
Joe - first of all - I love this use case and the creative approach you took to create it!
I think the idea of managing "risk themes", with specific CTAs as instances related to these themes is really great - I'd love to see us come up with an easier, less clunky way to support this and then pitch it as a best practice!
I think the idea of managing "risk themes", with specific CTAs as instances related to these themes is really great - I'd love to see us come up with an easier, less clunky way to support this and then pitch it as a best practice!
+4Very cool, Joe! One piece I didn't quite follow is what the custom object is for. Can you share the schema and what is captured there vs in the success plan?
+2Karl,
Good call out. The risk theme object captures the BUs affected, description, regions affected, products affected, and name. You make a good point...I suppose this information could live on the success plan. My thought was you could possibly associate multiple success plans to the same risk theme which would have all the same attributes. Definitely something to talk through with their team.
Good call out. The risk theme object captures the BUs affected, description, regions affected, products affected, and name. You make a good point...I suppose this information could live on the success plan. My thought was you could possibly associate multiple success plans to the same risk theme which would have all the same attributes. Definitely something to talk through with their team.
+3Similar to how SF Campaigns are being used by the DSR team?
+2From what I know about the DSR campaigns, yes I believe so.
Sign up
If you ever had a profile with us, there's no need to create another one.
Don't worry if your email address has since changed, or you can't remember your login, just let us know at community@gainsight.com and we'll help you get started from where you left.
Else, please continue with the registration below.
Welcome to the Gainsight Community
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.