Many of our large customers use Account teams to show all critical users related to a specific account. See previous discussions https://community.gainsight.com/gainsight/topics/sfdc-account-teams
However - as we move these customers to Gainsight relationships, I'm expecting we'll begin to see a similar use case - Identifying a number of users and their role in the relationship/BU.
Our current option is to create a series of user lookups on the relationship record, but due to the volume of possible users, and the variance in account teams size (2 people or 10 people) I think it would be great to have a better option in Gainsight to identify and manage this.
Have or could we consider creating our own "Relationship Teams" functionality?
Would love others feedback on this.
Thanks!
Devin
Relationship "Account Teams"
+3Thanks for sharing, Devin. We could extend our 'Relationship Contacts' functionality such that multiple (internal) Users can be added to create, as you called it, a 'Relationship Team'. There also needs to be support for direct ownership assignment, etc. obviously.
Generally, though, given that Relationships provide different teams/personas their own lens on the customer, are we seeing enough numbers within each Relationship to warrant something similar to Account Teams?
Generally, though, given that Relationships provide different teams/personas their own lens on the customer, are we seeing enough numbers within each Relationship to warrant something similar to Account Teams?
+4IMHO, a lot of the power of Relationships derives from the associations that we support. There are two kinds: explicit associations, as with Relationship Contacts, and filter associations, where we associate records according to a filter. We have seen other use cases for explicit associations, as with Customer/Relationship Products. Supporting Relationship Users would also fit into this category. I would be in favor of developing a generic scheme for explicit associations so we can define any explicit association OOTB. I appreciate that this makes reporting difficult but we will solve that separately.
Manu - know your aware but this has come up as a need at RedHat.
+3Yes, I'm aware of the RedHat use-case. What's making it more manual there is that we don't know how to map any of the Account team members to Relationships. Team members are assigned based on roles (CSM, TAM) and product lines (Middleware, Cloud, Platform), based on what I've heard so far, but no way of knowing what BU/Division a sub-set of these folks might map to.
This has also come up at HPE.
They would also benefit from this functionality at the relationship level. Very pertinent along their CAM track.
They would be happy to do this manually (or could even be built using rules logic from the Account Teams).
They would also benefit from this functionality at the relationship level. Very pertinent along their CAM track.
They would be happy to do this manually (or could even be built using rules logic from the Account Teams).
+4Help me understand why we can't use Relationship Contacts for this?
Hey Karl - Account teams - internal. So needing to use User records, not contacts for these.
+3Wanted to throw my 2 cents here. I am running into this more and more. I can build a "Relationship Team" object, but I feel like having this already available would save effort, especially for customers who don't have a SFDC admin who is also the Gainsight admin.
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