Introduction
Every team member interacts with customer data differently—Customer Success Managers (CSMs) need granular account details, while executives require high-level trends. Tailoring data views in Gainsight’s C360 ensures that every role sees the insights most relevant to their objectives, improving efficiency and decision-making across the board. This article will guide you through creating role-specific C360 layouts to maximize the value of your centralized customer data.
Step 1: Identify Role-Specific Needs
Understanding the unique requirements of each role is the foundation for creating effective layouts.
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Analyze Data Usage Patterns: Review how different roles interact with customer data. For example, CSMs may prioritize account health metrics, while managers focus on portfolio-level KPIs. Use Dashboards to understand how different teams consume data and identify the most accessed insights.
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Categorize Key Insights: Group data insights by role-specific priorities. For instance, executives may need a high-level view of ARR performance, while CSMs focus on customer health trends from Scorecards.
Step 2: Create Custom Layouts in C360
Designing role-specific layouts streamlines access to the most relevant information.
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Organize Data Fields by Priority: Use the C360 Layout Manager to arrange key metrics like ARR, product usage, and health scores into clearly defined sections for each role.
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Add Specialized Widgets: Include widgets that surface critical insights, such as usage graphs for product managers or health score summaries for executives. Refer to the Widget Configuration Guide for setup instructions.
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Embed Visual Dashboards: Create embedded dashboards to give managers and executives visibility into team performance and ARR trends. Use Advanced Report Settings to customize these views.
Step 3: Enable Role-Based Access to Views
Ensuring that users see only the data they need improves efficiency and data security.
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Assign Layouts Based on Role: Use Gainsight’s role assignment functionality to tailor views for CSMs, managers, and executives. Assign layouts through the C360 Configuration Page.
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Set Permissions for Critical Fields: Restrict access to sensitive information, such as financial metrics, using Field-Level Permissions.
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Gather Feedback on Layout Usability: Collect input from users on the effectiveness of the layouts and adjust them based on feedback. Use Surveys to gather structured feedback on layout relevance.
Next Steps for Success
Once role-specific layouts are in place, ensure your team uses these views effectively. Continue to the article "Visualize Customer Insights with Dashboards and Reports to learn how to create dashboards that enhance usability and drive decision-making.
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