What are Prerequisites to enable relationship?

The relationship is a “Divide and Conquer” strategy. It allows you to divide an account into multiple subdivisions or entities and monitor each subdivision separately for better-personalized control and understanding of the client's needs.

Prior to enabling or configuring Relationships in Gainsight, consider the following steps:

1. Understand your Organization Structure: Before setting up Relationships in Gainsight, it's critical to thoroughly understand your organizational structure and how your product/service is used within that structure. This may include business units, geography, projects, departments, teams, etc.
2. Identify Relationship Types: Define the types of relationships that exist within your organization; there can be multiple types. It could be based on a project, a product line, a business unit, a location, etc.
3. Identify the Key Metrics: Figure out the parameters on which you would like to track these individual relationships. Different metrics may be important for different relationships.
4. Check for Data Model: Once you know your organizational structure as per points 1 and 2, each subdivision(Product, Business Unit, etc.) must be uniquely and categorically identified in your CRM and/or other connected systems. You can check this further with your Gainsight Technical team.

Enabling Relationships will make your instance more robust as it will impact:

• View relationship details such as attributes or usage on the Relationship 360 page. 
• Easily manage contact hygiene by different teams, which ultimately helps in various customer engagements(like Surveys & webinars) and automating scorecard measures.
• Manage scorecard measures per Relationship through a dedicated relationship-level scorecard, which can be rolled up to the account level.
• Logging of Timeline activities at Relationship level, which could be rolled up to the Account level.
• Manage Success Plans and CTAs per Relationship. Additionally, fields from Relationship can be added to the Success Plan and CTA views.
• And a lot more like rolling down essential details such as Tickets, Product/Service Usage data, Opportunities, Customer Education data, etc. at the Relationship level.

Business Outcomes when you have Relationships in place:

1. Customer Engagement and Retention: With Relationships, you can handle each relationship separately. This implies that your interactions and responses can be more personal and targeted, leading to improved engagement and retention.

2. Sponsor Tracking: With specific relationships allocated, sponsors, the key people at the client-side can be mapped and tracked against specific relationships. This could potentially help with customer engagement.

3. Operational Efficiency: With specific relationships in place, each division/subdivision can be handled independently. This leads to increased operational efficiency, as actions are highly specific and targeted.

4. Renewals: With specific relationships running, renewal discussions can be handled at a more granular level. Risk identification and mitigation will happen at the individual relationship level.

5. Upselling/Cross-Selling Opportunities: More relationships mean a granular understanding of the customer's usage of your products/services. This, in turn, can open upselling or cross-selling avenues which were not visible earlier.