Question

What are Prerequisites to enable relationship?

  • 22 February 2024
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What all possible steps we can take before enabling or configure Relationship?
What are the areas of an account will be majorly impacted by enabling the Relationship.

 

Can someone please help me with the documentation if available. Thanks


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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.

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