Previously, we explored the importance of defining a default customer 360 view. Now, we delve into - Accessing and updating CRM account records from Gainsight. By seamlessly integrating these two systems, you can optimize data management and empower your teams to make near-real-time updates.
Imagine a world where your customer success teams can effortlessly access and update CRM account records directly from the C360. This workflow propels you from the initial phase to medium visibility, enabling efficient and informed decision-making.
To create this visibility, leverage Gainsight's powerful connectors, rules engine, custom fields, and C360 capabilities. Let's explore the keys to success:
- CRM Connector: Integrate your CRM tool with Gainsight to pull key customer data into the C360. By centralizing customer information, you equip your teams with a holistic view of customer interactions, enabling them to deliver personalized experiences.
- Usage and Support Ticket Data: Gainsight's connectors can pull in behavioral client data and support ticket data. This integration ensures that your teams comprehensively understand product usage and customer support history, enabling proactive and targeted customer engagement.
- Centralized Reports: By leveraging Gainsight reporting, you can centralize CRM, support, and usage data at the account level within the C360. This empowers your teams to access critical information in one place, facilitating data-driven decision-making and efficient collaboration.
- Bi-Directional Data Updates: Identify specific company data fields in Gainsight that should update corresponding fields on the Account Object in your CRM system. Collaborate with your CRM administrator to review and ensure seamless data flow between Gainsight and your CRM tool.
As you begin, consider the following questions:
- What CRM tool do you currently use?
- What challenges do your CSMs or other teams encounter when navigating between systems?
- How do you ensure data accuracy between multiple systems?
Addressing these questions will help you optimize your data management processes and ensure a streamlined flow of accurate information.
Unlock the power of seamless data integration and empower your teams to deliver exceptional customer experiences.
