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Customer Application for Gainsight

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  • September 6, 2016
  • 3 replies
  • 16 views
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abhishek_sivaraman

Hi All,

In the post mentioned here , we are planning to introduce Multiple Layouts for Customers which can be seen here - https://community.gainsight.com/gainsight/topics/multiple-c360-layouts.

As an extension , the concept of layouts can be extended to address another use case exclusive to GONG which is the Customer Application for Gainsight.

The use case is that -

We collect a lot of information about our customers and track the health of our customers in our C360. There are various touch points which we have with our customers on a day to day basis where we build a portrait of how a customer is doing.

[i]How do we(Gainsight) share relevant,useful information with our customers which will benefit the customer and Gainsight?

Idea -

Gainsight Customer Portal is our customer management portal where we configure external layouts applicable to customers and share information with our customers.

The flow would be something  as listed below -

https://lh6.googleusercontent.com/i_LAOTvUNXIE5hSwlnMLJpHqv6foXTsWhefeTCcm0pYp8UkAB1kygqQQZ1UGB-DXpvNTCq2Xtu3vq2hK5KdywdXPuVdO8L4fwjxV69zYoUQJx7_pcNgze3QiJfURrc1dM176ZqU

https://lh6.googleusercontent.com/cYdHmSCoD6q_ZH1O8Li3Ja5UzKCIrSZ9rhJYIe-9mpoB8Ga6b-hI086UF7-Up3AHzpt9E-JWYVhfxyXWSdLvNCyJnBd8OzwSAV_ZkJRmFnE-2Fil3CjxN1TeYu4EYYVEx3rdJBQ

For MVP , we are thinking about

  1. Gong GS Admin configures a layout and marks it as external.
  2. Customer GS Admin can access GS Customer App option via Administration navigation in their Gainsight instance .
  3. We will restrict the sections to be as read only and not editable.
Based on the feedback which we receive from our customers , further iterations can include additional aspects like -

  1. Configure external layouts based on different segments(Jupiter customers access a different layout while a Mars Customer accesses a different layout)
  2. Editable Success Plans - Customer to approve the goals agreed in the success plan based on EBR review with Gainsight
  3. In App Survey - Feedback on support ticket closure and provide satisfaction score to support cases resolved
Please free to post your thoughts , questions and suggestions.

a.What do you think about the proposal here?

b. What do you think are the relevant information which we could share with customers via our customer app?

c. Are there any additional use case which we should be aware of when we are building this?

d. Do you see this information sharing to be helpful or do you think in some scenarios it might backfire and we need a better way to control when and what to share with customers?  

Thanks

Abhishek S

    will_robins
    a. EXTREMELY excited to see this. It literally breaks down a wall.

    b. Email Logs data (so they can check who's getting our emails), Usage data, Success Plans, Escalated Risks (so they can see updates on those risks), and their active & closed support tickets. 

    c.

    IMO, one of the biggest value-adds here is direct access to their Usage data. Would they be able to download Usage Reports that we surfaced in the Portal?

    We'll want to limit visibility to certain Scorecards (eg wouldn't want to share an "Expansion Potential" scorecard). Would scorecards be all-or-nothing or would we be able to pick and choose what they see?

    d. 

    We'll need to be careful, but I think we can build systems to prevent us from sharing the "wrong" information. Especially if we take a crawl, walk, run approach.

    One thing that might be helpful is if there's a some sort of "HALT PORTAL ACCESS" button somewhere in Admin tab in case something goes really really wrong.

    Also, is there any way we could accidentally give a user access to the data from a wrong account?
    marie_wilkerson
    abhishek_sivaraman
    dan_ahrens
    4 people like this
    • marie_wilkerson
      marie_wilkerson
    • abhishek_sivaraman
      abhishek_sivaraman
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      dan_ahrens
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      aurelia_wollen
    dan_ahrens
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    • dan_ahrens
    • Expert ⭐️⭐️⭐️
    • September 9, 2016
    +1 to Will's well thought out and comprehensive response!

    I'll add that this would be a HUGE advancement for our customers. Literally every one of my customers has asked for this at least once (and some multiple times). 

    Data that should be shared unconditionally - usage data, email logs, support tickets (only those opened by the customer)
    Data that should be shared with caution - success plans (in cases where we have a success plan internally to remediate a risk - like a resell effort), escalated risks (in cases where we are highlighting customer type risks - sponsor change, company risk, etc)

    Another vote for a crawl, walk, run approach to this to ensure we do it right! Has the potential to be huge!!
    VP of Customer Success at Forcepoint
    abhishek_sivaraman
    1 person likes this
    • abhishek_sivaraman
      abhishek_sivaraman
    abhishek_sivaraman
    Hi All, 

    We have introduced this feature(Gainsight 360) as part of the Spring release. We have seen about 65 customers so far who have started engaging with this and hope to see more active views in the coming days.

    Do let us know your thoughts and feedback so far.

    Thanks
    Abhishek S


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