For an overview of Gainsight, and information about how to login, please refer to the Gainsight Overview Page.
For an overview of how CSMs use Gainsight, please refer to the Gainsight CSM Overview Page
The Customer 360 (or C360) is the full overview for each individual account.
The left side panel of the 360 contains the following sections:
If you'd like, you can toggle the "Scrolling" button at the top of any 360 page to enable scrolling through all of the sections, rather than having to click into them.
Note at the top of the 360 page, there is a button for Timeline, which shows all logged activities for that specific customer. Gainsight has a number of options for logging a CSM's interactions with a customer. These are useful to build a historical record of what the customer has done with us, and the initiatives we've worked on.
On each account's 360, there is a "Follow" button next to the account name. If you are assigned as a CSM to an account, there is no need to follow the account, as you will automatically receive all notifications for that account. If you are not the CSM assigned to an account, you can follow the account to receive the same notifications the CSM assigned does.
Referenceable Customers field on the C360 Attributes section highlights if a customer is a Referenceable Customer. If a Customer is not a Referenceable Customer and they would make a great one, follow the process to Nominate a Reference Customer.
For information on customer surveys and how the NPS and CSAT scores are calculated and the types of questions asked, please refer to the NPS and CSAT scores handbook page.