Using Gainsight within Sales

For an overview of Gainsight, and information about how to login, please refer to the Gainsight Overview Page.

Gainsight in Salesforce

There are a few different ways to access Gainsight. The first is to access Gainsight through Okta. The second and third options require you to login to SalesForce. Once logged into Salesforce, navigate to the Account or Opportunity page, and scroll down to the Gainsight widget. The Customer 360 page will be the default view and is customized to show high-level account data and navigational tabs specific to Account Planning. The other option, is to select the + sign on the blue navigation bar in Salesforce, and choose Gainsight NXT from the dropdown menu. Many reps prefer this view since you can see more of the entire account plan in a single pane.

Creating an Account Plan

1. From the Gainsight widget, use the top navigation bar to select the Success Plan tab.
2. In the right corner select New Success Plan.
3. Name your success plan indicating Land or Expand and year(s).
4. The Type will be Account Planning.
5. Add a due date. The account renewal date is a good place to start, although this will evolve as the plan evolves.
6. Add a template to the Account Plan by using the ellipsis menu located in the gray bar on the right side of the page. The Land Plan and Expand Plan templates will provide a guided action items and next steps.
7. To learn about other plan types (Opportunity Plan, Command Plan, Success Plan), review this page.

Locating an Existing Account Plan

1. From the Gainsight widget, use the top navigation bar to select the Success Plan tab.
2. In the gray bar towards the top of the widget, use the More Plans arrow to view the existing plans.

Account Plan Info

1. The default view of an Account Plan will be the Plan Info section.
2. Plan Info is comprised of the Customer Profile, Execution Plan and Go-To-Market Plan.
3. Add or edit content to the Plan Info by using the pencil icon located to the right of each text box.
4. For further detail on the methodology behind the individual components, click here.

The Customer Profile

This section of the account plan serves to capture any relevant customer information.

The Account Snapshot

This section of the account plan serves to capture relevant information about the customer and their engagement with GitLab.

Go-to-Market Plan

This section of the account plan serves to capture relevant information about our plan to drive success for the customer.

Relationship and Influence Mapping

1. From the Gainsight widget, use the top navigaion bar to select the Contacts tab.
2. Use the drag and drop function to add contacts to the map or use the Add Person button located to the right of the widget.
3. Add further detail (Influence, GitLab Role, Manager) to the contact card by double clicking in the card or using the ellipsis menu.
4. Check out this article from Gainsight on building maps as well as this enablement page.

Whitespace Mapping

This activity is best done as a team, Solutions Architects and Customer Success Managers can help ensure this section reflects the team’s understanding of the opportunities within the account.

1. In Gainsight, there are two different sections for whitespace mapping. Whitespace (Use Case) and Whitespace (Use Case Visual).
   • Whitespace (Use Case): This is where you will enter the data. It will flow back into Salesforce but cannot be edited in Salesforce at this time.
   • Whitespace (Use Case Visual): After data has been entered, use this tab to see a visual representation of the data. There are multiple views from which to choose.
2. Reference this Whitespace Mapping page for further detail on the methodology.

For each use case, seek to understand if the customer is using a competing technology aligned to each of the use cases (there is a picklist in Gainsight), if there is an appetite for replacement (green indicates there is an appetite for change), and when that contract ends.

Company Intelligence

Company Intelligence allows users to stay up-to-date on their key customers and prospects and can be located in the Company Intelligence tab. Company Intelligence is also available via notification. To turn on notifications follow these steps:

1. Using the bell icon in the top right corner of Gainsight, select the gear icon.
2. Select the Events drop down menue
3. Next to Company Intelligence, select your notification preferences. Currently the only option is Slack and the updates will arrive via the Gainsight Sally app.
   • Bonus: Once opted in to Slack notifications you can request additional real time updates. Go to slack and send a direct message to “Gainsight Sally.” Ask for a summary of an Account you own.

• Setting up notifications.
• Company Intelligence FAQs.
• Company Intelligence, The long version.

Note: Only 5,000 Accounts can be tracked at a time. To request an account be added to tracking, please submit an issue in the Sales Ops project and select the General Request template.

Sponsor Tracking

1. From the Gainsight widget, use the top navigation bar to select the Sponsor Tracking tab.
2. Click +Sponsor to choose a contact from the list or add a new contact by using the search feature.
3. In the action column, click the link and enter the LinkedIn URL to start tracking.
4. Private, Premium LinkedIn profiles can’t be tracked at this time (May 2021).
   • Profile with special characters cannot be tracked unless a request is submitted to Gainsight Customer Support.
5. For more detail on how Sponsor Tracking works, please read this article from Gainsight.

Available Courses

• Account Planning in Gainsight: The Account Snapshot
• Account Planning in Gainsight: Relationship/ Influence Mapping
• Account Planning in Gainsight: Whitespace Mapping
• Account Planning in Gainsight: The Action Plan

Video Enablement

• Gainsight Kickoff and Demo
• How a Gainsight Rep Uses Gainsight
• Getting Started with Gainsight
• Completing the Account Snapshot in Gainsight
• Whitespace Mapping with Gainsight
• Whitespace Mapping Visuals with Gainsight
• Relationship and Influence Mapping with Gainsight
• Relationship and Influene Multi-Maps with Gainsight
• Creating the Action Plan with Gainsight

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