You can view detailed information about a customer from the Customer360 page, and see aggregated information across your customer base from the Customers Tab and Gainsight Dashboards.


For more complex businesses or sales engagements, such as if you have sold multiple products or have sold the same product multiple times to a single customer, tracking data and managing success of a customer may not suffice. For this scenario, Gainsight has introduced the Relationship object. By enabling relationships, most Gainsight functionality now occurs at a more granular relationship-level, instead of at the customer-level. For example, you have a Relationship 360 page, survey data (coming soon), scorecards, and CTAs and tasks by relationship. Gainsight also rolls up relationship information to the Customer object.

To a certain extent, Relationships are to customers what opportunity is to Accounts in salesforce automation. While the analogy between Opportunities and Relationships is strong, in a way Relationships are quite a bit more sophisticated, since they manage ongoing ways your customers interact with your business; and the nature of each relationship can be pretty different.

For more information on how Relationships differ from SFDC Account Hierarchy, check out this blog post.