Acknowledged

Manual CTA for multiple accounts

  • 19 December 2016
  • 38 replies
  • 380 views

Userlevel 4
Apply CTA for multiple accounts Manually.
Scenario: if a user has to go through a process of adding a CTA manually and has to replicate this for all the accounts that he/she is responsible for, currently the only way is to get into a Customer360 page for all the accounts and create the CTA or through the Cockpit Tab.

It would be easier/convenient (flexibility) if the user is allowed to select multiple accounts from a drop down while creating the CTA.


38 replies

Userlevel 1
+1 for Gurukiran's request. Or if the ability to choose a list of accounts takes very long to implement, how about the ability to clone a CTA and assign it to another account. That would reduce the workload somewhat when manual CTA's are required in several accounts. Or the ability for CSMs to create custom playbooks that are only visible for themselves?
I know the initial response stated that this functionality was not on the "short-term" road map, but that was over a year ago. 

Any update here? 

This would eliminate peripheral checklists and keep our team in Gainsight to manage their tasks as CTAs. 
Userlevel 3
We recently came across this requirement as well.  Our users are utilizing Gainsight as their sole "To Do" list (plus much, much more).  In order to allow them to add CTAs that were related to multiple accounts or an internal task for all accounts or even unrelated to accounts, we created an account record in Gainsight for our company.  Any references to accounts are then made within the CTA task names.  
Userlevel 7
Badge +2
+1 - We would definitely like the ability to clone across accounts. Our use case would be we have a CTA Type for Product Feedback. if more than one customer has the same feedback, we currently have to go into each and create the same CTA. Would be great to add to one account, and then, be able to clone to other accounts. I was thinking maybe on the Customers tab have the ability to check off accounts, and then, click a +CTA button to have a CTA added to all accounts checked.
This feature is greatly needed as it also reduces the considerable amount of Admin time required to update / enter the same CTA for multiple accounts. Please advise how we are able to have this request prioritized for release ASAP.
Userlevel 7
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Is the request here to have a single CTA that is associated with multiple accounts? Or to create multiple CTAs, each with an associate with a single account, but which are otherwise identical?

Our use case is to allow for a CSM to create a CTA that they can then apply to all their accounts/the accounts the designate. Primary reason is Send from Cockpit - they are finding it very tedious to have to create a CTA for each account they need to send an email from, for example wanting to support an upcoming event. If they want to invite contacts from 20 accounts, they have to create 20 individual CTAs. 

Userlevel 2

@dan_ahrens I’m Pretty sure the request is to have a single CTA be associated with multiple accounts. I know in my org we would find it super useful. Many times we do something like reaching out about a new piece of content and have followups scheduled. It would be nice for the CSM to be able to create one CTA with that or other action items and assign it to multiple accounts. Right now it seems like more work to generate them separately and not really worth it.

In that scenario @edleguizamo - how would you keep track of which accounts you had completed the action for and which accounts were still outstanding?

@dan_ahrens Apologies, after reading my comment I can see the disconnect. There would be one CTA (with steps) that would then be duplicated for each account that way they can keep track. Pretty much what @kelly mentioned above.

Userlevel 7
Badge +2
I think 1 would probably be the easiest.  I would worry about them being able to create rules.
Userlevel 2

Any update on this?

Userlevel 2

@dan_ahrens I’m Pretty sure the request is to have a single CTA be associated with multiple accounts. I know in my org we would find it super useful. Many times we do something like reaching out about a new piece of content and have followups scheduled. It would be nice for the CSM to be able to create one CTA with that or other action items and assign it to multiple accounts. Right now it seems like more work to generate them separately and not really worth it.

Userlevel 1
Hi Liam. Not a bad idea to use rules. However, I would see the operations team as bottle neck and the whole process as too cumbersome. I imagine a situation where a CSM quickly wants to update several of their accounts. e.g. after having sent an event invite to several of their customers. Best case, they could create a manual CTA, choose all the accounts it applies to and create. If they had to come to the Ops Team for rule creation, I don't think that would work.
Using rules to create CTAs for several accounts with certain criteria is still a good idea for company driven activities as opposed to activities that are driven by the CSMs individually or customers. What do you think?
Userlevel 6
Badge +1
This would also be immensely helpful for our CSMs, especially those with 50+ accounts. We currently run rules to bulk load but we want to empower CSMs to be able to create their own CTAs at scale. 
Userlevel 2
Need this as well
Userlevel 7
Badge
+1 With a process changing soon to be released, I can see this becoming a common request.  While we can go through the Rules Engine as mentioned earlier - as more people starting using the software, I see where a bottleneck can happen as well.
Userlevel 5
Hi All,

There are other things that is keeping the team busy, but definitely this is in our radar. For now we do have 'Save and New' option while creating CTA (This would help in reducing few clicks)

Out of the below, whats the most common use-case,

1) Ability to select multiple accounts while creating a CTA

2) Or would like CSM to define a simple rule to create CTA (for this what would be the general logic that a CSM would define? )
Yes, #1 would be the most simple and effective option for our organization. Hitesh, thank you for following up on this! 
Userlevel 6
Badge +1
#1 is definitely the preferable option
Userlevel 5

Thanks for all the inputs. We are discussing internally on this. Note: One way to do this currently in bulk is through rules engine.

Userlevel 7
Badge +2
#1 yes
Great idea. This would help me save a huge chunk of time in the long run!

+1

We’ve just successfully onboarded Gainsght and this is one of the first questions raised by our Global Customer Success Team. They want to create CTAs for multiple accounts.  For instance “Book a demo for NewProduct XYZ” to check progress and measure deliverables across the globe. 

Userlevel 7
Badge

@dan_ahrens any update on this one - seems like a popular and long-sought after request.

Userlevel 7
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Is the request here to have a single CTA that is associated with multiple accounts? Or to create multiple CTAs, each with an associate with a single account, but which are otherwise identical?

Userlevel 7
Hi Gurukiran,

Thanks for the idea. Adding manual CTA for multiple account is in our roadmap but may not be available in short term. I will keep you updated about the ETA.

Thanks,
Nitisha
Userlevel 7
Badge +1

+1! We had this come up the other day specifically around setting up bi-weekly meetings. 

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