Context :
1. We have mapped out our entire customer lifecycle journey.
2. CTAs like QBRs, Workshop are triggered based on this timeline.
So whenever a CTA is triggered a CSM works on it.
But, currently this there is no option view all the upcoming CTAs for a customer, and hence the CSMs can't plan their upcoming activities and puts them in a very reactive mode.
[i]
I think it will help the CSMs plan their activities if they can see their upcoming CTAs.
Option to view all the upcoming lifecycle CTAs for an account.
None
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We have a workaround for this where we created a field on Customer Info called Next EBR Date, and we are populating with the date that the next EBR will fire. This has been great for our CSMs to be able to start trying to schedule them earlier and plan out their work. We added it to their Customers list so they can easily sort and export as needed.
Do the CSMs want to see all CTAs or only few specific CTAs of a particular type, reason, etc.
Also, do they want to see the CTAs across all customers together in one view or would they want to see CTAs separately for each customer? In case of former, would creating a custom CTA view work?
Thanks,
Nitisha