- CSM Teams that work on a single strategic account (frequency - weekly for these accounts)
- CSM Managers that join a CSM on a call for a client at risk
- Account Executive collaboration with CSMs
Possible work-arounds explored and issues:
- Creating separate Timeline entries by each person on Gainsight attending the client call
- Multiple Timeline entries do not have a single source of truth
- Ineffiencient, duplication of efforts
- Multiple Timeline entries do not have a single source of truth
Thanks for posting.
here's another use case that is very common: one CSM starts a timeline entry (for example "knowledge transfer" when they are moving an account from one CSM to another) and then another CSM (the one receiving the account) should be able to continue to build on that timeline entry and edit it.
the work arounds today create confusion / loss of searchability 1) create seperate timeline entries 2) fill out a word doc or spreadsheet and attach it
The biggest reason for this is that they can collaborate with other users in real-time and build out the content together. There is also sometimes an issue with access since not all users have Gainsight.
Timeline is one of the key features that I've pushed on to drive adoption of Gainsight. If you could incorporate the collaboration and accessibility of google docs with Timeline, Timeline would be the clear cut preference for users since it is already associated to a customer.
We recently got feedback from our users that they want the real time collaboration capability in a timeline entry similar to what you can do in google docs. The previous comments on this thread give good use cases on why this is desired. The primary part here is building content collaboratively. For example, in a meeting there could be a CSM talking and while this occurs another person could be capturing notes. Then the roles could be reversed in the same call and now the CSM is capturing notes.