The future of milestones vs. Timeline
None
I would love to get a good understanding of what's our vision for the Milestones concept in Gainsight. Several enhancements, and specifically Timeline, make its future uncertain in mind.
I'd love more clarity on the following topics:
1. Are we planning to continue to use milestones as a separate concept from activities?
2. A key point of interest in milestones has been the ability to overlay them on graphs / usage date. Since we are moving away from the built-in SFDC usage section (aka as History and our demos) and moving to related-list usage repots from MDA - are we planning to support a similar concept of overlaying milestones on usage data to track correlation between a milestone and a usage pattern?
3. If we are continuing to use milestones, and specifically given the fact they are currently only available within the "usage" section in 360 that we are moving away from, will there be a separate milestone tabs planned?
4. How do we think about the future of milestones given Timeline? There is a lot of overlap and I'd think if we keep both, at a minimum we have to show Milestones from the Timeline view.
5. I liked the concept of dropping milestones specifically from CTA or automatically when specific types of CTAs close - if we are moving away from milestones, can we replicate a similar concept with activities?
Thank you!
Nadav
I'd love more clarity on the following topics:
1. Are we planning to continue to use milestones as a separate concept from activities?
2. A key point of interest in milestones has been the ability to overlay them on graphs / usage date. Since we are moving away from the built-in SFDC usage section (aka as History and our demos) and moving to related-list usage repots from MDA - are we planning to support a similar concept of overlaying milestones on usage data to track correlation between a milestone and a usage pattern?
3. If we are continuing to use milestones, and specifically given the fact they are currently only available within the "usage" section in 360 that we are moving away from, will there be a separate milestone tabs planned?
4. How do we think about the future of milestones given Timeline? There is a lot of overlap and I'd think if we keep both, at a minimum we have to show Milestones from the Timeline view.
5. I liked the concept of dropping milestones specifically from CTA or automatically when specific types of CTAs close - if we are moving away from milestones, can we replicate a similar concept with activities?
Thank you!
Nadav
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It would be great to have the ability to add Milestones from Timeline (choosing from the list of configured categories) and have all Milestones appear in Timeline, including rules-driven ones.
It's fair to say that there is some overlap with some of our features now, and some of this will depend on how they fit into a customer's business framework, existing processes. But in instances where we have more of a 'clean slate' to recommend and advise, it would be nice to think in terms of 'recommended approaches'.
Great discussion!
The vision is to make milestones a part of timeline. Milestones will become an activity type and you will be able to add milestone directly from timeline page. Along with this, the capability to overlay milestone on usage graph will continue to be available but we still need figure out few more things like the behavior after moving away from usage section, etc. I will keep you updated once we have clarity on them.
Thanks,
Nitisha
Per my comments above, if you just use the orange Milestone icon in Cockpit then 1) you have to have a CTA associated with the Milestone (so, in some cases, they'd have to create a CTA for the sole purpose of flagging it as a Milestone) and 2) it tends to display very little detail when you do that, (assuming they create a report to show them in C360). Am I missing any other options?
Nitisha - what I would like to see is a Milestones section very similar to what's currently available on the R360. That kind of functionality on the C360 would solve for Tracy's question and as a bonus, looks really slick.
"Milestone" will become an activity type in timeline and all milestones will be visible in customer timeline. We will also ensure that the ability to overlay milestones on timeseries reports continues to work as now (infact, along with milestones, user will be able to overlay other activity types too). I don't have an ETA for it but eventually the milestones will automatically integrate with timeline.
Thanks,
Nitisha
I, personally, would envision that a Milestone is not the Activity type itself but a designator for a specific Activity. Our team just rolled out a process whereby there is an Activity type "Exec Touchpoint." But that c/would also be a Milestone and also be a meeting, such as an EBR or renewal discussion. Sub-categories could solve for this by allowing a user to log a meeting and designate it as an Exec Touchpoint and as a Milestone and potentially even other things, like an "Expansion Conversation," which is another type of Activity we have in GonG. Then we would not have to choose just one of those or create multiple Timeline entries to capture the right categories.
Are there plans around that?
Let me know if that makes sense