We have recently rolled out Gainsight to the global CSM organization, beginning with a fixed set of use cases. Im curious about your best practices to share on how to collect feedback and wishes from the users in a manageble way - are you using spreadsheets to do that?
Thanks in advance!
Best answer by matthew_lindView original
I’ve seen a lot of solutions here, and many of them depend on how far along you are as a CS / CS Ops organization, the volume of requests you expect and the number of teams using Gainsight.
You can certainly use a spreadsheet. The humble but mighty spreadsheet is a great place to start, and I venture a guess nearly every to-do and tracking list once lived in a spreadsheet.
The next level of tracking might be a tool of some sort. I’ve seen teams use tools from Zendesk, JIRA and GitLabs. This helps if you have a large number of inbound requests, and potentially a multi-GSAdmin team, where you need to track and assign work.
My advice….comes in two pieces:
@matthew_lind for some classic CSOps inspiration as always!
Moved this discussion to the right area