I'm the new Gainsight admin for my company, and we're almost ready to roll out some new features to our CSM team.
One of the last steps before roll-out is to define which lifecycle stage (New Client, Onboarding, Adoption, Expansion, Renewal, Retention Roadmap, etc.) each customer currently resides.
What are best practices for which database (GS or SFDC) this type of information should live in?
What are pros/cons of each location?
We're running with relationships if that makes any difference in best practices.
Thanks for the help!
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I'm all for picklists for the reasons you stated.
Do you use automation to push a customer from one stage to the next once certain criteria are fulfilled (with the picklists set so SDFC users cannot manually update the stages), or do you rely on your CSM team to change the stages based on CTAs which are triggered by your set internal rules for when a client should move stages? i.e. from Implementation-->Live, etc.?