References

At Gainsight, we are tracking references through Milestones on the Customer 360 page. In the comment section of the milestone we include which contact at the customer was used for the reference and for which prospect they were used. We do this in order to be able to run reports on references and pull in the date of the last reference into a dashboard so we don’t overuse our advocates.

Thanks, Nathan!  This sounds like it might work for us as well.

I see a lot of this activity is from 5 years ago.  Question, what is Gainsight NXT’s current capacity for reference management?

 

@Dkirkpatrick Our latest approach to reference management in our instance of NXT is to use fields on Company Person to record whether they’re a reference. (If I had to do it again, I might even recommend doing it on the Person, since they can certainly stay a reference as they move from job to job.) The first and most impactful think you can do for folks who are sourcing references is to provide the single list of who those references are, along with data like health scores and such. To that point, we built a Data Designer that includes data for each reference, such as open risk CTAs, escalated support tickets, and the date of the most recent reference conversation. (Our Customer Marketing team creates CTAs as a record of reference conversations.) The last bell’n’whistle that we added was to put a question into the NPS survey asking if someone would be a reference (which only appears if they’re an NPS promoter), and we’ve also put a single-question survey in-app using PX. In both cases, Rules use that data to automatically populate the reference field on Company Person. And the dashboard includes reports of those most recent survey responses, so that Customer Marketing can easily see which references most recently came in through those channels.