With the new feature of timeline and the log of activities, I'm curious to know how other companies will encourage CSMs to register customer activities.
In our case, today we are using CTAs to log meeting/calls annotations.
- CTAs pros: can create reports based on CTA reason, duration, etc.
- Timeline pros: much better interface, formatting, connect with contacts, etc.
- Receives a new QBR CTA.
- Do the call.
- Take notes logging a new timeline activity (without reason categorization).
- Go to cockpit and close QBR CTA without annotations.
What will you guys going to recommend to your teams?
The customers that I have talked to are not planning to change their current processes where they have: (a) consistent users of CTAs with notes logged on the CTA - especially if they're attaching the file to the CTA which means you have everything in one place like you mentioned or (b) high usage of a Chatter-like platform for note-taking.
What they have talked about is getting feedback from CSM teams who are using an external tool like Evernote to see what it would take to move note-taking into Gainsight (and as appropriate syncing to SF activities). They also have some interest in "post an update" when there's information that doesn't fit anywhere else and logging a CTA is 'too heavy'. I think it would be great to "post to a profile" so you could filter on all your "profile info" easily and quickly.
Once we have reporting available on Timeline & more integration options, I'm excited to see what Timeline can offer. In the interim - like you, Bruno - I'd love to hear what others are thinking!
For more discussion and ideas. 🙂
I also noticed that from timeline I only see ability to log time on 'Log a Call' and 'Log a Meeting'...the other options time entry is not available.
We left it out by default for Updates and Emails. You can always add it back [i]and add more custom fields to the layout as needed. There is also some interesting discussion happening on layout and template configuration here. Would love to hear your thoughts!
Being able to log Activities from CTAs is planned for Spring/May release.
What we are very actively working on right now is the ability to log activities from within a CTA. ETA is Spring/May release. This would then be extended to Scorecards, Success Plans, etc. over subsequent releases.
There are a couple of ways in which Activities and CTAs would soon work together:
I hope I was able to address most of the questions, and would really love to hear your thoughts and feedback!
Just to confirm - all good and this option will be added with the May 16 update?