CSM timeline for internal use

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  • Idea
  • Updated 7 months ago
  • Under Consideration
I have a customer that would like to be able to have the timeline feature for tracking client interaction, For example Managers and Employees can have a timeline of conversations and meetings. They then can report and see the customer interactions for that account all in one place per rep and not just per account.
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Cameron Wright, Employee

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Posted 7 months ago

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Francine

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I would imagine a timeline feature per CSM rep so that each Manager can track of internal meetings/conversations/projects they are having with that rep in one organized place. These are items that we dont necessarily want to keep track in the Cockpit CTAs because they dissapear once completed since they are not attached to a specific client account. I would like these attached to one specific rep.

This can help us make sure nothing is falling through the cracks internally. 
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Nitisha Rathi, Employee

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Thanks for the interesting idea. This is in our roadmap. ETA not yet decided.

Thanks,
Nitisha
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Francine

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Very happy to hear that it is on your roadmap. I think it will be extremely useful.
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Dan Ahrens, Official Rep

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Francine - this is a very interesting use case and I really like the approach here. 

One way that I thought of accomplishing this that would really operationalize the process is to use Relationships and Timeline. Here's how:

Let's say Acme Company has a manager of the CSM team (Karen) and employees (John, Samantha, and Zoe)
  • Create a company record in Gainsight for Acme Company 
  • Create relationships under Acme Company for each employee : John, Samantha, Zoe, etc
  • When Karen meets with her team via 1x1 meetings, she pulls up the relationship timeline for that employee where a timeline of previous meetings and notes exists. Karen can even assign CTAs as follow up tasks just for that employee relationship.
This functionality is available today!

Additionally, we are planning on an enhancement in our winter release (next month) that will allow the setting of permissions on an individual relationship context - so the manager Karen could have access to view all of her employee notes, but individual employees could only view their own relationship (and notes and CTAs for other employees would be hidden from them). 

How does this align with your use case?
(Edited)