Customer Lifecycle Visualization

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  • Updated 7 months ago
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We're in the process of trying to figure out a good way to visualize the customer lifecycle and our CSM touchpoints and milestones throughout.  Some things that would help:

1. We're currently using a report for CTA and adding milestones.  We would like to be able to set the date range for the report to be greater than the contract start date.  We don't really have a good way to do this today.  So, would like to be able to use comparisons in the filters.  For this case, Closed Date greater than or equal to Contract Start Date.

2.  There's not really a good way to combine CTAs with Timeline posts.  So, we're using timeline to track more of our day to day tasks like Trainings and Chairsides.  We're working around that by creating milestones when an activity is logged, but would be great if there was an easier way.

If anyone has ideas or has done anything similar, we'd love to chat!
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Heather Hansen, Champion

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Posted 7 months ago

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Karl Rumelhart, Official Rep

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Hi Heather, Curious that you are creating Milestones when all Activities are logged...we have been thinking about something going the other way where we could have an Activity Type called Milestone and so you would could see Milestones together with Activities.  The challenge in your case is that you want to see all CTAs (whether they trigger Milestones or not).  

While it may seem a big hammer, you could define a custom object in MDA (or Salesforce, if you prefer) and then use a Bionic Rule to combine all of the data you mention, including CTAs, Activities and even Milestones directly (if you want) and populate the table with exactly what you want to report on.  Later this month you will also get date formulas in  Bionic Rules so you could calculate the filter as the different between the two dates being positive. 
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Heather Hansen, Champion

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Hi Karl,

Yes, we're trying to create a visualization of essentially everything the CSM did during the customer's contract, and then, intersperse the milestones on there as well.  Hadn't thought about using the MDA and Rules Engine to combine everything, so that's a good suggestion.  I think ideally this goes back to having an export of everything we've done for a client on some kind of timeline chart.  Looking forward to the new release and all the upcoming roadmap items!