My team has recently gone through a coverage model change where they now have new-to-them account that may not have had a CSM before. I was tasked with providing them with a report on customers who have not had an activity logged on their timeline since we adopted Gainsight. I understand the absence of data is tricky to report on, so what I ended up doing was exporting a report on all timeline activities and one on all customers and got the info I was looking for in excel. Ideally, I'd be able to do so in Gainsight, which would enable me to:
- Coach my team on Timeline if activities should be present.
- Provide them with information on which accounts have not been engaged by a CSM and should be prioritized.
- Help me keep our records clean by giving me visibility into inactive, duplicate or incorrect Customers.
- Coach my team on Timeline if activities should be present.
- Provide them with information on which accounts have not been engaged by a CSM and should be prioritized.
- Help me keep our records clean by giving me visibility into inactive, duplicate or incorrect Customers.