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.
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342 Points
Posted 5 months ago
Marcelo, Champion
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2,908 Points
Dan Ahrens, Official Rep
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23,636 Points
Niki, a way to make this info available is to use bionic rules and write the output to a field on the customer object. You'd do this by merging all your active accounts with the aggregate number of activities per account and left merging (so even accounts were there were no activities will have a record), then write that number to the custom field to capture the 'number of timeline entries'. Then you could report on this value and filter out any number >= 1.
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342 Points
Thanks, Dan. I'll give that a try.
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342 Points
