My CSMs are looking for a place in Gainsight to store “personal” notes about a customer. For example, things that they would want to always keep top of mind for themselves when working with a certain customer.
Timeline doesn’t work great for this since they have to filter by an update and remember the specific entry they want to get to. We could use the Comments field on the C360, but my fear is that once we start entering notes in there, some members of our leadership team (exec sponsors especially) might want us to standardize on what content we put in there, as well as agree to a cadence for keeping the information evergreen. I want the CSMs to be able to write their notes more free form and not be worried about making them perfectly presentable to others outside the team.
One other option would be creating a personal success plan for note tracking that a CSM would leave in Draft form so as not to show up in Cockpit.
Has anyone else dealt with this scenario and found a better way to make personal or private notes on a customer in Gainsight that would be visible only to the CSM team and not a wider audience? Some team members are using Excel for this today and I want to get them out of that habit.