Success Plans to manage internal projects

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  • Updated 5 months ago
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I am looking at managing internal projects using Success Plans and am wondering if anyone else has done this.  One of the challenges I see is that we have many departments that could jump on board to use this as an internal tool which would cause the list of projects to grow where it may be hard to navigate to the projects of choice.  With customers it is easy because we only have 1-3 Success Plans.  With many different departments using Success Plans internally it would lend to have possibly dozens of Success Plans in a list at any given time.  Any thoughts on how to limit views, project naming conventions, or maybe even setting up each department as their own "Account" in SalesForce?  Thanks for any thoughts on this.
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Patrick Precord

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Posted 5 months ago

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Sagan Sherlin, Champion

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We're also looking at a way to Manage Internal Projects.  We've come up with a similar idea.  Though it's not Department based - we do have 'personal' accounts in Gainsight that people can Chatter us through or create CTA's for us to review.  We get a little stalled when actually needing to report and share it out externally though.  Since the main way to send out excel table reports - is through Dashboard.  It often doesn't capture all the information.

Looking forward to see the communities comments! :)
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Elaine Cleary, Employee

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Hi Patrick, Could you set up each internal department at your company as it's own Relationship under your company's name in Gainsight (using a Relationship type that you create just for internal departments)?  Then the dept owners could create the Success Plans they own under their Relationship area which would provide some organization of plans by default yet still allow for cross dept visibility/action?  In this scenario you'd either need to know which dept owns a plan to navigate to the proper Relationship to find it OR you could create a Report/Dashboard that succinctly lists them all so you don't lose track of your plans. 

If you don't have the Relationships feature, you may want to connect with your Gainsight CSM.  There's also some great content on the topic at --> search for Relationships.
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Patrick Precord

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Thanks so much for the reply Elaine.  I will run this by our Gainsight Admin and CCO to get their take. This sounds like a very viable option as we are bringing more and more departments on to the Gainsight platform.  Much appreciated.
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Dan Ahrens, Official Rep

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Big +1 to Elaine's suggestion. Even if you don't use Relationships for your standard customer management, using them for your "internal customer" would allow the segregation and reporting that you are looking for.