We are wanting a way to easily track in Gainsight when a meeting is scheduled (future) with the client. This would include SBRs, normal syncs, or ad hoc meetings. Ideally this would link to our CSMs calendar and work similar to the Chrome Plugin where CSMs could just check to “add to GS Calendar” like you can check to “add to timeline”.
The intention is to give visibility to upcoming engagements with our customers and more easily track without causing additional work for the CSM that is manual. We do not want to create custom fields that require CSMs to keep track of on top the actually scheduling. We have found that method easily gets out of date and too cumbersome.
We are especially wanting to keep a better pulse on upcoming planned SBRs and then track on timeline when SBRs actually occurred.
Have you all implemented a workaround like this? Would be interested to know what it was and how it’s going.
I guess don’t understand why leaders would need to see the exact time and date for a future scheduled meeting for every customer account. Sounds kinda like they don’t trust their CSMs to be on top of things. Is tracking the conducted meetings MoM not enough to give them insight into how their CSMs are engaging?
that said, could you use a custom CTA type, setting due date as the date of the meeting and sync those to Google Calendar to show that a meeting is scheduled for that day and report on that specific CTA type/reason with future date and they can log a timeline entry within the CTA to capture minutes?
I am curious though why you’d have to trigger JO emails to provide info to the CSM rather than creating self-serve dashboard(s) and/or Success Snapshots they can pull necessary data and details for upcoming meetings. I’ve found that to be far more effective and less intrusive than emails.
Regardless - having a better connection with our CSM’s calendar to timeline is helpful in general. If there is a question of an account having something on the books, it becomes self-service to the other teams to get the information rather than bugging our CSM who already has a full plate. CSMs could then also have notes pre-set from their calendar to the Timeline, saving them time on templates. We can look at data that can help us understand if the timeline for the meeting needs to be moved.
If this solution doesn’t work for your team, that is totally fine. This would be helpful for the needs and asks of our team
I also think it’s important to consider the maturity of your CS org. We’re new to the CS motions, a relatively young CS team and department. We’re working on building good habits for our CSMs right now -- and those good habits mean having regular touchpoints with your book of business. This isn’t going to be a forever motion, but it’s necessary to build our foundation so we can be more strategic moving forward.
+1 for this request. Our Managers and others would like to have visibility to future meetings in GS along with other things they have visibility for.
Current Calendar integration is limited in visibility to the specific user itself.
This is to provide visibility to upcoming engagements with customers and what is being planned vs what is adhoc. Also, helps us manage time and personnel in various segments of customers.
If there is a way to allow CSMs to sync specific calendar events into timeline and automatically update them as they change or get rescheduled, that would be ideal scenario for us.
Have you considered creating a new activity to track scheduled meetings?
You don’t want to use the standard “Meeting” activity as it will skew reporting on meetings/touchpoints unless you’re reports are date filtered (less than ‘today’?).
Consider creating an activity type “Meeting Scheduled”, then you can report/track that activity. CSMs can use “Log to Timeline” from GS Assist to log the email to the timeline, then edit that entry to the new Activity Type “Scheduled Meeting”.
I wrote up a CTA-based way to achieve this: