My use case:
I have my customer health scorecard, which is keeping track of things like CSM sentiment, NPS score, Support tickets, etc.
I also want to have a scorecard to breakdown our customer's usage into each of it's features. We have different features that customer will pay differently for, and we want to make sure that customers are using the features they're paying for. The features fall into three categories, Core, Premium and Pro. I want to have an rolled-up score for each of those categories as well as an overall score for all the features.
Currently, I need to have both of these scorecards merged together on one scorecard. This causes problems for a few reasons:
- The scorecard is very large and hard to read. Even with each of the three Features tiers grouped together, I can't put those groups into a "features" group on their own because scorecards doesn't support nested groups
- Using the groups, I can roll up each tier into a tier score (A core score, a premium score, etc.) but I cannot roll them all into an Overall score. I worked around this by creating a bionic rule to calculate the Overall score myself, but all I can do is average the three tiers together. All the measures have specific weights assigned to them, and when I just average out the scores, it doesn't rollup to be a true reflection of churn risk.
These ideas would greatly improve my experience with Gainsight as a whole, and would make mine, and our CSMs lives much easier in the future.