The goal of a Customer Success tool such as Gainsight is to bring a holistic view of the customer and overall engagement together. Unless I've missed something, right now I see a disconnect in having multiple resources working on an account using Relationships.
There needs to be a way to unify Success Plans, allowing you to create a Relationship-level CTA as part of the Customer-level Success Plan. This would allow a CSM working at the Customer level to assign CTAs as part of a Success Plan to resources that own a particular relationship but still have it live as part of an overall account plan.
Success Plans: Create ability to link Customer and Relationship level Success Plans
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Would showing relationship success plans in C360 suffice or do you need the capability to add CTAs for different relationships in the same success plan.
Let me know if I understand you correctly, a TAM manages a relationship and each relationship has its own success plan (with its objectives). The CSM works at the account level & creates a Success Plan at the account level - and at the success plan at the account level, the CSM assigns some objectives to the TAM.
Hence for the TAM to get a complete overview of all their objectives they need to visit the C360-Success Plan & R360 Success plan. Is that the main pain point?
Would being able to see all their objectives in C360-Cockpit (whether they are at account or relationship level) help the TAM's?
I've since left that company where I had that use case (however I may encounter a similar use case again here) but I have a new use case where we are managing multiple product category relationships. It would be good to be able to manage the overall customer success plan at the Customer-level but associate certain Objectives with specific Relationships so we can gauge the activity across product sets. Would be a huge pain for CSMs to have to create a separate success plan for each product.
Thanks for sharing this. Would having a report that shows all the success plans for that account & releationships in the 360 work for you?
We also have the need to link a CTA (created outside of a success plan objective) to a specific success plan. Example: I’d like to create a risk CTA that's specific to a specific success plan on a high touch account but not the account at large.
This is still a gap from my perspective.
@andutta may you please check with the product team on whether or not this is on the roadmap?
We are evaluating the consequences & the need for having relationship-level-CTAs inside a company-level-success plan. I understand the use case though.