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It would be great to have a way to create simple, dynamic lists of customers. So often our team is creating groups customers that might not have a common field in Gainsight or Salesforce. In these cases it would be great to be able to simply add them to a list - much in the same way that you might add songs to a playlist in many music programs

The following are some major enhancements in Gainsight Version 4.31 released August 20, 2015. With this release, you can now: Send Gainsight Surveys via CoPilot email
 Create Relationships to manage customer relationships at a more granular level
 Create Success Plans for individual customers, with objectives and tasks for a specific timeframe to drive the success of the customer
 Click here to read the complete release notes. You can also watch and share this 5-minute video introducing Success Plans! Intro to Success Plans from Gainsight on Vimeo.

For some odd reasons, when there are fields with the same display name. e.g. one number field, the other text field.  In report 2.0, under "show" or "by", there is "T" or "#" label to signal the field type.  However, not for filter, not in the selection for detailed data table inside of a chart. (also, not in rule engine.) . It's hard to tell part which field I'm selecting. Every time it's a try and error... Just an idea..

Several customers have expressed the need to be able to limit who has access to a view on the Customers tab that displays a list of ALL customers. They want CSMs to only see UI Views on the Customers tab that are filtered to only show their customers. And Executives/Management would have access to All Customers. 

Is there functionality to have a “media feed” as an element of customer health? For example, a tremendous impact to customer health would be if my customer were acquired, or filed BK. Or other newsworthy events. How is that captured?

Hi all, Right now Gainsight users must manually export survey results to have them sent in .csv form to the user's email. I would love to be able to schedule a regular, automated export of survey results. The destination could be email (as it works now) or ideally we could select a local folder location, Google drive, FTP or other destination. This would be extremely useful as a means to keep an extended group in our organization up to date on our customers' survey responses.  Thanks! 

We have a few scorecard metrics which we are automating through the business rules functionality. It would be very useful to automatically add comments to a score. For example: We have a metric group "Payments" to flag customers that have more than 3 invoices that over 90 days due. It would be great if in the comments area of the score we could explain why the score had changed. Ideally, we would use tokens to specify how many invoices are past due or what's the total amount owed.

Allow tokenization in the Score Comments field When using the Set Score rule, we would benefit by having the ability to include tokenized values in the Comments. In our use case, we are storing high priority ticket numbers/links in our MDA. When setting the Score for Support, we would like to also include the text of the high priority tickets. This puts the score, and the corresponding tickets for the score, adjacent to one other in the Scorecard.

Allow bulk change of CTA due date We run into this when planned releases or announcements shift at the last minute. For example, if we have planned a product release for August 15 which rides on CTA activity, and then at the last moment we shift the release to August 20. There is no way to update all of impacted CTAs in bulk, and all CTAs (and tasks, for that matter) must be individually and manually updated. The bulk update for other fields within a CTA is excellent. Having one for the due date, which reflects reality when it comes to releases or announcements, would be excellent.

From a CTA dashboard chart, you can click on a section of the chart and get a list of the associated CTA's; which is great. What is not so great it that there does not appear to be any way to click on the CTA and have it open. You can click on the account name and get the C360 view; but clicking on the CTA name does nothing.

I've used mass edit a couple times now and there a few common "report" or filter sets that we're using to mass edit. Since there's no way to save them, I have to re-build the mass-edit criteria every time. It'd be nice to be able to simply pull up a report, have all of that report's filters populate, and then take the mass edit action at the bottom. It'd save a good amount of time.

Gainsight can only set the "due date" for a CTA using business days. e.g. If the due date is "Rule Date + 30 days" it will add on 30 business days to the rule date, not 30 calendar days. This prevents me from creating CTAs where the true due date maps to an actual calendar date. For example, I thought an "easy win" to encourage adoption amongst our account managers would be to have a CTA fire 90 days before a renewal reminding them of the upcoming renewal, but this can't be done -- at least not with the proper "due date."

Our CSM team book's their QBR meetings in SFDC as Events. I then have created a rule which loads these QBRs as a Milestone as well as a CTA. When loading to Milestone, you can choose either "constant" (i.e. rule date +/- x days) or "show field" which allows me to select the SFDC event date field "due date". But when you create a CTA you can only choose "rule date + x days" - I would like to have the flexibility to choose either "rule date + x days" or "show field" where I can then select a SFDC event date.

Would like the ability to add hyperlinks to the Comments field on the C360 page.

We need to fire CTAs to a role loaded to the account team on the account.  Is this going to be possible in the near future?  Right now we can only fire CTAs to look up fields on the account.  

Most customers love the Scorecard Report on Gainsight Home (mass scorecard view), which shows all of their customers with color coded scores for each measure. One request I've heard, is ability to move the Overall Score + Measures to the left of the report itself (right now they default to show on the far right). Often customers want to add addt'l customer attributes to these reports (CSM, Renewal Date, Industry, etc). When those columns are added, the score measures move further and further to the right, and often ppl have to scroll to the right to bring them back into view. In addition, ability to control size of columns (right now they all autoset to the same size) would be ideal. Thx!

It would be so nice if I could change the date of a CTA or Task from the list view instead of having to click on the CTA or Task to get the side window to show up and then being able to change the date.....several extra clicks that add up when updating.   

We kicked off our Customer Success Weekly Webinar series with a session on CoPilot Best Practices this morning. If you missed it, you can watch the recording here.  Don't forget to read through the list of upcoming webinars and register here!

Add ability to filter by CTA priority on the 360 page

Would be great to compare multiple outreaches against each other in the Analytics > Outreach view - either on the same graph or next to each other.  Reason: Comparing outreaches against each other on the same screen

We have a business need to fire a specific type of CTA every other week. Currently, Gainsight's CTA schedule doesn't allow for this. We've configured a workaround by creating two identical CTAs to alternate: one firing the 1st Monday of a month and the second firing on the 3rd Monday. This becomes an issue when we have a month that has 5 weeks resulting in a two week gap until the next month cadence can begin. If we create another rule that fires on the Last Monday of a month that has 5 weeks, we result in two CTAs firing for the 5th week of the current month and the first week of the next month. My recommendation would be to provide a bit more flexibility with schedules so users can fire CTAs every other week.

When I build rules and reports I'd like to be able to select User attributes other than Name and Email and filter on those items in order to better manage teams within the Gainsight user base at my organization. The current system only allows us to add or exclude users in a field one at a time, and this can be problematic in some circumstances such as CTA assignee name where any user could be represented.

I've heard that customers want to have more information available in the CTA slide out box (this continues to keep them in cockpit and limits the need to jump from page to page). Link to SFDC Objects & Edit Fields has been huge. Customers also want to be able to see real time reports, such as Usage Reports that have been built for C360 consumption. Can we consider a way to allow those to be viewed from within CTA? 

The following are some major enhancements in Gainsight Version 4.29 released in July, 2015. Cockpit Updates[list] The Playbook now includes the option to skip weekends on task due dates. Earlier, by default, all weekends were skipped. Your existing Playbooks will not change.[/list]https://mail.google.com/mail/u/0/?ui=2&ik=0c840624dc&view=fimg&th=14e977d1e06ca926&attid=0.1&disp=emb&realattid=49db9efd-74a8-903d-3ccd-6c5c214deb4f&attbid=ANGjdJ-twWlul0y5Lih4rmjoBP1FWRg9hamlvBya8T47_3NXVXkI6zGLpY6JkyAFxq3TIpfKhUqwcZmzRrAImnP_i1rzrfgJjrSuzZ-kY-Gg0NmzHdgH_nzEE9dd9YA&sz=s0-l75-ft&ats=1437060640827&rm=14e977d1e06ca926&zw&atsh=0 Mobile App Updates[list] We have addressed some issues reported about the Mobile app. The updates include the ability to add tasks to a CTA and the ability to correctly view comments in the CTA, among others.[/list] CoPilot Updates[list] You can now resize the canvas width in the Template Builder. This is helpful

I have created a report and a new 360 section that basically uses Parent Account as the Account ref field. This is basically creating a section that lists all child accounts on the parent accounts 360 page. However, the View icon for these child accounts link to the actual SFDC customer record rather than the apex 360 layout. It would be great if it would actually link directly to the 360 for the child account.