We want to fire CTAs for when sales activity in an account is stagnant and engage the CSM to perform an EBR. The idea is that in most cases EBRs result in saving an account or resulting in upsell/cross-sell so we want to be just in time in these accounts..
In order to do this, I want to run CTAs on a rolling annual basis daily but if I do that, then some stagnant accounts that we know we've maxed out will continue to have CTAs fired daily.
The only workarounds I can think of are to run this rule manually on a monthly/quarterly basis or instruct reps to have a perpetual open CTA that's always in the future. Both are terrible but just trying to think of how to activate CSMs for something like this. In an ideal world, we could instruct Gainsight to not fire CTAs in cases where it's been fired in the past X days.
Any tips?
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Definitely agree with this request!
So, we've created a field on the Customer Info that we populate once a CTA like that has been completed, and then, we write another rule to tell it not to fire another one within x days of that date.
This is fantastic! Forgive me for the additional detail needed....i'm having a hard time determining the order of this. Could you theoretically have one rule that has two actions? One to create the CTA and then another to do the field mapping? Then add a filter that says to only fire this CTA if the filter is older than X days?
If it's easier, maybe you could share some screenshots and send them to bbeall@cvent.com.
If it's easier, maybe you could share some screenshots and send them to bbeall@cvent.com.
Sent you an email. 🙂
I did something similar, except my IT does not let me have access to the Customer Info object so i had to use the MDA.
I have 1 rule that looks for a specific CTA (by subject name) being created and then captures the "Created Date" and loads that into the MDA. I have a 2nd rule that will not create the CTA if it has a "Created Date" within the last 45 days.
I have 1 rule that looks for a specific CTA (by subject name) being created and then captures the "Created Date" and loads that into the MDA. I have a 2nd rule that will not create the CTA if it has a "Created Date" within the last 45 days.
I believe we are providing this option in our Feb release. You should be able to qualify your CTA actions with a 'Create CTA once in __ days' setting. We'll surely let you know if it doesn't make the cut for some reason.
This feature is part of our 5.5 release. Please try it out and let us know the feedback
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