Hello! Wondering if anyone can advise me here. I’d like to track and correlate activities in Gainsight to the contract active at that time on the account. Basically how does our CS work (realizing/verifying outcomes, doing QBRs, completing projects, etc) drive the result of the contract? Upsell, downsell, churn, etc.
My initial idea was to add an “active contract” field to the company object (done), and then hopefully find a way to copy that value (not reference to it as it is dynamic) to the record in question. My GS experience isn’t extensive, so I am still trying to understand the Object schema and how they relate to each other, so couple of questions:
- Am I looking at this the right way from a logic perspective? Is there a built-in feature that would allow us to do this already? Like Journey orchestrator, or milestones?
- If not, would it be best to pull that to a CTA? I do care about calls, emails, etc. but primarily, I care about high value work (or lack thereof) and how that impacts the contract at the time.
- I guess the same concept can be applied towards health scores, surveys, etc. So maybe I am looking at it the wrong way?
- Is there another solution that I haven’t even brought up yet or has anyone used a similar approach to this problem?