CSQL usage and feedback

We are also in the same boat with everyone who commented on the lead issue.

@rishi  can you please elaborate a bit more ?

We have been going back and forth on turning on the CSQL feature but figuring out how we want to operate them with our Salesforce integration is the struggle. 

• Do you use CSQL or wants to use it ? We previously created a way to track upsell opportunities using reports and how we created the opportunity in SFDC. Current method os for the CS team member to create the opp manually (filling out a ton of required fields), figuring out who they should pass it off to, connecting the customer to that sales rep, and then it goes dark. This is where the visibility of tracking is important.  Once the feature was released we quickly realized it wasn’t for us (go to next section). 

• What are the usual issues faced by you while using CSQLs? Creating Leads instead of Opportunities. Our Sales Development team lives with Leads not our Account Executives. These “CSQLs” are already contacts and we don’t want our Sales Dev reaching out. We understand the syncing capabilities on/off and the option to create a program to create an opportunity in SFDC but then it is no longer out of the box. Also, which sales rep will get assigned? These are struggles we are figuring out internally since we have some accounts that are round robin sales rep assignments. Our sales team does not use Gainsight at all so I think this tool was mostly built around that. 
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• How can we make it more valuable for you ? Our CS Leadership needs a way to show upsell opportunities and tracking of stages (closed won vs lost). We can do that through reporting and Dashboards but making it the easiest transition from CSM to Sales is the key component. In the eyes of our CS leadership team, they want the CSM to be able to click a button in a Company C360 that creates a CSQL and it gets to sales immediately. 

Happy to schedule a call to walk through our issues. It is a priority Q1 2023 project for a CS team. 

@nnicholson happy to set up a call.
Please share slots on rjindal@gainsight.com

​@Ritika Jindal, here is the request we get from our CS & Leadership most of the times.

To apply a template for CSQLs that captures structured details, ensures consistency, and improves usability for the sales team to follow up. Like selecting templates during Timeline Activity logging, our CS team seeks template access for CSQLs. Currently, the process is manual: CSMs paste saved templates from notepad and fill in details when logging CSQLs.

Hi ​@Sashank Goparaju 

Thanks for taking the time to share this idea. 
After an internal review, we’ve decided not to move forward as it doesn’t align with our current product direction. We appreciate the feedback!