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Customer Advocacy Points Tracking

  • August 8, 2023
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J
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Our Customer Advocacy teams would like to implement a points tracking system where customers can earn points by providing a reference or case study, but also redeem points for custom training or swag. Has any one implemented anything similar to this using Gainsight? 

I am thinking about creating a custom object for this where a record is created for each new points addition/subtraction. Then using reporting to get a sum of current points for each customer. I am just concerned that this might be too manual and trying to figure out what sort of automation can be added. 

Would appreciate any thoughts or advice. Thanks!

 

Best answer by matthew_lind

Interesting question @JillBriggs.

I know you *could* build this in Gainsight, because you can build most anything in Gainsight. However, just because you *can* doesn’t mean you *should*. You’re already rightfully thinking about the config, the manual work, the redemption, the collaboration, the ability to share with the customer, etc.

You might check out Influitive, a platform which does exactly this. I’ve got no affiliation with Influitive, other than I’ve been a customer at several companies which once used it. 

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matthew_lind
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  • matthew_lind
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  • August 9, 2023

Interesting question @JillBriggs.

I know you *could* build this in Gainsight, because you can build most anything in Gainsight. However, just because you *can* doesn’t mean you *should*. You’re already rightfully thinking about the config, the manual work, the redemption, the collaboration, the ability to share with the customer, etc.

You might check out Influitive, a platform which does exactly this. I’ve got no affiliation with Influitive, other than I’ve been a customer at several companies which once used it. 

Making people their best....currently disguised as a CS Ops Architect. How can I contribute to your success?
alizee
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  • JillBriggs
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  • August 11, 2023

Thank you, @matthew_lind. I appreciate your candor. This aligns with my original thoughts. I just wanted to see if anyone had any success with this in Gainsight, or not. 

matthew_lind
alizee
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  • alizee
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  • August 11, 2023

Hi @JillBriggs This used to be a requirement from CX team, which we evaluated, and we also found that Gainsight was not suitable for this, and it was never implemented. 

The most expensive part of building is the mistakes. That's true in construction. Not so much in CSOps. So ask questions, make mistakes and learn. All views expressed here are my own.
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