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justynharvey2021
Contributor ⭐️
July 2, 2021

Following/Unfollowing Company Records

  • July 2, 2021
  • 15 replies
  • 770 views

Hello,

 

I’m fairly new to Gainsight so this is most likely a newbie question, but I need some help with the “Following” functionality. I’ve noticed that whoever is assigned as the CSM to an account is automatically marked as “Following” that customer on their C360 page. This in turn provides notifications to the CSM, which I know can be adjusted in their notification setup. However, what I’m finding is that even when we switch an account from one CSM to another CSM, the original CSM is still marked as “Following” that customers. This causes issues since the original CSM no longer needs to receives notifications for that account. I know that it can be changed manually by going into that account and just clicking the button. Is there a way to have this change automatically or update it in bulk? I know I can generate a report to see who is following who. I also checked the Mass Edits functionality and didn’t find anything. In most instances this won’t be necessary, but occasionally would be helpful if a CSM leaves or get’s promoted. Any thoughts or suggestions?

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    pjstrifas
    Contributor ⭐️⭐️⭐️
    September 28, 2022

    While reporting on which company/relationship is followed by a user is useful, it would be better to automate this feature thus minimizing the need for reporting (or even eliminating it).

    In NXT Admin » General Settings » Notification Settings, I can set the fields which auto subscribe a user for company updates (like CSM). If that field changes, it should set the follow/unfollow option for that Company/Relationship accordingly.

    Sally is dependent on the follow/unfollow so anything manual around this feature is inefficient and will detract from using Sally. I’ve sent some time today looking to see if I could automate this with a rule!

    Net net - if a CSM (for example) is assigned to a company/relationship, that company/relationship is set as “followed”. If the assignment changes, the out-going CSM gets “unfollow” and the new CSM gets “following”.

    Thoughts?

      liam_nicholls
      liam_nicholls
      Helper ⭐️
      September 29, 2022

      @pjstrifas  Agree that reporting is useful, but won’t assist with bulk unfollowing. I’ve been checking with CSMs in my org, and have yet to find anyone who would want to follow a customer that was not theirs. However there’s always the possibility that there is someone who wants to follow a customer that they are not allocated to. 

      In the short term, I’d be happy with the ability to use Mass Edit type functionality to bulk unfollow customers based on some logic.

      Having the ability to report would get us halfway there. If we could report on the subscriptions (following) I’d probably use Data Designer to report on CSMs who are following customer accounts that they are no longer assigned to. I’ve done similar auditing to show CTAs that are not owned by the current allocated CSM.

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      pjstrifas
      Contributor ⭐️⭐️⭐️
      September 29, 2022

      @liam_nicholls There’s a few scenarios where a CSM (in my org) would follow a non-assigned customer (or Business Unit) so reporting is useful. It’s the next step, as you outlined, that’s missing IMO. There’s no way to manage the unfollow programmatically.

      Mass Edit is a great option - I was stuck on using a rule.

       

      E
      Elana Cipin
      Contributor ⭐️⭐️⭐️⭐️⭐️
      November 8, 2022

      Please upvote this idea: 

       

      bradley
      bradley
      Expert ⭐️
      October 21, 2025

      Any update on this? If used, it can be super useful for CSMs. But because it’s so manual, and a pain to correct if accounts get re-assigned often, no one wants to use it. If they used it but don’t update, then the notifications just become noise.

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