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mradford
mradford
Contributor ⭐️⭐️⭐️
October 14, 2024
Solved

How to Notify CSMs of email outreaches without filling their inbox?

  • October 14, 2024
  • 14 replies
  • 342 views

Hi,

Im hoping someone might have found a creative way to solve this or there’s a feature I might be missing. 

I would like to notify our CSMs when an outreach goes out to their customers.  Options I’m aware of:

  • Log to timeline. But that does require the CSM to keep checking the timeline. 
  • Copy the CSM on the email in the JO. But if they have 30 customers and 10 contacts each, they will get 300 copied emails I believe. 

Any other options or creative ideas that some has tried? 

Thanks. 

 

Best answer by alizee

I think the trick sits outside of Gainsight, it’s enablement and communication with your team through your usual channels. It’s not realistic for emails to go out for every email sent, nor are CTAs realistic.

They need to be given enablement material on the program so they understand how it works, perhaps have a monthly reminder of key outreach dates (without going through the detail on when reminder X goes out or when exactly the follow-up might be triggered). And logging to timeline is their other go-to destination to check, in practice, what and when it went out and if it was consumed. 

14 replies

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jason_metzler
jason_metzler
Helper ⭐️⭐️
November 19, 2024


I feel that as admins, it’s our job not to simply give the CSM team exactly what they ask for, but to guide them on the most efficient ways to leverage the platform to make the most of their already limited cycles.
CSMs should be encouraged to make active daily use of dashboards to stay abreast of activities going on with their customers that don’t require their immediate attention.  This saves proactive notifications for those things that DO require attention/action. 

This times a million. They say they want to be notified about everything, but they shouldn’t be. I’ve been working a lot on bringing details about the going-ons in an account into the timeline. While I don’t expect them to be reading timeline, in the near future that will become rich data for the AI machine to consume and feed back to the SM when they need it.

    darkknight
    darkknight
    Expert ⭐️
    November 20, 2024

    ​@mradford I was suggesting create a dashboard so they don’t have to go into each company/relationship. A well-crafted dashboard with filtered and filterable options can go a long ways in making data available, easily accessible and without distraction. Plus it’s far easier to build and maintain than programs. But you do you! 😁

    Jeff Kirkpatrick
      mradford
      mradfordAuthor
      Contributor ⭐️⭐️⭐️
      November 20, 2024

      Hi ​@darkknight I am not an admin, so unfortunately cannot create dashboards but I can certainly suggest it! Thanks

      dayn.johnson
      dayn.johnson
      VIP ⭐️⭐️⭐️⭐️⭐️
      November 20, 2024

      ​A well-crafted dashboard with filtered and filterable options can go a long ways in making data available, easily accessible and without distraction. Plus it’s… easier to build and maintain.

       

      This, 100 percent! Having a short report at the top that would show the latest outreaches, with filters at the top to dig into individual accounts or individual users, with more detailed drilldown reports below showing engagement and other metrics, would be a great way for CSMs to keep eyes on what went out and easily self-serve more information if needed.

      And if I had to guess, those reports may already exist somewhere, and could either be added to a new dashboard or cloned and modified to be used there. 😀

      Staff CS Content & Comms Manager, 2x Gainsight CS Ops Product Council Member
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