Does anyone have Gainsight configured for key interactions with “inactive” customers to pull through to their metrics? We use key interactions (meetings or scheduled calls) as a KPI and would like to include inactive customers in our reporting. For example if a CSM attends a pre-sales meeting with a customer they will be looking after, we want this to show on our metrics as a key interaction as it would with an active customer.
Thanks in advance!
Best answer by rakesh
If you are using Gainsight Timeline as a single source to capture the customer interactions, you can achieve this via Data Designer.
Get relevant fields from Timeline (filter for key interactions in a time period as neede)and Company. Merge them retaining all records from the Company side and filter for nulls in the timeline. This gives us a list of companies with no timeline entries.
+2If you are using Gainsight Timeline as a single source to capture the customer interactions, you can achieve this via Data Designer.
Get relevant fields from Timeline (filter for key interactions in a time period as neede)and Company. Merge them retaining all records from the Company side and filter for nulls in the timeline. This gives us a list of companies with no timeline entries.
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