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emilydavis
Contributor ⭐️⭐️⭐️
Dec 18, 2019 3:26 PM UTC
Solved

Inactive customers in key interactions

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!

rakesh
rakeshAnswer
Lets put your data to work!
Jan 21, 2020 5:49 AM UTC

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. 

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1 reply

rakesh
Gainsight Employee ⭐️
rakeshAnswer
Lets put your data to work!
Jan 21, 2020 5:49 AM UTC

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. 

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