Does anyone have a target for how many Timeline entries should come from the Outlook plugin versus being created directly in Gainsight? Year to date, 66% of CSM entries have come from the Outlook plugin which seems high given our CSMs are only logging in on average 13 times a month.
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Hey
Unfortunately, there isn’t a specific benchmark for what “good” looks like, as this largely depends on how your CS leadership defines “activity tracking.”
In my view, syncing such a large number of emails may make it harder for the CSM team to identify truly meaningful engagement versus general email traffic.
Thanks for the insights
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