Hey Katie

Are you using the ‘Gainsight360’ feature in Gainsight? https://{YOURORG}.gainsightcloud.com/v1/ui/gainsight360

Its not perfect, but it can give you some information on usage within Gainsight for Page Events (how many times someone visits a unique URL) and feature usage (clicks on each button types). These reports can be drilled into and downloaded. The filters can also be changed, just like if you were on your own C360.

Past that, I don’t think there is anything out of the box that will help. My org was able to get a specific export from Gainsight that shows usage of our users, but it isn’t any better. The problem is how Gainsight measures usage (Gainsight PX product mapping) and then how that data is pushed into Gainsight as recorded usage (total Visits vs true unique visits).

So to answer your question, how do we measure ROI? First, it isn’t instant. If you are looking for daily changes, then you aren’t going to get easy answers. However, if you shift to weekly, or monthly changes, then it gets easier. My suggestion is to build ‘POINTS OVER TIME’ reporting; maybe called ‘Snapshot’ or ‘Trending’ or ‘Historical’. 

Example: you have built a new CTA for EBRs and want to see if people are adopting. Build a field on company that says ‘EBR CTA Status’. Then build a rule that pulls in all your customers and decides if they have used the CTA. If not, they get a status of ‘did not use’.  Place that status into the field. Next, snapshot that field on a weekly or monthly basis into a different ‘Snapshot’ object. Build your reporting on that snapshot object.

You can now show how many of your team is adopting that process. Build a dashboard of similar reports and you have a place leadership can have discussions in Gainsight, around processes being managed in Gainsight. The adoption and ROL take care of themselves.

Thanks ​@christopher_sanderson The data we’re using is from the Gainsigh360...it’s just not easily manipulated in the way we’d like to see it. Ultimately, my ask is for an improved Gainsight360 experience for our admins to be able to track and see the impact we’re making.

​@katie_b I would agree on your assessment on the Gainsight 360 and overall analytics available to understand how users are adopting Gainsight. It is quite difficult for us to understand and filter easily to the data we are trying to see. We have also had challenges in easily filtering down to see what types of users are doing certain activities and filtering out users like our Sales AEs or Admins.