The business needs to be able to identify specific personas at a customer account (for example, Executive Finance Contact)
- This is used for sending personalized comms to these personas
- Salesforce Out of the Box uses the CONTACT ROLES object to map this information (this is a junction object between the Contact and the Account objects)
- LIMITATION: Gainsight cannot read data from the CONTACT ROLES object
- WORKAROUND: We have been advised to create checkbox fields for each persona we map to directly on the Contact object (for example, Executive Finance Contact)
- ISSUE: we currently have 7+ personas to track, and for each one we've had to create a checkbox field on the Contact object and ask end users (AEs & CSMs) to keep track of
- IMPACTS:
- For each persona we add for tracking purposes - we have to create another checkbox on the Contact object, instead of adding a value to the CONTACT ROLE object
- Our other integrations which DO leverage Contact Roles out of the box do not have the necessary data since this is being managed directly on the Contact through the checkboxes, meaning we cannot use them to their full potential
- If not resolved in Gainsight and we migrate to Contact Roles - it would mean our users will need to manage this data in 2 places, causing data discrepancies
This has a big impact across multiple fronts (incl NPS) and the workaround solution is not scalable. This is also key to enabling our overall CX / C360 vision with the right supporting MDM for Contact.
