What about Timeline/Comments?

Seconding Bradley here.  This was the first major gap I noticed with this feature. This is something that would certainly prevent our group from adopting this feature heavily.

There are scenarios where  CSMs are creating a timeline entry without it being necessarily from a CTA or Success Plan, they’re creating it from the C360>Timeline.  These wouldn’t be visible from goals and would need to be search for/tracked down. 

Agreed - it doesn’t make sense to not have the ability to make comments, ideally though it would be a timeline entry just as you do with CTAs and Success Plans

Though not part of the MVP, Timeline integration is in the roadmap.

Any idea on where on the roadmap that is? Estimated um….timeline? :p

Timeline integration is one of our top priorities after automation features such as APIs and rules action

We could also see this being useful.  Ideally, we’d want to be able to track metrics associated with the Goal and progress towards the metric goal with time stamps to be able to report on more appropriate.  Would be nice to have all these things tied together in one neat package instead of having to custom work to mesh them all together.

Similarly, every quarter, we as a CSM org fill out a look back/look forward reflection QBR. The current process is not efficient because it's a lot of copying and pasting into a separate doc from multiple places/sources.

It got me thinking... how great would it be to be able to stay in Gainsight and avoid creating a monthly deck?

2 ways I thought this could be possible:

- Build this out in the CTA section. Make a specific CTA for each Quarter/QBR that would be BoB focuses instead of individual customer focused. Within this CTA we could reflect on the previous quarter (customizing with the metrics we are measured on GRR, ARR, retention %, etc.) as well as set goals and focuses (CTAs!) for the quarter ahead.

or

- Create a timeline/note section for the entire book. again, not individual customer-focused, but CSM/BoB focused. Users can then create a QBR template to apply to the timeline and reference back to throughout the quarter. We can customize the template with the metrics our directors/leaders/exec team wants to see and then they can reference right within Gainsight!

If this is a separate feature/product request happy to make a separate post, but I saw a lot of overlap in the existing request.

Based on this being completed by now, any more specific timeline on this yet? 

Let me look up the new PM for this feature. Anil is not with Gainsight any more.

I also like my timeline entries to be directed to the CTA or Success Plan Objective.  GS Assist only adds it to the General Timeline Entry. I have avoided using for this reason.  I am trying to use it more now for emails not tied to a CTA or Success Plan.  

It would be nice when it pulls the account up it also asks me what CTAs or objective I would like to send the email.  This would be a huge time saver for me.  Also the way GS Assist brings the email in is more presentable than with copy and paste. 

This came up again for us today, and we don’t have a good way to tie the Goals into activities being logged in Timeline.  For example, our TAM org doesn’t use CTAs/Success Plans, and only uses Timeline activities, so when a CSM wants to prepare an EBR for a customer to show tasks towards their goal completed by the TAM, they are struggling to compile all that of information in a consumable format.  

Any update on when we might see a Timeline integration?

@bradybluhm FYI

I have had this come up on a few customer calls in the last couple of weeks, @monica   Current best practice in GonG (Gainsight on Gainsight) is to log Verified Outcomes as Timeline Entries.  With Customer Goals, these need both Association and easy visibility / collection of VOs that are a result of the focus on the Goal.