CTA templates

@perry_rogers its been a long time we didn’t hear from you on this post, could you please add more examples to help us better. 

@sai_ram this would be huge for our org. I’m happy to give some examples:

General Use Case
We are a new org with Gainsight and are slowly implementing. As a best practice, we started out slow in automating CTAs as to not overwhelm CSMs. Our CSMs love the CTAs and heavily leverage this feature manually to manage customer follow ups, meeting call cadences, and general reminders that they need for managing their book of business.

Until we are able to fully deploy a variety of automated CTAs during the customer lifecycle, we want CSMs to continue adopting Gainsight by leveraging manual CTA creation. However, manual CTA creation is very cumbersome, tedious, and unstructured, causing issues downstream with reporting.

CTA templates will help alleviate this. It will help us with the following:

1. Introduce standardization to a team who is just starting to get comfortable with account management best practices
2. Offer flexibility to CSMs while providing structure where it is needed
3. Shed light on opportunities for possible automated CTAs for admins by assessing frequency and timing at which certain manual CTAs are deployed
4. Drive adoption of Gainsight by getting CSMs comfortable with using and managing CTAs, while ensuring structure on the backend so we can report easily
5. Streamline manual CTA creation for CSMs (increase efficiency)

Use Case, Manager Email Escalation Needed:
Our lower tier customers who are less responsive sometimes need an extra push from a manager to get the needle moving on their renewal contract. CSMs create a CTA with a playbook called “Manager Escalation” that gets assigned to the manager to take the next steps for supporting that renewal. Our CSMs know best at when to fire off this CTA depending on various subjective sentiments in the customer journey, so we would like to retain the ability for a CSM to create this themselves. However, when manually creating a CTA, there is no standardization -- CSM has to type the CTA name each time, the assignee each time, priority level, type...etc. 

This is something my team have also asked for! Would be a very helpful feature.

Text Prediction functionality would be a great compliment to this CTA Templates feature request.

As a CSM, when I create a new CTA and I begin to type in its name, I would like GS to have recommended options pop-up, like top used template, recently used by me, favorited templates.

Both CTA Templates and text prediction for the templates would allow me to do my work much more efficiently within cockpit.

Yes, we need this too!