Given the volume and nature of our CTA's, our CSM's prefer to group them by "Reason Code" in Cockpit so they can quickly focus on CTA's by their type. We use Reason Codes essentially with the same name as the CTA so it's easy to see which CTA it is with this grouping.
Now that we are branching out into Success Plans, I noticed that, since we cannot assign reason codes to Success Plans, they show up under their own section called "NA" in the Cockpit. This is messy both from a reporting perspective and confusing for our CSM's when they are trying to determine how to best plan their outreach.
New Idea
Assign Reason Codes to Success Plans for filtering/reporting on dashboards and in Cockpit
+2Hi Theresa, can you expand a bit on the volume and nature of your CTAs? How many open CTAs does your average CSM have in their cockpit at any given time?
Also, have you considered using Custom Views to help organize the workload and view of CTAs in the screen at a given time? https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/User_Guides/04_Create_C...
Also, have you considered using Custom Views to help organize the workload and view of CTAs in the screen at a given time? https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/User_Guides/04_Create_C...
Hi Dan!
At this moment, our CSM's have anywhere between 20-100 open CTAs (depending on their segment). We have a blend of lifecycle, risk, and opportunity CTA's - some of the lifecycle I envision moving to Success Plans in the future.
We have ~14 different types of CTAs which our reps group by Reason Code in the cockpit. Our reason codes are almost 1:1 with the CTA name. For example, if there is a Renewal CTA, the reason code is "Renewal", usage risk CTA has "Usage Risk", Low NPS CTA has "Low NPS", etc.
Some of them do use the custom views to limit what appears on the page, but most are grouping by reason code, due date, or customer.
At this moment, our CSM's have anywhere between 20-100 open CTAs (depending on their segment). We have a blend of lifecycle, risk, and opportunity CTA's - some of the lifecycle I envision moving to Success Plans in the future.
We have ~14 different types of CTAs which our reps group by Reason Code in the cockpit. Our reason codes are almost 1:1 with the CTA name. For example, if there is a Renewal CTA, the reason code is "Renewal", usage risk CTA has "Usage Risk", Low NPS CTA has "Low NPS", etc.
Some of them do use the custom views to limit what appears on the page, but most are grouping by reason code, due date, or customer.
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