I’m a Customer Success Manager at an EdTech SAAS company, and I work to support ~35 customers through utilizing the instructional delivery products they have with us. I’m trying to use Gainsight (with Salesforce) as my sole CS organization and tracking tool. However, I’m running into some repeated task types that make that difficult, and push me back into using spreadsheets.
I would love to use CTAs to track repeated tasks across many customers where I could manually create the CTA and have it duplicated for each customer. Specifically, I'd love the ability to add multiple companies in the CTA create window, which would create the same CTA for each company selected. I'd also like a "Duplicate CTA" option in existing CTAs, that creates a new CTA that's exactly the same as the one being duplicated but allows me to update the company.
An example use case for this is a new relevant law in a state, where I now need to touch base with my contacts at the 20 companies I support in that state. Creating 20 manual CTAs is tedious, especially where the details and tasks are the same for each company. There are many examples of these kinds of tasks that are repeated across companies but aren’t bulk tasks (like sending a single bulk email), and I need a CTA for each company.
I was just asked if we could do this by my CSM team. It would be helpful in the case of CSMs with a large portfolio that have to create CTAs and attach playbooks manually from internal conversations, excel files, etc. Creating rules only works when there is a defined logic around the timing and purpose.
Ben makes a good point- I think this is even more desired/needed for CSMs that are high volume!