Ability to create success plan objectives and tasks via rules engine

At what point does Sales determine these business goals?  We are starting to have sales populate Success Plans to streamline the handoff process and provide a consistent view of goals from Sales to services.  This does mean we are bringing some prospects into Gainsight as "Inactive" customers.

Capturing these business goals before the doc is signed most often. Problem would be that sales would all need a basic license to do that. Also, Success plans are not visible to everyone in the org, only those with Gainsght access. So those that it really does not make sense to have a GS license would not be able to see them. 

Another use case for creating Success Plan Objectives via the Rules Engine:

If an organization changes a Success Plan template, let's say to add another Objective, there is currently no way to update existing Success Plans aside from manually. When a user has a lot of active Success Plans, and many users are using Success Plans, this adds up.

I'd like to resurrect this thread related to having the ability to add an objective to an existing success plan.

The use case would be for using Success Plans to track the customer journey/lifecycle. Each stage of the customer lifecycle would be a distinct success plan objective with a list of associated tasks (playbook).

The requirement would be to allow for flexibility in timing as the customer moves from each stage of the lifecycle. If all of the phases of the lifecycle (objectives in the success plan) were added at the very beginning, there would not be flexibility in the cascading of due dates. For example, if Phase 1 normally takes 30 days but in an exception case it takes 90 days, we'd like Phase 2 to start on day 91, not day 31.

By only loading in the current lifecycle phase that the customer is on into the Success Plan, focus can remain on the current phase. And when the customer exits that phase, the rule would load the next phase into the success plan.

Happy to explain this further to clarify the use case. 

Also interested to see if anyone else would be interested in this approach.

We utilize CTAs for that specific use case. The rules generate based off the customer journey.

Agreed. That's definitely a possible approach. One advantage of doing it all within a single success plan though is related to visibility and grouping of all of the CTAs related to the lifecycle in a single view. 

It also makes it easy to run a Success Snapshot export and show a complete roll up report on the entire lifecycle journey!
https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/User_Guides/11_Exportin...

I have a customer with a strong use case for automatically creating Success Plans via Rules Engine: large Account Mgmt Team that has to manage 3-4 "Account Plans" per year per high-touch customer.  There are different drivers, including a year-long renewal plan, expansion plan, etc.  Would save many clicks and labor at scale to be able to trigger based on date and certain other milestones with specific Success Plan templates.  This is the highest value use case today for this customer's AM team that is currently managing via MS Word.  Roadmap item?

Hi Ruben,

Ability to create success plans via rules engine and apply template to it is already available but we cannot create individual objectives (outside of a success plan) from rules engine.

Thanks,
Nitisha

Wanted to add my 2 cents here. I have a survey going out to new customers asking them to give us an overview of their use case (i.e. telling us what features are most important to them). I want to build a success plan for them based on that feedback, making sure they're getting use out of each of these features by the time the implementation is over. Creating a master success plan with dynamic objectives based on survey response would be a great way to do this. Without it I'm left with much messier options of how to accomplish this. I'm either jamming a square peg into a round hole via the rules engine (creating a success plan or CTA for every feature, of which there could be upwards of 30) or asking my CSMs for a bunch of manual effort to put the objectives in for every customer (not scalable).

That is a great idea. We decided to swim upstream and capture it in the sales cycle since that is what they are supposed to find out anyway 🙂.