We utilize the Associated Persons feature in Cockpit and see a lot of value in associating the relevant customer contact(s) to a CTA. However, one key limitation is that Associated Persons cannot be displayed as a column in Admin Defined Views.
Today, a CSM must open each CTA to see who the CTA is associated with. For organizations that create person-centric CTAs (such as onboarding contacts, low usage users, champions, or executive sponsors), this adds unnecessary clicks and makes it more difficult to prioritize work.
It would be extremely valuable if Gainsight allowed Associated Persons to be selected as a column in Cockpit Admin Defined Views.
Potential benefits:
- Allow CSMs to immediately identify which customer contact a CTA relates to.
- Improve efficiency by reducing the need to open CTAs just to identify the associated person.
- Increase adoption of the Associated Persons feature by making the information visible where CSMs spend most of their time.
- Better support person-centric workflows such as onboarding, adoption, renewals, and dormant user outreach.
Possible enhancements:
- Display the primary associated person by default.
- If multiple people are associated, display the first person's name followed by "+X more" (for example, John Smith +2).
- Allow filtering and sorting by Associated Person within Cockpit views.
As Gainsight continues to expand person-centric capabilities, surfacing Associated Persons directly in Cockpit would make the feature significantly more useful for day-to-day CSM workflows.