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andreammelde
andreammelde
Helper ⭐️⭐️
June 17, 2022
Open

Allow for more than just "milestones" on the Customer Journey widget, instead use boolean field on other types that a CSM manually flag

Related products:CS C360 & R360 & P360
  • June 17, 2022
  • 18 replies
  • 222 views

It would be great if we could allow for more than just the Milestones timeline type to the widget. It’s a really cool and powerful widget that is a little to gated

 

Reason for this is our team is already set in a process to record SBRs to a timeline type specifically for those. Since the widget is only limited to Milestones, they will not show without us having to change our process which frankly is not worth it.

 

Ideally, I would like to see a field that is simple boolean that a CSM can check in addition to the configuration we would set as the admin. This would also help in a general sense for account transitions bc then a new CSM could focus on the timeline entries flagged as most important by prior CSMs

    18 replies

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    anirbandutta
    anirbandutta
    Expert ⭐️
    January 9, 2023
    Updated idea statusNo Status→Acknowledged
    It's an opportunity for engagement
    anirbandutta
    anirbandutta
    Expert ⭐️
    January 9, 2023
    Updated idea statusNo Status→Acknowledged
    It's an opportunity for engagement
      bradley
      bradley
      Expert ⭐️
      January 12, 2023

      I think that makes sense, especially since since 360 is officially out of Beta we can continue ideating outside this group. I will take this idea outside.

      And yes we need new words :) 

      Would this be something you’d consider for all betas? I’m sure there’s a bit of nuance in doing it well, but it seems that once a product is either to Open Beta or GA stage that other folks would benefit from previous discussions etc.

        bradybluhm
        bradybluhm
        Gainsight Employee ⭐️⭐️
        August 8, 2023

        @Bhawya I’m finding most of my customers have disabled the Customer Journey widget in the C360 because it is gated to only allow milestones to log. They already have processes and workflows defined with their teams using other Timeline types or use Milestones in a different way that doesn’t correlate well to including in the Customer Journey widget.  

         

        Its a really nice feature that could add a lot of value, but currently is too difficult to setup properly and requires a major overhaul forcing customers to use “Milestone” so it is being underutilized. Any potential to get this on the roadmap to make this wonderful widget more useful and used?

        AI on my mind!
          karibarthel
          Contributor ⭐️
          August 14, 2023

          We would like to choose any specific type of data driven event (i.e adoption metric hit) or timeline entry type (i.e Business Review completed, VO documented, etc) to be populated on the journey. I do not want to be forced to make all of these events ‘milestone’ timeline entry types and clutter the timeline with these duplicative activities just so that I can see it on the visual 

            ewinglel
            ewinglel
            Helper ⭐️
            September 29, 2023

            We would like to be able to flag Trainings, Meetings, etc…. from the Timeline as Milestones. This goes along with the ability to have the CSM flag what they deem as a milestone for the customer. This would allow us to define what we deem a Milestone in a Customers Journey and have the CSM be able to directly call out Milestones for the entire Account Team to see via the Customer Journey Widget.

            -Leland
              mbond
              mbond
              Contributor ⭐️⭐️⭐️
              November 28, 2023

              Great idea! Would love to have it as well! 

              spencer_engel
              spencer_engel
              Expert ⭐️
              January 23, 2024

              We would like to choose any specific type of data driven event (i.e adoption metric hit) or timeline entry type (i.e Business Review completed, VO documented, etc) to be populated on the journey. I do not want to be forced to make all of these events ‘milestone’ timeline entry types and clutter the timeline with these duplicative activities just so that I can see it on the visual 

              This is pretty much where we’re getting stuck right now too. For example all of our important touchpoints (EBRs, in-person customer meetings, etc.) are logged as “meetings” in Timeline, so we’d essentially have to duplicate them as milestones in order for them to show up in the Customer Journey Widget.

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