C360: Create an account profile section of the C360 where CSMs can capture notes, relevant information about customer

I like this idea a lot. My users are always asking for a evernote-esque functionality to meet the needs of having an easy R/W notes on an account. The rest of the list I think you could solve for in other ways but +1 for "General Notes" 🙂

We are currently looking into how we can support better note taking in general, including the use cases you have mentioned here. We plan to make progress here in the next quarter

It is possible to edit fields directly from Customer 360, so some of this should be achievable by adding a bunch of editable custom fields (at the Customer or Account level) to the Attributes section. 

We are planning to make a lot of improvements to our note taking capabilities, so the experience and connectivity will get better.

Thanks,
Manu

Gaurav -- any update here? What are the Gainsight best practices for capturing notes or logging calls? Please let us know if you have any recommendations. 

Manu, can you create an editable custom field that will track history? I.e., a field where you enter new meeting notes, trip reports, etc., but you're not simply appending to a field that already has a bunch of text in it?

Hi Ryan,

If you create a field for this purpose, you'll end up appending text, perhaps with appropriate time-stamps. What you are requesting is closer to our chatter integration, where you can post notes, reports, etc. directly to a feed. This feed can be its own section on C360, and be accessed from within every CTA on that Customer/Account.

Thanks,
Manu

Hi John,

The current practice is to use either Milestones or CTAs. Milestones give you a timeline of important events that can also be overlaid on the usage/adoption trend report in that section. CTAs let you manage or work through a process, such as weekly updates, EBRs, etc. 

We are actively working on a more robust solution to this overall problem area, which once complete, will give you one, tight entry point for both important events (logging calls) and notes (updates with or without attachments). Don't have an ETA yet, but will keep you posted on the progress.

Thanks,
Manu

I believe the original request/idea was specifically geared towards capturing information that is *not* associated with a specific event or CTA. Rather, high level contextual information about the account that can be updated over time - so you have one place to look to get the types of information that Jeff outlined in the original post.

Yes thanks JD. 🙂

Hi Gaurav; has there been any progress on this?  We're implementing GS for our AM team and this is pretty much the only need that Gainsight can't currently meet for us.