Skip to main content
dave_wu_74b11e
Gainsight Employee ⭐️
dave_wu_74b11e
Gainsight Employee ⭐️
June 17, 2016
New Idea

CTA for Activities not related to an Account

Related products:CS Rules Engine
  • June 17, 2016
  • 17 replies
  • 275 views
Currently, a CTA must be linked to an account. However, there are certain use cases where it would be nice to have a CTA for CSMs that are not account specific - e.g. internal activities. A sample use case is a CTA/Playbook for New Hires.

Current workaround is to create an "Internal Account" where these types of CTAs can be assigned to, but it would be nice to have another more fluid option.

      17 replies

      Show previous replies
      jordan_k
      jordan_k
      Contributor ⭐️
      October 14, 2016
      Karl, curious to know if there has been any traction made on this feature. Now that we are up and running within our organization, multiple people have been requesting this internally. Do you happen to have an update?

      Thanks!
      karl_rumelhart
      karl_rumelhart
      Expert ⭐️
      October 14, 2016
      Hi Andy.  Would the idea mentioned above of having one account (or relationship) to which you attach general (ie not customer specific) Action Items work for you?  
      karl_rumelhart
      karl_rumelhart
      Expert ⭐️
      October 14, 2016
      Hi Jordan.  The typical pattern for doing this is still the suggestion in this thread of having a default account that you use to assign non Customer specific action items.  (Noting the need to be careful about uniqueness.)  I would love to hear more about  how this does and doesn't meet the needs.   

      The idea of free floating CTAs (not tied to an Account or Relationship) is not something we have made progress on as it would be a huge change and can't realistically be undertaken until we do a major refactoring.  

      To Melissa's idea of having a pseudo-account per user to use for the generic CTAs, I believe that this could be done using Relationships.  Define a Relationship Type called "CSM" (or something) and on some default account create one Relationship of that type for each of your CSMs.  You could include in the R360 definition things relevant to the CSM like charts of their activities and even (if you wanted to) a scorecard that measures the CSM's performance.  This would also a natural place to assign CTAs with action items not specific to a particular customer.   This is obviously not the usual use case for Relationships but if it appeals, I would be happy to discuss the idea further. 
        jon_harris
        jon_harris
        Contributor ⭐️⭐️⭐️
        September 19, 2018
        Having just gone live with GS, this is a request that has already been raised.  I like the idea of a 'personal account' per user to attach non-account related activities (CTA or TAsk) to.  The workarounds mentioned seem to have their downfalls so was wondering if any progress has been made on this front.  Not having this functionality means using another system to track non-account specific tasks which goes against using GS as our one-stop-shop. 
        tmorgan
        tmorgan
        Helper ⭐️
        May 25, 2022

        Has there been any update on this request?  We went live with Gainsight last September and having CSMs manage their tasks in two different systems does impact adoption. It would be helpful to have a clean way to assign CTAs and Tasks that are not associated to a particular customer/client.

          matthew_lind
          matthew_lind
          VIP ⭐️⭐️⭐️⭐️⭐️
          May 25, 2022

          My CS team has been on Gainsight approximately 3 months, and they are leaning in well on making it “home base” for their work. Thus, they quickly asked for this “not associated to a Company” CTA functionality.

          I was impressed with the early ask here, signaling that they find Gainsight valuable, and they want to expand its use without having to keep a separate list / tool in a neighboring window.

          Making people their best....currently disguised as a CS Ops Architect. How can I contribute to your success?
            Steph Costa
            Contributor ⭐️⭐️⭐️
            May 30, 2022

            We’re facing the same issue here. We need a personal workspace/“account” for all CSMs/Solutions Engineer where we can trigger CTAs.Like reminders to update data, special requests etc. 

             

            We tried having this triggered from a default account but this was not helpful as a lot of people miss these CTAs when they go look at a cockpit view for their accounts  so a lot of these CTAs are never completed.


            It make it challenging for CSMs to adopt Gainsight if they still need to maintain another to do list outside of Gainsight. People just don’t want to maintain two to-do list.

             

            It would also be much better for leadership reporting purposes also to easily see if tasks assigned to that personal workspace have been completed or not.

              Terms & ConditionsAccessibility statement