Problem
Many Customer Success teams run webinars, workshops, advisory boards, user groups, training sessions, and other one-to-many engagement activities where attendees come from multiple customer accounts.
Today, if a CSM hosts a webinar with attendees from 20–50 different companies, there is no efficient way to create a single Timeline activity and have that engagement reflected in each attendee's company Timeline. The current options require either:
- Logging separate Timeline activities for each company manually, which is time-consuming and does not scale.
- Building custom automation using Rules Engine, APIs, or integrations, which is often not justified for occasional events.
- Logging a single activity, which limits visibility when reviewing the Timeline for an individual customer account.
Requested Enhancement
Allow a single Timeline activity to be associated with multiple Companies and/or Relationships, with the activity appearing in the Timeline history of each associated record.
Potential capabilities could include:
- Associate one Timeline activity to multiple Companies.
- Associate one Timeline activity to multiple Relationships.
- Bulk-select Companies or Contacts when creating an activity.
- Automatically surface the activity in each associated account's Timeline.
- Preserve attendee-level reporting and engagement analytics.
Example Use Case
A CSM hosts a webinar attended by 45 contacts representing 30 customer companies.
Instead of creating 30 separate Timeline entries, the CSM would:
- Create one "Webinar" Timeline activity.
- Select all participating companies and/or contacts.
- Save the activity once.
The webinar engagement would then be visible from the Timeline of each participating customer account.
Business Impact
- Reduces administrative burden on CSMs.
- Improves visibility into customer engagement history.
- Encourages more consistent activity logging.
- Better supports scaled Customer Success motions and digital engagement programs.
- Eliminates the need for custom automation for common one-to-many engagement scenarios.
Would love to hear how other organizations are handling webinar, workshop, training, and user group attendance tracking in Gainsight today.