Relationship Timeline & Customer Timeline

Hi Renee,

Thanks for the post.
1. Do you think this will increase noise in customer timeline? What level of control would you need to roll up relationship data to customer timeline.
2. Do you want to put restrictions of what data should be visible to which user? If yes, then this is in our long term roadmap
3. Makes sense. Once we have attachments, would same permission be applicable for attachments too or will attachments and notes have different permission sets.
4. We will look into it.

Thanks,
Nitisha

Hi Nitisha,

1. No, I do not think that this will increase noise on the timeline.  While the CSMs should use the Relationship 360, I don't want our leadership to have to go to each Relationship to see the timeline notes.  It would be great if they could view one area, such as the Customer timeline.  We roll up CTAs to the Customer cockpit, don't we?  Why not the Timeline. Again, I would not want this to be universal across Gainsight--as the removal of the objective CTAs from the C360 cockpit where in the last release (and hopefully will be fixed soon).  We as GS Admins should have the option to choose. :)
2. Yes, I want CSMs that handle customers at the Relationship level to see and use the R360 Timeline.  I have a few unique international CSMs that I would want the ability to see both, however that is where #4 comes into play.  Here they could easily add a timeline entry and tag it to the appropriate Relationship 360 Timeline from the C360 Timeline.
3. As for attachments, I think they are a great idea, BUT they should have the option to be visible as an attachment to the task in SFDC, where the SFDC permissions for that account would then come into play for non-Gainsight users.

Thanks!
Renee

I think this is a great idea and one that our leadership is also asking for as we push our CSMs into Relationships for more discrete tracking of customer health against the different products we sell.

For #1, Totally agree.  It can also create a challenging user experience for a CSM managing multiple Relationships within a Customer to have to click into each relevant R360 to find updates. If there was the option for Relationship360 Timeline updates to roll up to the C360, this would be much easier.

A multi-select filtering option on the C360 Timeline (similar to the current Activity type filter) for visibility into Relationship-level Timeline entries could be really cool. 

We are exploring the use of Relationships as well and #1 is currently a cause for hesitation as well. It is too complex for them to have to navigate to the proper relationship to find any notes. Often our customer conversations can be across multiple relationships so there is a need to log information in both places.

Big +1 on #1 here. Not an ideal experience for CSMs to have to navigate to and from different relationships to get a full picture of the timeline activity for a given customer. Particularly for Relationship CTAs that have email assist emails logged in the R360 timeline.   

Also seconding "A multi-select filtering option on the C360 Timeline (similar to the current Activity type filter) for visibility into Relationship-level Timeline entries could be really cool." This could serve as a big help in filtering potential noise on the C360 timeline for customers with plenty of relationships. 

Hi,

Would you prefer rolling up all relationship activities automatically in customer timeline or would it help if we give a configuration per activity type e.g. automatically roll-up all activities of type 'Meeting' but not of type 'Training'.

Thanks,
Nitisha

Is making it more dynamic an option, possibly?   From Dillon's post above, perhaps:

-Account-level Timeline - Dropdown of relationship types - select 1 or more to refresh and add activities from that type, 

-Relationship-level Timeline - a checkbox at the top for "Show Account Activities" to refresh and display the Account-level activities?

Jump in if you have an opinion either way, others on this thread!

The configuration for Account and Relationship timelines as you've described above would work great for our use case, Scott! 

The only bit that I'd add is for the Account-level Dropdown, I would prefer if the list were a list of all relationships on the account v. relationship types. We have a segment of customers in our instance that have multiple relationships of the same type, and I could see a scenario where CSMs would want to select some of those customers and not others. 

Nonetheless, having a rollup of relationship timelines to an account timeline would be a big win!

Ditto Pele's comment in regards to individual relationships vs relationship types.  We actually just switched from 15 types to 1  because of the amount of duplication we were doing for all 15, so all our relationship are of the same type.