We need a way to report on success plan sharing. Our need arose when we were thinking of flipping a section on our objective layout to be shared externally, and we need a way to see how many success plans were shared externally so that we could determine the impact of flipping that section. I know I can view the sharing in the Success Plan admin section, but I can’t determine easily whether it was shared with an external person unless I click into each one to view. If you have a lot shared, that’s not a feasible solution.
New Idea
Report on Success Plan Sharing
+14+14+14
+2Thanks Heather, reassigned.
I have OKRs from my executive team on reporting customer engagement to success plans, and how well our success plans are received/adopted (how many tasks are customers assigned, how often/quickly do they mark tasks complete), reduction in CSM time to impact NPS for customers with success plans vs customers without shared success plans, etc. I need a report I can build a dashboard against to show my c suite how well GainSight is enabling CSM efficiency and effectiveness. Without this report, I am not able to provide data to meet my OKRs and improve Gainsight’s perception of value.
+3Chiming in to share that this is something I’ve needed at both companies I’ve been an admin at - it’s really important for security purposes to be able to monitor who currently has access or is accessing active success plans in a single location.
I feel like someone could get creative with a data design that joins together data from success plans that are active, active/inactive company person records, and external user records to get something close today, but something OOTB would be way better!
+7Love this idea! Even though at the moment we do not share our success plans externally, I can see this as a useful feature if we ever were to. We make a lot of minor tweaks to our internal success plans as ideas and business processes change, so I imagine this would naturally flow into success plans we’d share externally. Grasping the impact of such changes is important.
+11Resurfacing this, in particular this need from
I have OKRs from my executive team on reporting customer engagement to success plans, and how well our success plans are received/adopted (how many tasks are customers assigned, how often/quickly do they mark tasks complete), reduction in CSM time to impact NPS for customers with success plans vs customers without shared success plans, etc. I need a report I can build a dashboard against to show my c suite how well GainSight is enabling CSM efficiency and effectiveness. Without this report, I am not able to provide data to meet my OKRs and improve Gainsight’s perception of value.
As a Gainsight user, I should be able to see the Success Plan engagement activity (click, open, edited) for Success Plans I have shared externally with my customers.
Customer Success Systems Admin @ Amplitude, 3x Gainsight CS Ops Product Council Member
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