Report on Success Plan Sharing

@bradybluhm 

@anirbandutta Success Plan post

Thanks 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.

Chiming 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!

Love 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.

Resurfacing this, in particular this need from @edgarjc-AIQ that we also share at Amplitude:

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.