Use Timeline to Document and Analyze Advocacy Interactions

Introduction

A robust advocacy program relies on consistent documentation and analysis of customer interactions. Gainsight’s Timeline is a powerful tool for recording advocate-related activities, capturing key insights, and analyzing patterns over time. By leveraging Timeline, your team can build a comprehensive view of advocacy opportunities, identify trends, and ensure no valuable interactions are missed. This article outlines how to use Timeline effectively to document and analyze advocacy interactions.

Step 1: Log Key Advocacy Interactions in Timeline

Ensure every interaction related to advocacy is documented to maintain a single source of truth.

• Track Meetings and Outcomes: Record meeting notes, stakeholder sentiment, and outcomes directly in Timeline. For instance, capture follow-ups from Quarterly Business Reviews (QBRs) or executive engagements.

• Capture Nominations: Log nominations for potential advocates during discussions, specifying the areas where they can contribute (e.g., case studies, references).

• Standardize Categories: Use custom activity types to categorize advocacy-related interactions, such as "Advocate Nomination" or "Event Participation."

Step 2: Leverage Timeline Data for Advocacy Analysis

Analyze patterns in recorded data to uncover actionable insights.

• Identify Trends: Use Timeline Reporting to analyze recurring advocacy themes, such as frequent mentions of specific product features or areas of success.

• Monitor Stakeholder Sentiment: Combine Timeline data with Sentiment Analysis to evaluate overall sentiment trends and identify advocacy opportunities.

• Measure Interaction Frequency: Evaluate how often advocates are engaged and ensure balanced communication to avoid overburdening key stakeholders.

Step 3: Integrate Timeline Insights with Other Tools

Connect Timeline data to other Gainsight tools for a holistic advocacy strategy.

• Trigger CTAs for Follow-Up: Use the Rules Engine to create automated CTAs based on Timeline activity. For example, generate a CTA when an advocate agrees to participate in a case study.

• Enhance Health Scoring: Incorporate Timeline data into Scorecards to reflect advocacy activities and sentiment in overall customer health scores.

• Embed Timeline Insights in Dashboards: Use Dashboards to visualize advocacy interactions alongside other metrics, such as NPS and engagement levels.

What's Next

By effectively leveraging Timeline, your team can ensure all advocacy interactions are captured and analyzed for actionable insights. Integrating this data with tools like Scorecards and Dashboards strengthens your ability to build a data-driven advocacy program.

Explore More

• Support Resource: Timeline Overview

• Support Resource: Create and Share Reports

• Blog: How We Drive Advocacy at Gainsight

• Pulse Video: Advocacy - Building a Program to Identify Advocates and References