This thread is for the Admin Office Hours session for Thursday July 28th,
2016. Submit your questions to this thread and we'll address them during our session at 11am PST/ 1pm CST.
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Question for this session!
We have CTAs triggered when a customer has low usage, or is stuck in onboarding longer than they should be, or has high support ticket activity. That is to say, things where it's possible for the customer to move from a 'bad' state to a 'fine' state without the CSM doing a single thing to the CTA. What are the best practices for getting those CTAs closed out without bothering the CSM to do it manually?
It doesn't seem like I could do it with the "Close CTA" action in Rules, since the CTA name isn't available as an 'identifier'. I was thinking of doing it manually myself, weekly, with Mass Edit, but that's an annoying burden.
This is doubly important for us since, consistent with Gainsight's Risk Framework, the existence of open CTAs drives our scorecard metrics. So, if a customer had low usage, but now has great usage, but the CSM didn't close out the CTA, then the scorecard usage metric will still be Red.
Anyways, I was curious what you guys would recommend, or what you do yourselves :-)
Thanx!
We have CTAs triggered when a customer has low usage, or is stuck in onboarding longer than they should be, or has high support ticket activity. That is to say, things where it's possible for the customer to move from a 'bad' state to a 'fine' state without the CSM doing a single thing to the CTA. What are the best practices for getting those CTAs closed out without bothering the CSM to do it manually?
It doesn't seem like I could do it with the "Close CTA" action in Rules, since the CTA name isn't available as an 'identifier'. I was thinking of doing it manually myself, weekly, with Mass Edit, but that's an annoying burden.
This is doubly important for us since, consistent with Gainsight's Risk Framework, the existence of open CTAs drives our scorecard metrics. So, if a customer had low usage, but now has great usage, but the CSM didn't close out the CTA, then the scorecard usage metric will still be Red.
Anyways, I was curious what you guys would recommend, or what you do yourselves :-)
Thanx!
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Please join my meeting from your computer, tablet or smartphone.
https://global.gotomeeting.com/join/912742885
You can also dial in using your phone.
United States +1 (571) 317-3112
Access Code: 912-742-885
First GoToMeeting? Try a test session:http://help.citrix.com/getready
My apologies! I've been out sick this week, unfortunately. I'll try to hop on another office hours soon.
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