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jim_huang
jim_huang
Helper ⭐️
February 15, 2017
Question

CSM Barriers to "Living" in Gainsight

  • February 15, 2017
  • 4 replies
  • 72 views
Some CSMs spend only a small part of their day in Gainsight. Others spend their entire day in Gainsight.

We're curious to hear how we could move the needle towards CSMs spending more time in Gainsight. If you are a CSM who only spends a small part of your day in Gainsight, what are the barriers to increasing product usage?

      4 replies

      einat_pick
      einat_pick
      Contributor ⭐️⭐️⭐️⭐️⭐️
      February 16, 2017
      In our case it is:

      - CSM's used to work with SFDC and find it easier.

      - Doing things in SFDC is faster.

      - Users can create custom view and reports on their own.
        samantha_braastad
        samantha_braastad
        Contributor ⭐️⭐️⭐️⭐️⭐️
        February 16, 2017
        • Ability to create reports on their own (some export excel of MDA Data and create graphs through excel)
        • Many customer communications through email which pulls them out of Gainsight
        • Meeting invites done through Outlook making adding them to Gainsight more manual
          seth
          seth
          Expert ⭐️
          February 16, 2017
          Lots of what's already been mentioned resonates with me, plus a few Cockpit thoughts:
          • Recording a to-do as a Gainsight CTA takes many more clicks than dropping it into Evernote, which makes it hard to rapidly create many to-dos, or quickly go back and edit one from a minute ago, etc.
          • CSMs can 'get by' with a more haphazard checklist than Cockpit, so why should they put in the effort to configure useful Cockpit Views, Snooze CTAs that should be put off, move due dates when they're overdue by a bit, etc.? If they miss a to-do, their world doesn't come crumbling down -- it's just slightly more risky that a customer becomes less satisfied. So they let lots of things slip a little, and then everything's behind, and then what's the point in putting in the effort to cleaning everything up?
          AI Transformation @ Gainsight
            einat_pick
            einat_pick
            Contributor ⭐️⭐️⭐️⭐️⭐️
            February 19, 2017
            And, much easier to manage tasks in OneNote / Excel. Working with Cockpit is too cumbersome.
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