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heather_hansen
heather_hansen
VIP ⭐️⭐️⭐️⭐️⭐️
January 11, 2016
Question

References

We currently have a process to tag contacts as references, but it lives in SF.  Has anyone built out a similar process in GS?

      7 replies

      nathan_st_martin
      Gainsight Employee ⭐️
      nathan_st_martin
      Gainsight Employee ⭐️
      January 12, 2016
      At Gainsight, we are tracking references through Milestones on the Customer 360 page. In the comment section of the milestone we include which contact at the customer was used for the reference and for which prospect they were used. We do this in order to be able to run reports on references and pull in the date of the last reference into a dashboard so we don’t overuse our advocates.
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        jan_bauer
        jan_bauer
        Contributor ⭐️⭐️
        January 12, 2016
        In addition this may be a good use case for identifying the reference contacts in Sponsor Tracking.  This way the contacts will be very visible on the Customer 360 along with the Milestones for dates when that person was utilized as a reference.  The added benefit of this is that you will know when a reference contact leaves the company or changes position at your customer.
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          heather_hansen
          heather_hansenAuthor
          VIP ⭐️⭐️⭐️⭐️⭐️
          January 12, 2016
          Thanks, Nathan!  This sounds like it might work for us as well.
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            julia_guyadeen
            julia_guyadeen
            Contributor ⭐️⭐️⭐️
            January 14, 2016
            We did a webinar a while back that outlines in detail the program that Nathaniel is referring to. You can view the recording here: http://www.gainsight.com/event/finding-approving-and-tracking-sales-references/
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            Dkirkpatrick
            Dkirkpatrick
            Gainsight Employee ⭐️⭐️
            February 24, 2021

            I see a lot of this activity is from 5 years ago.  Question, what is Gainsight NXT’s current capacity for reference management?

             

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              lane_h
              lane_h
              Helper ⭐️
              March 1, 2021

              @Dkirkpatrick Curious to understand how you’re thinking about reference management and how you would change what you currently have. I’ve seen some organizations build out a reference dashboard. Others look to build a system of points to assign to people to understand who their best advocates might be.

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              Director of CX and Scale Programs
              seth
              seth
              Expert ⭐️
              March 4, 2021

              @Dkirkpatrick Our latest approach to reference management in our instance of NXT is to use fields on Company Person to record whether they’re a reference. (If I had to do it again, I might even recommend doing it on the Person, since they can certainly stay a reference as they move from job to job.) The first and most impactful think you can do for folks who are sourcing references is to provide the single list of who those references are, along with data like health scores and such. To that point, we built a Data Designer that includes data for each reference, such as open risk CTAs, escalated support tickets, and the date of the most recent reference conversation. (Our Customer Marketing team creates CTAs as a record of reference conversations.) The last bell’n’whistle that we added was to put a question into the NPS survey asking if someone would be a reference (which only appears if they’re an NPS promoter), and we’ve also put a single-question survey in-app using PX. In both cases, Rules use that data to automatically populate the reference field on Company Person. And the dashboard includes reports of those most recent survey responses, so that Customer Marketing can easily see which references most recently came in through those channels.

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