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Recording customer performance KPIs in C360 that are part of health score

katerina_nemcova
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One area we track for some of our customers is the value/incremental sales they have created each month versus annual targets. Simply said, we crunch some data on their performance and then publish a set of results each month. Whether or not these results reach the set targets can have a major influence of our customer health so we would like to be able to track this in C360 and link it to Health score where e.g. KPI X falling 30% below its target would result in Healthscore dropping to score 20.

The question is how can we set this up??

Results would need to be recorded by CSMs directly in C360 in some kind of a matrix that can be preset by Admins - I've attached an screenshot of what it looks like currently in Excel where we track this: 



One  option was to collate this data into Excel and load it into Gainsight on regular intervals as we do with other data sources but this isn't ideal as the results are released different times a month for different customers. Also we need CSMs to take ownership of logging the results.

Anyone had a similar challenge and found a way to record data directly into C360 and track this via Health Score?

Thanks in advance!

Katerina 
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karl_rumelhart
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  • karl_rumelhart
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  • October 9, 2017
Thanks for the post! I am not quite following why you need a CSM to do manual data entry.  On its face, this feels like a classic case for letting the machines do the work.  What is the original source of the sales performance data?
katerina_nemcova
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Hi Karl,
This is a part of our business offering - we have a team of analysts who crunch certain sales data to evaluate performance of our customers using a number of different methodologies, and this has to be done manually. 

Another usecase for this would be when our training managers/CSMs complete a training session with our customers. Some training can be achieved online which we already feed into Gainsight but most is handled in workshops/in-person training sessions. Currently we collate this info via Excel - who completed what training for what customer - ideally we would want to move this to Gainsight/C360 where CSMs/training consultants can log training sessions as and when they happen.  

Happy to jump on a call to explain further.
Thanks
karl_rumelhart
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  • karl_rumelhart
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  • October 10, 2017
OK.  We don't currently offer a spreadsheet-like interface for entering data manually (though this has been suggested).  The ways that folks typically get data manually entered into Gainsight is via a form on a CTA or on a Timeline activity (though the later seems unlikely to meet your use case).  These are both set up for relatively small sets of manual data.  If you want to enter in a full sheet as in your screen shot I do suggest uploading it and running a rule or whatever to get the right actions taken on int. 
katerina_nemcova
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ok thanks. So it sounds like we will need to continue collating the KPIs via Excel and upload into Gainsight rather than having CSMs to input this themselves.

Any ideas though on the training interaction - it seems like we could set this up in Timeline as additional activity. Is it possible however to run rules on Timeline activity type e.g. if a customer is in Onboarding stage and Timeline activity type = Training has not been logged yet, raise a CTA?

Thanks  
katerina_nemcova
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Also, do we have an ability to add a dropdown box/picklist to Timeline layout to limit the option of what people would chose for e.g. training type?
karl_rumelhart
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  • karl_rumelhart
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  • October 10, 2017
Yes, I do think that Timeline is a perfect place to record the outcome of a training meeting.  And raising the CTA as you described would work great.   Re: dropdown data type for Activities -- not available today but being worked on as we speak. 
dan_ahrens
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  • dan_ahrens
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  • October 31, 2017
Hi Katerina - dropdown field type will be supported in Timeline with our Fall (November) release.
VP of Customer Success at Forcepoint
dan_ahrens
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  • dan_ahrens
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  • 1984 replies
  • October 31, 2017
Hi Katerina,

On your first topic - how many KPI data entry fields do you enter per customer per month? There might be a couple options here depending on the amount of data that you're looking to input per customer per month.

On the second topic - we can absolutely run rules on Timeline activities and look for presence (or absence) of certain data and then raise a CTA, send an email, change health score, etc. You'd want to create a Bionic Rule and merge the customer data with an aggregated number of training events and filter for when the training events = 0. More info on transform tasks here.
VP of Customer Success at Forcepoint

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