My team and I were discussing a manual measure that we have which allows for individual CS team members to assess our relationship with a client. This field is the only manual measure on our otherwise fully automated Health Scorecard.
To encourage ongoing and timely evaluations of our relationships, I wonder if it would be possible to incorporate a feature into Gainsight which will create a pop up on a group’s C360 if this manual sentiment field has not been updated for a pre-determined amount of time.
In this way, the field will function as a sort of C360-specific NPS score. The pop up would not appear every time a C360 page was loaded; I could see that getting very frustrating, very quickly. But it would be good to help encourage regular assessments of our relationship in a very quick fashion, different from having a rule-generated CTA which would also need to be dealt with after an assessment is provided.
