Manual CTA Usage Review
March 24, 2017
Manual CTA Usage Review
Score 5 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
Currently used by two departments, although our department has the heaviest usage of Gainsight in our org.
- Where Salesforce data is available to trigger CTAs from, it does a nice job of scheduling tasks
- The C360 provides valuable, at a glance information
- Logging manual CTAs is a valuable activity tracking mechanism for us
- Overall slowness
- Cockpit is difficult to filter and navigate
- Configurability has been a challenge in areas of the application - we use manual CTAs heavily and the only date field available to our users to manipulate is the due date. We use this date field to represent the date the activity actually occurred. The delta between due date meaning for a manual CTA and a triggered CTA has presented significant reporting challenges and confusion for upper management.
- Sometimes impactful bugs really hinder our reporting capabilities. My entire department's metrics are based on closed CTAs, and when the close dates suddenly stop populating it is a real problem for us.
11 to 25 people
- Tracking adherence to customer lifecycle engagement
- Activity tracking by type
- Proving value/ROI of CEM (CSM) organization - helping us prove business case to add headcount
Pulse last year was great and attending again next year. Sometimes we leverage the articles published.