Meeting/call notes are the running notes for the TAM’s regular interaction with the customer. The call notes should at least cover the following topics:
Gainsight Activity types include:
To log activities (calls, meetings, emails, updates…), you'll primarily do it through:
The other options to log activities are (1) on the Scorecard while recording TAM Sentiment or Product Risk or (2) on the Success Plan to log a Timeline activity specific to the plan.
Attendees will only appear if they are a) a Salesforce user for internal attendees, or b) a contact in the Salesforce account record. If your internal attendee does not have a SFDC account (e.g. Support Engineers or Product Designers), you do not need to log them and can just mention in the notes they were there. If your external attendee is not populating, make sure that they are added to the correct account (child accounts have different contact lists than their parent accounts), and if not feel free to add them by clicking the "Add Contact" button in Salesforce and inputting the required details. New SFDC contacts most likely won't populate in Gainsight until the following day, so this is a great opportunity to create a CTA for yourself!
If you would like to see the activity logging process in action, please watch the enablement video that covers logging.
One of the primary tools TAMs have to assess account health, and take steps to improve a weaker health score, is the customer cadence. This is an opportunity for the TAM (and other GitLab team members that the TAM feels should be included) and the customer team to sync on business outcomes, priorities, progress on initiatives, and concerns.
At the end of each customer call any changes to customer health should be reflected in the customer's. You have a few ways to update the TAM Sentiment and Product Sentiment for an account's health score, described in Determining TAM Sentiment and Product Risk.
If the Customer Health Score drops to Yellow or Red, follow the triage process.
In addition to Timeline notes in Gainsight, call notes should be saved in Google Drive following this format:
/Sales/Customers & Prospects/A/Acme/Acme - Meeting Notes
The rationale for saving call notes in this manner is as follows:
Similar to BCC'ing emails to Salesforce, you can also do the same with Gainsight. To get your personalize email address, navigate to your settings:
NOTE: BCC'ing emails to Gainsight is not a required step. However, if you want an email to appear in Gainsight and Salesforce, you need to BCC Gainsight.
When going to the timeline from the lefthand sidebar (not for a specific customer), you will see all timeline events for all TAMs. From there, you can filter by clicking the three horizontal lines to customize what events are shown (see picture below). For example, you can search for yourself as the author to find all timeline events you created, or you can search for a company to find all timeline events for a specific customer.