I have what I believe to be a relatively simple concept that I'm struggling to find in HS. I'm assuming this would be a report but would be just as open to a view/list.
Concept:
My brand new CSM has a list of 20 accounts
We agree that a phone call OR meeting is an acceptable outcome for all 20 accounts to qualify as a true engagement. Email is nice to see but not good enough.
The CSM starts making phone calls.
We can clearly see a HS report that shows:
All Deals with a count of activities
EX: Deal ABC - 2 phone calls - 2 meetings
What I cannot clearly see is the lack of an activity.. Let's pretend they've emailed all 20, had a call or meeting with 15. How do I find those other 5?
Show me the accounts who we have had some email with (or even if we haven't) but that we have not had a phone call OR meeting with.
Of note: I've tried a simple "and not" Call/Meeting but (and I get this is logical but not what I want to show) it simply removes that activity from the pivot (even if we've actually had a meeting or call with them otherwise)
Digging around here for awhile and plan to spend another 30 min or so, so will update if I find a success!
For the milestone example, I had done something similar to this before with a client of mine who was an agency to look after their existing clientele. Basically we set a bunch of dates (became a customer date/contract start date/etc.) and triggered workflows based on this, in their instance it initially triggered the client to want to schedule those meetings and if they didn't the team was left with a task/slack/notification so it didn't fall through the cracks. We did work to implement some meeting types so that we could report on these customer side meetings vs. the inbound pipeline meetings so we could see if these were happening.
The difference of the use cases might mean that you have to build out different reporting to see the milestones vs. the overall engagement activity of the account. But it would likely be capable, however, a mix of process + development will likely be needed to reach your outcome so you can attribute what activities should count vs. those that should not.
What I think about in your setup is what if that call was 6, or maybe even 12 months ago. Is it really engagement at that point? Are you looking for things like the last call or meeting date to say look for company's without a call/meeting in the last {X} days? That should show you the list even if there is no activity because they would have had no activity in that timeframe.
Good question. Time definitely does have relevance here (in some instances, and not in others). I could explore the list based on Acitvtiy within {x} days. (So long as HS can differentiate an email not counting as an activity while a call or meeting DOES count - I can't remember their logic there).
Say for example the scenario above, you're right that we want that activity (engagement) to happen within a relatively short time period.
But also, we might have a major milestone activity, say for instance a big Presentation. Let's say this presentation should happen at Mo 6 in the relationship. I would like to know always, even if we're later at Mo 12, if that Mo 6 "Presentation" activity happened or if it didn't. Ideally, we could then use that as a leading indicator headed into a subscription renewal.
Should probably have called out from the get-go (if it wasn't already clear) that this is for use on the Customer Success as opposed to Sales side.
For the milestone example, I had done something similar to this before with a client of mine who was an agency to look after their existing clientele. Basically we set a bunch of dates (became a customer date/contract start date/etc.) and triggered workflows based on this, in their instance it initially triggered the client to want to schedule those meetings and if they didn't the team was left with a task/slack/notification so it didn't fall through the cracks. We did work to implement some meeting types so that we could report on these customer side meetings vs. the inbound pipeline meetings so we could see if these were happening.
The difference of the use cases might mean that you have to build out different reporting to see the milestones vs. the overall engagement activity of the account. But it would likely be capable, however, a mix of process + development will likely be needed to reach your outcome so you can attribute what activities should count vs. those that should not.
