Using Gainsight to assess your customer health? Pendo data provides unique insight into a customer’s’ usage of your product - follow the instructions below to push the most meaningful data into your Gainsight Scorecard!
Determine Sticky Features
What are the stickiest features of your application? What keeps your visitors using your site and coming back to use it day in and day out?
For instance, your Customer Success Manager says "If a visitor is using X, then we can be certain that they will be back in our app tomorrow."
What is X for your product? If you have an idea of your sticky feature(s), then continue onto the next step. If you’re not sure what those are yet, we recommend reading this article to help determine what those are.
Create Account Report
Once you’ve determined your sticky feature(s) and have tagged them in Pendo, then go ahead into the Accounts portion of app.pendo.io and then to the Account Reports tab. We are going to create a new report called Sticky Features - Salesforce + Gainsight Push Report. Configure the report to run for a time period of the Last 30 Days and add a column for each of your sticky features, as shown below.
We recommend that you use Number of Days Active as your unit of measure per each feature because it will best reflect the frequency and consistency with which your customers use these features. However, you know your application best, if Clicks or Number of Visitors is more relevant for your business, then go ahead and select either of those.
Next we’ll want to set up the report to sync with your Salesforce instance via the "Push" - use the set of instructions found here if you are unfamiliar with this process.
Let’s say that, in your Salesforce instance, you built two fields to contain the information pushed through our Pendo Account Report built in the previous step:
Sticky Feature 1_Active Days out of 30
Sticky Feature 2_Active Days out of 30
Gainsight requires that data entry for use in a scorecard include a start date and end date in format MM/DD/YYYY. Below is a solution for configuring some Salesforce automation to send Gainsight the data that it requires:
To start, create two formula fields where type = date formula in Salesforce on the same object to which you are sending the fields above. One field may be called First Day of Previous Month and the second may be called Last Day of Previous Month.
Then, we’ll need to build formulas for each field that take into account the year switch between December and January dates:
First Day of Previous Month
DATE( IF( MONTH( TODAY() ) = 1 , YEAR( TODAY() ) - 1 , YEAR( TODAY() ) ) , IF( MONTH( TODAY() ) = 1 , 12 , MONTH( TODAY() ) - 1 ) , 1 )
Last Day of Previous Month
DATE( YEAR( TODAY() ) ) , MONTH( TODAY() ) ) , 1 ) - 1
Lastly, set the Gainsight rule to pull the Sticky Feature #_Active Days out of 30 fields on the first day of the month, using the First Day of Previous Month and the Last Day of Previous Month fields as the date range to load.