If you use Gainsight to assess your customer health and have the Salesforce integration with Pendo, you can add product usage data in Pendo to your Gainsight Scorecard.
Before continuing, we recommend that you first read Connect Pendo to Gainsight using Salesforce.
Step 1. Identify and tag sticky features
Determine the stickiest features of your application. Stickiness refers to whether visitors come back to the product on a regular basis and engage with it.
For example, if your Customer Success Manager has identified that visitors who uses X are certain to come back the following day, then X is a sticky feature.
After you've determined your sticky features, tag them in Pendo. For instructions, see Tagging and viewing Features.
Step 2. Create account report
After you’ve determined your sticky features and tagged them in Pendo:
- Go to People > Accounts > Account Reports.
- Select + Create Report.
- Create a report called Sticky Features: Salesforce + Gainsight Push Report.
- Set the Visibility and Segment to Everyone.
- Set the Date Range to Last 30 Days.
- Add a column for each of your sticky features.
We recommend that you use Number of Days Active as your unit of measure for each feature to best reflect the frequency and consistency with which your visitors use these features. However, you know your application best, so if Clicks or Number of Visitors is more relevant for your business, then choose either of these instead.
Step 3. Push data into Salesforce
Set up a "push" sync using the instructions outlined in Set up the Salesforce integration with Pendo.
For example, if you built the following two fields in your Salesforce instance to contain the information pushed through your Pendo account report built in the previous step, Gainsight requires that data entry for use in a Scorecard include a start date and end date in format MM/DD/YYYY.
Sticky Feature 1_Active Days out of 30
Sticky Feature 2_Active Days out of 30
Use the following solution for configuring some Salesforce automation to send Gainsight the data that it requires:
Salesforce automation
Create two formula fields where type = date formula in Salesforce on the same object to which you are sending the fields above. One field might be called First Day of Previous Month and the second might be called Last Day of Previous Month.
Then, 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