Customer success
Learn how your organization can use the customer success solution to engage customers, run success plays to mitigate risks, and identify expansion opportunities.
Important:
Account Lifecycle Events has been renamed to Customer Success Management in Zurich.
With the customer success solution, service providers can create a relationship-focused strategy that helps maximize achievements, drives engagements, and delivers actionable results. Customer success managers can define and track
success objectives, and use documented success plans to ensure that value is being delivered. By driving achievements in both value and success, customer success teams can:
- Inspire customer loyalty and retention, by not only ensuring adoption, but also customer mastery of its products.
- Increase the chance of renewals by providing sales and account teams information from various gathered signals.
- Decrease customer churn by identifying and mitigating risks and issues.
- Boost lifetime customer value and annual recurring revenue.
Customer success workflow
The customer success workflow includes the following:
- Customer success data model and records
- Customer success portfolio overview
- Health and risk framework
- Risk portfolio overview
- Engagement workspace pages
- Process-based experience with playbooks
- Success play launcher that can be used to create automated or manual activities
- Customer success playbooks
- Success blueprint
- Scheduled touchpoints and touchpoint planner