You can leverage some best practices documents by looking at the Commonly Configured SuccessCycles article or you could simply customize your SuccessCycles to fit your team’s unique approach. Either way, you can create SuccessCycles to provide awesome check-lists for your CSMs to manage the lifecycle of your clients. You can also chain them together to control the flow from one to the next.
Creating new SuccessCycles
To create a new SuccessCycle:
1. As an admin, navigate to the SuccessCycle settings screen (under "Global settings" in the main menu).
2. Click "Add new" on the right, above the list of cycles.
3. Enter a name. Optionally, you may also enter a description.
4. Begin by clicking "Add new stage" in the list and entering a name for your first stage.
5. Continue entering stages, activities, and tasks to build out your cycle. You can enter multiple items quickly by striking the Return key after each item.
6. Once you are finished, click "Save changes."
Because you have the option to use concurrent SuccessCycles, we’ve labeled “Primary SuccessCycle” and “Primary Stage (days in)” across the clients screen as well as when editing a client for improved clarity around which SuccessCycle you’re seeing on the global client screen.
When you jump into a client record, the Primary SuccessCycle in the SuccessCycle app is tabbed on left and automatically emphasized, making it more clear which one you’re working on.
- Concurrent SuccessCycle activities and tasks (with due dates) show up under the tasks screen. These next steps and action items can help guide your proactive execution across concurring SuccessCycles.
- When trying to add SuccessCycles to a client, the SuccessCycle dropdown list filters out previously completed cycles.
- Users can remove a concurrent SuccessCycles as needed.
Client Type Default SuccessCycles
When you first log-in to ClientSuccess, there will be a SuccessCycle labeled "Default SuccessCycle". This is (for lack of better term) the global default SuccessCycle, even if you were to change the name. If you'd like to change the global default to a custom one you've built, please put in a request via the in-app chat below.
Alternatively, you can make certain SuccessCycles available to and set a default cycle based on customer type. Client Types is where you'll want to head. Under the "Cycles" tab, click and configure or adjust accordingly.
When edits are made to existing SuccessCycle templates, the changes are pushed out to all clients using that cycle, save the following exceptions:
- Changes made beneath stages or activities that are already completed.
Bulk-editing Primary SuccessCycles
SuccessCycle due dates are assigned from your templates to a client the moment the cycle is assigned to the client. However, there are occasionally instances where you'd want to adjust this start date in order to reflect a more accurate timeline for the customers' journey.
The recalculation is based on the “days due” time frame you can set up in the SuccessCycle templates from the Global Settings screen in ClientSuccess.
You will need to have “days due” time frames set up on your SuccessCycle templates to benefit from the recalculation enhancement. Also, make sure that clients have active subscriptions and renewal end dates.
By changing a client's Cycle start date, you can choose to recalculate the Stage due dates (as seen below).
Why aren't some dates being recalculated?
Keep in mind what's in your template - SuccessCycle templates can contain due date windows, relative to the cycle start date and the subscription renewal date. Renewal due dates would not change unless you've edited the subscription end date.