This article reviews some of the benefits around our Pulse feature. For best practices on implementing a Pulse Strategy, check out our Pulse Plan knowledge base.
Insights
SuccessScore
Pulse can play a key role in how your SuccessScore is calculated, especially for tracking sentiment. For additional information, check out the following articles
Client Pulse History
Over time, pulses come together to form the client pulse history. This is a place for you to view the notes you included in setting the pulse, as well as a nice visualization of the health journey.
**What we recommend**
You can work to identify trends, next steps, or other gameplans to improve satisfaction and mitigate risk. For example, communication could be improved by involving an executive sponsor or holding weekly cadence with your key contact.
Client Screen: Pulse-related Segments
Pulse-related segments are often be the most valuable, because you can clearly see certain client profiles. Consider the following scenario: your CEO (or some other executive) comes to you wanting to know clients who have expressed a desire to churn and who will renew in Q1 2017. Where do you begin?
ClientSuccess has a six-point health scale ranging from Severe Risk to Extremely Satisfied. As part of this Pulse Plan, teams set some general internal guidelines for customer success managers as they determine customer health. This creates organization-wide consistency on the health of its customers. One point we recommend is that Severe Risk be used to denote a client whose expressed their desire to churn. With a few quick filters, CSMs can create and save a segmented view for Q1 2017, “Severe Risk” customers.
One thing to consider is how often you want to set Pulse. Depending on how frequently you engage with clients, you’ll likely already have an idea in place. I’ve personally created a segment for when Pulse hasn’t been set in more than 30 days. This reminds and gives me the opportunity to look at the relationship we’re forming with clients. If a client is “Very Satisfied”, are they still “Very Satisfied” 30 days later? Do I need to step in and continue to advocate for them? Is there additional value I can bring to the relationship? It’s also beneficial for your manager and executives to be notified when a client’s pulse has been marked to “Some Risk” or below. This flag works to prevent surprises later down the road.
**What we recommend**
Include other criteria, such as renewal date or usage trends, when creating pulse-related segments. This can give you the visibility you need in a more custom view, when you need it. Best part is these segments can also be exported via CSV.
Reporting
Current Pulse Health Report
The Current Pulse Health Report allows you to quickly review the health of your clients and includes:
- Filter real-time by Client type, Assigned to, Status, Client as of, Next renewal, and Last updated
- View Pulse by Customer Count or ARR (MRR/ACV primary metrics coming soon)
- View Pulse breakdown in a pie chart or new bar chart
- Interactive charts allow you to quickly sub-segment the data
- Quick-view stats of Satisfied vs. Risk count and percentages
- Report includes an interactive client list featuring a new 90 day trend of each customer’s pulse
Jump to Current Pulse Health Report
**What we recommend**
- Review your Client Pulse Health by customer type. For example, see the health of your enterprise client portfolio or any client type segment.
- Hold effective one-on-one meetings with your team members by viewing your Current Pulse Health by assigned CSM. See how their client health portfolio is performing, and help them succeed and remove roadblocks.
- View Client Pulse Health portfolio by ARR (MRR/ACV primary metrics coming soon). For example, you can see your client portfolio by ARR. Deep dive by clicking the bar or pie chart.
Current Pulse Reasons report
The Current Pulse Reasons Report allows you to better understand the Pulse of your clients and includes:
- Filter real-time by Pulse, Client type, Assigned to, Status, Client as of, Next renewal, and Last updated Pulse
- View Pulse by Customer Count or ARR (MRR/ACV primary metrics coming soon)
- View Reason Code breakdown in a pie chart or new treemap
- Quick-view stats of Top Pulse Reasons
- Interactive charts allow you to quickly sub-segment the data
- Report includes an interactive client list featuring a new 90 day trend of each customer’s pulse
Jump to Current Pulse Reasons Report
**What we recommend**
- Review at Risk Reason Codes by next renewal. For example, see the top risk factors for clients renewing in the next 60 days.
- Hold effective one-on-one meetings with your team members by viewing Reason Codes by assigned CSM. See how their client health portfolio is performing, and help them succeed and remove roadblocks.
- View Reason Code portfolio by ARR (MRR/ACV primary metrics coming soon). For example, you can see your client portfolio by ARR. Deep dive by clicking the pie chart or treemap.
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