Reason Codes

Pulse reason codes provide insights into risk factors across your customer base. ClientSuccess includes a default library of 51 Pulse reason codes and covers categories from Features and Functionality to Competitive Threat to Business Viability. 

Reason codes cannot be deleted once they are assigned to a customer account, so we suggest that you review the default library of reason codes before using the platform. 

You may want to edit and repurpose the default codes at both the category and/or subcategory levels, or even remove those you do not anticipate using. Customizing the list of Pulse reason codes to align to your business terminology and use cases will make them more valuable in your daily use and reporting.

A key consideration when defining Pulse reason codes is the number of categories and sub-categories you use. Consider balancing enough reason codes to ensure you have detailed, actionable insights and trending on risks, while not having too many Pulse reason codes. If your list becomes too long, the insights can be diluted and the list difficult to manage. 

A range of 40-60 reason codes for Pulse is a healthy number of reason codes.

ClientSuccess allows you to attach up to 3 reason codes when marking some degree of risk for pulse.

Note: there are also tabs for "Downsell" and "Termination" (or Churn) reason codes. The same recommendations apply to customize those reason codes as well.

**What we recommend**

When defining reason codes, take an outside-in approach from a customer journey/experience perspective to provide meaningful insights for your organization. Cover different departments (ie Sales, Product, Customer Success, Support, etc.), along with 3-4 relevant risk factors.