CSM Adoption Milestones of ClientSuccess

Are you new to your company or in need of refresher training, and want to learn more about ClientSuccess? Looking to gauge how you could be utilizing ClientSuccess and leveraging the features and functionalities available to you? 

This article will guide you from a Basic User to a ClientSuccess Pro.

Download our accompanying User Adoption Milestones PDF to track your own user adoption milestones.

Basic (usually completed as part of enablement)

1. Initial profile setup
   • Login and set permanent password
     • May have to consult with your implementation owner for additional information
   • Connect Email Integration
   • Update My Settings > Account information
   • Configure My Settings > Alert Preferences to get the updates you want
   • Check out your BoB
     • Filter client grid view to “Myself” or other relevant view
2. Review General Training Information
   • In order to jumpstart my understanding of ClientSuccess, I’ve reviewed Getting Started and have made it a priority to read the suggested articles and watch the recommended user webinar recordings
3. Personal Goals
   • Based off my general training review, I’ve compiled a list of goals and questions from ClientSuccess Features and Apps & Modules that could help accelerate my success as a CSM

Level 1 (usually completed during or shortly after enablement)

1. "Basic" criteria completed
2. ClientSuccess Utilization 
   • I’ve started taking phone call and meeting engagement notes in ClientSuccess, even if that means consolidating them into the system from handwritten or other sources
   • I’m beginning to set the initial Pulses for my BoB, aligned with a previously defined Pulse Plan. If I don’t understand what the Pulse Plan is for my team, I’ve followed up with team lead(s) to ensure I understand how to best utilize Pulse
   • If applicable, I’ve started to add Summary Notes to each of my customers
   • I’ve added at least one to-do for each client and set a due date

Level 2 (usually completed near the end of or shortly after enablement)

1. "Level 1" criteria completed
2. General Client Management
   • Based on my team’s previously defined playbooks, I’ve been able to add a SuccessCycle(s) to each of my clients
   • I regularly use Engagements to track and review my client interactions, including notes and emails
   • I regularly use to-dos and the Tasks Screen to prioritize my day
   • I’ve started to update each of my client’s Scorecard
3. General Insights
   • I can identify at-risk clients using SuccessScore and Pulse, and actively utilize Pulse Reporting for my BoB
   • If applicable, my team has Internal Email Automation configured (see Internal SuccessScore, Engagement, Renewals)

Pro (usually completed through adoption)

1. "Level 2" criteria completed
2. Continued Client Management
   • I regularly use Pulse, according to my team’s Pulse Plan to help create organization-wide consistency
   • I utilize Segmentation best practices to dynamically assess my BoB
   • All my notes and tasks are now consolidated in ClientSuccess
   • SuccessCycles play a critical role in how I’m able to manage my customer’s lifecycle
   • My team has revenue data correctly added to the system and I’m able to use the Renewals Screen
3. Provide Feedback to Management Team
   • In order to improve my own use of ClientSuccess, I give recommendations on how to enhance my team’s utilization of the system

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Be sure to check out our Getting Started - General Training Information for additional training materials that will help you:

• Become more familiar with standard ClientSuccess functionalities
• Better understand ClientSuccess best practices
• Know where to find additional ClientSuccess training materials