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 onboarding / implementation)

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"
     • Create and save a personal segment(s) that work for you
       • Segmentation best practices
2. Review General Training Information
   • Getting Started
3. Watch new user / refresher training videos
   • ClientSuccess Features
   • Apps & Modules
   • Integration-related Trainings

Level 1 (usually completed during or shortly after onboarding / implementation)

1. "Basic" criteria completed
2. ClientSuccess Utilization 
   • Start taking engagement notes
   • Set initial Pulse, aligned with previously defined Pulse Plan
     • May have to consult with your implementation owner for additional information
   • Add Summary notes
     • For example, top-line business goals
   • Add at least one to-do for each client and set a due date

Level 2 (usually completed near the end of or shortly after onboarding / implementation)

1. "Level 1" criteria completed
2. General Client Management
   • Add relevant SuccessCycle(s) to each client record
   • Regular use of Engagements to track client interactions
   • Regular use of to-dos
     
     • Tasks Screen to prioritize your day
   • Update each client's Scorecard
3. General Insights
   • Identify at-risk clients using SuccessScore and Pulse
     • Pulse Reporting
   • Internal Email Automation (see bottom half of article)
     • SuccessScore
     • Engagement
     • Renewals

Pro (usually completed through adoption)

1. "Level 2" criteria completed
2. Continued Client Management
   • Renewal Management
   • Regular use of Pulse, according to Pulse Plan
   • Segmentation to identify clients who could be performing better
   • All notes and tasks now live in ClientSuccess
   • SuccessCycles follow your company's best practices
3. Provide Feedback to Management Team
   • Recommendations on how to improve use of ClientSuccess

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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