In case you've missed other parts of our 6-part adoption newsletter miniseries be sure to check it out!
- Pulse - Create organization-wide consistency on the health of your customers
- SuccessCycles - Commonly configured templates and how to develop, document, and strengthen your lifecycle plans
- Automation - Streamline and standardize customer success work
- SuccessScore - Better understand the behavior of your customers
- Segmentation - Using a dynamic approach to viewing your book of business
Today’s newsletter is about our Engagement Module, which provides a great way for both you and your team to consolidate your emails and meeting notes.
One of the primary purposes of this module is to track the email communication between you and your contacts. With this integration, we can automatically import email messages sent to, or received from your Contacts in a Client's Record and display them in the Engagement module.
There are two key metrics related to all engagements, Last Engaged and Last Touch. Here's how they applied to emails:
- Last Engaged: messages received from ClientSuccess contacts count as an engagement (Contact must be listed in the From field).
- Last Touch: messages sent to ClientSuccess contacts automatically count as a touch (Contact must be listed in the To field).
Your email integration is a key step to increasing engagement visibility, so you’ll want to make sure it's authenticated.
Phone Call and Meeting Notes
Similar to the email integration, phone call and meeting note types also effect Last Engaged and Last Touch. Each of these will update both metrics.
Even if ClientSuccess hasn’t historically been your preferred method for taking notes of customer meetings, our recommendation is to make the change today!
This will help you consolidate them into one system and give you, your team, and your leadership better visibility and understand about the engagement of your customers. At the most effort, it’s as simple as copying-and-pasting from your notes into ClientSuccess.
The Phone call notes, and the In-person meeting notes are manually entered by selecting the appropriate engagement type button in the top-right corner of the Engagement app as indicated below.
- Phone call notes: who was on the call, what the subject of the call was about, and detail additional notes, questions, concerns, or next steps
- In-person meeting notes: who was at the meeting, what the subject of the meeting was about, and detail additional notes, questions, concerns, or next steps.
Another highlight of this module are the "search" and "filter" functionalities. This makes it easy to see the notes you want to, such as just "training" that could then be filtered by engagement type.