In case you missed the start of our 6-part adoption newsletter miniseries be sure to check it out!
- Engagements - Consolidate your emails and meeting notes to increase engagement visibility
- 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
This newsletter is about Pulse, which can help create organization-wide consistency and visibility on the health of your customers.
Define Your Pulse Scale
When it comes to Pulse, it’s important to have some general internal guidelines for CSMs as they utilize this feature. It's a best practice to determine these as team.
**What we recommend**
Pulse's six-point scale ranges from “Extremely Satisfied” to “Severe Risk”. Below you’ll find an example of what could be taken into consideration. Of course you have flexibility to determine the standard for each status, but it’s the exercise around customer health consistency that really matters.
Risk Reason Codes
Pulse reason codes provide insights into risk factors across your customer base. ClientSuccess includes a default library of 51 Pulse reason codes for *new customers* and covers categories from Features and Functionality to Competitive Threat to Business Viability.
**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.
Determine a Pulse Cadence
Depending on how frequently you engage with clients, you’ll likely already have an idea in place for how frequently your team should be updating Pulse.
Typically for higher touch engagement models, many teams are updating Pulses every 30 days. For other types of relationships, it might make more sense to update Pulses once per quarter.
This aspect of customer health follows a pattern where it's important we go back to the customer with a better understanding of their satisfaction or risk factors, and establish relevant next steps.
**What we recommend**
Create a segment for your customers where "Pulse Set" is greater than your frequency standard (ie 30 days).
Pulse Reports and Insights
ClientSuccess offers a variety of reports that allow Executives, Managers, and frontline CSMs to quickly review and better understand Pulse.
Current Pulse Health Report - snapshot Pulse overview by Client Count or ARR (with MRR/TCV options)
Current Pulse Reasons Report - insight into risk reasons by Client Count or ARR (with MRR/TCV options)
Pulse Change Over Time Report - visualize Pulse trends by Client Count or ARR (with MRR/TCV options)
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