Automate repeatable lifecycle activities with best-in-class Customer Success Automation which facilitates human-intervention as and when required for your low touch customers
Quarterly Business reviews are reviews that are done once in a quarter to let the client know what has been achieved so far, what are the misses and the way forward. Also to share new things in pipeline and exchange ideas. These meetings are crucial to built bond with the client and also to show client the value that you are delivering. QBR automation is enrolling for Quarterly Business Reviews playbook (after every 3 months)
Start the renewal playbook well in time based on triggers to ensure renewal in time.
Start DRIP emails for renewals reminders
Some of the common challenges are-
1) Preparing the team for automation. Every CSM has a different approaches to work. Coming to consensus on which processes needs to be automated and to what degree at times becomes challenge.
2) Losing the human touch- After all you're doing business with Human. Not everything should be automated. There should be scope for Human intervention in case the workflow breaks.
3)Segmentation based on wrong data- While creating customer segments, the CS software would solely depend on the data. In case the data is incomplete or faulty, you would get wrong segmentation. Data accuracy is a must for automation
Design automated customer success workflows for customers through their lifecycle.
Reduce Onboarding time by triggering automatic onboarding messages like welcome email, training and learning resources, risk alerts through playbook and journeys
Customer Success Automation is using data to trigger automated actions for driving proactive, personalised engagements for your customers for better customer experience .
1)Strengthen feature adoption based on behaviour- For example- a user does not login for "n" days.T his considerable lapse of time triggers a playbook with two follow-up emails or an in-app message to reengage the customer and start a conversation.
2)Reinforce positive actions on achieving a key milestone
3)Use automation to trigger help resources and training playbook based on the stage of lifecycle.
4) Automate the customer onboarding and make it self serve for low touch customers withs DRIP emails and Onboarding playbook.