Vitally Success Plan
We break down our own customer process here into 4 categories: CSM Assignment, Success Automation, Proactive Success, and Measuring Success. Every customer we have will have many different needs and points of focus, and every success plan will be different. Here’s an example success plan to help guide individualized processes.
Determine how the CS teams we work with currently distribute their customers across CSMs and how they ideally want this process to run in Vitally.
Sub-steps to complete:
Define and implement strategy around automating parts of their onboarding process with new customers as well as their ongoing segmentation strategy.
Sub-steps to complete:
Indicators are our automated alerting system and an important low/tech touch tool in Vitally. They bring attention to CSMs when they're most needed, without having to maintain constant communication/awareness of each account.
Sub-steps to complete:
Define ways to measure customer health through Health Scores, Customized Account Metrics, and Engagement metrics.
Sub-steps to complete: