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. 

CSM Assignment

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:

1. Identify a comprehensive CSM assignment strategy.
2. Are CSMs only assigned to new/onboarding accounts?
3. Once an account is onboarded, does the CSM continue to manage the account, or should they be unassigned for someone new to take over?
4. How are CSM assignments selected? Geographically, by lifecycle stage, randomly, by revenue, etc?
5. Implement CSM assignment strategy in Vitally with Playbooks or manually, if applicable.
6. Verify that CSM assignment data is synced out to desired integrations.
7. Create automated playbooks to initiate CSM conversations with newly assigned accounts. 

Success Automation – New Customers:

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:

1. Identify strategy for automating new customer onboarding process 
2. What are the steps that need to be completed once a customer becomes a customer? 
3. Do you want all customers to be handled in an automated way from the start? Or only some subset of them? 
4. Identify and create segments for subsets of customers and lifecycle stages
5. Do you treat different customers differently during the onboarding process? 
6. How do you group those customers together - by employee count, industry, etc?
7. Automate the movement of customers into lifecycle segments. 
8. Create automated onboarding sequences using Playbooks & Conversations

Proactive Success – Ongoing Proactive Customer Management

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:

1. Create risk indicators for poorly implemented accounts (accounts not meeting target metrics/milestones) 
2. Create risk indicators for accounts slipping away (decreases in usage, business or transactions)
3. Create opportunity indicators for accounts that may be expansion opportunities (hitting license limit, reaching usage limits)
4. Set up automated ways to increase internal notification visibility to CSM’s when an indicator has been assigned to them (@ mentions, slack, or email notifications)
5. Set up automated external reactions to indicators through Playbooks & Automated Conversations, like automatically emailing a customer help documentation if they haven’t set up a key feature. 

Measure Success + Ongoing Customer Health

Define ways to measure customer health through Health Scores, Customized Account Metrics, and Engagement metrics. 

Sub-steps to complete: 

1. Define Health Philosophy
2. How do you measure health? What does it mean to be healthy?
3. Is health primarily an indicator of initial configuration and setup, or an active indicator of their activity in your product? Or maybe it's a measure of your customer's business health. 
4. Review available traits and events in Vitally - identify any gaps
5. Once you've defined what conditions make a healthy or concerning customer, review your available events and traits to ensure you have all the necessary data available to fully measure your health. If you don't, can we get that data?
6. Create additional Success Metrics and Elements (see examples)
7. Once all the traits and events are in, let’s review what should be tracked as a Success Metric or Element.
8. Create a comprehensive Health Score
9. Create additional Health Scores based off of customer segments.
10. Implement NPS scoring
11. Implement automated NPS responses via email
12. What did you love?
13. What can we do better?
14. Leave a review/etc.