CUSTOMER 360 AND HEALTH SCORES
It is critical for the customer success team to understand what is the health of each customer. Customer health can be determined by a variety of KPIs like license utilization, monthly revenue rate, reach, onboarding status, and daily active users. Each CSM is presented a dashboard with KPIs that are automatically tracked at the portfolio level or account level. In addition, this summary view also shows the top 5 actions that need to be taken.
JOURNEY, ENGAGEMENT, AND ADOPTION SCORES
Long-term health of your SaaS business is directly tied to your ability to retain customers and prevent churn. In a recurring revenue business, most of your revenue comes after the initial sale. The lifetime value of a customer can be as much as 10X the value of the initial sale. Understanding where your customer is in their journey will be critical to retain that customer. The time to value from a customer success platform must be as short as possible in weeks versus months.
Account playbooks are critical to customer success because they provide a repeatable, trackable, and systematic way to customer success. A playbook is a series of actions to achieve specific results. You can use our playbook template actions or create custom actions within a playbook. Action completions and status can be tracked to insure that the desired result is achieved.
AUGMENTED INTELLIGENCE WITH TRIGGERS AND DECISION SCIENCE
The power of Decision Science models and Triggers come together for proactive monitoring, predictive and prescriptive guidance for actions in a timely manner. This predictive capability can minimize negative impact to your recurring revenue by pre-empting with actions to be taken by your CSM team.
EXTERNAL PROCESS AUTOMATION (EPA)
The External Process Automation (EPA), which is unique to Success4, integrates with external business platforms like Salesforce, Eloqua, Zoho, and others. The EPA can automatically create opportunities and actions in external data platforms if certain KPIs are met.
A renewal blueprint is a set of develop well-defined strategies and tactics to retain your customer. If the strategies and tactics are implemented, there is a high degree of success to retain the customer, reduce churn, and perhaps upsell and increase revenue. The renewal blueprint is a repeatable organized way for the customer success team to help each customer achieve their business objective while seeing the value in your platform.