Comprehensive Guide to GoCSM Workflows: Detailed Breakdown

GoCSM offers a sophisticated set of automated workflows designed to optimize your customer success management. These workflows cover various aspects of the customer journey, from onboarding to ongoing engagement and financial management. Let's dive into each category in detail.

TABLE OF CONTENTS

a. Onboarding

b. User Satisfaction

c. Product Adoption

d. Login Activity

e. Financial Management

f. Meetings & Sessions

g. Task Management

h. Affiliates

a. Onboarding

a1. New SaaS Account Onboarding

Customer Touch

Purpose: Welcome new customers and guide them through the initial setup. 

Key Components:

1. Trigger: New SaaS account sign-up
2. Actions: 

• Sends welcome email

Best Practices:

• Personalize the welcome message

• Include clear next steps and quick wins

• Offer an easy way to reach out for help

• Provide getting-started resources and tutorial videos

Internal Notification

Purpose: Alert the team about new customer acquisitions. 

Key Components:

1. Trigger: New SaaS account sign-up
2. Actions: 

• Notifies all team members

• Adds Tag ‘Active SaaS’

• Adds to the ‘Active Stage’ on the ‘Subscription & Billing’ Pipeline

Best Practices:

• Assign clear ownership for follow-up

• Include relevant customer information in the notification

b. User Satisfaction

b1. Health Status

Customer Touch

Purpose: Engage with customers based on the Sub-Account’s Health Status. 

Key Components:

1. Trigger: Based on Manual change in GoCSM Health > Health Status
2. Actions: 

• Sends tailored messages based on new status:

• Healthy
• Steady
• Struggling

Best Practices:

• Customize message tone and content to the happiness level

• Provide clear next steps or support options 

• For struggling customers, offer immediate assistance

Internal Actions

Purpose:

Key Components:

1. Trigger: Based on Manual change in GoCSM Health > Health Status
2. Actions: 

• Adds Tag ‘Thriving’, ‘Healthy’, ‘Steady’, ‘Struggling’
• Adds to the ‘Customer Health Status’ Pipeline

b2. User Feedback

Internal Notification based on Feedback / NPS

Purpose: Alert the team about changes in customer satisfaction. 

Key Components:

1. Trigger: Feedback submission
2. Actions: Notify the team about feedback 

• Very Happy

• Happy

• Neutral

• Not Happy

1. Adds User to ‘User Happiness Level’ Pipeline
2. Adds Tag ‘Very Happy’, ‘Happy’, ‘Neutral’, ‘Not Happy’

Best Practices:

• Set up escalation procedures for negative feedback

• Use feedback to inform product development and customer success strategies

• Recognize team members for positive feedback
  
  

b3. Engagement Milestone Tracking

Internal Notification

Purpose: Recognize customer progress and engagement based on their scores

Key Components:

1. Trigger: User reaches milestone (Starter, Moderate, Pro, Advanced)
2. Actions: Alert team to customer achievement    

• Starter - Score: 300 & above

• Moderate - Score: 600 & above

• Pro-  Score: 900 & above 

• Advanced - Score: 1200 & above

1. Adds Tag: ‘Starter User’, ‘Moderate User’, ‘Pro User’, ‘Advanced User’
2. Adds to the ‘User Milestone’ Pipeline

Best Practices:

• Use milestones as opportunities for personalized outreach

• Consider offering rewards or special recognition for key milestones

• Analyze patterns in milestone achievement to form success strategies

c. Product Adoption

c1. Used Features

Customer Touch

Purpose: Track which features the customer is utilizing and assist accordingly.

Key Components:

1. Trigger: Time spent on a feature for 7 minutes or more
2. Actions: 

• Sends offer assistance email or tips related to that feature

Best Practices:

• Keep assistance offers concise and relevant

• Offer feature walkthrough call

• Include links to more detailed resources/articles
  
  

Internal Actions

Purpose: 

Key Components:

1. Trigger: Time spent on a feature for 7 minutes or more
2. Actions: 

• Adds Tag customer ‘Active on Feature’ (the respective feature used)

• Adds score for each feature used (Check the scoring article for more information)

c2. Not Used Features

Customer Touch

Purpose: Encourage the adoption of Unused Features. 

Key Components:

1. Trigger: Feature not used within a set timeframe- rechecked every 45 days 
2. [All features have a different trigger timeframe- Click here for a detailed trigger list]
3. Actions: 

• Sends message highlighting feature benefits and Feature Walkthrough or Success Session booking Link

Best Practices:

• Focus on the value and use cases of the feature

• Offer a quick tutorial or walkthrough

• Consider offering a limited-time incentive for trying the feature
  
  

Internal Notification

Purpose: Proactive approach to improve product adoption

Key Components:

1. Trigger: Feature not used within the set timeframe
2. Actions: 

• Alerts all team members

Best Practices:

• Use this data to improve training processes

• Consider reaching out personally to high-value customers

• Analyze patterns to identify potential usability issues

d. Login Activity

d1. Inactive Users

Customer Touch

Purpose: Re-engage users who haven't logged in recently. 

Key Components:

1. Trigger: User becomes inactive if they do not log in in 7 days
2. Actions: 

3. Send re-engagement email series 

1. Adds Inactive Tag
2. Adds to the ‘Inactive Stage’ on the ‘User Login Activity’

Best Practices:

• Remind the user of the value they're missing

• Highlight new features or improvements since their last login

• Provide a clear, easy action to take (e.g., "Click here to log in")
  
  

Internal Notification

Purpose: Alert team to at-risk customers. 

Key Components:

1. Trigger: User becomes inactive if they do not login in 7 days
2. Actions: 

• Notifies the customer success team 

Best Practices:

• Set up a tiered response based on customer value or health score

• Prepare re-engagement resources for the team to use

• Track the success rate of re-engagement efforts to refine your approach

e. Financial Management

e1. Payments

Customer Touch

Purpose: Manage payment-related communications. 

Key Components:

1. Triggers: Payment Success and Failure
2. Actions: Sends email to customer 

• Payment Failure 

• Adds Tag 'Payment Failed' (if applicable)

• Adds to ‘Active Subscription Stage’ on the ‘Subscription & Billing’ Pipeline if payment is successful and adds score.(Check the scoring article for details)

• Adds to ‘Subscription Failed Stage’ on the ‘Subscription & Billing’ Pipeline if payment is unsuccessful

Best Practices:

• For payment failures, clearly explain the issue and how to resolve it

• Celebrate successful payments and renewals

• Use payment interactions as opportunities to reinforce value
  
  

Internal Notification

Purpose: Keep the team informed about customer financial status. 

Key Components:

1. Triggers: Payment Failure
2.  Actions: 

• Alert team members on payment failure

Best Practices:

• Set up escalation procedures for repeated payment failures

• For churn notifications, initiate win-back procedures immediately

f. Meetings & Sessions

f1. Reminders

Customer Touch

Purpose: Reminds customer of upcoming appointment.

Key Components:

1. Trigger: Upcoming feature walkthrough or success session appointment booked
2. Actions: 

• Sends email reminder 

• Sends text reminder

Best Practices:

• Send multiple reminders (e.g., 1 day before, 1 hour before)

• Include session agenda and any preparation needed

• Provide easy option to reschedule if needed
  
  

Internal Notification

Purpose: Reminds team of upcoming appointments. 

Key Components:

1. Trigger: Upcoming feature walkthrough or success session appointment booked
2. Actions: 

• Sends email reminder 

• Sends text reminder

1. If the customer shows up for the appointment, the system adds a score (Check the scoring article for details)

Best Practices:

• Include customer session objectives in the notification

• Ensure all necessary resources are prepared

• Set up a feedback mechanism for post-session follow-up

g. Task Management

g1.

Customer Touch

Purpose: Acknowledge support requests made via task form submission

Key Components:

1. Trigger: New task form is submitted
2. Actions: 

• Sends acknowledgement email

Best Practices:

• Communicate to understand the nature of the task and any requirements from the customer

• Set expectations for the completion timeframe
  
  

Internal Notification

Purpose: Ensure timely completion of customer-related tasks. 

Key Components:

1. Triggers: Task added, approaching due date, overdue task
2. Actions: Notify the relevant team members

• Task Added

• Task Approaching: 5 days before due date

• Task Approaching: 3 days before due date

• Task Approaching: 1 day before due date

• Task Overdue: 1 day

• Task Overdue: 3 days

• Task Overdue: 5 days

Best Practices:

• Use task completion rates as a team performance metric

• Set up escalation procedures for overdue high-priority tasks

• Regularly review common tasks to identify opportunities for automation or process improvement

h. Affiliates

h1. New Affiliates

Customer Touch

Purpose: Recruit new promoters for the affiliate program.

Key Components:

1. Trigger: User qualifies for affiliate program based on User Score (Check scoring article for details)
2. Actions: 

• Send an email invitation to become an affiliate 

Best Practices:

• Clearly communicate the benefits of the affiliate program

• Provide easy next steps for signing up

• Offer resources to help affiliates succeed
  
  

Internal Notification

Purpose: Identify and manage potential affiliates. 

Key Components:

1. Trigger: User qualifies for affiliate program based on User Score (Check scoring article for details)
2. Actions: 

• Alert affiliate program manager- (Rechecks every 60 days)

Best Practices:

• Set clear criteria for affiliate qualification

• Prepare resources for onboarding new affiliates

• Track the success rate of affiliate recruitment to refine your approach

By leveraging these workflows effectively, you can create a proactive, engaging customer success strategy that drives satisfaction, retention, and growth.