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Account Journeys : Getting Started

Overview

This article will help you understand, create and leverage Account Journeys in CustomerSuccessBox.

Who’s this for?

If you are responsible for setting up CustomerSuccessBox (and specifically in charge of setting up Segments and Journeys, you are at the right place. This article will help you with creating automated journeys for Accounts belonging to a specific Segment. 

Introduction

Account Journeys in CustomerSuccessBox will facilitate automated journeys for Accounts as they enter an Account segment in order to:

  1. Assign accounts automatically to CSMs
  2. Send appropriate educational, best practices and how-to emails to users of an Account which hasn't used a key feature in a while
  3. Create a renewal workflow for accounts coming up for renewals
  4. Human intervention for an account not on track

and many more

How do I Configure Account Journeys? 

There are 5 steps to configuring an Account Journey. They are: 

Step 1: Define Entry Criteria

Using enrollment rule for a journey, new Accounts and/or existing Accounts belonging to the Account segment(s) can be enrolled to the Account journey by defining:

  • Account segment(s) to track
  • Re-enrollment rule for Accounts
  • Enrollment rule for existing Accounts
REFER:

Step 2: Define what Action(s) should be taken 

Configuring Action(s) defines the set of activities that need to be performed on eligible Accounts in the Journey. Multiple levels of decision paths can be configured based on conditional checks (IF-ELSE statements). The set of Actions that can be executed are

  • Send Email
  • Human Intervention Task (HIT)
  • Assign CustomerSuccessManager
  • Assign Playbook
  • Set Account Attribute
  • Copy Attribute
  • Clear Attribute
  • Increase Account Attribute
REFER:
How to Define Action(s)?

Step 3: Define Goals once the Account Journey is initiated

Goals let you define the positive behaviour that is ideally desired by enlisting an Account in a journey. 

As soon as a rule defined for the Goal is met, all matching Accounts are tagged as 'Goal Achieved' immediately.

Depending on value of 'Exit' criteria for Goal in 'Exit' tab, CustomerSuccessBox will either:

  • Check for Goal match, mark a matching Account as 'Goal Achieved', and proceed with the next set of actions for the Account.
  • Check for Goal match, mark an Account as 'Goal Achieved', and exit Journey immediately.
REFER:
How to Define Goals?

Step 4: Define Exit criteria

Exit criteria for a journey lets you:

  • Define what to do if Goal is met for an enrolled Account. Any Account matching the defined goal for the journey will be tagged as 'Goal Achieved'. On meeting journey Goal, the Account will continue in the journey or immediately exit from the journey depending on your selection for this setting 
  • Define a rule for unenrolling a newly enrolled Account from other journeys (if active in specified journeys). This is a one-time check done on enrollment of a new Account into a Journey
  •  Define blacklist rules for unenrolling enrolled Accounts from the current Journey. All matching Accounts are exited and tagged as 'Unenrolled' immediately as soon as any exit criteria(s) is met.
REFER:
How to Define Exit Criteria?

Step 5: Enable Account Journey

Once you have configured the Journey completely, you can Enable it from Journeys page to set it live.

Similarly, once a journey is redundant and needs to be replaced with a new journey or simply switched off, you can Disable it from Journeys page.

How can I leverage Account Journeys?  

The table below summarizes a few examples of leveraging Account Journeys to meet certain use cases. 

Lifecycle
Segment
Action
Goal
Onboarding
New Accounts
Assign CSM, Round Robin Assignment
Assignment of CSM
Onboarding
New accounts, Low touch
Series for training content delivered via email for self-onboarding drip
Adoption of key features
Trial, Onboarding, Live
New Accounts, Feature not used
Send automated email to
  • To offer a consulting call 
  • To share supporting docs (best practices, how-to articles, video)
Drive Product Adoption
Onboarding, Live
Unpaid/Overdue Invoices
Send out reminder email to key stakeholders
Payment of due invoices
Live
  • Accounts created 90 days before
  • Next QBR/EBR date in 7 days from now
  • Periodic emails for QBR/EBR
  • Set next QBR/EBR date as custom attribute
Engagement
Live
Accounts with high Product Adoption
H.I.T to Engage with the right users to take specific feedback onboard
Gather Feedback
Live
Accounts with high Product Adoption
Automated email for Review on G2Crowd/NPS score/Case Study
G2Crowd Reviews / Customer agrees for case study
Renew
Subscription ending in next 60/90 days
  • Send email to reinforce value delivery
  • Create H.I.T to engage with customer
  • Add to Renewal Playbook to engage and improve health
Retention, Renewal

Contact Us

In most cases, you would have a dedicated Customer Success Manager who will be your point-of-contact for any queries or assistance. You may also,

  1. Initiate a chat directly from within CustomerSuccessBox. Use chat option from Chat icon in the left side navigation bar
  2. Create a conversation from here
  3. Send an email to support@customersuccessbox.com
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  1. Pervez

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