Start a conversation

Configuring User Details

Overview

This section will help you understand how to configure Customer User Details where you can map User roles and user personas so that we can map every user.

Who is this for?

This article is for admins responsible for setting up CustomerSuccessBox.

What will I be able to achieve?

  • Configuring and managing the Customer User Details

  • Viewing the Customer User Details on the User page

  • Bulk uploading of User Details

  • Use case for User details

Configuring and managing the Customer User Details

You often want to know the behavior patterns of specific types of users - like how often Sponsor or Point of Contact is logging into your product.  

The segregation of users plays a crucial part in analyzing any kind of user data.

For example, if you closely observe, 

  • The product team looks at the User roles 

  • Marketing/sales team refers to User personas.


User Personas are the fictional characters used to represent a specific behavior of a user type. User Role is usually the access level of the user in your application.

For a CRM company, 

  • User Personas can be Head of Sales, VP of Sales, Sales Manager, SDR, Sales Operations, etc. 

  • User Roles can be  Admin, Super Admin, End-user, etc. Usually, CustomerSuccess Managers are interested in the User Roles as well as User Personas. Understanding both helps them make intelligent moves to increase product adoption by analyzing the product adoption.

You need to follow the below steps to create and manage the User Roles.

  • Click on the Gear icon present on the top right bar of the CustomerSuccessBox dashboard. Then click on the Customer User Details option.



  • Once you are on the page, click on Add New Role button to create a new User Role.

You will have to provide the below details,

  • Roles: Name of the new user role to create. 

  • Description: A brief description of the user responsibilities.

  • Click on the Save button to finish.

  • To delete any existing User persona, click on   icon.


You need to follow the below steps to create and manage the User Persona.

  • Click on the User Personas tab to create a new User Persona. 

  • Click on Add new Persona button.

  • You will have to provide the below details,

    • Persona: Name of the new user persona to create. 

    • Description: A brief description of the user behavior

  • Click on the Save button to finish.

  • To delete any existing User persona, click on   icon.

Viewing the Customer User Details on the User page

To view the Customer User details for each user, go to the individual user page. 

  • Click on the Role or User Persona drop-down to view the roles/persona assigned to them. In addition, you can change the role or persona of the user from here.

Bulk uploading of User Details

You can import or send the data via APIs

Option 1: Importing manually

  • Click on the Gear icon.

  • Click on the Import option.

  • Download the sample user sheet, add event account ID(unique identifier of an account & User ) along with a column of User Persona, user role, etc.

  • Upload the data

Learn more about Importing data in CustomerSuccessBox here.

Option 2: Sending data via API

If you are already maintaining it in your admin application or CRM, you can even send us via APIs.

Learn more about How to import data through API here. 

Use Case for User Details

  • You can add Product Adoption Milestones that will be applicable to only a particular user role or a user persona. Say, for example, you want to check if a marketing executive is able to export data so that they can reach out to customers. Learn more about configuring the Product Adoption milestones here.

  • You can create user segments based on their role or personas. These user segments can be used to create touchpoints with specific users based on these roles. For example, if you want to have a QBR with Sponsors, or you want to send Reports to Champions, etc.

  • In CustomerSuccessBox you can also look at the Analytics Report for a specific user segment based on specific user roles.

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 can always:

  1.  Initiate a chat directly from within your CustomerSuccessBox. Use the Chat option from the Chat icon in the left-side navigation bar.

  2. Create a conversation from here.

  3. Send an email to the Support team.


Choose files or drag and drop files
Was this article helpful?
Yes
No
  1. Anu Dudhat

  2. Posted
  3. Updated

Comments