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CustomerSuccessBox 101 Training for CSMs | How to Review an Account (Part 1)

Overview

This section will help you understand how to monitor the different activities that your account performs using Accounts 360 page. You will also understand how to keep a track of their playbooks, tasks, communication for that account. You will learn how to get a quick peek of each account’s different milestones and outcomes and how well they adapt to your product.

Note: Enrol for a Free Training of  CustomerSuccessBox 101 Training for CSMs


Who is this for?

This article is primarily for the Customer Success Managers(CSM)/Account owners. The administrator needs to create an account for the CSM and assign the role of Customer Success Manager or a specific success role to them. 

What will I be able to achieve?

  • Viewing the Health of an account

  • Viewing the Milestone and Outcomes for an account

  • Managing the playbook and tasks for the account

  • Managing attributes and communication for the account

How to review an Account?

For this, you need to first log into the CustomerSuccessBox. If you don’t have access to CustomerSuccessBox, please contact the administrator for the same. In case of any other issue, please contact the Support team(support@customersuccessbox.com) at CustomerSuccessBox.

Step 1: Going to Account 360 view

This step will explain how to go to the Account 360 page to get a detailed view of any account.

  • Click on the Customers drop-down present on the top bar of the CustomerSuccessBox. Then click on the Accounts option.



  • You can view all the accounts assigned to you. 



  • Click on the account that you need to review. It will open the Account 360 page for that account.


Step 2: Viewing the contact details of the Account using Account 360 view

Here, you will get information on the parent account, its account Id, and contact details for the account. This data is directly fed through different CRM systems integrated with CustomerSuccessBox, or your administrators can provide the information manually into the system.


  • Once you are on the Account 360 page, you can see the account’s basic information at the top part of the page.



  • Here you can view details like,

    • Parent Account Name(if any)

    • Account Name

    • Account Id

    • Contact details like,

      • Billing Address

      • Email Address

      • Phone Number

  • Also, you can edit the contact details by clicking on icon. You can make changes in,



  • Account Name

  • Email Address

  • Billing Address

  • Phone Number

Click the Save button to record your changes.

Note: if this information resets to the previous value in the system. It may be because of the integration with your CRM or back-end system that uploads this information in CustomerSuccessBox. Please contact the administrator for any assistance to make necessary changes in such a case.

Step 2: Viewing the health of an account using the Accounts 360 page

This view in CustomerSuccessBox will help find the Product Adoption health status of your accounts. It will tell you how well your customers are using the features of your product.

Note: You will see correct data only if CustomerSuccessBox successfully receives product Telemetry or your administrator feeds the system using define input data. In case you are not able to see data, please contact your administrator


  • Go to the Accounts 360 page as mentioned in Step 1.

  • Click on the Health tab to view Product Adoption health.

Top view 

Below things you will see at the top of this result,

  • MRR(Monthly Recurring  Revenue): MRR field is either sent directly from Integration or you have to send Amount, billing period, billing period unit (all these 3 fields in the Subscription, to populate the data.

  • Stage: It can be Trial, Onboarding, Live, Cancelled, or any predefined stage set by your administrators like Pre-sales, etc. You can also change this by clicking on the drop-down like shown in the figure below.



Click on the Save button to confirm the changes.


  • Amount: Contract Value that is coming from the Subscription details.

  • Forecast status: You can predict the status of your account; if you think it might go into Renewal next month, you can set Forecast status to Renew, like shown in the figure below,



Click on the Save button to confirm the changes.


  • Forecast value: If you updated the Forecast status, you can also update the Forecast value of the amount you are planning to have a upsell on renewal on.



Click on the to edit this field and click the Save button to confirm the changes.



  • Success Manager: Here, you can change the Success Manager, who is the account owner. All the notifications for the account will go to the Success Manager. If you find that you are not the Success Manager for this account, you can change it by clicking on the drop-down arrow.


Click on the Save button to confirm the changes. 

  • Suppose you find any data like MRR, amount missing for your account. In that case, either CustomerSuccessBox is not correctly integrated with your Subscription systems, or subscription or invoice data is not imported in CustomerSuccessBox. 

Note: Do not click on , it will delete the account.

Product Adoption Health

The product telemetry data received at CustomerSuccessBox is aggregated once every 24 hours to indicates what products or features your customer uses. 

The administrator needs to pre-configure the threshold for this. For example, if they configure that if the customer is using at least 3 unique features in the last 14 days then the health is Good , if 1 then Average , and if none, then Poor . If the administrator has not configured anything, it will be shown as Not-calculated .

It will give you a consolidated review of how well the customers are using your product.



You will also see,

  • Features Used: It is a calendar view indicating the product usage of the customer. The darker the shade of blue color, the better is the product usage. 



  • Module Used(in the Last 14 days): Here, you will see a pie chart of the performance of each module in the past 14 days.


  • Features Used(in the Last 14 days): Here, you will see a pie chart of different features used by your customers in the last 14 days.


  • Active Users: Active users are those users in CustomerSuccessBox that have used at least any one feature of your product in the last 14 days. Here, you will see the graph of active users for the past 4 weeks. In the below figure, you can see that there has been no active user in the past 4 weeks.

  • Last Activity: Here, you will get when any of your customers last used the product.

  • License Utilizations: If the administrator is sending the information about how many licenses the account has purchased. CustomerSuccessBox calculates License Utilization as Active UserLicense (Percentage).

  • Product Stickiness: It is calculated based on the data that the administrator sends the total number of features available for your product and how many features the customers are currently using. It lies between 0 to 100, 100 being that the customer uses all the features and 0 when the customer uses no product feature.

  • Active days(Last 14 days): It indicates how many days your customer was active in the past 14 days.

  • Usage: Here, you will get the usage frequency for the account. It can either be daily, weekly, occasionally or inactive.

  • Last 60 days health: Here, you will see colored dots to indicate the Product adoption health during the previous 60 days like Green for Good, Red for Poor, and Yellow for Average.



Financial Health

In this section, you will get the financial information about your account. This type of health status will be available if and only if either your Subscription or Invoice system is integrated with CustomerSuccessBox or your administrator is providing input data of subscription and invoice. 

CustomerSuccessBox will aggregate all your subscription and invoice details once every 24 hours.


Based on the rules set by your administrator, it will show you the health as either Good or Average or Poor. 

Use-case:  If your administrator sets that if an account has an overdue invoice greater than 1K, set it to poor health. On the other hand, if an outstanding invoice is less than 500$, put it to average health, and if no overdue payment is left, show the Financial health as Good.


You can also view the below details for your account,

  • Amount( Last 6 months): Here, you can view a Billed and Paid amount graph. It will help you analyze whether your customer is regularly making payments or not.


  • MRR(Last 6 months): Here, you can view an MRR for the past 6 months.

  • Overdue Invoice Amount: It will show the amount that is pending with the account.

  • Count of Overdue invoices: It will give the total count of the number of invoices that are yet to be paid by your customer.

  • Next Billing Date

  • Subscription Ends On

  • Last 60 days health: Here, also you will find Financial Health’s status for the past 60 days.

Service Health

In this section, you will understand how well you can serve the customer by resolving their problems. The better and faster the resolution you provide, the better you can retain your customer.

Here you will get insights into how many tickets have been raised by your customer in your support system or how many new feature requests have been raised in Jira.

Note:  To get all this information, it is necessary that your administrator integrates your support system and Jira with CustomerSuccessBox or directly imports the data into the system.


Based on the rules set by your administrator, it will show you the health as either Good or Average or Poor. 

Use-case: if your administrator sets that if an account has lesser than 2 unresolved tickets in the system, it is in Good health. If it has the number of unresolved tickets between 1 and 3, the health will be average, and if the total unresolved tickets for that account are more than 3, it is shown as poor health.



You can also view the below details for your account,

  • Request Trend( Last 6 months): Here, you can view all created and resolved tickets or issues raised in your support tool or Jira for the past 6 months. It will help you analyze how frequently your customers have raised the problem and how often you resolved them.

  • Critical Request Status(Last 6 months): You can view how many critical issues were raised and resolved for the past 6 months. 


  • Overdue(Last 6 months): You will see the total tickets or issues already due. If it shows a more significant number of tickets, concentrate on that account and resolve the tickets sooner before you lose that customer.

  • Open critical tickets: It will show the total pending urgent tickets with the account.

  • Open Overdue tickets: It will show the total number of outstanding tickets.

  • Last ticket created: Date of last created ticket

  • Open critical issue

  • Open overdue issue

  • Last issue created

  • Last 60 days health: Here, also you will find Service Health’s status for the past 60 days.


Note: You cannot update any of the above information that you see for the Service Health on the Accounts 360 page. If any data is missing, please contact the administrator.


Relationship Health

This section will understand how well you are connected with your customer through emails, calls, and follow-up meetings. CustomerSuccessBox will give you aggregate information about the touchpoints that you have with your customer for the past 60 days. If it shows poor, work on those accounts. Call the customer to check are they comfortable using your product or if they are facing any issue.

Based on the rules set by your administrator, it will show you the health as either Good or Average or Poor.

Use-case: If your administrator sets that the last touchpoint in the past 15 days is greater than 5 will be shown as Good health. They may also set the rule as if the previous touchpoint for the past 15 days is between 2 and 5 is Average, and if it is lesser than 2 it will be shown as Poor health.



You can also view the below details for your account,

  • ActivityTrend( Last 6 months): Here, you can view the graph of activities performed with the customer in the past 6 months. It will help you analyze how frequently you are in contact with your customer.

  • Touchpoint Trend(Last 6 months): Here, you will see a detailed graph of how many emails, calls, or support given for the past 6 months. 



  • Last touchpoint: It will tell you when was the last time you connected with your customer.

  • Touchpoint last 90 days: It will show the total number of ways you have connected with your customer in the past 90 days.

  • Last 60 days health: You will also find Relationship Health’s status for the past 60 days.


Note: You cannot update any of the above information you see for Relationship Health on the Accounts 360 page. If any data is missing, please contact the administrator.


Risk

As a CSM, whenever you find that your customer is showing poor health, concentrate on them and try bringing them to Good health to get customers for life. But there are at times all our conversations with your customer might not go as you presumed them to happen.

So in CustomerSuccessBox, we give you an option to put up the Risk or confidence you have with the customer. And the best part is you can do this manually as per your understanding of the customer lifecycle.


Use-case : If you feel the customer is at low risk, you can simply log this by clicking on the icon as shown in figure below. Also, you can reset it back by clicking on icon.



It will keep you reminding that you must work on this account.


To record the reason for risk, follow the below steps,

  • Click on icon to show the Reason for risk drop-down menu to select the appropriate reason like Champion has left, etc.



If you want to choose any other reason, contact your administrator to add that specific reason for your system.

  • Click on the Save button to record the reason for risk.

  • Additionally, you can also add Notes by clicking on icon.


  • Click on the Save button to record the notes.


You can also record the reason for confidence, follow the below steps,

  • Click on icon to show the Reason for confidence drop-down menu to select the appropriate reason like Sponsor has left, etc.



If you want to choose any other reason, contact your administrator to add that specific reason for your system.

  • Click on the Save button to record the reason for risk.

  • Additionally, you can also add Notes by clicking on icon.


  • Click on the Save button to record the notes.




Step 3: Viewing the 90-day timeline of an account using the Accounts 360 page

This section will help you get a quick peek at the different actions taken by the users for the past 90 days. It is a visual representation of product usage metrics and consumption metrics for each of your customers. You have options to view the aggregated information on a daily or weekly basis.

Here, you must look into such accounts whenever you observe a sudden surge or dip in usage or consumption.


Here you will find the below options,

  • Aggregation: Here, you can choose whether you want to see the report daily or weekly. Click on the drop-down to select the desired value.

  • Product Usage Metric: You can select the product parameter that you want to view on the chart. Usually, you should consider the Total Features used by the customer as it will help you understand how well they are using your product. You will see different parameters related to product usage based on the product telemetry data that your administrators provide to CustomerSuccessBox.

Click on the tab to see the list of metrics you might use. You can view a combination of metrics on this chart.


  • Standard consumption metrics: You can select the common consumption parameter that you want to view on the chart. Usually, you should consider the chart of the Active Users that will help you understand how many accounts can be approached for renewal or upsell. You will see different parameters related to usage-based on the input data that your administrators provide to CustomerSuccessBox.

Click on the tab to see the list of metrics you might use. You can view a combination of metrics on this chart.


  •  Custom Consumption metrics: Here, you can select from the custom consumption metrics that your administrator has created for you. In the below figure, you will see that the user can view the bandwidth consumption of your account.



Step 4: Viewing the details about Milestone, Outcomes, Playbooks, Open tasks and alerts, Journeys using Accounts 360 page

As a CSM, you would like to know the progress of your account. This section will help you understand at which stage your customer is, how well they have adapted to the product, and are they able to achieve their set business goals or not.

Milestones

Product adoption milestones help you understand which product features the customer can use, i.e., they know how to use them.

 Learn more about Configuring and Leveraging Milestones here.

The administrators can configure these milestones if they send the product telemetry data to CustomerSuccessBox. 

The admins configure a threshold to determine whether the milestone is achieved or not.  like if they want that the milestone to be considered when the customer is able to import the data by themselves at least twice or when they are able to configure their systems are configured.

Click on the Milestone tab present at the top of the Accounts 360 page it will directly take you to the different milestones configured for the customer.



If you find,

  • Blue dots before each milestone: It means they are achieved for the customer.

  • Colorless dots before each milestone: It means they are yet to be achieved for the customer.

Playbook

The playbook is a set of prescribed processes that you must follow for a particular customer when they are onboarded or upselling or any similar activity needs to be done with them. 


Click on the Playbook tab present at the top of the Accounts 360 page it will directly take you to the different milestones configured for the customer.


Learn more about playbooks here.

Outcomes

Outcomes are business goals set by your administrators for your customers. In simple words, it is the commitment given by your pre-sales team to your customers regarding what they can achieve or what they wish to achieve by using your product.


The administrators can configure these outcomes for you or you may create them yourself using Accounts 360 page.


Learn more about Business Outcomes here.


Click on the Outcomes tab present at the top of the Accounts 360 page it will directly take you to the different milestones configured for the customer.


If you find,

  • Checked box before each outcome: It means they are achieved for the customer.

  • Unchecked box before each outcome: It means they are yet to be achieved for the customer.

Click on the before the outcome to mark it complete.

Adding a note to an existing outcome

Notes can be some additional information that you want to remember for an outcome.

  • Click on Add Note tab.

  • Add the desired note.

  • Click the Save button to finish. 


Adding manually new outcome for a customer

If you observe that a promised commitment made to the customer is not seen in this section, you may add it manually from here. Follow the below steps,

  • Click on Add New Outcome button.

  • Provide the below details,

    • Name of the outcome

    • Description of the outcome


  • Click on the Save button to finish adding this new outcome.


Journeys

The journey is an automated process created by your administrators. It will perform a set of certain actions whenever pre-defined conditions are met.

Say, for example, an Enrollment journey can be defined for all new customers. So whenever a new customer signs up they are automatically enrolled in this journey. As a part of their journey, pre-defined tasks are automatically performed like sending welcome emails, enrolling them in the Onboarding playbook, etc.

Learn more about Account Journey here.


Click on the Journeys tab present at the Accountability part of this page to see if your customer is part of any Journey in CustomerSuccessBox.


Open Tasks

Here, you can get a detailed view of all the tasks that are pending for this particular account.

Learn more about Open Tasks here.

Open Alerts

Here, you can get a detailed view of all the alerts that are pending for this particular account.

Learn more about Open Alerts here.


Step 5: Taking actions using Accounts 360 page

It is necessary that you take actions like sending an email to your customer, or setting up a meeting with them, or making an important call to them. These actions will help you establish a strong relationship with them and help you convert them into long-time customers.

All these activities can be logged in to CustomerSuccessBox using the Actionability tab.  

Learn more about Actionability here.

Step 6: Timeline of actions in Accounts 360 page

The timeline of Actions is present below the Actionability part on Accounts 360 page.

You can view a list of all the actions that you have performed like,

  • Communication: Any emails that you have sent to this account. Click on Expand to view the email sent.



  • Activity: All your tasks that are yet to be performed for this account. Click on Expand to get more details or click on icon to remove any of the items from this list. You can also search for a specific activity using the Search bar present.



  • Playbook: Status of the playbooks that your account was enrolled in like in which step of the playbook your account is currently in. You can also search for a specific playbook using the Search bar present.




  • Events: Here, you can view what is the changes that have taken place as Relationshio Health moved from Poor to Average or Usage frequency changed from weekly to daily, etc.


  • Click on Expand to get more details. You can also search for a specific event using the Search bar present.

  • Journeys: Journey details if your account is enrolled in any. You can also search for a specific journey using the Search bar present.



  • Notes: Any notes that you have added to the account. You can also search for specific notes using the Search bar present.


  • All: Contains a consolidation of the above information.



Click on Expand to get more details or click on icon to remove any of the items from this list. You can also search for a specific item using the Search bar present.


Step 7: Viewing information, custom attributes, team, NPS data for an account using Accounts 360 page 

Click on the Attributes tab present at the top of the Accounts 360 page.



In this section, you can view,

Attributes

These are custom attributes that your administrators might have created specifically for this account. It is used to map business-specific information in certain fields of CustomerSuccessBox.

Say if you want to change any one of the custom attributes, you,

  • Click on the drop-down menu present near the attribute.

  • Select the desired option.

  • Click the Save button to finish.

Information

This section contains account-related information like,

 

  • Creation date

  • Next Billing date

  • No of Tickets

  • Subscription Plan Name

  • Subscription Plan Quantity

  • Employee

  • Industry

  • Product name

  • Licenses

Most of this information is preconfigured through different integrations with your CRM or Subscription or Supporting systems.


But few fields like Creation date, Industry, and License can be edited through this page. For that, you must,

  • Hover on the field and then click on present near that field.

  • Make the necessary changes.

  • Click the Save button to finish.

Team

In this section, you will be able to assign different roles to your different team members if needed.

By default, you will see your name as Customer Success Manager. 



You can also edit this information. Say, for example, you want someone else to become the Onboarding Manager, 

  • Click on the drop-down option near Onboarding Manager

  • Select the desired person’s name.

  • Click the Save button to record the changes.

Once done all the notifications related to onboarding for this account will be sent to them.

NPS

In this section, you will see the aggregated NPS Data or NPS score of the account like how many promoters are there, how many retractors are there. 


Note: You can only view this data when you have completed the integration with our NPS tick tool.


FAQs:


  • Question: What all information comes under the Activity, Communications, Events tab?
    Answer: We show following  information under each of these types:
    Under Activity tab: We include ‘note’, ‘log’, ‘task’
    Under Communication tab: All the information related to emails, phone calls & automated emails sent via Journeys
    Under  Events Tab: We showcase following information:
    'account_health',
    'account_active_users',
    'account_usage_frequency',
    'account_license_utilisation',
    'account_status',
    'account_forecast',
    'account_risk_tag',
    'account_risk_score'
  • Question: In 90-day trend line, how can I see and focus on any one or two of the graphs?
    Answer:  Yes, you can see the focus information by disabling the bars at the bottom (shown in below screenshot).
  • Question: Can we edit/ customise the timeline from 90 days or 14 days to something else?
    Answer: No, those timeframes are standard for CSB. You can't change it. You can definitely change if you want to see daily or weekly aggregation.


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 top right-side of the navigation bar.

  2. Create a conversation from here.

  3. Send an email to the Support team.


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  1. Anu Dudhat

  2. Posted
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