This article will help you understand, configure and leverage Milestones in CustomerSuccessBox.
Who’s this for?
If you are responsible for managing the customer success team (mainly admins), this article will help you understand how to track key product activities that your customers should take within your product on their path to realising value.
The core purpose of Product Adoption Milestones is to keep a track and let CSMs know how the product is being used (product adoption), and where exactly the account is in its journey.
Product Adoption Milestones can apply on a specific segment(s) which imply that you can track different set of milestones for different segments.
A Product Adoption milestone is tracked by CustomerSuccessBox and completed only when the product usage rule defined for that milestone is deemed to have been met.
CustomerSuccessBox considers the product usage data that you send to keep a track of this.
You can configure Product Adoption Milestones from Automation > Product Adoption Milestones. Product Adoption Milestones can be re-ordered by clicking on the six dots on the left side and rearranging as needed. This impacts the order of Milestones as shown within an Account.
To add a new Milestone, click on the ‘Add New’ button on the top right corner. You can decide which Account Segment(s) it will be tracked for.
Then you can define features or/and modules in rules that should be tracked so that when those conditions are met on an account, the milestone is deemed to have been met.
Leveraging Product Adoption Milestones
Track Account Product Adoption Milestones
If you want to track Milestones for an Account, access the account you want to track milestone for, and access ‘Milestones’ tab.
Product Adoption Milestones, once met for an account are not tracked again. If you want to re-track a completed Milestones for an Account, you can manually reset that milestone.
Track Product Adoption Milestone as an outcome of a playbook step and automate
Product Adoption Milestones can also be utilised in Playbooks. By default, you need to manually progress an Account from previous step to the next Step.
This is where Product Adoption Milestone proves beneficial as they let your team target product outcome instead of purely relying on activity (such as emails and tasks) as a measure of completion.
While adding or editing Steps, you can also specify a Product Adoption Milestone to be tracked for that step. This gives you visibility into milestones that are relevant to the playbook step.
Also you can enable “Auto Progress” to auto-transition an account on current step to next step on meeting the specified milestone.