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Configuring Customer Lifecycle Stages


This section will help you understand how to configure the Customer Lifecycle.  Lifecycle stages will help you categorise the customer and define strategies best suited during that stage. It will help you to send personalised communications to further strengthen your bond with the customers.

Who is this for?

This article is primarily for the admin responsible for setting up CustomerSuccessBox.

What will I be able to achieve?

  • Setting up and managing Customer Lifecycle.

  • Viewing the Customer Lifecycle stage on Accounts 360.

Setting up and managing the Customer Lifecycle stages

CustomerSuccessBox allows you to define life cycle stages for your customer. It also helps to categorise and review your customer based on the stage they are currently in. 

You can create custom stages if your business needs. However, they are generally categorised into four standard lifecycle stages on CustomerSuccessBox.

Four Lifecycle Stages Types are:

  1. Trial: When the account is trying your product.

  2. Onboarding: When a new customer gets onboarded. It is usually the first 90 days of their journey.

  3. Live: Once the onboarding is complete, the account is considered ‘LIVE.’ This stage is often referred to as Retain or Retention.

  4. Canceled: This is the last stage when the customer churns out and cancels the product subscription. 

 You need to follow the below steps to create and manage the business outcome.

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

  • Click on the Add stage button to create a new stage( part of an existing stage).

  • You will have to provide the below details,

    • Stage name: It is the name of the sub-stage.

    • Stage type: Here, you will select the stage to which it belongs to. For example, Integration, Training is a sub-stages for the Onboarding Stage.

    • Description

  • Click on the Save button to finish.

  • Once the new stage is created, you can see it on the Customer Lifecycle stage page. You can reorder the stages using 8 dots icon present beside each stage.

Note: Although some businesses may also use stages like “Upsell” or “Renewal” as separate stages. But we see them as signals. Hence it is preferred that you set them as Alerts or Segments instead of stages. So they are not included in the default stage.

Viewing the Customer Lifecycle stage on Accounts 360 page

To view the Customer Lifecycle stage for each account, go to the individual account page. 

  • Click on the Stage drop-down to view the available stages in which you can enroll them. In addition, you can view or change the lifecycle stage of the account from here.

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.

Send an email to the Support team.

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  1. Deepshikha Chakraborty

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