The core job of a Customer Success Manager (CSM) is to be proactive. To be more proactive in their job, CSMs need triggers that can act as leading indicators.
I’m sure you must have gone through the pain when you were unaware of certain activities of customers like usage drop and till the time you got to know about it, you have already lost the customer.
In this situation, if you would have got the “Alert” for drop in Usage, you could have taken certain actions to prevent the customer from churning.
There are “n” number of triggers that can act as Alerts. By definition, what is an Alert?
Alerts work as an early warning signal that notify you about the indicators of favorable/unfavorable customer behaviors and actions. While the majority of the times, we consider Alerts to be Risk signals, at CustomerSuccessBox, we believe there are possibly 4 types of alerts:
In order to help you get started, I am sharing a few alerts that are applicable to B2B SaaS in general. You can use them as a reference and create alerts for your customers.
1. Onboarding Alerts
When you are onboarding a customer, training new users or onboarding an existing customer for different use-cases/features, you plan an ideal journey that customers should follow to successfully get value.
In case users/customers deviate from that path, you can set up Alerts and thus start working on the solution.
Or conversely, if you have already trained the user on certain features, then you would want to get an alert when they use it for the 1st time. We call these alerts Onboarding Alerts.
Few examples of onboarding alerts:
2. Renewal Alerts
You should always be on top of the customer renewal cycle. Once you know the customer is up for renewal, you can proactively reach out and understand if the customer is facing any challenges, how you can help them further with their next year's plan, re-emphasizing the value they have received from the product.
To plan those proactive actions, you can set up a few alerts which will notify you to successfully complete renewals. Few examples of renewal alerts are:
3. Upsell Alerts
There are certain triggers that can act as a leading indicator for your upselling activities like up-gradation of the plan, new licenses, etc. You would also want to get notified if a customer is using the system extensively so that you can ask for referrals or reviews.
You can configure those triggers in CustomerSuccessBox and set up the Upsell Alerts. Few examples of upsell alerts can be:
4. Risk Alerts
There are certain triggers that are leading indicators of churn. Risk alerts help you to proactively spot if something is going wrong with the customer which needs your immediate attention.
Few examples of risk alerts are as follows:
These were a few examples of alerts :)
Get in touch with your Customer Success Manager at CustomerSuccessBox to configure such Alerts for your business and get notified for the most important customer behavior.
Want to configure in CustomerSuccessBox now? Click here to see the configuration details.
Not a Customer? Request a CustomerSuccessBox Demo and learn how we can help auto-create alerts to draw the attention of your CSMs to the right account.