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Getting Started with CustomerSuccessBox

Objective 

This article will assist you with getting up and running with your brand new CustomerSuccessBox. This article will lay out the basics, considerations, and action steps that will help you self-onboard with minimum disruption.

You can always contact us as and when needed using contact options provided at the end of this article.

Who’s this for?

If you are new to CustomerSuccessBox and responsible for implementation of CustomerSuccessBox at your organization, you are at the right place. We've designed this article to help you get started as quickly as possible.

Introduction

Welcome to CustomerSuccessBox. We are so happy to have you here! CustomerSuccessBox is an actionable Customer Success software for B2B SaaS companies. 

Using our robust APIs and JavaScript libraries, you can send us activities of your customers, and maintain their attributes. Our team can also integrate with various third-party systems to bring in critical data such as subscriptions, invoice and tickets. We can also create accounts and maintain your customer’s attribute from a Customer Relationship Management system.

Login and getting access for team 

You can login from <yourdomain.customersuccessbox.com>. To get access as a user for the first time, you’d need to reset password.

To get your team members added, contact us using a contact option provided at the end of document, and provide us with a list of ‘Name’ and ‘Email Address’ of each user who will need access.

Terminology

Term

Context

Account

An account in CSB is equivalent of a customer’s tenant/instance. Health, Alerts, Milestones are calculated and maintained at an account level.

User

A user belongs to an account, and performs activity in your product. A usage event is logged against a user.

Billing System

We pull in subscription records and invoices from your billing system. Subscription(s) contain critical details such as term, billing dates, plan, mrr value, and can be used to setup alerts, segments.


Example:: Zuora, Chargebee, Zoho Billing

CRM System

A CRM is your customer database that you connect to CSB as a source-of-truth for Account and User attributes. We can also create new accounts treating your CRM as source-of-truth


Example: Salesforce Sales Cloud, HubSpot CRM

Support System

Your support system. We pull out support metrics from this which you can use throughout CustomerSuccessBox to configure health, alert and create segments.


Example: Zendesk, Intercom, Kayako

Feature

A feature is a standalone product usage event, or in other words, an action that a user takes in your product.


Example: Report Created, Report Downloaded, Email sent

Module

A module is a way to classify a group of features. We suggest grouping by product area.


Example: Reports, Dashboard, Settings

Product

Product helps with classifying modules and underlying features. In case your tenant has multiple products, it can be used to classify the particular product on your tenant that was used.


Examples: Sales, Marketing, Support

Attribute
Standard attributes are available for logging common attributes for an account as well as user. Apart from standard attributes which are available, you can always set up custom attributes for both account and user object that can be managed manually as well as via our APIs.
Stage
A stage is representative of where a tenant/instance is in it's customer journey. The lifecycle we recommend for stage is:

Trial > Onboarding > Live > Cancelled
Status
A status is representative of a subscription's lifecycle status. The standard values we recommend:

Future > Active > Suspended > Cancelled
Forecast Status
Forecast status can be used to label an account in terms of prediction based on monitoring:

Renew, Up sell, At Risk, Cancel, Convert

Role
A role usually defines the access scope or permission privileges of a user in your tenant. You can maintain this manually as well as through User APIs

Setting up CustomerSuccessBox 

Account 360

Account 360 view gives a detailed view of each account. You can build a 360 degrees view by bringing in information from various sources (such as Billing System, Support System, CRM system, Analytics system). You can either send us this data by using our robust APIs and JavaScript libraries, or we can build integrations to bring in this data from your third-party systems which are already in place.



Segments, Health, Alerts and Milestones are calculate and maintained at Account level. 

To be able to integrate and pull there are three key decisions:

When should an account be created?

We strongly suggest that a new account should be created using our Create Account API call whenever instance/tenant is provisioned at your backend. Similarly, users should be created using our Create User API call when a user is created at your backend.

 This ensures that Accounts and Users instantly show up in CustomerSuccessBox as soon as they are created. Same approach can be used for maintaining Account and User attributes on an ongoing basis by using our APIs when an account or user is updated at your backend.

Alternate can be to tie this to your subscription management system, and utilise new subscription as the trigger for creating a new account. You can always contact us if you would like us to share inputs on how best to architect this for your unique setup.

You can create custom attributes for both Account and Users as required from Settings (gear icon) > Custom Attributes to send us data that is relevant to your use case.

What should be the unique identifier for account and user?


We require a unique identifier for Account and User record that should be immutable,  and mapped to and available on third-party systems that you would be sending the data from or asking us to pull the data from.

This is the key mapping consideration, as it helps with identification of the exact record to be updated.

We recommend using tenant or instance id , as in our experience with working with multiple customers, we find that this id is most easy to replicate over all your third-party systems and results in least maintenance and troubleshooting going forward.

How to send or receive the data?

We have two ways to facilitate this - but you must pick one or the other :)

The table below should cover the options that you have:


Type

Push (send us data) OR

Pull (we integrate with your existing third-party system)

Product Usage Events

Features API


JavaScript Library Features Function

Analytics platform


Example: Amplitude, Segment, Mixpanel

Account and User attributes

Accounts API


Users API


JavaScript Library Account function


JavaScript Library User function

CRM System


Example: Salesforce Sales Cloud, HubSpot CRM

Subscription

Subscriptions API

Billing System


Example: Zuora, Chargebee, Zoho Billing

Invoices

Not Available

Billing System


Example: Zuora, Chargebee, Zoho Billing

Tickets/Conversations

Not Available

Support System


Example: Zendesk, Intercom, Kayako

Understanding Product Usage


A feature in a nutshell is an event i.e. an action that a user performs in your product. Think of 'Invoice Generate','Report Viewed' i.e. unique events that a user can perform.  Modules group Features. Product groups Modules.

We track events received over time, and let you leverage them to define rules such as:
1. Alerts - specific module sees dip in usage, features usage exceed a threshold

2. Segment - power users

3. Health - minimum feature usage to not be categorised in Poor health

4. Milestones - Specific product usage milestones that you want to track for accounts. 

We recommend defining the ideal business rule, and then working backward to understand the product usage features that need to be tracked.

Example

In this example we'll use a facetious Point of Sale SaaS application, let us call it MyPOS.

MyPOS application is used by retailers at their point of sales counters to close business.

Feature
Module
Product
Use Case
Item Scanned
Sales
MyPOS Sales
Health
Item Invoiced
Sales
MyPOS Sales
Milestone
Item Bagged
Sales
MyPOS Sales
Alerts
Invoice Generated
Billing
MyPOS Sales
Alerts
Payment Received
Payments
MyPOS Commerce
Milestone

Key Configuration Use Cases

We will keep it brief and cover the key value proposition use cases that CustomerSuccessBox covers to help you identify and act on accounts which need your attention. We are pulling in vast amount of data, it’s only reasonable to put in to your business use case.

Segments

Segments are used to group accounts with similar attributes. While creating a segment you can decide which all specific attributes that an account must have to be in that particular segment. It’s possible to setup unique health configuration for each segment.


Alerts

Alerts help you identify accounts which match a certain set of rules. An alert helps you get a signal that an account needs attention, and is used to cover use cases such as Onboarding, Risk, Upsell, and Renewal.

You can set your own alerts depending on your requirements using the data that you send to us. Alerts can be used to automate tasks for CSMs as well as enrol matching Accounts into Playbooks

Health 360

Health 360 helps you to know the current condition of an account, and helps you get four independent signals - product adoption health, relationship health, service health and financial health. It’s possible to set up a unique health configuration for each segment, and you just need to specify how you would classify ‘Good’ health and ‘Poor’ health. Any account not matching either falls into ‘Average’. If health configuration is not setup, health will not be calculated.

Milestones

Milestones are stepping stones which help you track status of true production adoption for an account. Milestones are tracked automatically on basis of product usage events that you send to us.

Milestones are tracked only the first time they meet for an account, but each milestone can be manually reset by a CSM so that it can be tracked again.

Next Steps

  1. Use this onboarding template to plan, finalise and get sign-off on. Copy it to your drive to edit and use it as a shared resource. It also contains links to developer documentation

  2. We suggest working from requirements - so identify the key use cases that you want to cover (how health should work, which alerts would the team need) and then work backwards to identify the data that you need to send us.

  3. Fill and pass on the cloned onboarding template over to developers and pass them this link.

  4. If you want CustomerSuccessBox to pull data from your system, contact us with your requirements so that we can move on it.

Who will be needed?


Stakeholders

Role

Customer Success Manager

  • Your SPOC at CustomerSuccessBox for Onboarding

  • Clears any query around implementation and onboarding challenges

  • Explains product philosophy and how to approach requirements

Customer Success SPOC

  • Helps you and us understand customer success requirements

  • Signs-off on requirements, scope and timeline for onboarding

  • Prioritises onboarding pieces and configures CustomerSuccessBox

Product SPOC

  • Finalises and sign-off on product events required to match Customer Success requirements

  • Architects product usage events delivery to CustomerSuccessBox, and identifies unique identifiers for Accounts and Users that should stay consistent across all systems from which data is to be pulled or pushed. More details in Account 360 view section.

  • Responsible to deliver product usage and adoption events from product

Integrations SPOC

  • Works with Product SPOC to ensure data flow from third-party systems (CRM, Billing, Support)

  • Owns third-party sources, how to map, and data mapping

  • Signs-off on field mapping for third-party system

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 Chat option from Chat icon in left side navigation bar.

2. Create a conversation from here.

3. Send an email to support@customersuccessbox.com

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  1. Anadi Raj Tiwari

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