Start a conversation

Full implementationGuide for Setting Up CustomerSuccessBox

Overview

This article will help you plan for a full implementation of CustomerSuccessBox. We know that figuring out what data to track to CustomerSuccessBox can feel overwhelming. Hence, we have broken this down into steps so that you will be able to get CustomerSuccessBox implemented as quickly as possible for your CS team. You should expect this planning process to have the following steps:

  1. Define Business Objectives

  2. Identify Unique Identifiers for Accounts 

  3. Identify Unique Identifiers for Users

  4. Decide which data needs to be logged in CustomerSuccessBox

  5. Map the above unique IDs to all third party tools

Who's this for?

If you are responsible for finalising the data (Customer Success Leader/Manager) and adding/maintaining Accounts/Users/Subscriptions/Invoices data in CustomerSuccessBox (developer/engineer), you are in the right place.

When should I use the full implementation Guide?

Start with this guide in case you have the unique identifiers for accounts and users available in all internal systems. 

In case the unique identifiers of accounts & user are available in the third party tools then proceed with one-click integrations to add Accounts, Users, Subscriptions and Invoices (where-ever applicable) and push the rest of the data via API and/or import the data via CSV.

In case developer bandwidth is not available for full API implementation and/or the unique identifiers are not available in any/some of the third party applications you may refer to the simple implementation guide for getting data into CustomerSuccessBox via CSV import. 

Why do we need developer/engineering support?

CustomerSuccessBox consumes data from multiple sources to calculate metrics on various Product Usage, Financial, Support/Service and Relationship parameters. These metrics can then be leveraged to configure Account health and generate timely Alerts on Risk/Up-sell.

To enable this, the developer/engineering teams would need to instrument your software/SaaS application to push product usage events and other relevant data to CustomerSuccessBox.

Terminology

Term

Definition

Account

An ‘Account’ is usually the customer that your CSM / account manager is handling. Health, Alerts, Milestones, Playbooks are all managed at an Account level. Product Usage data, Support Tickets etc are all aggregated at the account level. 


Any entity that can churn independently should be created as an ‘Account’ in CustomerSuccessBox. 


In some special cases each customer instance or each individual subscription/deal can be created as an Account as well. As a thumb rule - only create the entity as an ‘Account’ in CSB if it can churn independently

User

An ‘User’ is the end-user of your software/SaaS application and contacts with whom your CSMs engage with on a frequent basis. They are users who adopt/use your SaaS application/software 


Product Adoption, Engagement, and Support Conversations are tracked against an individual user and then rolled up to the ‘Account’. 

Subscription

Subscription represents the recurring items to which a customer has subscribed. The recurring items can be - plan, product, addons etc.


This helps your CSMs with insights into when an Account’s term is ending, product/plna name to which the customer has purchased, identify new customers and also track all the active/cancelled subscriptions in their portfolio. 

Invoice

Invoices are statements containing charges, adjustments and status of payment. 


Invoices are usually created against every subscription and are used to track the payment status, total amount due etc for every Account. 

Telemetry / Product Usage

This constitutes login events and feature usage events by the users of your software/SaaS application. 

 

This helps your CSM track and measure product adoption of each User and Account. CSB can measure health and trigger risk signals based on product adoption/ telemetry data

Support Tickets

These are chat conversations/emails that your end-users are raising in the support channel. 


This enables the CSMs to track if their (portfolio) customers are engaging via the support channel on a frequent basis and also monitor the ticket conversations, volumes, and statuses for timely interventions when required.  

Issues

Issues are bugs, new feature requests, incidents that  your CSMs create for your engineering/product team in your issue tracking platform (eg: JIRA)


This helps your CSMs monitor customer issues, new feature requests,  bugs, incidents, engineering tasks, product change requests that they have raise on behalf of the customer

How do I plan for a full CustomerSuccessBox implementation?

You should be prepared to invest a fair amount of time to decide which data to track and analyse; as well as which processes you want to set-up & measure in CustomerSuccessBox. The time you invest here will save you a lot of time and effort in the future when new use cases are identified. 

Following CustomerSuccessBox’s best practices will enable you to complete the implementation as quickly and efficiently as possible. 

STEP 1: Define Business Objectives

How do I define my Business Objectives?

You start your implementation of CustomerSuccessBox by defining what Business Goals/Objectives you want to achieve in the next 3 / 6 / 12 months. Begin with what is the most pressing use-case/issue that you want to address first. Addressing the the following points might help you in setting your objectives - 

  1. Do I have Visibility into CSM’s activities and portfolio?

  2. Is the Health calculation Automated / real-time? 

  3. Should I reduce the Logo / MRR churn? 

  4. Should I increase the Net Retention Revenue (NRR)? 

  5. How can I make processes / CSMs more Proactive? 

  6. Do I have visibility into the customer journey / lifecycle? 

  7. Which processes (eg: onboarding, QBR, Renewal etc) should be standardized first? 

  8. How can my CSMs influence adoption and advocacy in their Portfolio? 

  9. Which process should be automated to improve CSM productivity? 

  10. Am I able to seamlessly create management level reports on organization metrics? 

We recommend discussing with all the stakeholders to finalize your business objectives and then documenting them in this sheet

STEP 2: Prerequisites

Once you have access to your CustomerSuccessBox instance, here are some prerequisites that need to be defined before you can start adding Accounts, Users and Subscriptions.

Setup Customer Lifecycle Stages


CustomerSuccessBox allows you to create Customer Lifecycle Stages to track an account's progress through these stages. You can create custom stages if your business case needs a few - but they will always be classified under one of 4 Stage Types - 

  1. Trial: When the account is Trying your Product

  2. Onboarding: When a new customer is being on-boarded, usually for the first 90 days.

  3. Live: Onboarding is complete and the account is now live. This stage can sometimes also be called the Retain or Retention stage.

  4. Cancelled: This is the last stage when Customer Churns out and cancels the Product subscription. 

Refer to this support article on Configuring Customer Lifecycle Stages to know how to create your own stages.

Setup User Details


CustomerSuccessBox allows you to create User Roles and User Personas to help you in categorizing the users within each account who are using your platform. Before you add your Users to CustomerSuccessBox, you should define what your User Roles and User Personas should be.

  1. User Roles: Are usually the access level of the user on your platform

  2. User Personas: Are the fictional characters used to represent a specific behaviour of a user-type.

Refer to this support article on User Roles and User Personas to know more and also configure your own.

Setup Customer Subscription Status


CustomerSuccessBox allows you to create Subscription Statuses for all subscriptions for your accounts. You can create custom statues if your business case needs, however they will always be classified into - these four standard Subscription Status Types:

  1. Active: Defines an active subscription that is currently in use by the account

  2. Cancelled: A cancelled subscription once the same has been cancelled by the customer

  3. Future: A subscription that is not currently active but will become active in future

  4. Suspended: A subscription that has been temporarily paused with plans to activate in future.

Refer to this support article on Configuring Subscription Statuses to know more and also configure your own.

Setup Team Roles


Team Roles are custom roles defined for the Customer Success teams. If your organisation follows processes where more than one manager is assigned to a single account, Team Roles are the way to go. By default we have Customer Success Manager added as a team role but you can add more based on the processes you follow internally.

Refer to this support article on Leveraging Team Roles to know more and configure your own roles.

Setup Custom Attributes

CustomerSuccessBox allows you to capture your unique business data in cases where the standard fields provided by CustomerSuccessBox are not sufficient. When you create a custom field, you can control where you want it to appear and where you would populate information into the same. A custom attribute can be defined at an Account, User and Subscriptions level, depending upon the information you want that attribute to hold.


Refer to this support article on Custom Attributes to know more and create your own custom attributes.

Setup Primary Currency

On CustomerSuccessbox, you can define your primary currency which will ensure all details related to billing and subscription for your accounts are calculated in your native currency or the currency you use to bill your customers. 

Refer to this support article on Defining Primary Currency to set up your own currency on CustomerSuccessBox.

STEP 3: Decide which data needs to be logged in CustomerSuccessBox

How do I define what data needs to be tracked in CustomerSuccessBox?

With the business objectives defined, the next step is to define what data needs to be tracked in CustomerSuccessBox so you can achieve them. Here are some questions that you need to ask yourself to get started on finalising which data needs to be present in CustomerSuccessBox

  1. On what basis should I Segment my customers (eg: MRR, region, plan, stage)? 

  2. How should I Segment my Users? 

  3. How will I know how many customers are coming up for renewal in the next 90 days? 

  4. Should I standardise my internal processes like QBR, Onboarding, Renewals? 

  5. Adoption of which features would be indicative of a successful onboarding / customer? 

  6. What features in my SaaS application / software should my customers be using on a frequent basis to be called a Healthy customer? 

  7. What are the Service, Financial and Relationship parameters on the basis of which Healthy customer can be defined? 

  8. How can I proactively identify upsell opportunities across the portfolio

  9. How can I proactively identify customers at Risk? Think in terms of 

    1. Overdue Invoices Count/Amount

    2. No touchpoints / engagement with customer

    3. Too many support tickets

    4. Specific features in the application not being used


Needless to say, we recommend documenting the data that needs to be tracked in CustomerSuccessBox in this sheet. Once finalized, share this with your engineering/development teams so they know which data needs to be sent to CustomerSuccessBox.

Which data should I log in CustomerSuccessBox?

Different data that can be sent and managed in CustomerSuccessBox can be categorized into the following objects:

  1. Account data

  2. User data

  3. Subscription information

  4. Product Adoption / Telemetry data

  5. Invoice information

  6. Support Tickets / Conversations

  7. Emails / Meetings

  8. Issues

Your business stakeholders (typically Customer Success Director/Manager) will share a document similar to this onboarding template. For data that needs to be pushed, refer to

  1. 'product_usage' sheet for product usage data 

  2. field_mapping' sheet for Account/User/Subscription data

NOTE: 

If you have not received the onboarding sheet yet, you can clone a copy, and get the right stakeholder to fill this in or reach out to your  Customer Success Manager to enable this for you. 


Table below details out which are the mandatory fields, required fields and good-to-have fields for Accounts, Users, Subscriptions, Invoices, Product Usage data and Support conversations. 

 


Object

Mandatory Data

Required Date

Good-to-Have Data

Accounts

event_account_id

Name

Created_on

Licenses

billing_state/ billing_country

industry

stage

Users

event_account_id

event_user_id

First_name and last_name

email, created_on

role_name / persona_name

title

Is_disabled

Subscription

event_account_id

external_subscription_id

status

amount

mrr

subscription_start_on

subscription_ends_on

plan_name

product_name

billing_period

billing_period_unit

next_billing_on

activated_on (YYYY-MM-DD)

Product Usage/ Telemetry

account_id

user_id

product_id

feature_id

module_id

timestamp

account_id

user_id

feature_id

module_id

timestamp


Support Tickets

email of user

(or)

account_id and email of user




STEP 4: Identify Unique Identifiers for Accounts

What is an Account ID?

An account ID uniquely identifies an account in CustomerSuccessBox. This can either be the domain of the account, or the numeric/alphanumeric ID that is generated in your tenant or any third party application. 

Why do you need a unique Account ID?

The unique Account ID acts as the primary key for the account, so data sent via any application (CRM, Subscription/Billing, Segment, Analytics) and/or method (API, JS library) can be mapped to the respective account already created in CustomerSuccessBox.

This helps build a complete customer view with the data that is pulled from all the sources

What are the Sources for Account ID?

Source of ID

Which ID? 

Recommended / Acceptable

Pros

Cons

Domain

Domain picked from the email addresses of the Account

Recommended

No need to map the account ID in other systems

Won’t work in case of Parent-Child hierarchy

Tenet / Backend

ID generated on new account creation

Recommended

Future proof - covers all use cases


CRM 



(eg: Hubspot, SFDC)

ID field from the Companies / Account object

Acceptable


Not Future Proof - In case you move to a new system you would need to engineer the ID mapping to internal systems again

Subscription / Billing 



(eg: Stripe, Chargebee, Quickbooks)

ID field from Customer/Account Object 

Acceptable


Not Future Proof - In case you move to a new system you would need to engineer the ID mapping to internal systems again

STEP 5: Identify Unique Identifiers for Users

What is  User ID?

User ID uniquely identifies an user in CustomerSuccessBox. The unique user ID can either be the email address of the user or can be an integer/alphanumeric ID that is generated either in your tenant or in any other third party application

Why do you need a unique User ID?

The unique User ID acts as the primary key for the user, so data sent via any application (CRM, Support, Analytics, Gmail) or method (eg: API, JS Library) can be mapped to the respective user already created in CustomerSuccessBox

This helps build a complete user view with the data that is pulled from any of the sources.

What are the Sources of unique User ID?

Source of ID

Which ID? 

Recommended / Acceptable

Pros

Cons

Backend/ CRM/ Support/ Analytics/ Segment


email address of the User 

Recommended

Best source of User ID as it is available in all systems by default


Tenet / Backend

ID generated on new user creation

Acceptable

Automatically generated ID

Engineering effort required to map ID to all internal systems

STEP 5: Map unique Identifiers to all third party tools

Why should I map the unique identifiers to all third party tools?

CustomerSuccessBox aggregates data pulled from different third-party tools - like your CRM, Subscription, Support, and Analytics applications; as well as data pushed via APIs/JS. With this aggregated data, CustomerSuccessBox calculates Health, Segments, Alerts and Milestones. 

The unique identifiers act as primary keys, so the data from these applications can be mapped to the respective Account/User/Subscription that is already created in CustomerSuccessBox

Where should I map the Account ID?


Source of ID

Which ID? 

Where to Map?

Tenet / Backend

ID generated when a new account is created

Create a custom field in all third party tools in the accounts/customers object and map the id there

CRM 

(eg: Hubspot, SFDC)

ID field from the Companies/Accounts object

Create a custom field in all other third party tools in the accounts/customers object and map the id there

(AND)


Pass the CRM id to backend when account is created in the tenant

Subscription / Billing 

(eg: Stripe, Chargebee, Quickbooks)

ID field from Customer/Accounts Object


(OR)


ID field from the Subscriptions Object 

Create a custom field in all other third party tools in the accounts/customers object and map the id there


(AND)


Pass the ID to backend when account is created in the tenant

Domain

Domain picked from the email addresses of the Account 

Domain will be picked from the email address in each of these systems. No need to map the account ID in other systems. 


Where do I map the User ID?

Source of ID

Which ID? 

Where to Map? 

Tenet / Backend or CRM or Support Tool or Analytics Tool

email address of the user

None required. Email ID of the user is usually present is all third party systems by default

Tenet / Backend

ID generated when a new user is created


Use this ID only one Email ID cannot be used a unique identifier for Users

Create a custom field in all other third party tools in the Contacts/Users object and map the id there

CRM 

(eg: Hubspot, SFDC)

User ID field from the Contacts/Users Object


Use this ID only when the Email ID cannot be used a unique identifier for Users

Create a custom field in all other third party tools in the Contacts/Users object and map the id there


(AND)


Pass the CRM id to backend when account is created in the tenant

Support

email

None required. Email ID of the user is usually present in all third party systems by default.

Analytics Tool

email

None required. Email ID of the user usually is present in all third party systems by default.


Completing a full CustomerSuccessBox implementation

Overview

This article will help you complete the full implementation of CustomerSuccessBox. We have broken this down into steps so that you will be able to get CustomerSuccessBox implemented as quickly as possible for your CS team. You should expect this implementation process to have the following steps:

  1. Adding Accounts

  2. Adding Users

  3. Adding Product Usage / Telemetry Data

  4. Adding Subscriptions

  5. Adding Invoices

  6. Adding Support Tickets

  7. Adding Issues


Who's this for?

If you are a developer/engineer who is responsible for adding and maintaining Account, Users, Subscriptions, Invoices and product usage data in CustomerSuccessBox, you are in the right place.

How do I complete the full CustomerSuccessBox implementation

Following CustomerSuccessBox’s best practices listed below will enable you to complete the implementation as quickly and efficiently as possible. It will also enable you to be prepared in the future - when new data may be required to be pushed to CustomerSuccessBox.

NOTE:

Before proceeding with the steps laid out in this article ensure that you have implemented Steps 1 to 5 in the “Planning for a Full CustomerSuccessBox implementation” article. 

Getting data via Integrations :

There are multiple sources from where you can choose to add information to CustomerSuccessBox. Please refer to which Integrations has been bought by your team while purchasing CSBox.

  1. API: CustomerSuccessBox provides HTTP API and JavaScript client library for managing resources and tracking Feature events. Data that can be sent via API:


Refer to this Developer’s Document for more information on how to get data to CustomerSuccessBox.

  1. CRM Platforms: CustomerSuccessBox integrates with CRM platforms (HubSpot/Salesforce) to get over metadata. Here are the data sources that can be brought over via integrations with your CRM platform:

    • Accounts

    • Users

    • Subscriptions

    • Logs (Meetings/Emails/Tasks etc.) for HubSpot Integration Only.

Refer to these Support Articles (HubSpot Integration, Salesforce Integration) to know more on how to integrate CustomerSuccessBox with your CRM platform. If you are using any other CRM, do reach out to your Implementation engineer at support@customersuccessbox.com

2. Subscription/Billing Platforms: Similar to CRM integrations, CustomerSuccessBox integrates with multiple billing/subscription platforms like Stripe, Chargebee, Quickbooks, Zoho Subscriptions, etc. You can leverage these integrations to bring over the following data:

  • Accounts

  • Subscriptions

  • Invoices

Refer to these Support Articles to know more about how to integrate CustomerSuccessBox with your Billing/Subscription platforms.

3. Analytics Platforms: CustomerSuccessBox has the ability to integrate with analytics tools such as Segment.com and Mixpanel to bring over data. Here are the data sets that can be brought over using these platforms:

  • Product Usage/Telemetry

Refer to these Support Articles to know more about how to integrate CustomerSuccessBox with your analytics platforms.

4. CSV Import: Data can also be manually imported to CustomerSuccessBox via CSV in case integrations are not an option. Here are some of the data sets that can be imported via CSV along with sample import  templates.

  1. Accounts

  2. Users

  3. Subscriptions

  4. Invoices

  5. Support Tickets

  6. Issues (Jira)

Refer to this Support Article to know more about how you can import data to CustomerSuccessBox via CSV

STEP 6: Adding Accounts

Why should I add Accounts to CustomerSuccessBox? 

Accounts need to be created in CustomerSuccessBox so your CS / Account Management teams can measure and track the Health of every customer, and to proactively identify customers at risk to save them from churning by executing proactive actions and hence save MRR.

When should I add Accounts and How can I add them to CustomerSuccessBox?

Table below details out different sources for creating a New Account in CustomerSuccessBox and when they should be added from the said source. 


NOTE: 

You may use any combination of the approaches below to add and maintain account attributes in CustomerSuccessBox. 

For eg: You may create an account via API and sync other account level attributes from your CRM, Subscription applications. 



Creation Source

Creation Trigger 

How? 

When to Use?

Metadata Sync Source

Backend / Tenant

Account Provisioned in backend

API / JS / PHP / Node.js

When accounts need to be created in CSB instantly. 

Strongly Recommend

API / CRM / Subscription / Billing / Segment / CSV import

CRM

When Account is created in CRM

(OR)

Deal / Opportunity Type and Stage (eg: all closed-won from New Business)

(OR)

Boolean Fields at account / opportunity level (eg: CSM Account = true)

CRM integration doc

When the unique Account ID is mapped in CRM

(AND)

When Accounts / Deals / Opportunity data entered by the Sales team in CRM is up to date. 

API / CRM / Subscription / Billing / Segment / CSV import


Subscription / Billing

Account is created in Subscription / Billing System

(OR)

New Subscription is created

Subscription Integration Doc

When the unique Account ID is mapped in the Subscription platform

API / CRM / Subscription / Billing / Segment / CSV import

Segment.com

When Group call is passed to Segment

Segment Integration Doc

When the unique Account ID is available in Segment Group Call


(AND)


Most of the required metadata is being passed in Segment Group Call

API / CRM / Subscription / Billing / Segment / CSV import

Analytics Platforms like (Amplitude, Pendo, Mixpanel)

When any user under the account Logs-in

Analytics integration Doc

When the unique Account ID is available in the Analytics Platform


(AND)


Most of the required metadata is being passed in the Accounts Object

API / CRM / Subscription / Billing / Segment / CSV import

CSV import

Manual

CSV import Doc

When IDs are not available in Third party systems

(OR)

When all required user metadata is not available in any third party systems

(OR)

API integration will get delayed

API / CRM / Subscription / Billing / Segment / CSV import



Supporting Documents for Adding Account:

STEP 7: Adding Users

Why should I add users to CustomerSuccessBox?

Adding ‘Users’ enables your Customer Success team to track product adoption, and engagement with each and every user / individual using your SaaS Application / Software. WIth this data in CustomerSuccessBox they will be able to drive adoption at individual user level by targeting specific categories of users (eg: Admin Users, CEO, Champion). 

What should I do if our SaaS platform is not adopted/used by users? 

In case your platform is not used by users, but your health is measured on the basis of a lot of system generated events (eg: API call, Transactions Processed etc), you can create a System User(dummy user) in CustmoerSuccessBox and track product usage against this system user. 

When should I add users and How can I add them to CustomerSuccessBox? 

Table below details out different sources for creating a New Account in CustomerSuccessBox and when they should be created from the said source.


NOTE: 

You may use any combination of the approaches below to add and maintain user attributes in CustomerSuccessBox. 

For eg: You may create an user via API and sync other user attributes from your CRM, and Segment. 


Creation Source

Creation Trigger

How?

When to Use? 

Metadata Sync Source?

Tenant /

Instance

Provisioning

Create User API

When users need to be created in CSB instantly. 

Strongly Recommended

API / CRM / Segment / CSV import

CRM

User / Contact Added under a Account that is added to CustomerSuccessBox

CRM Integration

When the unique Account ID and User ID is mapped in CRM

(AND)

When the contacts metadata is available in CRM

API / CRM / Segment / CSV import

Support

Support ticket created

Support Integration


API / CRM / Segment / CSV import

Segment.com

When Identity call is passed to Segment

Segment Integration Doc

When the unique Account ID and User ID is available in Segment Identity Call

(AND)

Most of the required metadata is being passed in Segment Identity Call

API / CRM / Segment / CSV import

Analytics Platforms like (Amplitude, Pendo, Mixpanel)

First feature user by the User

Analytics Integration

When the unique User ID is available in the Analytics Platform

(AND)

Most of the required metadata is available in the Users Object

API / CRM / Segment / CSV import

CSV Import

Manual at your discretion 

CSV Import Doc

When all required user metadata is not available in Third party systems

(OR)

API integration will get delayed

API / CRM / Segment / CSV import



Supporting Documents for Adding Users:

STEP 8: Adding Telemetry data

Why should I add telemetry data to CustomerSuccessBox? 

Integrating Mixpanel with CustomerSuccessBox, enables you to 

What constitutes Telemetry data? 

This constitutes product adoption / feature usage data by the users of your SaaS application / software. Product usage by your customers can be tracked at a Feature, Module and Product level in CustomerSuccessBox. Events/user actions is logged along with the Account and User details for analysis

Customer Success teams might sometimes require certain specific data points from your internal systems/data warehouse as well (for eg: Total no. of students if you are a school management platform, Total no. of projects if you are a project management platform). Such data points need to be pushed as custom attributes - the on-boarding sheet will specify this.


NOTE: 

Your Product Manager/Customer Success Manager, will identify and fill the events/user actions (Features) and their corresponding Modules and Product in the onboarding template. In case this is not shared with you, reach out to your Customer Success Manager and they will share the details.


What is a Feature, Module and Product?

Term

Context

Feature

A feature is a standalone Event/User Action recorded/performed 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 the 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, Engagement


 Example: Consider 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. The table below will explain Features, Modules and Products


Feature

Module

Product

Item Scanned

Sales

MyPOS Sales

Item Invoiced

Sales

MyPOS Sales

Item Bagged

Sales

MyPOS Sales

Invoice Generated

Billing

MyPOS Sales

Invoice Printed

Billing

MyPOS Sales

Payment Received

Payments

MyPOS Commerce

Refund Processed

Payments

MyPOS Commerce

Loyalty program opt-in

Engagement

MyPOS Engage


Why do I need to define Features, Modules and Product? 

CustomerSuccessBox logs all the Feature usage events by each User along with the timestamp. Usage is calculated by aggregating all the events/activities at an Account level or a User Level. Usage is in turn aggregated at a 

  1. Features level: Number of time a specific feature was used 

  2. Modules level: Sum total of the number of times all the features under the Module are used

  3. Products level: Sum total of the number of times all the modules under a specific Product are used

With this aggregated data you will be able to, at -

  1. Account Level: Configure Lists,  Health, Alerts and Milestones on the basis of :

    • Features adoption:  Aggregates the usage of each Feature by all Users of the Account

    • Modules adoption: Aggregates the usage of all Features grouped under the Module by all Users of the Account

    • Product adoption: Aggregated the usage of all Modules grouped under the Product by all Users of the Account

  2. User Level: You will be able configure User Segments on the bases of-

    • Features adoption:  Aggregates the usage of each Feature by the User

    • Modules adoption: Aggregates the usage of all Features grouped under the Module by the User

    • Products adoption: Aggregates the usage of all Modules grouped under the Product by the User

How do I Log Events/User Activities in CustomerSuccessBox? 

  1. via API/JS Libraries: Fill out the Features, Modules and Product that you want to track in the onboarding template and share this with your Developer/Engineer. You can then use our JavaScript Library Features Function (Recommended) or Features API  to push the events/user actions to CustomerSuccessBox

  2. via Integrations: Events/user actions can be pulled to CustomerSuccessBox from any analytics tools you might be using like Segment, Mixpanel or Amplitude.

    Note : Please be selective in sending data to CSB. You can send only 200 features (at max) in CSB. And you would always want to keep a buffer as your product grows, you will want to add features. It is advisable to add only upto 20-40 features in CSB at first go.

Supporting Documents for Adding Telemetry:

STEP 9: Adding Subscriptions

Why Should I add subscriptions in CustomerSuccessBox? 

Adding Subscriptions in CustomerSuccessBox, enables your CSMs to 

  • Set up Financial Health

  • Have a 360-degree view of your customers

  • Configure Risk Alerts on Invoice/Subscription status, Due/Paid Amount, Due/Paid Dates

  • Segment Accounts on MRR, Amount, Plan Quantity, Plan Names, Invoice Status, etc. 

When should I add Subscriptions and How can I add them to CustomerSuccessBox 

Table below details out different sources for creating a New Subscription in CustomerSuccessBox and when they should be created from the said source.


Creation Source

Creation Trigger 

How? 

When to Use?

Metadata Sync Source

Backend / Tenet

Subscription Creation

Create Subscriptions API 

When subscriptions are managed in internal systems

API / CRM / Subscription / Billing / CSV import

CRM

Deal / Opportunity is in a certain stage 

(eg: Deal Marked closed-won)

CRM Integration Doc

When the unique Account ID and Subscription ID is available in CRM 

(AND)

When deal/opportunity status/stages are diligently updated in CRM

API / CRM / Subscription / Billing / CSV import


Subscription / Billing

New Subscription / Account is created

Subscription / Billing integration Doc

When the unique Account ID is mapped in the Subscription platform. 

Strongly Recommended

API / CRM / Subscription / Billing / CSV import

CSV import

Manual

CSV import Doc

When you are maintaining your subscription data in Excel sheets

(OR)

When IDs are not available in Third party systems

(AND)

API integration will get delayed because of Dev Dependency

API / CRM / Subscription / Billing / CSV import



Supporting Documents for Adding Subscriptions:

STEP 10: Adding Invoices

Why should I add Invoices to CustomerSuccessBox? 

Integrating QuickBooks with CustomerSuccessBox, enables you to 

  • Set up Financial Health

  • View all Invoices for a particular Account in CustomerSuccessBox

  • Configure Risk Alerts on Invoice status, Due/Paid Amount, Due/Paid Dates

  • Segment Accounts on Due Amount, Invoice Status, Due Dates etc. 

When should I add Invoices and How can I add them to CustomerSuccessBox 

Table below details out different sources for creating New Invoices in CustomerSuccessBox and when they should be created from the said source.


Creation Source

Creation Trigger 

How? 

When to Use?

Backend / Tenet

Invoice Creation

Create Invoice API 

When invoice are managed in internal systems

Subscription / Billing

New Invoice is created

Subscription / Billing integration Doc

When the unique Account ID / Subscription ID is available in the Subscription platform. 

CSV import

Manual

CSV import Doc

When IDs are not available in Third party systems


(AND)


API integration will get delayed because of Dev Dependency


Supporting Documents for Adding Invoices:

STEP 11: Adding Support Tickets

Why should I add Support Tickets to CustomerSuccessBox? 

Adding Support Tickets in CustomerSuccessBox enables you to 

  • View support conversations raised by each customer in one single place

  • View Service metrics

  • Configure Risk Alerts on Overdue Tickets, Total Tickets Raised, Critical Tickets

  • Set up Service Health

  • Segment Accounts on Overdue Tickets, Total Tickets Raised, Critical Tickets

When should I add Support Tickets and How can I add them to CustomerSuccessBox 

Table below details out different sources for creating New Tickets in CustomerSuccessBox and when they should be created from the said source.


Creation Source

Creation Trigger 

How? 

When to Use?

Support Tool

New Ticket Created

Support Integration Doc

When your support team uses a support toll to manage support tickets

CSV import

Manual

CSV import Doc

When the required IDs are not available in Support tool


Supporting Documents for Adding Support Tickets:

STEP 12: Adding Issues

Why should I add Issues to CustomerSuccessBox? 

Adding Issues in CustomerSuccessBox enables you to 

  • Associate JIRA cards/issues having bugs, technical tasks, new feature requests, any incidents etc to the specific account

  • Import or sync JIRA cards to Issues in CustomerSuccessBox

  • Have a 360 degree view of your customer's request & status update by the development team on various issues.

  • Configure Risk Alerts on the basis of properties of Issues

  • Set up Service Health configuration on the basis of trend of issues

  • See the trends of issues request coming from each customer

When should I add Issues and How can I add them to CustomerSuccessBox 

Table below details out different sources for creating a New Issues in CustomerSuccessBox and when they should be created from the said source.


Creation Source

Creation Trigger 

How? 

When to Use?

JIRA 

New Issue Created

JIRA Integration Doc

When your teams use JIRA to track issues/bug/feature request resolutions

CSV import

Manual

CSV import Doc

When you use any other source to manage customer issues/bugs


Supporting Documents for Adding Issues:

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 may also,

  1. Initiate a chat directly from within CustomerSuccessBox. Use Chat option from top right navigation bar

  2. Create a conversation from here

  3. Send an email to support@customersuccessbox.com

Choose files or drag and drop files
Was this article helpful?
Yes
No
  1. Deepshikha Chakraborty

  2. Posted
  3. Updated

Comments