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Configuring Customer outcome


Overview

This section will help you understand how to configure Customer Outcomes. Customer Outcomes are the business objective that customers want to achieve when they purchase your tool or solution. In CustomerSuccessBox, you can create Global Outcomes which will be applicable to all the customers & you can set up individual business outcomes for customers.

The most promising use-case is when you conduct a QBR with customers and knows about the business outcomes they want to achieve, you can track them by setting up Customer Outcomes in CustomerSuccessBox.

Who is this for?

This article is primarily for admins responsible for setting up CustomerSuccessBox and CSM who will be using Outcomes to track the achievement of Business Goals.

What will I be able to achieve?

  • Configuring and managing Customer outcomes

  • Associating an outcome to Playbook

  • Tracking Customer outcomes at an account level

  • How to manage outcomes

Configuring and managing the Customer outcome

Every customer who has purchased your product to achieve a business objective. 

Let’s take an example that your product is a CRM. In that case, a few customers might have bought your product to increase sales while few others have purchased to automate their process. So you would need to create different business outcomes aligned to their business goals. You can also treat Customer Outcomes as the use-cases customer wants to achieve using your product or solution.

You will see an increase in the retention of customers if you help them meet their business outcomes by delivering value to them at every stage of their journey.

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 Outcomes option.


 

  • Here, you can view all the existing customer outcomes.



  • Click on Add outcome to create a new business outcome.



  • You will have to provide the below information,

    • Name of the business outcome.

    • Description: Here, you will provide a brief description of the business outcome. So CSMs will know when to mark the outcomes as achieved.

  • Click on the Save button to finish. You can see the newly created outcome on the page.


Note: All these business outcomes are created globally and present across all accounts


  • You can reorder the outcomes using 8 dots present beside each outcome.



  • You can also search for an outcome by its name using the Search bar present at the top of the page.



  • You can also delete an existing outcome by clicking on   icon.

Associating an Outcomes to Playbooks

Playbooks help you define processes that are needed to achieve a defined goal for your customer. You can associate a playbook with Customer outcomes. Learn how to associate outcome with playbook here.



Tracking Customer outcome at an Account level.

Business outcomes need to be tracked at the Account level. By default, all the Business Outcomes gets associated with all the accounts.  You can create an outcome that is specific to each account.


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

  • Click on the Outcome tab to view the business outcomes available for them.


  • While you are working on the business outcome, you might need to add some notes. This can be achieved by following the below steps.

    • Click on Add Note action.


  • Enter your desired note, and click on the Save button to finish adding.

  • Any notes that are added for the business outcome will be visible below the outcome name on this page.

  • You can also edit an existing note associated with an outcome by following the below steps.

    • Click on Edit Note action.


  • Make the necessary changes, and click on the Save button to finish.



Note: The notes added for the outcomes are only visible for that individual account.


How to manage outcomes

When you are on the individual accounts page, it is necessary to keep track of their progress. It can be achieved by managing the business outcomes for these accounts.


To manage the Business outcome for each account, go to the individual account page. 

  • Click on the Outcome tab to view the business outcomes available for them.


  • It will show the completion date for the outcome. It will also show who had completed that outcome.

  • If the outcome is not completed, you may ask your team member to check notes(if needed) and take appropriate action to achieve them.

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.

  3. Send an email to the Support team.


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  1. Anu Dudhat

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