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 providing access for team 

You can log in from <yourdomain.customersuccessbox.com>. To get access as a user for the first time, you’d need to reset the password. We will send you an email once we provision your CustomerSuccessBox.

'Administrators' can add and manage users from Team Management.

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
Milestone	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.
Outcome	Business level objectives that Customer Success Managers target during an Account's lifecycle
Playbook	Time-bound process to manage processes such as on-board, increase product adoption, renewals and up-sells.
Alert	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.

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 calculated 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 - using our APIs/JS Libraries or via integrations. You can pick one or the other depending on how you want to instrument the data in CustomerSuccessBox.  

REFER: How to Send and Manage Data in CustomerSuccessBox

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 product 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, finalize 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