Explore Customer Success Management

Customer Success Management enables technology industry providers to create a structured onboarding experience, define and track objectives, outcomes, milestones, and plans to achieve shared goals.

Important: Account Lifecycle Events has been renamed to Customer Success Management in Zurich.

The following diagram shows the different tasks involved in the Customer Success Management life-cycle that can be managed by this application.

Customer Success Management features include the following:

• Onboarding: Understand customer needs and expectations and define a repeatable, transparent workflow that can be followed during the onboarding process.
• Engagement: Track success objectives, milestones, and verify that outcomes are met.
• Adoption: Position how to make the most out of the products available and take steps to improve product usage.
• Monitoring: Monitor product and service usage along with other key metrics such as KPIs and identify renewal and expansion opportunities.
• Expansion: Assist sales and account teams in identifying renewal and expansion opportunities.

Customer Success Management features

• Account onboarding: Create a structured onboarding experience while enabling collaboration and transparency with internal and external stakeholders during the onboarding process.
• Customer success: Track success objectives, outcomes, help mitigate risks, and identify opportunities for expansion and renewal.