Introducing the New Account Lifecycle Events Yokohama Release – Empowering Customer Success & Accelerating Onboarding
We’re excited to unveil the latest update to Account Lifecycle Events as part of the Yokohama release. This release brings exciting new features to our two game-changing components—Customer Success and Onboarding—designed to give your teams the insight and automation needed to deliver an exceptional customer experience from the very first interaction.
In our deep dive into the release, we explore each feature to ensure you have a complete picture of the enhancements and benefits. Read on for an overview of what’s new and why it matters for your organization.
Health Framework
The Health Framework provides a structured approach to monitoring and managing the overall health of engagements throughout their lifecycle using data to drive action.
- Purpose & Approach: The framework is designed to evaluate the performance and health of customer engagements by establishing measurable health indicators captured from relevant data in the platform. It helps organizations identify potential issues early and take proactive steps to enhance engagement success.
- Key Components:
- Health Indicators: Defined metrics and benchmarks that assess the status of an account using analytics to capture values from key data.
- Weighting System: Not all metrics are created equally and some drive action more than others. Configure a weight for each of the metrics used to derive a health score and ensure the metrics that are the most important drive the most action.
- Thresholds & Triggers: Pre-determined values and conditions that signal when an account may be at risk or performing well.
- Actionable Insights:
By interpreting the health scores and underlying metrics, teams can make informed decisions, prioritize resources, and tailor interventions to improve overall engagement health. - Link to Doc site – Health Framework
- Deploy Health Framework Overview
Risk Framework
- Purpose & Approach: The Risk Framework allows for a systematic approach for identifying, assessing, and managing risks within customer accounts throughout their lifecycle.
- Key Components:
- Risk Indicators and Metrics:
The framework defines specific risk indicators—quantifiable metrics and benchmarks—that signal potential issues within an engagement. These indicators help in assessing risk levels consistently across the customer base. - Risk Scoring System:
A scoring methodology is introduced to evaluate the severity of risks. By assigning numerical scores based on predefined risk factors, organizations can quickly identify engagements that require immediate attention. - Thresholds and Triggers:
Pre-established thresholds determine when an account’s risk level is considered significant. Once these thresholds are exceeded, automatic triggers can initiate remedial actions or further analysis, helping to mitigate potential negative outcomes. - Integration with Account Lifecycle Management:
The Risk Framework is integrated into the broader Account Lifecycle Events suite, ensuring that risk management is a key component of overall customer lifecycle strategies. This alignment allows teams to balance proactive risk mitigation with ongoing customer success and engagement efforts. The Risk portfolio dashboards surfaces risks in an actionable and meaningful way. - Link to Doc site – Risk Framework
- Deploy Risk Framework Overview
Success Initiative Roadmap
- Purpose & Approach: The Success Initiative Roadmap provides an overview of initiatives past, in-flight and scheduled. The calendar view, color coding, and key details allow Customer Success Managers to have visibility into key activities associated with their engagements.
- Key Components:
- Objectives & Outcomes:
View initiatives contextually based on the Success Objectives and Success Outcomes they are related to. Expand and contract each level of the hierarchy to focus on what’s important. - Information At A Glance:
Color coding indicates the progress of a each initiative allowing a Customer Success manager to quickly identify where action may be needed - Initiative Details:
The roadmap contains details such as the Title, Priority, Driver, and who is assigned each initiative. The Opened and Due dates determine where the initiative is place on the timeline. - Link to Doc site – Success Initiative Roadmap
- Objectives & Outcomes:
Touchpoint Planner
- Purpose & Approach : The Touchpoint Planner serves as the central hub for managing and orchestrating customer interactions throughout their journey.
- Centralized Management:
Acts as a command center, providing a unified view of all customer touchpoints. This helps teams quickly access information, manage engagement activities, and ensure consistent communication. - Now Assist Touchpoint Summarization
Using Now Assist summarize a touchpoint with a single click. Save time by summarizing work notes added to the engagement, related Risks, Initiatives, Outcomes, Objectives, and more on the Now platform.
- Link to Doc Site - Touchpoint Planner and Touchpoint homepage
Success Landing Page
- Purpose & Approach: The Success landing page serves as the central entry point for all resources and tools related to optimizing customer success throughout the engagement lifecycle.
- Central Hub for Success Resources:
The page acts as a gateway to various components designed to drive customer success, offering quick access to Portfolio and Engagement health, key engagement attributes like contract value, renewal dates, risk and touchpoints as well as relevant work for a Customer Success Manager. - Navigation to Related Tools and Guides:
The landing page provides easy navigation to additional resources such as the Success Blueprint, Success Roadmap, and Touchpoint Planner. These tools collectively help organizations plan, execute, and monitor initiatives aimed at improving customer outcomes while driving efficiency and visibility.
- Link to Doc Site – Success landing page
Engagement Homepage
- Purpose & Approach: The Engagement Homepage provides an integrated, interactive dashboard designed to help Customer Success teams effectively manage and enhance customer experiences across the entire engagement lifecycle.
- Unified Engagement Overview:
The view consolidates critical customer interaction data, enabling teams to see at a glance how customers are engaging with the platform across various stages—from onboarding to ongoing success. - Actionable Insights:
By aggregating metrics and feedback, the dashboard offers actionable insights that help identify trends, potential risks, and opportunities for proactive interventions. This ensures timely and informed decision-making. - Proactive Customer Engagement:
The tool is geared towards fostering a proactive engagement strategy. It enables teams to monitor key touchpoints, track customer health indicators, and trigger interventions before issues escalate, driving higher customer satisfaction, retention, and expansion. - Now Assist Engagement Summary:
Using Now Assist get a view of the engagement with a single click. Save time by summarizing work notes added to the engagement, related Risks, Initiatives, Outcomes, Objectives, and more on the Now platform.
- Link to Doc Site – Engagement homepage
