Have you checked out the Customer Success Management (Account Lifecycle Events) Zurich docs?

[Pushpa12]

Hello,

We’re excited to share what’s new and improved in Customer Success Management for the Zurich release!  The Customer Success Management application enables technology providers to streamline, automate, and measure critical workflows across the entire enterprise customer journey—from onboarding and adoption to renewals.

Key areas

✅ Leadership views - Track how your direct reports are managing their customer success engagements.

✅ Product usage - Monitor adoption scores for sold products and track implementation progress for customer engagements.

✅ Engagement hierarchy - View engagement hierarchy and timeline of events.

✅ Now Assist for TMT - Summarize success tasks, trigger renewal flows, schedule, and manage touchpoint meetings.

What’s new?

We’ve been hard at work updating our documentation to help you navigate these updates smoothly. Here are some highlights:

✅ Success report dashboard - View all engagements under your hierarchy and manage your entire customer portfolio. Monitor engagement metrics, risk indicators, onboarding and adoption insights, and expansion and renewal metrics. Read more

✅ Product adoption and usage - Measure product adoption trends and proactively guide users to achieve desired outcomes using products and services that have been purchased. Identify active and power users and areas where additional training or support is required due to low engagement. Read more

✅ Engagement hierarchy - View aggregate hierarchical data for an engagement. Make informed decisions, improve customer satisfaction through detailed tracking, identify risks early, and help prevent escalations. Read more

✅ Implementation record - Track the progress of a partner or customer implementing a product or a service. Get a centralized view of the implementation status, identify risks, and run playbooks to mitigate issues. Read more

✅ Engagement timeline - View a chronological list of critical events related to an engagement. Review timelines to recall past events, customer interactions, and identify any issues. Read more

✅ DCE insights - Configure and display product usage and capability metrics based on context and usage patterns. Define specific conditions to customize the data displayed. Read more

✅ Now Assist for TMT - Summarize success initiatives, cases, and internal plays with Gen AI. Evaluate engagement health and adoption and provide renewal recommendations. Optimize and manage meeting schedules based on key details. Read more

What’s next?

We’re always looking for ways to improve our documentation to better support you and keep you informed about the latest features. Our latest updates bring more clarity, visuals, and interactivity to enhance your learning experience.

We're already working on some exciting documentation updates for future releases. If you have feedback or suggestions on how we can further improve our documentation, drop us a comment below!

Explore the Zurich Customer Success Management documentation today and get ahead of the curve! Start here