Customer success

Learn how your organization can use the customer success solution to engage with your customers, mitigate risks by running success plays, and identify opportunities for expansion and renewals.

Important:

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

• Success report dashboard overview
  The success report dashboard enables customer success managers to oversee and manage the overall customer portfolio.
• Success portfolio dashboard
  Get an overall view of your success portfolio including your engagements, account status, escalations, and risks.
• Risk portfolio dashboard
  Get an overall view of all active risks, top risk categories, and the risk scope of all engagements with which you’re associated.
• Engagement home page
  This page provides detailed information of an engagement including internal and external stakeholders, upcoming touchpoints, initiatives, and blueprints.
• View product usage and capability data
  View the product usage and capability data for a specific sold product over a period of time.
• View customer success cases in the CSM portal
  View the customer success case records or case task records on the Customer Service Management (CSM) portal.
• Touchpoint home page
  During the engagement lifecycle, customer success agents schedule regular touchpoints with customers to evaluate progress, provide feedback, and offer guidance.
• View related items
  The Related Items component provides access to related lists associated with engagements, touchpoints, customer plays, and internal plays
• AI search with Recommended Actions
  Use AI search with Recommended Actions to create contexts and search for relevant records.