Lesson 28 · Customer success
Hand off accounts and keep commitments
Stages, readiness, and a shared plan for each customer.
You’ll be able to
- See each account's stage, and why
- Move accounts with a note
- Hand off with a plan that tracks every commitment
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Transcript
Life cycles walk each account from kickoff to handoff, with a shared plan that keeps every commitment in view.
In Success, open Engage, then Life cycles. Onboarding, Renewals and Re-engage each have their own stages.
Each column is a stage. Contract, usage and health data move accounts along on their own.
Click Readiness details to see why an account sits where it does. EndFrame has one active user, and a health score of twelve.
Open the account for the full picture. The owner, the sources, and each check, with what's observed and what's required.
When you know better, click Move stage. Pick the new stage, note why, and click Move account. Your note stays in the account's history.
To hand off, click Open plan. This is the page your customer sees. Write a title and an introduction for their team.
Under Onboarding journey, every commitment has an owner and a due date. Your team's tasks and the customer's sit side by side.
Attach resources like the success plan and the kickoff summary. Then click Preview as customer, and share the link.
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