Build your customer success platform.

How to build your customer success platform

1. 1

   Describe the job

   Connect account goals, health observations and customer-success follow-ups.

2. 2

   Review the first version

   Choose how the onboarding coordinator records the account and how the customer success manager reviews the next step.

3. 3

   Refine the views

   Ask First to adjust the fields and views for the people who will use the app.

4. 4

   Test before sharing

   Walk through the process with a sample record and check who owns the next action.

What to include in your customer success platform

• Keep the account in context

  Keep account, agreed outcome, health observation, source date, playbook task and review together so the next person can understand the request or record.

• When the next step needs a decision

  An account is labelled at risk from a single stale observation. Keep its source and uncertainty visible before a person chooses a follow-up.

• Keep review visible

  Keep an observation's source date visible before choosing the next account action.

• Choose what each person needs

  Give the onboarding coordinator a working view and the customer success manager a review view. Keep account and agreed outcome attached to the decision as the work moves between them.