Introduction
This page covers Customer Success and Support, including workspaces, playbooks, pipelines, dashboards, health scores, NPS, and training.
Customer journey process from a-Z
Assessio - find contact/company and create contact, company & deal
CSM Trainings
Training in may with focus on billing process, upgrades, downgrades or doing rampups and pilots
Customer Success
CSM workspace
Link to Workspace:
https://app-eu1.hubspot.com/customer-success/145462006
See customers
Under customers in the workspace, you can find all of your customers but also views that gives you a quick overview of at-risk companies defined by the healthscore or yourself, renewals in 90 days etc.
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See active subscriptions and upcoming renewals
Healthscore
[On its way]
NPS surveys
See short video here
Assessio - nps/customer health overview
CS journey/pipeline
How to create a deal in expansion
CS playbook
Link to the playbook
https://app-eu1.hubspot.com/playbooks/145462006/compose/108709077
Account plan playbook
To to company and look in the top middle and find account plan
Dashboards
Link to https://app-eu1.hubspot.com/reports-dashboard/145462006/view/108500132
Churn
See here how to handle churn on customer/subscription: