CSM
Q: How can I access a customer's profile?
A: Customer profiles are available in Odin (Zamaad). You can search by customer name or email to view ticket history, contact info, and internal notes.
Q: Where can I find product usage and adoption analytics?
A: Usage dashboards are linked in Plane under each account workspace. Look for the “Usage” tab to monitor active users, login frequency, and feature adoption.
Q: How is the customer journey mapped?
A: We follow defined lifecycle stages: Onboarding → Active Use → Renewal. Journey maps and lifecycle definitions are stored in Confluence under Customer Success > Lifecycle Maps.
Q: How can I see past support interactions?
A: All historical tickets and resolution timelines are available in Odin. Use the filters to drill down by date, issue type, or resolution status.
Q: How can I tell who owns an account internally?
A: Account ownership is tagged in both Odin and Plane. For further context, check the Customer Ownership Tracker in Confluence.
2. Onboarding Process
Q: What’s our standard onboarding checklist?
A: The step-by-step checklist is in Confluence under CS Playbooks > Onboarding. It includes kickoff scheduling, training milestones, and success criteria.
Q: What is the typical onboarding timeline?
A: Onboarding lasts between 2 to 4 weeks depending on plan size and integrations. Timelines are communicated via kickoff calls and updated in Plane.
Q: Where are the customer training resources?
A: Training videos, guides, and webinar links are shared through Odin tickets and stored centrally in Confluence under Customer Resources.
Q: What tools are used during onboarding?
A: We use Zoom for live sessions, Confluence for documents, and Plane for tracking onboarding milestones and internal tasks.
Q: What are the escalation points during onboarding?
A: Escalate technical issues via Odin tickets (tag Engineering). For adoption issues, notify the CS Lead and update the customer’s Plane record with blockers.
3. Churn Prevention
Q: What are the early signs of churn?
A: Low login frequency, feature inactivity, and negative feedback in Odin tickets are key signals. Monitor these via Plane dashboards.
Q: How is customer health scored?
A: Our health scoring model in Plane includes usage metrics, ticket volume, NPS scores, and onboarding progress. Health scores auto-update weekly.
Q: What proactive steps are taken for at-risk accounts?
A: CSMs schedule check-ins, highlight unused features, and provide tailored guidance. Use Confluence templates under CSM Tactics > Retention Playbooks.
Q: How do we manage win-backs?
A: For churned or silent customers, trigger the win-back workflow in Plane. Templates and email sequences are in Confluence.
Q: What tools help with churn prediction?
A: Odin flags low sentiment; Plane houses a "Churn Risk" board with automated tagging. Manual health assessments supplement this.
4. Customer Feedback
Q: How is feedback collected?
A: We collect feedback via Odin support tickets, in-app prompts, and post-onboarding surveys.
Q: How is feedback categorized?
A: Feedback is tagged in Odin as Feature Request, Bug, or UX Complaint. These tags feed into our feedback triage board in Plane.
Q: How do teams share feedback internally?
A: Feedback is synced weekly via Plane tasks and summarized in the CS → Product Feedback page in Confluence.
Q: How do we identify recurring feedback themes?
A: The CS team reviews Odin ticket tags monthly. Recurring themes are published in Confluence as part of the “CS Feedback Roundup.”
Q: What tools do we use to manage feedback?
A: Odin for intake and categorization, Plane for prioritization, and Confluence for summaries and team visibility.
5. Renewal Strategies
Q: Where is the renewal calendar?
A: The renewal tracker is in Plane, updated by the CS Ops team. It includes contract dates, owners, and renewal status.
Q: How are upsell/cross-sell opportunities identified?
A: Use Plane usage dashboards to spot power users or underutilized features. Opportunities are noted in the customer’s Confluence profile.
Q: What are the key renewal triggers?
A: Product usage milestones, approaching contract end-dates, or support satisfaction reviews can trigger renewals. Notifications appear in Plane.
Q: How do we prep for a renewal conversation?
A: Use the Confluence “Renewal Checklist” that includes recent activity, health score, ROI summary, and feature gaps.
Q: Are there negotiation guidelines?
A: Yes, renewal and discount guidelines are outlined in Confluence under Sales & CS Enablement > Renewal Policies.
6. CSM Playbooks
Q: Where can I find escalation workflows?
A: Escalation playbooks are documented in Confluence: CSM Playbooks > Escalation Paths. Ownership is determined by issue type.
Q: What’s our complaint resolution process?
A: All complaints must be logged in Odin and routed per the workflow in Plane. Use Confluence’s SOP guide to determine ownership.
Q: What frameworks support product adoption?
A: We follow milestone-based adoption paths documented in Plane. QBRs and customer trainings are scheduled around these milestones.
Q: Are there standard templates for customer interactions?
A: Yes, find templates for kickoff decks, status updates, and success plans in Confluence under Customer Templates.
Q: How should I follow up after a support interaction?
A: Use the “Post-Ticket Follow-up” message template from Confluence. Always log the follow-up note in Odin.
7. Service Health Metrics
Q: Where can I view service status?
A: Uptime and incident history are on our public status page. Internally, service health metrics are posted in Plane.
Q: How do I check support ticket status?
A: In Odin, search the customer and view the current ticket queue. Statuses include Open, In Progress, and Resolved.
Q: How do we track SLA adherence?
A: SLA reports are automated in Odin and summarized in Confluence under CS Metrics > SLA Dashboard.
Q: How do we communicate incidents?
A: External incident comms are handled via email or in-app banners. Internal updates are posted in Plane with real-time alerts.
Q: How are support trends tracked?
A: Ticket volume and backlog trends are visible in Odin analytics and updated monthly in the CS Metrics report in Confluence.
8. Customer Satisfaction
Q: Where do I find NPS results?
A: Monthly NPS scores are reported in Confluence under CS Insights > NPS. Detailed responses are stored in Odin.
Q: Where is CSAT data tracked?
A: Post-ticket CSAT surveys are collected via Odin. A CSAT dashboard is available in Plane for team-wide visibility.
Q: Is there any sentiment analysis?
A: Odin includes basic sentiment scoring on ticket content. Summary insights are shared quarterly in Confluence.
Q: How do we use satisfaction data?
A: CSMs use NPS and CSAT scores to inform QBRs and renewal planning. Outliers are flagged in Plane.
Q: How can we compare satisfaction across customers?
A: Plane dashboards let you compare NPS, CSAT, and engagement metrics across segments or account tiers.
9. Quarterly Business Reviews (QBRs)
Q: Where can I find QBR templates?
A: QBR templates (PowerPoint & Notion) are stored in Confluence under Customer Materials > QBRs.
Q: How should I prepare for a QBR?
A: Review Plane usage reports, pull last quarter’s tickets from Odin, and check the latest roadmap alignment in Confluence.
Q: What metrics should be included?
A: Include login/activity rates, feature adoption, support volume, customer feedback trends, and planned roadmap items.
Q: Are past QBRs stored anywhere?
A: Yes, upload completed QBRs to each customer’s Confluence folder. Use standard naming: QBR_Q[1-4]_YEAR_CustomerName.
Q: How do we track QBR action items?
A: Action plans are created as tasks in Plane and assigned to the appropriate CSM, AE, or Product contact.
10. Training Resources
Q: Where’s the internal CS training portal?
A: Access our LMS via Confluence: Training > CS Academy. Includes onboarding modules, shadowing guides, and SOPs.
Q: Are there mock call or shadowing sessions?
A: Yes. Sign up via Plane or contact your CS Lead. Past recordings are archived in Confluence.
Q: Where is product training hosted?
A: Product release training is published in Confluence and linked in Odin ticket macros for sharing with customers.
Q: Are there learning paths by role?
A: Yes. Confluence has curated paths for New CSMs, Renewal Specialists, and Onboarding Teams.
11. Internal Tools & Access
Q: What tools does our CS team use?
A: Main tools include Odin (Zamaad) for ticketing, Plane for workflows, and Confluence for documentation.
Q: How do I request access to internal tools?
A: Submit a request via Plane using the “Tool Access” form. Approvals are managed by CS Ops.
Q: How should I log customer interactions?
A: All interactions — calls, emails, meetings — must be logged in Odin. Use standard templates for consistency.
Q: What are the data privacy guidelines?
A: Refer to Confluence > Compliance > Data Handling. Never store PII in plain text outside Odin.
12. Cross-Functional Collaboration
Q: What is the Sales to CS handoff process?
A: Sales completes the handoff doc in Plane. CSMs are notified via task assignment and can access all pre-sales notes in Confluence.
Q: How does CS work with Product?
A: Use Plane to file structured feedback requests. High-priority requests are discussed in biweekly CS/Product syncs.
Q: How do bugs get escalated to Engineering?
A: Log bugs in Odin with detailed reproduction steps. If urgent, tag the CS Engineering contact in Plane.
Q: How can CS contribute to case studies?
A: Tag Marketing in Plane and fill the Customer Success Story Intake Form in Confluence.
Q: How is support collaboration handled?
A: High-ticket accounts are monitored jointly by CS and Support via shared tags in Odin and coordination tasks in Plane.
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