Initiatives

This section highlights the key initiatives driven by the Growth & CSM team. It covers project plans, defined ownership, and the activities required to deliver value. It also outlines delivery milestones, expected results, and check-in details to ensure accountability and measurable progress.

1. Onboarding & Adoption

The Growth & CSM team leads the end-to-end onboarding journey for utilities, ensuring a smooth tr...

1. Onboarding Playbook

2. Data Migration Playbook

3. Train the Trainer program (Champion's)

5. Product Tours and Videos (Training)

4. Training Plan

6. Adoption - How to measure & Report?

7. 12-Week Implementation Plan

2. Operational Support

The Growth & CSM team is responsible for building a robust, SLA-based support model that ensures ...

1. Knowledge Base

2. SLA Support

3. Escalation Framework

4. Ticketing Tool (Odin)

3. Customer Success (Experience)

This initiative ensures that utilities realize the full value of SMART360 in their operations. Th...

1. Customer Journey

2. Customer Health Program

3. CSAT Program

4. QBR Program

5. NPS Program

4. Advocasy

The Growth & CSM team drives initiatives that transform satisfied utilities into strong advocates...