Client Re-engagement Template

About this Blueprint

‍Blueprints are a collection of Vitally best practices and use cases brought to you by today's Customer Success thought leaders.

Many teams adopt a Customer Success Platform (CSP) so they can gain visibility into how customers are doing and become more proactive with their book of business. For High Touch or Hybrid Customer Success models, it’s important to set recurring touchpoints with customers so that you can regularly flag any issues that pop up and ensure your solution is helping them achieve their goals.

Using Vitally Note Templates, Customer Success teams can develop a consistent process for notating customer information during client re-engagement or strategy calls.

As a Senior Customer Success Manager at Vitally, Laura Alvarez uses this Client Re-engagement Blueprint to ensure her book of business is doing well and trending towards their business goals.

Preview of Blueprint

‍When to use a Client Re-engagement Blueprint

This Blueprint should be used after onboarding - when a customer has reached the adoption or maturity phase of your product. This Client Re-engagement Note Template is great for teams who have a recurring meeting scheduled with customers.

In our example, you’ll find key pieces of information you may want to note down during these calls. For example, your team may want to record product requests, updated customer goals, and the Customer Success Manager’s (CSM) latest sentiment on the account.

‍KPIs Impacted‍

• Product Adoption Rate
• Net Revenue Retention (NRR) Rate
• Net Promoter Score (NPS)
• Customer Satisfaction (CSAT) Score

What data points or information will you need to complete or add?

Many software organizations can use this Client Re-engagement Blueprint as is. The only areas you’ll need to customize are “Vitally Priorities” and “Customer Goals” to match your product.

‍How can you customize this for other use cases?

Our Client Re-engagement Note Template uses Vitally Account Traits which are ‘properties’ or ‘fields’ on an account (such as “Next Call Date”, “CSM Pulse”, etc.). When creating your own Note Template, you can choose which Account Traits to include so that your team can easily fill out all of the necessary customer details on the spot.

The great thing about Account Traits is that they tie directly to a customer’s account profile within Vitally. CSMs won’t need to search for old Notes or navigate back to an account’s profile in order to update these pieces of customer information. You can do it all directly from a Note Template!

Looking for more inspiration? Take a look at this Executive Business Review (EBR) Note Template from Joe at Duco, or this Churn Report Blueprint from Amelia at Vitally.

‍Going beyond Notes

Note Templates allow Customer Success teams to be more productive by streamlining the collection of data across any type of use case. Beyond Notes, Vitally users have the ability to create Docs, Projects, Conversation Templates and much more to foster collaboration with customers and overall efficiency of their teams.