About this Blueprint
Blueprints are a collection of Vitally best practices and use cases brought to you by today's Customer Success thought leaders.
It's important for Customer Success Leaders to understand where their teams are spending their time, and whether these activities are driving desired outcomes.
In this Blueprint, we’ll explore how Przemysław Depka Prondzinski, Customer Experience Team Lead at GetResponse MAX, effectively tracks and understands activity levels across his team at scale.
By leveraging Vitally Note Templates and Dashboards, Przemysław is able to identify the activities the Customer Experience Managers (CEMs) are spending the most time on, optimize team performance, and ensure that overall data integrity is maintained within the platform.
How this Blueprint works
This Blueprint has two components:
- A Business Review Meeting (BRM) Note Template: This template helps to standardize the information that is being captured across the Customer Success team. After meeting with a customer, the CEM can simply select the BRM Note Template and fill in any required information from there (customer goals, challenges, product feedback, etc.).
- Pro Tip: Use Note Categories in Vitally to organize your Note Templates by activity type (meetings, calls, business reviews, etc.) and then report on them with Dashboards!
- A Key Events Monitoring Dashboard: This dashboard provides insight into the Customer Success team’s activities and how busy the month was. At a glance, Przemysław can get a sense of customer engagement levels based on the activities the CEMs are completing. These dashboard visualizations also make it easy to compare activity levels between different months.
Along with tracking the number of BRMs that occurred and did not occur, Przemysław also reports on:
- The amount of manually created Projects & Docs per CEM
- CSQLs (Customer Success Qualified Leads) per CEM
- Feature requests submitted per CEM
- Notes per CEM & per Note Category
- Meetings & Tasks that occurred per CEM
- And much more!
Using Note Templates and Dashboards, GetResponse's Customer Success team can stay efficient and productive when handling all types of customer interactions.
KPIs Impacted
- CSM Productivity / Efficiency
- Data Integrity
- Customer Engagement
How can you customize this for other use cases?
Note Templates and Dashboards are completely customizable in Vitally. You can adapt this approach to suit your organization's specific needs and processes.
For example, you could create Note Templates to jot down information for call summaries, customer value stories, or even create a Dashboard with high-level revenue metrics for your Finance team.
About GetResponse
GetResponse MAX is a comprehensive email and marketing automation platform to build an address database, send newsletters and transactional emails, conduct webinars, and create websites, forms, and pop-ups. It will help you automate marketing communication based on customer behavior and preferences. You will also promote and sell products using e-commerce tools, including AI recommendations, promo codes, website event tracking, SMS, and email marketing
With over 25 years of expertise, customers choose GetResponse for their user-friendly solution, award-winning 24/7 customer support. Thanks to this tool companies are able to boost sales conversion and maximize revenue, increase customer engagement and loyalty and generate leads to grow their lists.
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