Interesting User Interviews Finding:
Interacted with 100s of Customer success managers (CSM) and interviewd them regarding what problems they face in their day to day professional life.
Insight # 1
Project management skills are not enough to be a Great CSM
Project management skills alone aren't enough for a great CSM. Unlike project management, customer success requires acting as a trusted advisor, engaging in business consulting, and understanding client goals and challenges. While organizational skills are important, consulting and advising on business value are crucial for success.
Insight # 2
Customer success is more than customer satisfaction
It’s a very limited view of CS. While satisfaction is important, Customer Success goes beyond that. It's about ensuring clients achieve their desired outcomes, bring value to their market, and build a strong client base.
Often, there's a misconception that Customer Success begins only after the sale is made. It is a full journey map – starting even before they become a client.
Insight # 3
CSMs are not superheroes who swoop in during renewal
Companies must clearly define CSM roles, skills, and support systems. Recognize the gap between onboarding and renewal, using CSMs as advisors to bridge it. Focus on leading indicators, like churn prediction and unified dashboards, to enhance adoption and engagement, ultimately boosting renewals.
Insight # 4
All CS Teams Are different in different organizations
Each CS team varies in maturity and purpose. The challenge often lies in unclear roles and objectives. Viewing CS through a hierarchy of values helps: starting with customer satisfaction, moving to product adoption, and ultimately delivering customer value. Understanding client goals and aligning them with product capabilities is key. This approach ensures CS teams are not just support but pivotal in achieving renewals and growth.
Insight # 5
CSMs has lot more to do than just relationship building
Customer Success Managers often focus too much on administrative tasks, leaving limited time for relationship building. Many default to email for client interactions, which may not effectively differentiate the company or maximize value.
Product Vision : 3 Pillars
Knowledge Agent
Meeting Agent
Health Agent
Capture Everything On Every Meeting
The Meeting Agent automates the entire meeting lifecycle, so you can easily find what a customer said, never miss the customer sentiment, and track every follow-up item.
Truly explainable customer health
The health agent transforms your customer data into a comprehensive picture of Customer Health with recommended best next steps and repeatable customer outcomes.
Customer insights, put into action
The Knowledge Agent helps every person in your organization find, synthesize, and act on customer information, so everyone can make high-quality decisions, faster
Interesting and unique feature:
Time consuming onboarding
- Onboarding typically takes 1-2 months to complete. Often, the Customer Success Manager (CSM) lacks technical expertise, which can discourage product use.
Our UX approach to solve
- Get up and running in 1-2 weeks. Not months.
Automated Data Capture
- CSM does manual data entry post meeting like MOM, sentiment, task generated during meetings
Our UX approach to solve
- Say goodbye to time-consuming and error prone manual data entry.
- Note taker joins each meeting and predicts task, sentiment of meeting, summary, followup email, video recording etc.
- Statisfy provides tailored recommendations for the optimal next steps for each account.
Dynamic Health Capture
- Predicting customer health is challenging for CSMs and often prone to errors.
Our UX approach to solve
- Statisfy’s ML-based Health Scores are dynamic, adaptive, and fully explainable.
Product Features
Meeting Listing and details:
Upcoming Meeting:
- Upcoming meeting at one place
- Segregation of meetings (Internal, External, My book)
History (Previous Meeting):
- Record of all last 120 days meetings
- AI Summary can be accessed of all previous meetings from here
Individual Meeting Modal:
- Overall sentiment of meeting (Positive, Nwgative, Neutral) is the main outcome of meeting based on interaction in meeting.
- All meeting details like Summary, Follow up email to client, Recap of meeting and video recording is shown
Communication Details:
- All communication with CSMs is listed (Email, Slack, Feature Request, Issues etc)
Account Details handled by CSM:
- All accounts handled by CSM is listed with several details like (ARR, Renewal Date, Overall health of account etc)
- Each Account is clickable with further enquiry regarding that account like next key action steps, risk and mitigation steps needs to be taken, health compariosn in last 90 days etc
- Overall health transition of an account over previous months and CSM can further investigate by clicking on each ring here.
People details handled by CSM:
- Main stakeholder of different account is listed with their overall sentiment based on previous engagement via email, slack and meetings.
- For each individual Sentiment summary and Stretagic objective is summarised by AI LLM models for better understanding of CSMs of particular accounts.
Project Details page:
- Different projects like onboarding, product training etc for accounts can be created and tracked.
- These projects can be created very quickly from pre-defined project templates with pre-defined tasks mentioned and mapped to differnt projects which are regularly used by CSMs
Renewal Details Page:
- All renewals coming in upcoming 6 months (Time range can be cahnged) are listed
- Aggregate overdue and closed cards upfront
Workflow Details:
- Workflow can be created based on any query on AI Chatbot and reports can be generated based on that which can be displayed to dashboard.
- Workflow type is categorized under account specific, Notify me (email notification will be sent)
- In query out, more investigation can be done i.e from where this data is coming up and by clicking on link icon > activity details modal to provide more clarity on output.
AI Chatbot (Stella AI):
- AI chat is designed to search any query related to any account i.e most negative sentiment account list etc
- Any query can be converted into workflow from here as well i.e most unsatisfied customers in last 30 days and what steps should be taken.
- Based on most searchable queries prompt library is created.
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