Accelerate your software adoption and increase your chances of success with the Pathfinder CSM Package designed to set you on the right... path?! 🙃
In this article:
What are Customer Success Services
What are Customer Success Services?
Think of purchasing edison365 licenses like buying a gym membership 💪. Gym members get access to all the super-cool facilities (for edision365 customers, that’s our awesome software)
For some, the gym membership isn’t enough and more coaching is needed, they need to understand how the equipment works, how it will benefit them and help them achieve their goals and vision of success. For these gym members, time with a personal trainer or maybe a nutritionist could be an option, or they subscribe to fitness publications and even attend guided classes 💃.
It is this higher level of support, expertise and guidance that the edison365 Customer Success team provides. Think of us as your personal trainer (or Zumba instructor👯) , here to listen to your objectives, support you in use of the software and growth towards your goals and success.
What to Expect
Every Customer Success project is broken into value-driven deliverables in four core areas:
- Coaching - goal setting, conversations, strategizing
- Technical - technical calls, product guidance, training
- Insights - feedback, KPI reports, knowledge sharing
For the Pathfinder Customer Success Package, the deliverables are:
| 1-on-1 Customer Success Clinics | Coaching | 1-on-1 coaching sessions provide you with dedicated support and guidance from product and transformation experts |
| 1-on-1 Product Excellence Clinics | Technical | 1-on-1 support dedicated to product usage and guidance to give you a greater understanding of using the software. |
| Detailed Product Insight Reports | Insight | We'll provide you with reports on a regular basis that dive into the data-led insights generated from the software. The edison365 team will provide commentary and recommendations led by the insights to enable you to get the most from using the software. |
| Annual Success Plan | Coaching |
A discussion followed by a detailed report that outlines the goals and objectives for the year along with targets that need to be met.
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| Regular Success Pulse Checks | Insight | Teamed with the Success Plan will be Pulse Checks. The regular pulse checks will act as a ‘check in’ for you to see where your progress sits in relation to the targets and goals outlined in the Success Plan. These pulse checks will allow you to pivot and change course if needed to ensure your success. |
Key Sessions & Deliverables
To help us in delivering the amazing work you deserve, there are some key sessions and deliverables we would like you to be aware of. Please read, understand and know what to expect when attending these sessions or carrying our these deliverables 😀
Kick Off Session ⚽
The Kick Off is super important and is what sets the tone for the entirety of our time together. As with any coaching, this session is about understanding you and agreeing how our team and our software can best assist you to meet your goals.
The key objectives of this session, are:
- Understand your business
- Understand your goals and objectives
- Agree on a meeting and deliverable schedule that meets your needs
- Establish roles and responsibilities
The key outputs from this session, are:
- Coaching and technical calls scheduled
- Annual Success Plan produced
- Action plan produced