Customer Success On-Boarding Playbook

PRODUCT/FUNCTIONALITY TRAINING

• Product Training – Product overviews conducted by Lindsay Ruan every couple of weeks
• Support OnBoarding – Guide used to on-board Customer Support Agents/iD product training
• NextAfter Certification
  • A/B Testing Demo
  • A/B Testing Blog
  • A/B Testing Template

SUCCESS-SPECIFIC

• Logging Check-In Meetings
• Logging Health Scores & Wellness Plans
• Creating Support Tickets on Behalf of Customers
• Customer Off-Boarding
• Utilizing Hubspot Customer Success Workspace – COMING SOON

YEAR END & GIVING DAYS

• Year End Fundraising Email Timeline
• Year End Giving Template
• Giving Day Email Templates
• Giving Day Links/Goals Tracker Template

INTERNAL TOOLS

• Slack Channels
• JIRA - Support Issues Tracker
• Scribe - Step-by-step guides
  • Quick start guide  
  • Scribe demo

• Zoom  - Webpage for updating Zoom profile and preferences
• Using Gong for Customer Meetings - COMING SOON
• Dropbox Customer Contracts
• Pendo - Customer adoption metrics, in-app guides, NPS data
  • New User Overview
• Concur - Filing expense reports