Customer Success Leadership Community

Workflow Analysis + Process Design Tools

  • 1.  Workflow Analysis + Process Design Tools

    Posted 21 days ago
    Hello!

    I'm working on an analysis and redesign of my CS team's renewal workflow, and looking for suggestions, templates/tools that you've used to lead this type of project, and what worked well or didn't work for you. 

    We have 20 CSMs and recently hired our first Account Manager, whose role needs to be integrated and positioned to scale. We need standardized processes and deadlines for the customer touchpoints during renewal and a clear delineation of who owns what. We'll use ChurnZero and SFDC for automation. 

    If you have any best practices around renewal processes, generally, that you'd like to share - that's great! I'm also specifically looking for project management strategies and tools for scoping this type of workflow project, structuring data collection, pain point analysis, who should participate and how, implementation tips, etc. Designing and building the automations feels like the most straightforward part of the project to me. 

    Thanks so much, and have a great weekend!

    Kelly Jo
    #CustomerJourney
    #CustomerSuccess

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    Kelly Drey
    Partner Success
    FreeWill
    Remote | NYC
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  • 2.  RE: Workflow Analysis + Process Design Tools

    Posted 20 days ago
    Kelly,

    You might find this tool that we developed, helpful.

    Andrew

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    Andrew Marks
    SuccessHACKER
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  • 3.  RE: Workflow Analysis + Process Design Tools

    Posted 18 days ago
    Thanks, Andrew!

    KJ

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    Kelly Drey
    Support Associate
    FreeWill
    Remote | NYC
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  • 4.  RE: Workflow Analysis + Process Design Tools

    Posted 12 days ago
    @Andrew Marks this is great! Thanks for sharing!


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    Taylor Hodges
    Client Success Executive
    Corrigo
    Allen TX
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