Intelligence-driven, scalable insights for onboarding, adoption, retention, and revenue growth.
Understand your customers interactions with your product and make informed product success decisions.
Bring efficiency, add scale, and connect user behavior to personalized actions.
Define and track onboarding by phase, user progress, account, and portfolios.
Identify, monitor, and execute timely account expansions with real-time reports and indicators.
Proactively identify at-risk customers and prevent churn using automation, early warning insights, and more!
Optimize product usage by monitoring in-depth user data and receiving actionable insights
Improve decision making and actions for enhanced outcomes.
Get a complete view of your customer and all their moving parts.
Create the right scoring system for your organization.
Deliver consistent customer experiences and repeatable success.
Increase your productivity real-time, automated alerts.
Create groups across accounts and users.
Drive adoption, upsell and cross-sell using extensive product data.
Reach out to groups of customers when you need to.
Create surveys to get timely feedback from your customers.
Automate your actions, alerts, surveys, and more.
Create and track tasks across teams.
Create alert rules that are flexible.
Manage, analyze, and optimize your customer interactions.
Proactively uncover key insights and receive data-driven recommendations for your team.
Transcribe your calls and catch key phrases used by customers to trigger actions.
Get status updates, warnings, and extensive reports at the right time so you can make effective decisions.
Create, monitor, and automate comprehensive Playbooks for every scenario.
We aren’t just any Customer Success platform. We have the insights, imagination, and technology that others don’t.
Our core values, team, and community
Come work with us!
Get in touch anytime.
Employee success drives customer success.
Don’t miss an episode of the Customer Success Intelligence Podcast
Our annual survey captures the current state of CS Intelligence and automation.
Resources for new and seasoned Customer Success teams.
Still undecided? We can help!
Features and SDKs you can integrate into your apps.
Calculate the potential ROI you could achieve with SmartKarrot CS.
Customer Success (CS) playbooks optimize customer experience and improve how service is delivered to customers. Great for CSMs and CS teams to increase customer success.
After a sale, CS teams aim to help the new customer achieve success. Customer success playbooks enable Customer Success Managers (CSMs) and their teams to automate their customer success processes allowing them to do so much more in less time.
Playbooks are tools that allow customer success teams to handle recurring or repeated processes in a more defined and guided manner. Playbooks allow you to scale processes, align teams, and stay one step ahead of the customer’s needs. CS playbooks make sure your customer success best practices are standardized and operationalized.
SmartKarrot CS playbooks, or Success Plays, allow teams to boost their efficiency across accounts no matter where they are within their journey. Success Plays allow you to create tasks and set triggers to complete processes, all within the tool. CSMs can use templates to create CS playbooks and save existing processes as templates for future use. Success Plays also make it easy to associate activities and assign them to team members. Example processes that clients have turned into success plays include onboarding, escalation, implementation, advocacy, and more. Processes such as these have been helpful in reducing churn rates, increasing renewals, and optimizing customer satisfaction.
A snapshot of the SmartKarrot Customer Success Board
To create a success play template, you can choose from pre-defined categories on the SmartKarrot platform, create a new template that is a modified version of the existing template, or create them from scratch. CSMs can add and edit templates directly in the tool without needing to upload from external resources. Some of the Success Play templates already available within SmartKarrot include:
Renewal: For accounts that are up for renewal and need to be nudged.
Save: For accounts where the risk of churning is imminent. They know the product, its value, and features, but CSMs will need to pull out all stops.
Churn risk: For accounts that may be at risk of churning because they have shown low engagement or haven’t shown signs of product adoption.
Upsell: For accounts that are used often and already understand and benefit from the value of it.
Get well: Accounts with issues that are visible and identified. There is a need to identify parameters that will make sure these accounts are rectified.
SmartKarrot’s Success Play templates are reusable and can be redesigned for any future activity.
A snapshot of SmartKarrot Success Plays Template
Account assignments or associations can happen as you create new Success Play templates.
Any admin, CSM, or Customer Success Leader (CSL) who has access to the platform can create a Success Play. Several Success Plays can be created on a single template and can be modified depending on the particular requirements.
SmartKarrot has developed CS playbooks that exceed those of other playbooks with features that help you manage everything from creation to execution right within the tool. Specific features to help CSMs and their teams include:
The first step in creating or editing a Success Play template is to choose a category, such as escalations, risk, induction, onboarding, etc. or add a new category as you see fit. Then, name the template and choose whether it will be triggered manually or event-based. At this point, you can enable it to allow it to start being used or keep it “disabled” to keep modifying it before it is ready to use.
Creation of a Success Play Template
The next step is to identify the activities for this particular Success Play template and what type of activity it is such as “task” or “touchpoint.” Example activities are training, customer education, or configuration of platform to name a few. If you have an expected date of completion, you can also choose how many days it should be completed from its inception. . You can also add the collaborator for the task or activity, if applicable.
Step 3 is to view the summary of the entire Success Play to ensure it is correct.
In this step, you need to define the basics of the instance. The instance is usually inherited from a template. Then, the description about the instance needs to be added. A user can also decide if the instance or playbook needs to be repeated or one-time.
Here, you need to figure the activities that will complete the success play.
In this step, CSMs can assign or re-assign accounts. They can even unassign accounts. They can see the account health score including ARR to help ascertain the health of the account health. You can also manage assignments.
Here you can review the assignments and activities. You can also get the due dates, tasks, CSMs and progress of the assignment. If a task is redundant, you can mark it as not applicable. That makes sure it does not affect the progress of a task.
Success Play Instances in the Customer Success Tool
SmartKarrot CS playbook feature allows customer success teams to define and automate their most effective processes. It allows CS teams to:25
SmartKarrot Success Plays allow customers to have a consistent experience with your company and allow CSMs to manage accounts much more easily. CS teams get regular feedback about products and manage multiple accounts easily, while reducing the chances of churn. SuccessPlays simplify CS teams’ work so resources can be allocated where they are more needed. With CS Success plays, customer success and customer-facing teams will achieve greater customer satisfaction and increased customer success.
Published 29 Jan 2021, Updated 30 Nov 2021
What changes do you need to incorporate into your customer success/acc...
27 Sep, 2022
Customer success teams always try hard to improve customer health scor...
23 Sep, 2022
Here is a list of free NPS software and NPS calculators that are avail...
22 Sep, 2022
Sign up for SmartKarrot’s newsletter.
See how SmartKarrot can help you deliverwinning customer outcomes at scale.