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jason_baldree
jason_baldree
Contributor ⭐️⭐️
March 4, 2015
Solved

Common Rules Used

  • March 4, 2015
  • 15 replies
  • 308 views
Would anyone mind sharing some of the higher value rules used by your organization?  We have 11 set-up but the higher value ones to us are: 

90 Days to Renewal (w/ CTA and Playbook)
Change in Licensing (Add/Remove/Renew/Churn - w/ CTA)
New Customer / CSM Assignment (Kicks off our welcoming process playbook)
New Feature Enabled (Milestone and Feature Update)
Sponsor Tracking Rule
Lack of Customer Engagement (w/ CTA and Playbook)
    Best answer by tomwix
    we/I do have a rule.    It currently triggers off the TERM of the customer along with looking at the start date of the latest closed won opportunity.   Unfortunately, there are numerous actions (and criteria) when creating this CTA.   That all said, we are looking at changing our ways and chaining CTAs (or creating a new Qtrly CTA, once the previous Qtrly CTA closes).

    Old Way:
    if 12 month term, and if start date = rule date - 70 days , then generate a Qtrly CTA due in 20 days  (which makes 90 days total ; ie first quarterly review)

    if 12 month term, and start date = rule date -  160 days, then generate a Qtrly CTA due in 20 days,

    etc....

    New Way:
    - generate Qtrly Touchpoint CTA 90 days after first becoming customer.   When this CTA closes, generate the next Touchpoint CTA , 70 or 80 days out...

    Ping me directly and Im glad to go over my new simpler way of operating/rule/cta generation

    15 replies

    Show previous replies
    mike_giacometti
    mike_giacometti
    Contributor ⭐️
    November 18, 2015
    We have CTAs/Playbooks for the following:

    -Onboarding

    -CSM to CSM transition

    -Renewal - 120 out

    -Standard Sponsor Tracking Change

    -Support case open more than 30 days

    -P1/P2 support case opened

    -More than 3 support cases open

    -Expiring professional services time - 120 out

    -NPS detractor/promoter
    lane_h
    lane_h
    Helper ⭐️
    January 19, 2016
    Several of you mentioned having Renewal CTAs. Are your renewal dates stored in SFDC? Or do you do a created_on + x number of days?
    Director of CX and Scale Programs
    tom_wix
    tom_wix
    Contributor ⭐️⭐️⭐️⭐️⭐️
    January 19, 2016
    renewal dates are in SFDC Opps as a data field
    allie_gold
    allie_gold
    Helper ⭐️
    May 24, 2016
    Hi Tom! Do you have a rule that triggers your Quarterly Review CTA? And if so, do you mind sharing what the filters in the rule look like? I'm having trouble figuring out the dates (i.e. drop a CTA every first day of each quarter, such as Jan 1, April 1, etc. and how that would work).
    tomwix
    tomwixAnswer
    Helper ⭐️
    May 24, 2016
    we/I do have a rule.    It currently triggers off the TERM of the customer along with looking at the start date of the latest closed won opportunity.   Unfortunately, there are numerous actions (and criteria) when creating this CTA.   That all said, we are looking at changing our ways and chaining CTAs (or creating a new Qtrly CTA, once the previous Qtrly CTA closes).

    Old Way:
    if 12 month term, and if start date = rule date - 70 days , then generate a Qtrly CTA due in 20 days  (which makes 90 days total ; ie first quarterly review)

    if 12 month term, and start date = rule date -  160 days, then generate a Qtrly CTA due in 20 days,

    etc....

    New Way:
    - generate Qtrly Touchpoint CTA 90 days after first becoming customer.   When this CTA closes, generate the next Touchpoint CTA , 70 or 80 days out...

    Ping me directly and Im glad to go over my new simpler way of operating/rule/cta generation
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