Survey 2.0 Internal Handoff from sales to CSM

@andreammelde Thank you! really appreciate the response from the community helping me through this one!

The More You know.

@techtouchtam  That field is actually automatically tokenized for you for an email that is sent after a survey is filled in. You should include in your template the word to be tokenized, and then when you map in the program step. If you search “Survey” in the mapping, you will see the other auto tokenized values you can use. 

 

The value token you should use is “Survey Response Page URL”.

 

You can also use these in CTAs! To keep email noise a little quieter ;) 

@heather_hansen We want to send the same kind of survey to customers once they’ve finished onboarding. Do you (or anyone) know of an article/post on how to set up the program so when our field called Account Stage changes from Onboarding to run state the survey is triggered?

@aaronhatton may have some cool ideas here.

Rather overthought response:
if it’s an event based survey, there are two events that I would want to see tracked: Stage transition from onboarding -> live (in GonG’s case, stage 4-5)… This could be accomplished by a few fields: Last Stage Change Date ; Go-Live Date (probably a custom field) . The other fields I would want to track would be something like Initial CSM Assigned Date (could be a custom field linked with CSM Name that would be populated once, then locked.) If that was also combined with a field that tracked the Onboarding POC you would have a linear progression of who handled onboarding and who the new CSM was (and this would be in gainsight and not something you’d have to dredge up from SFDC or something like that).

 To me having info like that would simplify the audience build on the survey program, but it would take some work, and you’d probably have to have a rule/rule chain to look for late stage onboarding/ onboarding -> CSM transitions to populate those fields. This is probably more than most people would want to do though. 

I like Gunjan’s mention of using a CTA to help with this AE/onboarding  -> CSM transition - this wouldn’t have to be JO based CTA, you could probably use a rule here too. The conditions would be to look for accounts that recently moved from onboarding -> go live (i.e initial CSM Assigned date, csm id, name, email != null) , then check AO Email for confirmed AE/onboarding survey responses (main filters would be Advanced Outreach Name or Survey Name = your program/survey name), Survey Response URL != Null, Survey Response Date = Yesterday, or within last 5-7 days (your choice based on rule schedule interval.) Pull the Survey response URL/score from AO Emails, and create a CTA that would be assigned to the new CSM. I recommend using the CTA notes to essentially copy what an email would accomplish (tokenize the heck out of it with relevant info.. it could almost mimic the email example provided above).

If you wanted to add a playbook, it could have an assorted “to-do” list of discovery tasks; things like : schedule a meeting with Onboarding poc/AE to recap, confirm core contacts (have CSM double check C360 to ensure those main contacts are available and fully populated on People Maps) and any other housekeeping tasks - if done right, it could be an official, recorded account turnover.  Again… this is probably WAY more than anybody would want to do but it might help provide additional context on top of the info provided in the survey.