Introduction
Ensuring a consistent customer journey requires well-defined compliance metrics that measure progress and engagement at each stage. By setting up compliance checkpoints across the lifecycle, your team can identify deviations early and ensure customers receive the right support to keep them on track. This article will guide you through defining compliance metrics and establishing checkpoints that align with each lifecycle stage, providing a clear structure for journey compliance.
Step 1: Identify Compliance Metrics for Each Stage
Start by defining the specific metrics that indicate compliance for each stage of the customer journey, ensuring that progress is measurable and actionable.
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Onboarding Completion Rate: Measure the percentage of onboarding tasks completed within a specified timeframe to ensure customers are set up effectively. Use Success Plans to track essential onboarding tasks and assess whether customers are progressing at the expected pace.
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Feature Usage and Adoption: In the Adoption stage, track feature engagement to confirm that customers are actively using core functionalities. Use Adoption Explorer to monitor which features customers are using and identify any gaps in product engagement.
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Engagement Frequency: For the Renewal stage, monitor the frequency of touchpoints with the CSM to ensure ongoing engagement and alignment. Use Timeline to log and review interactions, making sure that customers remain connected with your team as they approach renewal.
Step 2: Define Compliance Checkpoints for Each Lifecycle Stage
Once metrics are defined, set specific checkpoints that indicate whether customers are meeting the compliance criteria for each stage.
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Onboarding Checkpoints: Establish onboarding milestones, such as account setup, initial training, and first product use, to ensure customers are progressing smoothly. Use Journey Orchestrator to create automated reminders that encourage customers to complete each onboarding step.
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Adoption Checkpoints: Define adoption milestones based on feature usage and engagement. For instance, set checkpoints for customers to reach a specific usage level or complete a product tutorial. Track these milestones in Scorecards to ensure customers are effectively adopting the product.
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Renewal Checkpoints: In the Renewal stage, establish checkpoints for CSM-led touchpoints, such as a business review or value confirmation discussion, to ensure ongoing engagement. Use Dashboards to track whether these checkpoints are met as customers approach renewal.
Step 3: Establish Compliance Standards and Documentation
Documenting compliance standards ensures that each team member understands what constitutes compliance at each stage and how to track it.
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Create a Compliance Standards Document: Develop a document that outlines each compliance metric and checkpoint for every lifecycle stage, providing clear guidelines for your team. This document should include specific criteria, timelines, and expected actions for each stage, ensuring consistency across the team.
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Use Scorecards to Track Compliance Status: Configure Scorecards to visually indicate compliance status, such as “On Track,” “At Risk,” or “Non-Compliant.” This helps CSMs quickly identify customers who need additional support to stay on course.
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Log Compliance Actions in Timeline: Use Timeline to document compliance actions, such as completing a milestone or addressing a compliance gap. This creates a record of interactions and actions taken, promoting accountability and transparency.
Next Steps for Success
With compliance metrics and checkpoints in place, your team can begin tracking customer progress more effectively across each stage. In the upcoming articles, we’ll cover how to automate alerts for non-compliance, monitor compliance trends, and set up escalation paths for extended non-compliance.
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