Carrie Pun's Portfolio

Overview

Customer Success Cloud equips enterprises with tools to understand customers and enhance personalized support through cross-team collaboration.

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Solution:

Our team introduced "Objective KPI" to help Customer Success Managers (CSMs) measure the impact of their work in playbooks. Linked to objectives, these KPIs allow CSMs to track progress using measurable metrics. They can be managed through the existing Success Tracker and the newly introduced Value Tracker.

Discovery

During discovery phrases, we have conducted customers call and workshops with internal CS Cloud users, which includes customer success managers, and also sales, account executives and solutions engineers.

Customer Call

The calls are semi-structured interview. In summary, we found out:

The pain points are there is no single source of truth during the handover between Sales and Customer Success Manager, therefore there is high manual effort for CSM to organise all information in CS Cloud
Definition of values vary with different persona. Values is measurement of objective's success for both internal and external use.

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Workshop

After our calls, we organized a workshop with Customer Success Managers, sales, account executives, and solution engineers. Our goal was to map their end-to-end journey—from prospecting to post-sales success. Participants reviewed our research, refined the journey, and prioritized key data for each step.

We found that, despite varying information needs, customers' business challenges and success metrics are essential at every stage. Sales and Solution Engineers capture these insights during prospecting, and CSMs refine them after account handoff.

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Define

Persona

From our research, we identified two key personas who would benefit from these features: sales team members (including Sales, Solution Engineers, and Account Executives) and customer success professionals (such as Customer Success Managers and Service Leaders). After internal discussions on product strategy, we decided to focus on the Customer Success Organization, specifically Customer Success Managers.

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Job To Be Done Statement

Based on the research, we have define a set of JTBD statement:

There are 2 main jobs CSM want to accomplished though this new feature includes:

CSM want to understand insights from all previous conversation and research when they are contacting with customer
Many conversations have already been conducted before CSM introduced to the customers, and allowing them to gather all insight quickly can help them start working quicker and reduce their admin work.
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CSM want all information to be consistent and accurate
As informations is stored in different way and place, information may contradicted with each other and they need validate with customers who have been asked with same questions multiple times.
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Hypythosis

We believe that by providing objective KPI, we can minimise CSM manual effort in moving and copying insight between different platform, allow them to work more efficiently during customer engagement.

Ideation

New Flow

Based on findings, we have proposed the following new flow for CSM creating success planflow:

The orange notes means process in Customer Success Cloud and grey notes means process in another product also offer by our company

In the new flow CSM need to capture Objective KPI when they are setting up objectives, also they are add new or amend the KPI on success tracker which locate in success plan record and a new component called Value Tracker

Evaluation

Validation

We share our design with internal CSM and customers' CSM, they all agrees our solution help them work betters as they can maintain internal playbook progress and external delivered customer value in CS Cloud. Besides, they appreciate the visual in the design, so it helps them digest all insight easily and quickly. They have some feedbacks to improve the solution:

Same KPIs can be shared by multiple Objectives: CSMs suggested sometime the KPIs could be achieved by multiple objective, therefore they would like a many to many relationship
Analytic: An additional feature CSMs suggested is analytic for KPIs, as it would be help them to visualise the progress of the objective KPI through dashboard and chart.
Hard to find information: Many interviewees has mentioned they did not recognise the panel in success tracker before, and they though it involves too much click before they could review those data.

Final Design

Regarding above feedbacks, we have finalise our design for the first iteration of this objective.

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Setting Up Objective

We provide users with a flexible and versatile way to set up objective KPIs. One of these methods is by adding objective KPIs directly while creating objectives within a success plan. To streamline this process, we've included an editable Objective KPIs grid at the bottom of the detail modal.

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Integrate with Success Tracker and Value Tracker

Users can monitor and revised the progress of objective KPIs and add new ones directly from the Success Tracker's side panel.

In addition to the Success Tracker, we offer a dedicated Value Tracker component. This tool allows users to conveniently edit and review all objective KPIs associated with their success plan in a single, centralized location.

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This prototype demonstrate how user can add and edit objective KPIs on success tracker and value tracker

Reflection

The project was challenging because the initial vision that created before our involvement conflicted with the findings from our research, and eventually we decided to take a very different direction. It required many discussion before we could successful launched this feature.

Besides, my team was fairly new to this product, therefore we took some time to learn about the products, including its architecture, persona and requirements.

#CS Cloud #B2B

Value Tracker