Transcript for:
A Day in the Life of a CSM Using TurnZero

good afternoon and thank you for joining us today my name is Corey Pierce and I'm the marketing director at churn 0 and I'd like to welcome you to our webinar titled a day in the life of a CSM using term 0 before we get started I'd like to remind you that we are recording this session a link to the recording will be available 24 hours after this webinar throughout the presentation you are welcome to submit your questions via the question and answer box and our staff will try and answer them as we go we will also address as many questions as we can during the Q&A portion of this webinar now I'm pleased to introduce to you our presenter for today Bora Lee Bora is a customer success manager here at turn 0 she is passionate about helping customers succeed by crafting big picture strategies she specializes in process implementation and change management during this webinar she will focus on helping you guide your customer success team to more easily lead prioritize and manage their book of business in a standardized scalable manner and show you how to do all of this within the turn 0 platform and with that I'll turn it over to you Bora Thank You Corey that introduction thank you everybody for joining us I know we have folks from all over the world so I appreciate you taking the time out of your day to learn a little bit more about turn 0 to learn a little bit more about kind of customer success in our industry so I know that people are still trickling in as Corey had mentioned it's recorded so we'll kind of move forward here and we'll have a good chunk of time here at the end of the webinar so that we can answer any any questions live as well so just to kick off here let's talk through just kind of our learning objective so we have a couple of different things that we're going to be discussing number one just briefly to be on the same page what is customer success we'll talk a little bit about what five common mistakes we see or we ourselves can make and managing our day to day and really how we can utilize turn 0 to help so what we are really going to think about first is your day so how structured is your typical day as a CSM so we'll have a little bit of a poll question here right at the beginning so that we can understand a little bit about what your day looks like so if people are trickling and especially go ahead and feel free to answer and this will kind of tailor our conversation a little bit right so it can run the gamut here from different things it might be most of your days or planned out perfectly and they go exactly as planned or you never have your days planned out so we'll go ahead and and allow for that pulled open and you'll be able to kind of select your answer there myself you know I have most of my days planned out but a lot of the times you have a lot of different scenarios that can occur as ACSM myself so we might have a lot of reactive situations you may have a lot of proactive situations so we'll run through some of those scenarios here today everybody another couple of seconds here to get the poll going and then we'll share the results as well so we're going to go ahead and close out the poll and you should be able to see the results here okay so if we're looking at our results here it looks like one percent never has the days find out so that's good right that's one extreme about a quarter of you have most of the days planned out 60% half some of the time planned out which is which is right about what we expect right there are lots of different things that will happen that we experience throughout the course of life and work in general so that's a really good thing to know so we'll start to address some of the ways that you might have that information planned out for the course of the day and hopefully we can see how we can leverage technology to really give you a little bit more time to plan out some more proactive based activities okay so when we actually think about customer success it can mean a lot of different things to a lot of different people when when we think about customer success what does that mean to you so it can it can encompass a number of different things what I'm going to be talking about today specifically is going to be information around how we are responsible for driving specific outcomes with our customers goals and objectives how we can directly impact customer retention and growth and how really this is not just a loan department right we require the integration and the partnership of all of our different sections of our company and our company as a whole to be successful now when we think about a customer journey with us this may or may not look familiar for some of you it might be a portion within your company or it might be this whole journey that I've laid out here we can think about customers going potentially from a trial of becoming a customer onboarding with you perhaps expanding some of their counsels you to the renewal point and maybe some type of upsell or cross-sell points at any given point in time this task can diverge right RI field paths here would be this green they're perfect everything goes well they're very happy they expand they renew with you and so forth right that's the ideal scenario but what we likely experience is some level of kind of bouncing between these levels as we go through our customers journey with them now when we talk about our customers journey a lot of the time customer success is designed to be more proactive right so we're actually moving away from customers poor customer service towards proactive actions so what does that mean for you in terms of proactivity so that means a lot of different things we want to be able to be pre-emptive and identify and address problems that stop customers from realizing their goals we want to be able to get real-time visibility into this we want to be able to coordinate resources not when they come to you right where don't want to be firefighting one-on-one we want to be able to realize what a lot of our customers are running into and a lot of the times we know where your customers will have difficulty in advance so there's a lot of different proactive versus reactive pieces and I could talk on this for hours and hours so I'm going to leave it at this kind of short list of different actions that you can start to think about within your own processes now as we move forward we're just going to be talking about some general ideas in terms of common pitfalls with managing your day to day and even some different methods that I myself use to manage that those types of pitfalls when I encounter them so the first big thing here is not planning out your day so we spoke a little bit about the the planning out of our day we even did a poll on it so a lot of you are planning your day out to a specific probably a little bit relevant to I guess what you think is important so what this really looks like if you come in on Monday morning or really any morning and you let your inbox kind of take you where you will you know your days calls that are planned out and outside of that you don't have anything else planned one method that I that works really well to manage this is to actually block out my day so I might have two 30-minute blocks for email you know for four blocks for customer calls and so forth right in order for me to do this what that means is that I can't let every single ding of an email Aflac notification a chat chat window really interrupt my day today so in doing so I'm being flexible with my structure I'm providing a structure where I am achieving a specific goal within that time frame but I'm also giving myself the flexibility to react to some things that will inevitably come up now if you don't plan out your day it's really really easy to get sidetracked think about all the applications that are available for you to utilize to stop being sidetracked right the you know you have timers you have app Walker's you have you know different types of tools that you might yourself right now be using in order to avoid being distracted so think about some ways that you might be able to block out your day some examples of time blocks like I have listed out here are emails meetings you might also have personal development outreach admin is a really big one that a lot of people don't account for that might be useful now the second part of this might be going about your day without any objectives and goals so say I've planned my day out in a blocking method but I now have no goals or objectives to achieve within those blocks that can be problematic right because that just means that you might not have any focus when you're looking at the things you're looking to do throughout the day so without goals you have no final outcome to work towards when you know what you want to achieve it's a lot easier to think about how to plan your day out some examples of how I manage it or to set a SMART goal what that is is a specific measurable achievable relevant and time-bound goal such as a zero dashboard that might help you to get to your longer-term outcomes or goals and then the other way is just identify what is important and necessary and we'll see in just a second on my neck why how we can focus on doing the wrong thing so to recap right now we have we don't plan our day out at all the second part is we might plan our day out but we don't have any set goals or objectives whether that short or long term and then the third part of that and all of these really go hand in hand is focusing on doing the wrong thing and really there's not a lot of wrong things you can do with your day right everything goes towards working with your customer but you can be focusing it on the wrong aspects of what actually brings value to your customers so it's really important for you to be impactful and to think about the ways and the time spent to do things in determining a priority level right so we have this kind of little matrix that I put together where you have four sections so we want to spend most of our to time doing kind of high value low effort things so these might be quick ones so your customers or you can see a quick value add in that in that time that you're spending now a lot of the times what we end up doing is a combination of all of these but unfortunately we might end up on the lower end or the lower half of this box here right low value low effort a lot of the times these are emails going back and forth back and forth back and forth where we're really using email like a chat the other section might be low value high effort so we're doing we're spending a lot of effort on something that might have very little impact on the customers overall goal or objectives so we want to start to think about focusing on doing the right thing and prioritizing our day and if you really think about and break down every aspect of what you do over the course of this matrix what you'll really find is that you might be spending too much time doing the wrong thing so how do we fix that you determine the priority and you actually reprioritize your day and this can happen at any point in time right it takes time to figure out the proper priority perhaps maybe the priority levels change so make sure that you're adjusting what you're doing over the course of the day as well be flexible with it now as we move forward we're going to think about the fact that we happen to be reactive and not proactive so most of the things you do over the course of the day might be in response to other things that are being done not things that you have actively planned out for but rather things that have been brought to your attention that happened to be things that you might not want to really pay attention to things that might just be there or present because your customer it happens to be the squeakiest wheel at that point in time ask yourself a couple of different things what's likely to happen first right be proactive what is going to happen or what do you think can happen over the course of the day is giving your customer or your book of business and react to it before it happens let's plan for it let's block some time out for it are there is there any room for improvement for your customers right so what can we do in advance what kind of resources will kind of knowledge can we provide to our customers in advance in order to manage what might inevitably be troubles that they run into and then what is the value that this provides so make sure that everything that you are doing for your customer is adding to and aligning with the value that they're looking for out of out of your services and out of your product itself I've also added an interesting video here just a link about reactive versus proactive I that I that I have found it interesting to give you a little bit more perspective there the last mistake and I see this not just in customer success but across the board and any company really is not leveraging the tools that you have so that means if you have booking links if you have access to automation if you have access to tools that can make your life easier and you're not using them I think that that's the wrong step right because these are here to make your life easier they're here to increase your capacity they're here to give you and save you time so what that means is if you have applications that are meant to help you or if you have access to applications might be task management project management notification walking like I mentioned at the very ending of our conversation here you should be utilizing those tools also you should really be utilizing automation right so again if we think about booking of calendars this is the bane of most folks existence and a lot of folks have gone through and upgraded to some type of booking technology which allows for your customers to book time which allows you to book time with your customers and so forth so we have a lot of information here that's available for you in terms of technologies that you can utilize to manage your day right if you look up time management calendar management you'll see a ton of different things that you'll be able to utilize that you might not even be aware of so moving forward what we want to think about is which of these pitfalls apply to you that could be some of them that could be all of them and we really can start to hone in on ways to manage that now as we have the polls and in folks are answering we've gotten a couple of questions than that I'll just kind of question out here do you suggest designating the time blocks or blocking out general time to focus so it really depends on your personality for me myself what I look to do is I block out just general blocks for example email I'm not designated designating it to a specific customer or specific activity necessarily but for my admin time I might do something very specific so I might have blocks of admin time where Monday and Thursday focus on very specific things maybe proactive things I'm looking to do with an admin or that kind of focus block I might block out different time so while I have the same time locked off or different time sets across the course of the week I might have different focuses depending on what my goals and objectives are for that short term all right so it looks like we are going to go ahead and close here looks like a good number of you have voted about 70% and we can see here a lot of folks have their pitfalls or what they think that they could be working on being being reactive and not active I think that's a common one just because again the person who screams the lab who's going to get the most attention and it's kind of hard to turn away from that so that's good to see not leveraging tools that we have and focusing on doing the wrong things seem to be closed seconds they're so pretty even across the board which is interesting to see now when we get to this point and we think about our day we're actually going to change and turn over our focus to how a technology can help you specifically in this case it's going to be term zero but you might have other tools at your fingertips that might do the same thing or that you'll be able to apply in different circumstances so I'm going to focus right now on concentrating on how turn zeros can help you to manage your day but know that that can be extrapolated across the board now when I first come in in the morning I look at our command center so I'm looking to plan specifically my day right so when I look at my day here we have a command center here in turn zero that allows for us to look at a number of different things and this command center is exactly as it sounds give me the overview of what's going on in my life so my 9:00 a.m. window which is what I like to call it is this calendar view what this allows me to see is do I have any customer meetings today do I have any new customers that have a start date today do I have any upcoming renewals or do renewals so all of this is aggregated into my calendar tab here so I can easily not only manage my day and know what I have going on but also keep in mind some of my larger objectives right some of my objectives might include renewals increasing logo retention increasing revenue retention right those are some KPIs that I myself are responsible for so it's interesting and useful for me to know what's going on with my customers at this time not only this but I might want to look at some daily statistics so this is this has to do with my SMART goals so some of my goals here are that I have the equal or greater number of activities logged for every customer of the day so today I know I have six customer meetings in this case I might actually want at the very minimum six activities love because that's going to be directly correlating with my customer meetings or more depending on what other things I have going on throughout the course of the day I might also want to have a look at the number of tasks I have due or overdue in a lot of cases and the messages that I have for review now for me the best practice is to leave the day with a zero task due and a zero messages refer review for me these two are incredibly important because that means that I've done what I need to do for the day and my customers are not waiting on me for specific things if you have a task do that something like ten thousand one hundred and seventy three tasks do and every single one is overdue or from 2016 right it's time I think to update that and make sure that you utilize again the tools that you have so this is a way that I can really easily see what I've done over the course of the day so the tasks do messages all of this will continue to change over time so that I can easily track that information now what I also look at here are two primary things usage of my customers so what are my customers doing right now what have they been doing over the course of today and comparing if any of my customers turn scores have dropped or increased now a churn score in turn zero is really just an aggregate of different factors and waste of things that I think lead a customer to turn right so it is a flat number between 0 and 100 that says the percent likelihood of the customer to turn so I know if I'm getting closer and closer to 100 I should be doing very proactive things to get out in front and provide values back to that customer so this section gives me a really easy way to identify any changes straight from this number and then this these numbers and actually the links here take me to a segment right just a report that tells me who is in this particular section as I move forward we have the to do section so you have that number at the top and now I can actually easily manage my tasks so what do I have to do today what is overdue what can I easily manage and get rid of out of my out of my reminders here the status is here also give me note am i over do I have high-priority things am i overdue on specific things to help me manage that over the course of the day the week or the month now I'm not unrealistic here right I know that they're going to be tasks that don't get done things that are longer-term etc the goal is to really just manage that if you know that those things aren't going through then then you note that and you make sure that bass got back on your list for tomorrow for next week and so forth now when we think about messages for review this might be a kind of a new thing if you're not familiar with turn 0 but this is a way for us to have a level of added control to our automation so when we automate some pieces of our workflow we have the ability for you you or your CSS to review the content that's going to your customer so that I can update it I can customize that I can personalize it in a way that makes sense before it goes to the customer so not only does this give me control and less work because the message itself has been automated at least the general bones of it but I also gives me a heads up as to what's going on with a customer so I can see here that they haven't set up the first Twitter campaign which they should have done so in this case I'm not only getting a heads up but I'm also being proactive in nature and being able to automate some of my time so this is the first section right I've just come in and that was the first 10 minutes of my day boom boom boom I can see a little bit of an overview now as we go through the day I want to be able to prioritize right if I'm thinking about blocking out my time I want to be able to be proactive with some of my customers that might need a little bit more help and I might not have direct access to that right now right I might not know from that dashboard that my customer is struggling if you have a very large or high velocity book of business it might be impossible to even see or manually check every single one of your customers every single day and I don't recommend that so what we're actually doing is now doing a slightly deeper dive into different parts of turn zero so that we can see what should be important and only I know what's appropriate and relevant for me at the time and you can train your team to understand this so from my perspective in that dashboard you have two sections here we're going to start with my segments my segments allows me to bring in those groupings of my customer base that I think are important so again going back a segment is essentially filtering down your customer base to a specific subset based off of criteria that you give them my accounts that are in trial my accounts that have been doing the next 90 days my accounts that are at high risk my accounts that have not done X Y & Z even though they should right lots of different ways that you can slice and dice that information that is available so in this case I have a high level overview of accounts and trial upsell opportunities behind and stuck in onboarding I might not worry so much about my upsells or my accountants trial but I'm definitely going to pay attention to those that are behind and stuck in my onboarding process why because that tends to be where a lot of our customers fall off that path that graph that we looked at at the beginning so use this section to get a high-level overview of what important groupings you want to keep track of yourself and then open that up to see the specific details all in one view so I've been able to assess I've been able to open up the segment get the detailed information here so that's really important to me to be able to do very quickly the other tab right next to that on the command center is going to be my terms for changes so remember that turns four was that flat number that gave you the likelihood of churn for your customer and I can see here any change over time so right now I'm actually comparing from two months ago to today's date what I want to see now based off of this particular term score and this one happens to have three factors I'm able to very easily assess that they were much healthier 1111 percent likelihood to turn and they've gotten much worse than their health based off of these activities which I've deemed are the factors that lead to turn right so I can see that they've actually dropped an email sent which is an activity that I expect them to do I can see that their login number has dropped and in combination that's given me a much worse likelihood to turn which is 68 percent likely right so that's a 57 percent change over time now what can I do from the screen to impact that and remind myself of this information I'm actually going to be logging activities creating a task perhaps to follow up or to block time to be proactive and have an audit of the individuals account I might run some automation or manage how my customer is doing in a specific journey I have created so lots of things that I can just do from those two screens now within each account segment you also have important information so just like the my segments section we have account segments contact segments event segments tons of information that's available to you based off of the data that's coming into turn 0 and I'm actually going to use the Select columns to make these segments mini reports so I have a my favorite account segment which is the default account segment I go to it pretty much gives me an overview of every single one of my customers and I put the important factors that I'm looking for on a day to day basis on these columns here so I put the renewal date I've put specific maybe activities or events but I expect my customers to be doing on a daily daily basis I'm looking at disengagement if I haven't spoken with them in a specific amount of time utilization right this is just pretty much anything that you want to think about in in the aspect of factors that you deme are relevant for your customer base in your industry you can pull into here based off of that data now one thing to note about this right the pulling together of the data itself can be easy the thinking about what leads to that can be a little bit harder right so that's where you want to get together you want to brainstorm with your team block off some time so that when you come to this when your team comes to this section you all are in agreement about what you're looking to do as a team and you all have the appropriate standardized and scalable responses to the same types of activities right let's not create more work let's bounce off of each other and actually utilize our team to make ourselves more efficient another section that's really important are alert notification so if we're thinking about high velocity customers I've had customers that say okay well we don't even know where any of our customers at this point in time because we have so many customers so whether you have a hundred customers thousand ten thousand a hundred thousand customers alerts are going to do a little bit of the manual work for you so again I don't want to be looking into every single one of my accounts for specific behaviors once I've determined what behaviors I should be looking at and tracking I can use alerts to give me the information when the time is right so I don't want to be tracking every day the number of logins that are occurring for every single one of my customers I actually really just want to know when they go off track right when they suddenly stop logging into my application or stop doing something that they're supposed to do and all I want to know is who's done it when did when did they do it and what do I need to do right so the alerts give me a way to automate that process so this alert itself tells me what has happened okay customers trending down and usage the account has entered this segment which tells me about usage is dropping and now I'm getting important information the contract value is this the churn score is this some best practice tips have been included here so I can go and check it recent usage data and I can request a meeting right these are my steps this is a scalability that we're talking about right so as CSM I now get this alert that tells me exactly what I need to do and what I need to be focusing my time on when we go into other parts here and this might differ for everybody we're looking at journey so I can have a journey of that on track I can have a journey that's behind or stuck when we're talking about a journey overall just think about the fact that your customer is with you through certain processes right so a lot of folks have onboarding in their training in their some level of adoption phase before they hit renewal so I want to make sure that my customer is always on track during these points in time and if they fall off track I want to know right away so that I can right the ship and bring them back onto the right path if they start to fall behind I can do certain things if they get stuck at a certain point in time I can understand that now with journeys I'm able to do that on a customer level and then I can actually leverage customer data to find out if we are meeting the ideal so say we've set an onboarding journey the expectation is that it would take 60 days of my data is saying that for everyone on average it takes 90 maybe we need to do things to adjust that process right from a leadership perspective as a CSM I'm looking at that I'm saying are my customers having a harder time in the journey or not where are they struggling and how can we leverage information that we know about the customer usage account data opportunities data all of this in order to manage that change prior to it occurring or prior to the customer getting frustrated so that gives me my overview of the day that gives me my overview of the things that I should be paying attention to that I haven't necessarily blocked in yet all right so I've now blocked in being a little bit proactive with my hit list of customers I like to look at maybe five to ten hit list customers over the course of a day or a couple days so that I can focus on those customers and give them the attention they need but I also have my daily day-to-day customer calls I have calls with customers and I need to be able to understand where they are at this point in time and I don't want to spend an hour researching every single customer every single time why because we only really have 8 to 12 hours a day that we're actively working right hopefully it's less than 12 here today but what I'm actually going to do is because all of my information is aggregated into a single location I can look on an account profile to find really important information like standard information when did they start one of over new in what's their total contract value when were they last active how frequent are they are they daily users hopefully not weekly or inactive users what's their license count and how do they think about our product in our company right NPS on the on the account level I can also see churn score information and I can see the trends over time so again what are we going back to we're going back to being able to assess the health of a customer very easily kind of in an overview format now from there I can take a little bit of a deeper dive right last thursday's what kind of usage should they have in our account and are we trending up or down now can I get deeper and deeper into this certainly but if you have five minutes between calls 15 minutes between calls what is the important information I need to know right that information is are they healthy if not what are we looking at where are we seeing the drops and what is important for us to address on our call today I can also assess where they are within a milestone so again we talked about being behind or being stuck in a journey this can give me the direct information I need to know to get them back on path hey you've been here for ninety five days really you should have only been here for a thirty I see the difficulty here is sending regular emails how can we make that easy for you right this is part of your objective is to be able to send emails regularly you know let's work together to find a plan to make that happen so I can do lots of different things within my calls and information I'm looking for now once I've actually completed the call itself I tell you I love an activity for every single call so now I'm going to say okay I've opened up the next I'm just going to log it I'm going to jot in my notes here and having a format here makes it a lot easier right I'm standardizing the process again and I was able to easily manage the notes for every customer I'll understand a lot of us have backed back calls this is not always easy but that command center view again gives me the ability to say oh well I know I have six customer meetings and I can actually see the meetings I have so at the end of the day if I didn't have time to do it during I can log the call directly from that calendar screen you can also set tasks so create tasks that remind you to do things right which kind of flow back into that circle and then also update any field information on the account or contact directly from that account profile so that gives me a lot of information about my customers over the course of the day if I'm looking to be proactive I can see information about my customer with the usage information all of the ties together right so you're going to be in and out of a lot of different account profiles but that command center will keep you nice and honed in now at the end really what we're talking about is reporting right we want to be able to make data data-driven decisions so are you succeeding are you managing your time are you managing your customers do your customers find that you time with you is valuable do they find your product valuable all of these really matter because without that measurement then we don't know what we're doing right we don't know if we're succeeding or failing now you might have a gut feeling there but it's always nice to have it in the data so internal reporting this is one place where you can again utilize the my segments section from the command center so within this section you can you can put in different account segments so from a leadership perspective I might not have any of these because I might not actually have a book of business but I might have each of my CSM in Spokeo business here so how are my CSM is doing against one another how does their book of business look what is the health of their book of business do we have a rock star individual do we have an individual that's struggling how can we make them all become better and how can we have them standardize the process so they're books of business look similar right we're always Nevin are going to have high-risk customers we're probably going to have some medium risk but how do we make sure that our team works together to be as successful as possible individually and combined you also have account help so we have this in two perspectives from our managers perspective which is kind of this view this team view which allows a manager to see anybody under their domain so I can see any of the direct reports to me that are available and I can see their total books of business and health this is one easy way to see it I always recommend using this filter by segments which is available on most of our reporting dashboards to allow for you to hone in on a specific subset so I might say okay this is all of those in my in my team's book of business but I actually only want to focus on the health of my enterprise customers so I might have an enterprise segment but I filter this whole dashboard on which will give me a little bit of a different picture so if I have different subsets of customer bases which I expect to act differently or have different levels of renewal health risk and so forth I can also manage that information now from a CSM perspective you will not have this toggle view so you'll just be able to see your own book of business and in the same manner you can filter based off of things that are important to you customers that are renewing the next 90 days customers that are doing specific things or better yet that are not doing specific things that you have asked them to do in addition for the team engagement from a manager perspective if you scroll down on that my commands excuse me my dashboard page you can also see team member engagement so I know this is sometimes from some team's track this pretty heavily and some teams don't I think that engagement is a pretty big sign of or disengagement rather is a pretty big slide that a customer is on the or that they're not finding value in your product so making sure that our team engages which are with our customer base and gets a good percentage of account coverage right being able to touch a certain amount of of your customer base over a given period of time is incredibly important so if they are not engaging or if we don't have that information how can we be proactive with our customers right how can we provide little bits of value that will keep your customers happy and coming back to you the last two things here I'm going to talk about before we go into Q and a are going to be what I call leadership reports really they can be for anything but these are the numbers that your leadership team is probably most interested in so the first big thing here is a calpro are we keeping our customers right it's easy it's easy to just say yeah well we're about the same level we think but are we actually retaining our customers and are we retaining or expanding the revenue so this gives us an easy way to see that now this specific account growth chart is based off of logo retention or you know the bigger specific customer base or number because everybody has different ways of calculating revenue retention right so we're trying to standardize this will give you a this nice graph that shares a little bit of information on different types of timeframes right so it might be quarterly it might be monthly but I can see here the total number of accounts I have the total number of accounts that are new in the month of April 2019 goes that have turn or left us with an arrow of 2019 and then give us a little bit of the calculation on necros in the term pair right so interesting information for us to see at the bottom of the section there's actually detailed information where you can manage tasks where you can do a lot of these things now this account growth is under the the dashboard section or than my command center section so you'll see that at the very bottom the last thing I'm going to touch on is customized reporting so automated customer as reporting based off of your KPIs so we are able to export any segment that we have available to us and create some information that that might be specific to your industry or to your company that might interest your leadership team so this can be both on an individual level so I as a CSM might want to pull out some information just have a dashboard for myself so I can help to keep track of certain things that my customers are experiencing I might do it at a team lead level where I want to look something like this I want to look at what my team is doing how well are they doing what accounts are struggling what accounts are really healthy you know how is the satisfaction of those accounts and NPS so I can create that or it might be a leadership level reports right like executive level reports where we're looking at things like forecasting or you might want to have different pieces in there overall do we have any trends in turn do we have any trends in new acquisitions or different industries and types right so there's a lot of different types of reporting that can be done based off of the data that is available in turn 0 so if we think about all of the things that you might have available you might have support tickets available you might have event data available you might have attribute data or CRM data available all of these can be combined to give you the raw data to create any of these on your own so that brings us kind of to the close of the webinar portion here today I hope you all have learned a little bit about just kind of different ways to manage time how different pieces of technology can help you just to recap we're going back and we're thinking about the five different pitfalls so what we started with was not planning out your day then we talked about not excuse me going about your day without any objectives or goals we talked about focusing on doing the wrong things then being reactive and not proactive and not really using the tools that you're at your fingertips right not using the tools available to you so hopefully this is giving you a little bit of glimpse of how you can start to manage that and how you can leverage tools like turn zeros healthy to get through your day on the day to day on the week to week month to month and year to year awesome thank you for that presentation Borah at this time I'd like to invite the audience to please go ahead and submit your questions via the question and answer box on your webinar console and we will see how many we can get to we had a question that came in that was when you were going through the product demo piece and it says our customer is able to see the status of tasks on their end or is that more used for internal task management yeah so right now the tasks are based off of the internal task management when you're thinking about tasks for customers generally speaking a lot of folks have project management tools things like team work or base camps and things like that that allow them to share that information it's not meant to be project management it's meant to help your team manage their day-to-day and if you process and scalability awesome we have a question that came in that says reactive needs are inevitable to pop up from our customers how do you suggest handling those since they can't be ignored yeah that's a good question and I think I've mentioned it kind of throughout the webinar because we do know our customers sometimes have fires big or small the number one step is to prioritize that information so if we look back to that matrix that we're talking about we might see that the priorities of our customers and ours might be slightly different but if we can think about that matrix where we have high priority medium priority low value we have to think about being alignment with our customer base so if my customers objective and goal is X and their need right now their fire squeaky wheel is that why is happening and it has nothing to do with X maybe it's a little bit of a lower priority still on your radar still available to you but not something you go screaming and doing today now if your whole database is down if a customer's system is not working right these are things that we want to react to right now and you build the time in four but things that are like emails around things maybe that you can send to support or maybe that might be technical questions I would leverage things like the resource basis that you've created or videos that you have available to you articles that you have created on behalf of your customers and share those first learning by doing is the easiest way to make sure that your customer sees what they're able to do as well awesome we have a question that says can managers assign tasks to their teams or does the individual CSM have to do that yes so with tasks what we generally recommend is that they be automated based off those different types of things that one-off tasks certainly either you can create you can assign to an individual but we have workflows both in Play books which are automation that involves email potentially external communications to your customer in-app messages which are external or tasks which are internal as well as journeys that are designed to Auto create tasks based off of where a customer is at a specific point in time so those might be more useful than bulk adding a task to to your CSS to manage great thank you for that clarification our next question says could you please let me know how the turns your I'll turn 0 connects with staff the staff product to show usage and adoption metrics from your customers yeah so um turn 0 you utilizes API and the JavaScript we in order to get data information so once we're able to get that information via one of those methods or Google tag manager is also another one we're able to analyze that data in the sense that we are creating segments right so the event happens for example login and every time a login event happens we might have it logged in turn 0 then I'll use things like segments you see give me all of my customers who have not logged in in the last two weeks give me all of my customers who've logged in more than 30 times in the last two weeks for example so we can use the data for each event occurring in order to hone in on the information that we're looking for now really that's dependent on on some different things in terms of knowing what you're looking for and be appropriate and important information which is more of a process thing awesome our next question is I found that customer show up late to meetings which messes up my schedule for the day any ideas on how to help minimize this impact I think this is also one of those inevitable things where people are run light I run lay I'm sure your customers run late some things that you can do to to really hopefully minim minimize and of running over for other customers would be number one you could record each session so if there are late people coming coming into the meetings they have the information the same information that you're imparting on your customer that was present you can say that you have set time right we have a hard stop at the bottom of the hour because because everybody's time is valuable my customers time is valuable our time is valuable so we want to make sure that we're aware of that the last thing I might do honestly is I book a little bit of a buffer time between my meetings because of the fact that never leaves somebody but will run late or I might run late and I want to do service and make sure that I'm on time and I'm able to provide the same level of service that I would be able to every every single time perfect we have another question and that is do you have an examples of smart phones when it comes to managing your daily activities yeah smart goals are interesting I think it in theory right because a lot of times we have very big goals I want to do X I want to do Y without having the smar T part of it a lot of the times it can be hard to a you were input different steps that actually get you to that goal so for me I have small ones over the course of the day right I'm looking to hit X level of engagement so I might want to target five customers on any given day where I am doing something proactive it doesn't have to be something based but it might be something as small as I noticed that you're not doing this in your system and it can provide value or like I mentioned earlier the Xero dashboard for me is really important zero inbox zero dashboard for me I don't always achieve it but by the end of the week my goal is always to have that that information completed and zeroed out so that I know that my customers have gotten the information they need to make important decisions that's great we have a question around the calendar so does turn 0 sync with Outlook meeting calendar yes it does so it syncs with outlook 365 specifically and how it works is that we have contacts with interns Eero and then what we do with insurance ero is that we match the contact email address with a contact email address on the event itself and if we see that only those are the meetings that we pull in right so only those events are the ones that we manage awesome um see it does sync with the Gmail G suite as well perfect I think that's all the questions we have right now so I'd like to thank everyone again for taking their time to join us for this webinar and I want to let you know that when you log off we will have a attendee survey pop-up and then we appreciate it if you could take a moment to provide your feedback thanks again for joining us and everyone have a great day thank you