ClientSuccess - Grid View

Introduction to Client Grid

This section introduces the Client Grid, which is the home screen for getting a high-level overview of your entire book of business.

Key Points:

• The Client Grid allows you to adjust your view by loading a saved segment, adjusting columns, adding filters, and pinning or exporting your most important clients.

• The blue navigation bar at the top of your screen persists on any page you visit in Client Success and provides quick access to various features such as customer lists, contacts, tasks, revenue forecasts, NPS or financial reporting assignment filters, global search and personal settings.

Customizing Columns

This section explains how to customize columns in the Client Grid.

Key Points:

• Custom column organizations allow you to bring the right data point center stage for your customer success team to leverage.

• Columns can be added or removed by clicking on the gray and white box icon in the upper right corner of your screen.

• Select or deselect boxes next to their corresponding columns to create a custom list of your most important client fields.

• Drag and drop columns to reorder them based on priority levels.

Applying Filters

This section explains how to apply filters in the Client Grid.

Key Points:

• To apply a new filter click on the funnel icon in the upper right corner of your screen. Commonly used filters might be last engaged pulse level client type and more.

• Once you have adjusted the filter criteria according to your needs you can optionally save this segment by clicking on the orange save button at the top of your screen.

• Segments are dynamic, meaning clients will enter or exit this segment based on your filter criteria. Segments can be shared with your team or kept private for personal use.

Creating and Managing Client Segments

This section explains how to create and manage client segments in the Client Grid.

Key Points:

• Anyone on your team can create, save, and share their dynamic client segments by clicking the orange save button at the top of your screen and providing a clear name for the segment indicating when or how it should be leveraged.

• To change or retroactively edit a client segment, load the client segment by clicking the pie chart icon, apply changes, and click the orange save button to determine if this change should be appended to the existing segment or if an entirely new segment should be created.

• To delete a shared segment navigate to global settings and click segments. Here you can remove client segments from the platform which are no longer needed. To delete private segments a user can log into Client Success click their avatar icon then my settings; Segment management can be found on the left side of your screen.

Visualizing Client Fields

This section explains how visualizing client fields helps determine priority levels where human touch is needed most.

Key Points:

• There is proven value in visualizing client fields to determine priority levels where human touch is needed most and informing how to curate an appropriate response to client milestones or trends.

• Customer success practitioners spend most of their time saving and updating client information as they learn more about clients' roles in their relationship.

Leveraging the Grid View

This section explains how to leverage the grid view and custom segments to make bulk changes to client records.

Key Points:

• Client Success customers are able to leverage the grid view and custom segments to make bulk changes to their client records, such as applying a newly created success cycle, sending an NPS survey to a select cohort, exporting data to Excel, or creating automated triggers that apply only to a specific client segment.

• To create your first automated rule navigate to global settings and click automation. A common example of an automated rule is when pulse is updated to extremely satisfied and client type is enterprise. With this, we can assign a task to the assigned CSM or even apply a success cycle to pursue an advocacy event.