Workspace Uses & Examples

The tables below are examples for how you can use Workspaces to support particular moments within the customer journey. Let us know in the comments if you have set up Workspaces in a way that you’d recommend for others!

Customer Onboarding

Taking the following actions in Workspaces will support a smoother onboarding and go-live experience for your new customers.

Stage Name	Actions	Details
Internal Handoff	Internal handoff call with sales	​Set up a 20 minutes handoff meeting with the Account Executive Mark the deal as closed won Get pertinent customer demographic information Get the SPICED information and add it to notes a. Situation b. Pain c. Impact d. Critical Event e. Decision Stakeholders involved and the organizational structure The why behind the deal Business impact
	Identity fit	Identify the Fit of the customer to make sure it’s a part of the Ideal Customer Profile 1. Technical fit: Does the customer have all the technology prerequisites to implement? 2. Functional fit: Does your product have all the functionality needed to make the customer successful? 3. Experience fit: Have the stakeholders you’re chatting with bought similar products before? 4. Internal buy-in fit: Is everyone on the org map from Executive Sponsor to IT sponsor bought into the vision of the product? 5. Overall Fit: Based on the above criteria, what is the overall customer fit?
	Introduction to customer	Get a warm introduction from the Sales Rep to the customer. This creates a more seamless handoff Hi <<Customer Name>>, Let me introduce you to your Customer Success Manager, <<CSM>>. <<CSM>> has been working with customers like you for a while and has had a great success rate in getting clients onboarded as quickly as possible. <<CSM>> and I will help you and your team get up and running quickly with our service and help so you achieve your <<Business Outcome>> successfully! Best, <<Account Executive>> Email for CSM next steps <<AE>>, thank you for the introduction! <<Customer Name>>, It’s a pleasure to connect with you. Welcome to <<Company Name>>! <<AE>> and I will be making sure that your onboarding experience is as seamless as possible. I would love to schedule a kick-off meeting with you in the upcoming week! Here is my availability: <<Availabilities>> Please feel free to add anyone else who you feel could benefit from the call. Best, <<CSM>>
	Create assets to prepare for kickoff	Implementation deck - A deck to walk customers through - Outcome driven mission Current challenges Drive for change Business priorities Ideal outcome How our solution works Why our solution would NOT work Organization map - Know exactly who you'll be chatting with *only share this within your organization, not with the customer* 1. Initiator: Request maker 2. Decider: Decision maker (Executive Sponsor) 3. Buyer: Signs the contract 4. Influencer: Champion 5. End user: Product user 6. Gatekeeper: Controls communication Mutual Action Plan - A project plan outlining the joint path to get the customer up and running successfully Purpose of the project Stakeholders Prerequisites Success criterion Project plan Execution plan
Kick off call	Kick off meeting	​Introductions Implementation deck review Add deep dive questions about their business and outcomes Demo the product Create a MAP (Mutual Action Plan) Schedule regular check-ins and next steps for actions
Check-ins	Set up monthly check-ins for the first quarter	​Things to review: Quantitative impact Qualitative impact Usage metrics Open support tickets Best practices Additional trainings
Onboarding completion	​Get confirmation from customer	Get confirmation from customer that they have been successfully onboarded Convert them to a quarterly cadence

Growth vs Risk Actions

The following setup will aid you in determining whether a customer could be a strong upsell opportunity, as well as identifying key red flags that could represent an increased risk of churn. Once churn risk is identified, you can also use the outlined action items to mitigate risk and maximize retention opportunity.

Stage Name	Action	Details
Growth customers	Identify & communicate opportunities	New platform updates High success metrics Positive qualitative feedback High NPS/CSAT scores Case studies Stakeholder engagement
Churn risk/escalated customers	Identify at risk customers	Stakeholder changes Drop in usage Negative qualitative feedback Low NPS/CSAT scores No-show on calls
	Reach out to at risk customers	Schedule ad-hoc call with stakeholders Analyze metrics Create an improvement plan Manage any support tickets and contractual obligations

Executive Business Review

The following steps outline the recommended activities/metrics to help deliver a successful QBR/EBR that shows value and builds goodwill with your customers.

​Stage Name	Action	Details
Prepare assets for QBR	Prepare the deck	​Agenda Results & ROI Operationalization Adoption metrics KPIs Upcoming features/roadmap
	Prepare for a run through	Quantitative impact over last quarter Qualitative impact over last quarter Usage metrics Benchmarks Support review Best practices New feature set training Things going well Improvements
QBR review calls	During the call	Appreciate their time Confirm the agenda Verify any first-time-to-value goals Review the QBR deck Address tactical issues Ask questions Summarize/recap
	Past call steps	Send meeting summary Update deck as per feedback
Optimization	Feedback communication	Communicate improvements needed, process changes required, product issues to relevant teams Document positive aspects as a customer win story

Renewals and Referrals

The following setup highlights key activities that will enable a smoother renewal experience for your customer, and where to find them within the involve.ai workspaces functionality.

Column	Info card	Checklist
Timeline	CTA assuming 60 day notice period	3 months from renewal: Prepare Impact Orchestration (metrics, case studies etc.) to demonstrate ROI 2 months from renewal: Reach out and remind the client about the upcoming renewal 1 month from renewal: Schedule renewal call 2 weeks from renewal: Close the renewal deal, else escalate to leadership 1 week from renewal: Accounting to send over invoice to customer
Communication	Set up the renewal call	​Confirm renewal date Overview of impact to business Discuss highlights Feedback incorporation through the year Ask for referrals
Referral	Qualifications for a referral call	Customer recently renewed The customer did a case study/webinar Submits an NPS/CSAT score of 9 or 10 Writes a positive online review Support issues are successfully and timely resolved Call it an introduction, not a referral