Transcript

In this video you’ll learn techniques for adding a new SuccessBLOC. Major topics include: Mapping out your journey, getting team feedback, and Marketplace templates.

If you’re a program manager, you may have permissions to add SuccessBLOCs to your Totango instance. You can think of a SuccessBLOC as a single stage or function within your entire customer journey, neatly packaged to hold all of the automations and KPIs that you need to be successful within this stage.`

Let’s take the Onboarding Stage of a typical customer journey. You sign up a new customer, and now your team makes sure the customer has everything they need to be successful with your product. To start mapping out that onboarding journey, I’ll go to the left navigation, and click “Customer Journey Marketplace.”

As you can see, there are already pre-built templates that I can start with. We absolutely recommend starting from one of these templates–and we explore some of these further in another video–but for training purposes, we’re going to start from scratch.

I’ll give it a name, a subtitle, and choose the Flow–to categorize this bloc. I can also choose which tabs to make visible, and I’ll show you how you can edit this later. I’m now looking at a blank SuccessBLOC. Don’t worry, no one else except other global admins on your account can see this yet.

Let’s jump right to the canvas, so I can storyboard the onboarding journey. We start with Tracks. For onboarding, my company typically does a kick-off. Then Discovery. Implementation phase, and finally Go-Live. With anything project-based, there are typically risks that pop up throughout, so I’m going to define a track for that as well. So you see, the tracks do not have to represent a left-to-right linear process; they are there to group your processes and communications however it makes the most sense.

Now for the meat of the SuccessBLOC–which are the campaigns (communications to our customers) and successplays (internal processes for our portfolio mangers). In our kick-off stage, for example, we send a welcome email to introduce our new customer to our onboarding program.

We also have a process for the people responsible for executing the kick-off; this one is to remind the assigned team member to schedule and run the kick off meeting. I can keep filling out each step of this journey. When the customer is live, for example, we send a Satisfaction email about their onboarding experience, and then we have an internal process to close out the project. Under risks, we might want to identify what to do when onboarding is delayed as well as have a play for what to do if we get poor feedback in that onboarding survey.

All of these cards are set to draft. Right now, they are placeholders to help me visualize the flow. Each of these items also now appear on the corresponding tabs within the SuccessBLOC. I can edit them from here, or I can continue editing directly from the canvas. If I was ready to design this particular communication, I can choose a campaign template and get to work. You can learn more about campaign design in another video.

When I’m ready, I can activate per card, so I don’t have to roll out every step at once. As I work, a best practice is to share the journey with other members in your organization to get feedback. Over time, the ability to filter the canvas by which of these cards are active is particularly useful, because I can keep working on drafts and refining my process while still showing off current state.

I may also want to invite another team member to help me build out some of these tracks and cards. If another team member does contribute to this canvas, I can always filter to see who did what.

Finally, when my SuccessBLOC is ready for everyone on my team to view it, I can publish–but we won’t do that until we build out all the other parts. Now that you understand the basics of a SucccessBLOC, you likely have a better appreciation for how valuable the marketplace.

For example, let’s now add the Onboarding SuccessBLOC from the marketplace rather than starting from scratch. One quick click, and it’s ready for me to set up and personalize. This setup tab helps guide you on that process, but you can turn it off from the Edit button on the bloc. You can also change the name of this bloc, and by doing so, whenever you go back into the Marketplace, you’ll see that you can add another version of this template again.

Within the canvas for this template, I can make any changes I want, such as adding a new track, changing the order of tracks, and even rearrange cards. In addition to the canvas being populated, including all of the SuccessPlays and Campaigns, I also have starter content for my scorecard, reports, assets, and segments. We’ll learn more about configuring each of these items in other videos.