Transcript

In this video we’ll run a SuccessPlay. Major topics include: Event-Based vs. Manual, choosing a template, and completing mandatory items.

SuccessPlays are essentially templates that standardize workflows. When everyone on your team aligns processes around commonly recurring events–such as kick-off calls, customer handoffs, renewals, champion loss–your customers experience consistent service, and your job as a Portfolio Manager becomes easier.

As an example, whenever you identify a competitive threat on one of your accounts, you might always do the same process: Align with the sales team and document a plan. A play keeps those tasks set up as a template to save you time from adding them as one-offs. Additionally, it allows someone else on your team to follow the same process, who might otherwise not include that documentation step.

There could be numerous SuccessPlays for the hundreds of events that happen in your business, many of which come pre-configured with SuccessBLOCs, or you may create them from scratch from the SuccessBLOC or from any segment.

SuccessPlays are event-based, manual, or both. Event-based SuccessPlays automatically run any time some condition is satisfied. What happens next? With event-based only plays, one or more of these actions may occur–a task gets scheduled, a request for information is assigned, an attribute automatically updates, a milestone or other notification fires, or some custom action for an external system. Although you won’t be invoking these types of plays, you should at least be aware that various notifications and tasks may be assigned to you automatically.

Any play that has the option to trigger manually will have one or more of these actions only: Task or request for information. Let’s use an example of champion loss.

You just learned that your key contact, Stan, is retiring. From the quick actions bar, you can choose Run SuccessPlay. Any active manual play for a SuccessBLOC that you have access to, is here for you to choose from, or you could create your own. Let’s choose this one, and see what’s inside. Perfect–I now have a nice formula for how I should handle this situation.

I can edit any of the properties within this play, which won’t change the template but will help me customize on the fly. Within each task, I can update these details as well. You may also notice that any task can include Post Completion Actions–which may be adding a touchpoint or updating information. Setting any of these items as mandatory requires the assigned person to make this change prior marking the task complete. I can also remove tasks and add new actions of my own.

Once I run the SuccessPlay, I need to confirm the scheduling of these tasks. I left the task assignments set to the Success Manager on the account, which happens to be myself in this example, but this confirmation is helpful for double-checking your work, especially for task assignment set to other members of your team–or even co-owned with contacts.

Once executed, I can then find those generated tasks on the Agenda tab of my portfolio or on the Account’s Plan tab. Here, I can work through tasks just like I would ad hoc. I can even change task assignments on the fly. And complete tasks. The difference is that these tasks may include additional items where I add touchpoints or I update information as part of task completion.

When I filter to see Full SuccessPlays, it helps me get a full picture of my progress toward completing these mitigation efforts. Anyone on my team can also locate the SuccessPlay from within the related SuccessBLOC to see completion breakdown. After a play has been running for 60 days, you can also get insight into its effectiveness.