Customer Success: Event & Incident Tuning
During this project, I collaborated with a technical Customer Success stakeholder to design a curriculum centered around helping CSAs and CSMs adopt Event & Incident tuning best practices for an AIOPs software called SL1. The goal? To retain customers by helping them extract the most value out of SL1.
Audience: Technical Customer Success Architects, Customer Success Managers, Support Services.
Responsibilities: Instructional Design, SME Consultation, Action Mapping, Curriculum Design, Storyboarding, Script Writing, eLearning Development.
Tools Used: Articulate Rise, Canva, MindMeister, Google Docs, Litmos LMS.
*Due to intellectual property and privacy concerns, I am unable to share the learning content itself. However below, I delineate the curriculum design process employed for this project.*
The Problem
A Customer Success stakeholder isn’t content with the performance of his team. They aren’t adopting the best practices of Event & incident tuning, leading customers to be confused and overwhelmed by SL1 (An AIOPs platform) events and incidents once it’s deployed into their system. After discussing with the stakeholder, I identified the problem to be a lack of knowledge of Event & Incident tuning.
The Solution
Learners were overwhelmed by the technical language of Event & Incident Tuning, so I proposed a solution to design a curriculum that re-introduced Customer Success Architects (CSAs) and Customer Success Managers (CMAs) to Event & Incident tuning best practices in a less intimidating (less technical) language. The key to the success of this curriculum would revolve around the reframing of this process in a relatable and understandable way. In doing this, the CSAa and CSMs could then adopt these practices and better support their customers, leading to a higher likelihood in contract renewal.
My Process
Using the ADDIE model, I collaborated with the Customer Success Director to design a curriculum centered around de-mystifying and mastering the Event & Incident tuning process. The curriculum focused on defining the technical Event & Incident tuning process, explaining it’s importance in retaining customers and renewing contracts, walking learners through real-life customer support scenarios, and emphasizing the importance of an iterative support system with customers depending on their stability with the SL1 product.
Action Map
As I do with all projects, I begin my process by having a preliminary meeting with the SME to conduct an analysis and determine what the desired outcome is. My main agenda was to determine the following: A: What is the ultimate (measurable) business goal? B: What should learners be able to do upon completion of the curriculum? I used Cathy Moore’s tried and true Action Mapping process to achieve this.
Curriculum Design
After determining the ultimate goal and high priority actions, I began designing a curriculum centered around them. Due to the hectic and busy nature of the Customer Success department, I knew a shorter, yet qualitative learning solution would be best. This led to me design a learning path consisting of the following 4 courses:
Customer Success Mechanics: Fine-Tuning your Strategy
Event Console Overview
SL1- PowerPacks & Updates
Event & Incident Tuning: Providing Iterative Customer Support