[About this Company Section]
Lifecycle Sub-Stage Picklist:
- Deal Closed: New Logo just closed-won
- Awaiting Underwriting Material: Sales is waiting for the merchant to provide the materials
- Underwriting Details Received
- Underwriting Failed
- Underwriting Passed
- Underwriting Passed w/Exception: Underwriting passed but with additional conditions
- Underwriting Passed w/Exception Addressed: Additional conditions met
- Onboarding Customer: Finished Sales handover, and now awaiting Kickoff Call
- Kick-off Call On Hold: Customer pushed back onboarding date
- Implementation: Finished Kick-off Call, and start Implementation
- Implementation On Hold: CS Update the stage
- Production Completed: Solution pushed instance to the production environment, and now is awaiting final walkthrough
- Customer Contesting: Customer rejects the Production Environment
- Customer Live: Customer sign-off of Production Environment
- Customer Churned While Live:
- Customer Churned While Implementation: Customer cancels the contract before implementation is completed
Lifecycle Sub-stage Field Ownership:
Onboarding Customer = Customer is waiting for Kick-off Call (Sales Ops owns to update the Lifecycle sub-stage to ‘Onboarding Customer’ after IKT Call)
Implementation = Customer already had a Kick-off Call (CSM owns to update the Lifecycle sub-stage to ‘Implementation’)
Production Completed = Solution sends the instance to the customer’s production environment and the customer is waiting for the final walkthrough (Solution owns to update the Lifecycle sub-stage to ‘Production Completed’)
Customer Live = Customer had the final walkthrough and gave the green light to the production environment, and agreed to go live. (CSM owns to update the Lifecycle sub-stage to ‘Customer Live’)
Kickoff On Hold/Implementation On hold/Customer Contesting: CSM owns to update the Lifecycle substage
[Company Details Section]
Paystand ID:
- Put multisub PaystandID if the customer has multiple subsidiaries. Such as: multisub-mri
- Put signal PaystandID if the customer does not have multiple subsidiaries. Such as: tizjs241w7pvhwmze1oz28ev
Account Type Picklist:
- Inactive: Customers are about to churn, but still pay us until their contract ends.
- Maintenance: $ range.
- Standard: Limited growth opportunity.
- Strategic: Large ARR Customer; important logo, referrals
- VAR:
[Contract Details Section]
Annual Processing Volume
- It means the customer company's annual revenue
Contract Link
- It has to be in a Hyperlink format. Don't add any text messages after the link.
ROI Link
- It has to be in a Hyperlink format. Don't add any text messages after the link.
- Put https://blank.com, if CSM is not sure if the ROI exists, and needs further investigation.
- Put https://wompwompwomp.com/ if the ROI doesn't exist after investigation.
Date, Project Complete Final/Actual
- It means the production is completed. That said, the solution team finished pushing instances to the customer's production environment, and now is waiting for the final walkthrough with CSM.
[Customer Assessment Section]
Customer Health Picklist:
- Green: happy and no concerns
- Yellow: happy but there are some concerns
- Orange: unhappy but not churn risk
- Red: unhappy, churn imminent
- Customer Not Responsive:
Level of Effort
- High
- Medium
- Low
- None
Case Study / Reference Outcome
- Case Study: The customer is willing to share a case study/use case/write a testimonial.
- Reference: The customer is willing to talk to the prospect as a reference.