With all that goes into product implementation, a key challenge for Customer Success Managers is maintaining customer happiness without stifling ongoing strategic conversations. Visualization is a key tool for understanding the entire customer experience. It enables CSMs and customer stakeholders to align more closely and quickly than traditional, creative problem-solving methods.
Internally, we use MURAL to enhance our ability to operate as an extension of our customers’ teams.
Here are 7 ways MURAL can be your Customer Success super power. (We also talk about 5 more use cases in our 5 Everyday Uses of MURAL webinar recap.)
Our Customer Success Managers perform various mapping exercises to determine the lay of the land and uncover opportunities to increase company-wide efficiencies.
Completing the activity in MURAL offers a more accurate outline of where key contacts sit in the company, as well as within their business units, than one would find in tools like Excel. Adding LinkedIn URLs to murals along with a deployment success strategy puts faces to names and generates excitement and recognition among current customer stakeholders.
More often than not, these exercises lead to an introduction to a new team stakeholder. Similar exercises can be completed to map customer journeys, services, and general thoughts and ideas.
Until recently, one-way presentation tools have stunted creative collaboration, as it has been ingrained in facilitators to talk at attendees rather than encourage group brainstorming. MURAL’s intuitive and aesthetically pleasing interface encourages the creativity of even the most reserved collaborators.
By creating a customized Success Plan during our first kickoff call with our customers, we’re able to identify team goals, desired outcomes and set action items for stakeholders on both sides of the partnership. Action items and key milestones are reflected in a timeline format at the bottom of the mural so customers and CSMs can better orient themselves around the time they have to complete their objectives.
As conversations evolve, external links and files, stakeholder profiles and any other helpful resources can be included in a References section of the mural. Maintaining this mural when meeting live and working asynchronously ensures that customers and their Success Managers hold mutual ownership of success outcomes.
Our power users group, nicknamed MPRO, gets together for video meet-ups on a bimonthly basis. As a way to increase collaboration and best practice sharing, our MPRO users created Impact Story murals following a similar format, but tweaked them to represent their business’ unique MURAL use case.
By sharing their business challenges and solutions with each other, we’re not only able to inspire innovative use cases across leading enterprise organizations but also co-create new product features along with MURAL’s Product and Engineering teams.
MURAL is a tool with a million uses still to be discovered, even outside of Design and User Experience teams. Our Customer Success team uses MURAL to plan engagement strategies, build empathy, increase team collaboration, deepen the learning experience during a demo and draw up user case stories. It’s the one browser tab we all always have open because it serves the dual purpose of ensuring that we know the tool like the back of our hand, and providing a shared tool for close collaboration with our customers, even if we’re not always conveniently located nearby.
Visual collaboration allows us to be efficient enough to customize each and every customer engagement we take part in and humanize relationships typically at risk for being replaced by automation and technology.
Learn more about mapping user experiences on our blog.