Introduction to Processes

Introduction


A Process is a repeatable playbook you run on a group of customers. You decide which activities belong in it, how often each should happen, and which customers it applies to. ImpactPilot then tracks every customer against that plan, detects completed activities from their emails, calls, meetings and notes, and shows who is on track and who is falling behind.

Two examples:

  • Tier 1 (quarterly): share a value report once, hold a monthly check-in three times, and confirm renewal intent once, for every enterprise account.
  • Onboarding (90 days): run the kickoff call, document success criteria and confirm first value within 90 days of each customer starting.

This guide has three parts. Part 1 is for everyone who works with customers day to day. Part 2 is for admins and managers who set processes up. Part 3 holds reference tables and answers to common questions.

Key terms

Term Meaning
Activity One piece of work a CSM does with a customer, such as "Schedule QBR meeting". Defined once and reusable across processes.
Process A set of activities applied to a segment of customers over a cycle.
Segment A saved filter from the Accounts page. Customers who match it are in the process; customers who stop matching leave it.
Cycle The time frame of the process: a calendar period (recurring) or a fixed number of days per customer (one-off).
Frequency How many times an activity should happen in one cycle.
Occurrence One expected instance of an activity for one customer. A monthly QBR in a quarterly process has three occurrences.
Status The state of an occurrence: Not started, In progress or Completed.
Points Earned when an occurrence is completed: 1, 2 or 3 depending on the activity's impact level.

Who can do what

Task User Manager Admin
See processes and progress Own customers All customers All customers
Change activity statuses and run actions Yes Yes Yes
Approve or reject AI suggestions Own customers All customers All customers
Create, edit, publish and delete activities and processes No Yes Yes
Filter by owner No Yes Yes

Roles are set by an admin in Settings > Users.