5. Impact Drivers

Creating and Managing Impact Drivers

Objective

This SOP outlines the steps to create and manage impact drivers to enhance customer success and retention.

Key Steps

1. Understanding Impact Drivers

• Impact Drivers are key outcomes that enhance customer renewal and retention.
• They help lay the foundation for customer success and commercial value from day one.

2. Segmenting Customers

• Create different segments for customers based on their journey, such as:
  • Onboarding
  • Adoption
  • Tiers
  • Risk levels
• Example: Segment customers with low adoption for targeted strategies.

3. Identifying Relevant Impact Drivers

• Create a segment for customers in the adoption phase.

  Identify relevant impact drivers, such as:

• Customize impact drivers and assign point values in collaboration with your team.

4. Tracking Impact Drivers

• Accumulate points at the company level when impact drivers are achieved.
• Monitor the evolution of points over time as a proxy for impact.

5. Setting Targets [Optional]

• Set targets based on impact points, such as:
  • Total points to achieve in a quarter (e.g., 100 points).
  • Number of impact accounts (e.g., 30 accounts with at least one impact driver).
• Decide whether to utilize target features based on team preferences.

Tips

• Ensure that all team members understand the definitions and values assigned to impact drivers.
• Regularly review and adjust impact drivers and point values as necessary to reflect changing business goals.

Tips for Efficiency

• Regularly communicate with your team to ensure alignment on impact drivers and targets.
• Use data analytics tools to track progress and identify areas for improvement in real-time.