Automation refers to online software tools and processes that enable employees and/or customers to perform tasks quickly and efficiently, whilst ensuring robust controls are built in to protect sensitive data. Automation can help to enable the Customer Success Management function to deliver a consistent and coherent experience across the customer lifecycle, throughout the entire organization, and across every single touchpoint with the customer. It automates actions based on a set trigger to perform an action workflow.
The CSM can make a CSA as granular or general as they would like, depending on the depth of function they’d like the platform to provide. The main action items of a CSA is to track your customers, analyze their behavior, and aggregate a health score, message them when necessary, and take action automatically when particular triggers are launched. CSAs allow CSMs to be proactive in their work, and not repetitive, process drivers.