Customer Success Procedure

1. Role of the Customer Success Team

• Maintain high satisfaction for existing customers
• Provide quality support
• Regular meetings with multiple stakeholders
• Proactively identify and solve newer needs
• Organise product trainings
• Grow share of revenue from existing customers
• Increase adoption of existing products
• Increase usage across multiple subsidiaries
• Upsell new Frappe products

2. KPIs

• ↑ Revenue from existing customers
• Retention of existing revenue (AMC)
• Increase in revenue (upsells, new projects)
• Satisfaction score (for CSM experience): 4.5+ stars
• Support score for enterprises: 85%+ SLA and 4.5+ Support Feedback
• Quarterly coverage (% of customers met/called in a quarter)

3. Org Structure

• For SMB Partners

  • 1 Customer Success Manager

• For Enterprise Partners

  • Head of Customer Success
  • 1 Manager for every 20 large enterprises (> $100mn or ₹900 cr revenue)
  • 1 Manager for every 50 medium enterprises ($10mn to $100mn revenue)
  • 1 Manager for every 300 small enterprises (< $10mn revenue)

4. CSM Handover & Kick-off

• Implementation team hands over the account to CSM, 3 months after go-live date
• Share project context
• Introduce key stakeholders
• CSM kick-off with stakeholders from both partner and customer side
• Set expectations about CSM engagement
• Define success metrics with customer
• Introduce support processes & escalation matrix

5. Engagement Model

• Quarterly Business Review (QBR)
  • Strategic meeting with key business leaders
  • Participants: Partner CSM, Partner Project Champion (optional), Customer Project Champion, Customer Sponsor, Frappe CSM
  • Support history by CSM (# of tickets resolved last quarter)
  • Recap success metrics defined during kick-off: On-track / Delayed
  • Project status and bottlenecks
  • Highlight adoption wins and gaps
  • Discuss expansion opportunities
  • Capture customer satisfaction score live
  • Log all call notes, dates, and feedback in a dedicated enterprise CSM doctype for reporting and insights

6. Recommended Meeting Cadence

• Tier 1 (Enterprise)

  • Frequency: Monthly
  • Format: In-person / Video Meeting
  • Focus Areas:
    • Review product usage: Which modules are live, which ones are not
    • Org structure mapping: Key decision makers, unsolved needs/challenges
    • Software budget mapping: Overall software spend vs. share with Partner + Frappe
    • SaaS tools mapping: Identify tools to replace with Frappe (CRM, HRMS, workflow automation)
    • Build upsell strategy: % of spend to capture in 1–3 years, decision makers to engage, tools to replace
    • New product trainings (paid/free)
    • New product upsell

• Tier 2 (Mid-Market)

  • Frequency: Quarterly
  • Format: In-person / Video Meeting
  • Focus Areas:
    • Review product usage
    • Increase adoption of existing products
    • New product upsell

• Tier 3 (SMB)

  • Frequency: Quarterly
  • Format: Calls
  • Focus Areas:
    • Review product usage
    • Increase adoption of existing products
    • New product upsell

• All Customers

  • Frequency: Monthly
  • Format: Email
  • Focus Areas:
    • Automated customer satisfaction survey
    • Newsletter: New features, new products, webinars

7. Sample CSM Dashboards

• CSM revenue (goal vs. actual)
• Quarterly Satisfaction Score
• Customer Coverage Report