GoCSM Smart Lists

Smart Lists in GoCSM help you segment your customers based on their satisfaction levels and activity. Here's how to use them effectively:

1. Accessing Smart Lists:

1. Click on 'Contacts' in the side navigation menu

2. You'll see a list of pre-configured Smart Lists

2. Understanding Pre-configured Lists:

• Premium Users: The starred customers you want to pay extra attention on

• Very Happy Users: Customers with the highest satisfaction levels

• Happy Users: Customers with good satisfaction levels

• Neutral Users: Customers with moderate satisfaction levels

• Unhappy Users: Customers who may be experiencing issues or dissatisfaction

• Logged In Users This Month: Active users who have logged in recently

• Inactive Users: Customers who haven't logged in for a specified period

3. Using Smart Lists for Action:

• Very Happy Users: Ideal for case studies, testimonials, or upsell opportunities

• Happy Users: Good candidates for feature expansion or referral programs

• Neutral Users: May benefit from additional engagement or training

• Unhappy Users: Require immediate attention to address concerns

• Logged-In Users This Month: Opportunity for Engagement and Feature Adoption

• Inactive Users: Need re-engagement strategies to prevent churn

4. Performing Bulk Actions:

1. Select one or multiple customers from a list

2. Use the 'Actions' dropdown to perform bulk actions (e.g., send an email, schedule a task, invite to a webinar)

5. Using Lists in Conjunction:

1. Compare 'Very Happy Users' with 'Logged In Users This Month' to identify highly engaged, satisfied customers

2. Cross-reference 'Inactive Users' with 'Neutral' or 'Unhappy Users' to prioritize re-engagement efforts

Smart Lists are powerful tools for staying proactive in your customer success efforts. Regularly review these lists to ensure you're addressing customer needs effectively and maintaining high satisfaction levels across your user base.