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PlayPlay Home assignment

STRATEGIC CSM - HOME ASSIGNMENT

PART 1 - CLIENT USE CASE

Introduction Eliana, from the sales team, closes a deal with Vinci Energies, with 30 users across the world. They want to use PlayPlay to boost their external and internal communication. The buyer is Sophie, Group Communication Director. The coordinator is Marine, Group Comms Manager. Eliana told you that they will mainly publish their videos on Workplace (internal) and Linkedin (external). Their goals are to highlight their CSR/innovation initiatives externally and boost employee engagement internally. As a Customer Success at PlayPlay, you are the one in charge of this account. Your main responsibilities are: ● Build a relationship with the customer ● Onboard them on the product ● Make sure they reach a satisfying return on investment

Questions

1. Describe the 3 main actions you would implement in the first month to build a solid relationship with your customer. ​ 2. Construct a PPT deck of 5 slides maximum to help them understand your role and the journey you’ll propose to boost adoption. ​Your deck should be clean, organized, and outline the value of PlayPlay without needing many contexts from a presenter. ​3. Create a 40-second inspirational video with PlayPlay free trial that you will send them to give them video ideas. 4. How would you measure the satisfaction of your customer? 5. Imagine 5 actions to help the KAM expand the Vinci Energies account with several other entities. 6. “Play it... creative” is one of PlayPlay’s values. Imagine 3 crazy/fun ideas to strengthen the attachment of our clients to PlayPlay. Note: The home assignment must be sent at least the day before the interview. You will have to present the deck as if we were the Communication Team of Vinci Energies. The presentation should be done in English. Free trial: If your free trial has expired, you can send an email to camille.estival@playplay.com to reactivate it.





Onboarding Plan
Launch Plan (from closure to launch) - Please scroll to the left /right for more information/ details
0
Phase
Task
Owner
Status
Start date
Due date
Description
Link to Mock Up site
Comments
Screenshot Examples
Phase 1: Opportunity Closure
2
Internal Handover
AG
Done
Internal meeting with the Sales stakeholder to hand the Customer a new Project and Key Information | Make sure to also get the big picture from the Sales counterpart.
Prep Customer Success Plan
AG
In Progress
Prep a Success Plan - playing back the information gathered during the Internal handover call with the Sales team:
Customer Use case & context
Before and After Scenario > Goals
Business goals
Key contacts
Timeline and potential Blockers (?)
fill any gaps or blind spots
Phase 2: Onboarding Phase
3
Welcome Email
AG
Not started
Send a tailored welcome email to the customer
Onboarding Call
Playback Success Plan
AG
Not started
Schedule an introductory call to discuss the implementation process, key contacts, and next steps.
This is a good opportunity to confirm the Customer Success Plan, specific requirements, Goals and Success Metrics (Customer’s KPIs) | Customer KPIS would be for example link to quantifiable referals channeled and converted on $ ammount
Are there any blockers or technicalities we should be aware of ? Such as any existing website or mandatory tools to integrate with ?
Wix Account Setup
Share Documentation & ressources
Plan Enablement session
AG
Not started
Provide necessary access to the platform and support contacts, tools and resources required to assist with the website set-up and general guidance to navigate the platform.
Plan Enablement Session / Lunch and Learn tailored to the customer use case: Marketing landing Page or Marketing website for an Insurance Agency. How to start using the wix Website builder functionalities and Wix Studio.
Conduct training sessions and Demos to familiarise the Insurance Agency with the Wix Platform. Such as how to set up - recommended tools / Analytics page to looks at their leads funnel and conversion
+ Template selection, layout ect..
Screenshot 2024-03-25 at 17.03.05.png
Phase 3: Implementation and Customization
3
Customization Plan
AG
Not started
From this Specific Insurance Agency use case a few elements should be added to the Website’s customisation plan :
Agency Info / Name and Custom Domain | contact infos and Office hours
Plan Pricing
Apps (apps market) - Wix referral program app
Booking App (if a prospect with a referral code would like to book a free consultation to decide which plan works best (?)
Forms to collect the leads
Automated thank you emails with Next steps
Work on their Branding
Shall we integrate with any existing website or tools they are using ?
Screenshot 2024-03-25 at 20.13.31.png
Set up an Activity plan / tracker with the customer
AG
Not started
Helps keep each other accountable and progress the project in a timely manner
Provide Assistance whenever prossible
AG
Not started
If further documentation needs to be shared or ad hoc enablement sessions / demoes. intro advance features.
Wix ADI (Artificial Design Intelligence), Wix Code, and third-party integrations.
Screenshot 2024-03-25 at 17.03.05.png
Phase 4: Launch Preparation
(includes Testing and Feedback)
5
Sync with the Customer
AG
Not started
Meeting to wrap up and confirm launch plans (including timelines, remaining actions and owners, inform internal stakeholders when necessary)
Identify potential gaps
Not started
Project course correction if additional needs or blockers arise
continuous support and product knowledge reinforcement
Go-Live Check-list
AG
Not started
Must have for their project to be a success: referral program and Social Media integration | contact form to capture the leads | SEO optimisation to gain more visitors.
Email campaigns and automations - to invite their current customer base to access the referral link.
Are they able to measure success? Referral Traffic > Referral conversion Rate > Total Sales
Domain Setup
!! Security features
SSL Certificate Installation / Role Base Access Control / SSO (? note : I am unsure of the level of functionalities available)
The Customer should review their website for any errors, broken links, or formatting issues ect.
See analytics dashboard >>>>>
Screenshot 2024-03-25 at 15.17.36.png
Gathering Feedbacks
AG
Not started
Voice of the customer :
Gathering feedbacks
Product request → check if workaround already available + feed this info back to the PM team | upvote feature request on their product roadmap
Data Migration ?
Not started
Based on a conversation with the customer in phases 2 and 3 regarding their requirements > Did they need to have a partner looped in to help with data migration?
Phase 5 : launch and Post Launch look back
4
Launch Day Support
AG
Not started
Proactively open a preemptive support ticket to be ready for the launch day
Provide dedicated support on that day to address any issues or concerns in real time.
Customer Health monitoring
AG
Not started
Monitor the website post-launch to proactively identify and address any issues that arise. Suggest any optimisation or features to add Wix monitoring tools (site speed, traffic, Insurance agency’s engagement, any troubleshooting required or anomalies ?)
Go Live Look Back
AG
Not started
Schedule a post-launch review meeting to:
evaluate the project’s success: from the onboarding to the launch
collect feedback for future improvements.
Offer additional feature demoes / training to improve customer adoption.
Set up regular check-in calls
AG
Not started
Gauge customer sentiment
Update on new features
review customer Succes towards their success Metrics : Analitics dashboards + internal SLAs from Wix support interactions | provide advices to customer on how to promote their website (SEO) and gain more visitors
assess needs and explore upsell and cross-sell opportunities
Suggest collaboration for Customer success stories / Use case on our website
Plan involvement (when applicable) to Wix Events (speaker sessions, marketing collaboration ect..)
Plan Quarterly Business Reviews (if applicable): Value realisation (with $ numbers and other metrics to support), customer Business Roadmap, Wix products roadmap and event ect...



Discovery and Needs Assessment:
Vinci Energies and PlayPlay engage in initial discussions to understand Vinci's communication goals and challenges.
Identify key stakeholders within Vinci Energies who will be involved in the implementation and usage of PlayPlay.
Conduct a comprehensive needs assessment to determine how PlayPlay can best serve Vinci Energies' requirements.
Onboarding and Training:
Develop a customized onboarding plan tailored to Vinci Energies' specific needs and objectives.
Schedule training sessions for Vinci Energies' team members to familiarize them with PlayPlay's features, functionalities, and best practices.
Provide ongoing support and resources, such as documentation and tutorials, to facilitate a smooth onboarding process.
Implementation and Integration:
Collaborate with Vinci Energies' IT department to ensure seamless integration of PlayPlay with Vinci Energies' existing systems and workflows.
Configure PlayPlay according to Vinci Energies' branding guidelines and communication requirements.
Conduct thorough testing to ensure that PlayPlay is functioning correctly and meeting Vinci Energies' expectations.
Content Strategy and Creation:
Work closely with Vinci Energies' marketing and communication teams to develop a content strategy aligned with their goals and target audience.
Provide guidance and best practices for creating engaging video content using PlayPlay's platform.
Offer templates, tools, and resources to streamline the content creation process and maximize the impact of Vinci Energies' video content.
Performance Tracking and Optimization:
Set up metrics and KPIs to track the performance of Vinci Energies' video content across different channels and platforms.
Analyze data and insights provided by PlayPlay to identify areas for improvement and optimization.
Provide regular reports and recommendations to Vinci Energies' stakeholders on how to enhance the effectiveness of their video communication efforts.
Ongoing Support and Relationship Management:
Serve as the main point of contact for Vinci Energies' team members for any questions, issues, or assistance related to PlayPlay.
Conduct regular check-ins and reviews to ensure that Vinci Energies is maximizing the value of PlayPlay and achieving their desired outcomes.
Foster a long-term partnership between Vinci Energies and PlayPlay by continuously delivering value and exceeding expectations.



notes 1) Welcome email : INtro CSM + Share usefull resources + set up onboarding call Kick off : onboarding call Webinar/ Tutorial : enablement and boost adoption
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