In this article:

  • Why do you need Touchpoints?

  • What can you do with Touchpoints?

The Touchpoints module provides CSMs with all the capabilities required to manage effective customer meetings.  They manage the entire meeting lifecycle: scheduling, preparing, executing, and following up. The way you can achieve that is through standardized goal templates and tasks that address the plan that’s outlined for your customer success managers (CSMs). It provides an easy experience to view all meetings, schedule them, take notes and attach all context to the account without information silos.


Why do you need Touchpoints?


Meetings form an important part of the role of a CSM. There are introductory meetings, kick-offs, onboarding, periodic checkpoints, renewals, quarterly business reviews (QBRs), and executive business reviews (EBRs), not to mention the ad-hoc meetings to douse fires and help with support tickets or initiate upsell and cross-sell initiatives. Touchpoints were conceived as a way to alleviate challenges around meetings and make it easier for customer success managers (CSMs).




Meet with context

Admins can add Touchpoints as part of goal playbooks. This helps CSMs to know the tasks and meetings they need to have with their customers to achieve the outcomes.


Schedule meetings from Freshsuccess

With Touchpoints, CSMs know when they need to schedule a meeting. They can then choose templates and send across invitations right from Freshsuccess. Native integrations with Google Calendar and Outlook365 mean that switching to your email app to check schedules and send out invitations is a thing of the past.


Unify scattered information 

Touchpoints unite scattered meeting information across tools. A full-screen meeting workspace’ helps to retain context and makes it easy to take notes, view agenda points, and update tasks during meetings all from a single place, and it gets reflected across relevant modules.


Make follow-ups methodical 

Finally, all of these updates/takeaways/action items are recorded into a recap email which can be sent with a click to your customers and teammates.


What can you do with Touchpoints?


Touchpoints allow CSMs to stay organized and in control of customer engagement. There are four major activities that Touchpoints empower: 


  • Schedule meetings directly from Freshsuccess using integrated Google or Outlook calendars

  • Prepare beforehand for productive meetings with templated checklists

  • Map existing Goals and Tasks and capture context in one place 

  • Send a recap email in one click once the meeting has concluded


Scheduling a meeting


Meetings can be scheduled by creating a new Touchpoint and filling out the details of the meeting invite within the slider that opens up for New Touchpoint creation. 


All the Touchpoints created can be viewed under the Engagement module under Touchpoints. Here again, similar to Goals and Tasks, you can view them using canned lists for quicker navigation. On the right panel, there’s a list of pending Touchpoints Schedulers that can be addressed with a single click. 



On clicking, the Touchpoint slider opens up to provide key details on the Touchpoint. From here, you can see the agenda, the preparatory checklist items, key updates on this Touchpoint, the attendees, watchers, and associated tags. 


This slider allows you to edit the checklist, add existing Tasks as meeting items, add comments as updates/decisions, complete the checklist items, reschedule the meeting, add attendees and send them invites, or delete the Touchpoint altogether. 



The Meeting Workspace


The Meeting Workspace is the most important screen within a Touchpoint for CSMs. It is here that they spend time during and after a meeting going over the agenda items, mapping the right Goals and Tasks to the meeting updates, capturing the meeting minutes, and sending out the recap emails. 


All of these updates to the meeting workspace, in turn, are automatically captured within the respective Goals and Tasks to help retain context for all the stakeholders. 



Sending a recap email


Once a meeting has concluded, you can send a recap with all of the updates and action items from the meeting that is automatically added to a templated email, choose to edit the details within, and send it out to the meeting participants.