Customer Success | How Lucid uses Lucid
4 videos β’ 70 views β’ by Lucid Software Explore how Lucid's entire Customer Experience (CX) team, including Customer Success Managers (CSMs), Professional Services, and Support specialists, centers its operations on one primary goal: helping customers get the most out of Lucid products. This playlist details how Lucid's own products are used to be highly collaborative , preventing knowledge silos and scaling support processes across a global user base of tens of millions in over 180 countries. Discover how this visual collaboration happens at every stage of the post-sale journey, from enterprise onboarding to high-quality end-user support. What You'll Learn: Documenting Customer Support Process Flows πΊοΈ β See how Lucidchart is used to outline and document detailed processes for the support team, such as account recovery and subscription upgrades. β Understand how visual documentation creates one source of truth and a shared understanding, helping support specialists resolve issues in less time. β Learn how visually documenting help desk triggers and automated events in Lucidchart helped the team identify opportunities for automation, enabling efficient scaling of support. Creating Mutual Success Plans (MSPs) π― β Discover how CSMs use custom-made templates in Lucid to create mutual success plans with customers. β See how these plans facilitate engaging workshops where customers provide input on key players, goals, timelines, and milestones. β Learn how MSPs become a single source of truth that CSMs and customers continually reference and update to track progress against goals, leading to shared success and strong relationships. Building Educational Learning Maps π§ β Explore how the Customer Education team uses Lucidspark to centralize and organize all training resources (courses, articles, webinars) into visual learning maps. β Learn how CSMs use these maps to continually engage customers with the most relevant educational materials based on their progress and objectives. β Discover how the Professional Services team builds interactive visual frameworks to help customers apply what they've learned to drive innovation and achieve business objectives.