External - Impact Drivers Library

	A	B	C	D	E	F	G	H	I
1		Don't want to track Impact Drivers in in a Google Sheet but get this directly in HubSpot? Check out impactpilot.io
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3							Transition Examples
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5	Impact Area	Impact Driver	Definition	Points	How often could CSM's execute this?	Segment	Transition Type	Transition Prompt	Transition Property
6	Thought Leadership	C-level to Customer C-level	There has been an non escalation interaction between a C-level at your company and the customers C-level. eg * your CEO sent a LI message to customer CEO and got a response * your CRO did a meeting with customer CXO	2	Every Quarter	Enterprise	None
7	Thought Leadership	New stakeholder	Had a meeting/call with a new stakeholder that can act as a champion (not a user) A stakeholder is someone with the authority and/or budget to renew a DMU	3	Every Quarter		Property Change		Contact role changed to 'Champion' or 'Decision Maker'
8	Thought Leadership	Document customer information	Key customer information is stored in Hubspot (define set of properties that need to be included)	1	Once		Property Change		Contact role changed to 'Champion' or 'Decision Maker'
9	Thought Leadership	Re-activated stakeholder	Had a meeting/call with a re-activated a stakeholder that has been ghosting. A stakeholder is someone with the authority and/or budget to renew a DMU	2	Trigger based		Contextual Change	Find meetings/calls logged with a contact tagged as Champion/Decision Maker where days_since_last_engagement > 45 prior to the activity, and the activity outcome is 'Completed/Attended'.	contact.stakeholder = true, contact.days_since_last_engagement, activity.outcome
10	Stickyness & configuration	Upsell done	ARR increase realized & invoice is sent out and accepted.	4	Every Year		Contextual Change	Look for an increase in ARR	ARR
11	Stickyness & configuration	API enabled	API is used by the customer	3	Once		Property Change		product.api_enabled = true OR product.api_calls_30d > 0
12	Stickyness & configuration	SSO enabled	SSO is used by the customer	2	Once		Property Change		product.sso_enabled = true
13	Stickyness & configuration	Integration enabled	Customer has enabled at least 1 integration	3	Once		Contextual Change	Look for communications that implies that the customer has successfully integrated a third party tool into the product	product.integrations_active_count >= 1
14	Renewal & Expansion	SQL referral generated	Received at least one sales qualified lead. Can be internal or external. An SQL must hit the following criteria: * meeting with decision maker * opportunity must be concrete * sales manager needs to sign off on validity of SQL	3	Every Quarter		Property Change		referral.status = 'SQL' AND referral.meeting_with_role IN ('Decision Maker') AND referral.approved_by = 'Sales Manager'
15	Renewal & Expansion	Auto-renewal clause added	Added auto renewal in a contract that previously did not have an auto renewal clause in it.	4	Once		Property Change		Auto Renewal = True
16	Renewal & Expansion	Indexation clause added	Added indexation clause in a contract that previously did not have an indexation clause in it.	5	Once		Property Change		Indexation Clause = True
17	Renewal & Expansion	Renewal upsell	Renewed the contract and increased ARR with more than indexed amount	5	Every Quarter		Contextual Change	Identify renewals where the new ARR is greater than the previous ARR plus the contractual indexation %	ARR
18	Renewal & Expansion	Renewal flat	Renewed the contract and increased ARR at same terms or equal to indexed amount	3	Every Quarter		Contextual Change	Identify renewals where the new ARR is equal to the previous ARR plus the contractual indexation %, but not higher.	ARR
19	Renewal & Expansion	Renewal downsell	Renewed the contract and decreased ARR vs current contract	1	Every Quarter		Contextual Change	Identify renewals where the new ARR is lower than the previous ARR.	ARR
20	Renewal & Expansion	Multi year deal	Renewed the contract with >1 year	5	Every Year		Contextual Change	Identify renewals where the contract term is longer than 12 months.	ARR
21	Renewal & Expansion	Inspiration session done with new DMUs	Inspiration session done with new DMU at an existing customer	3	Every Quarter		Contextual Change	Find meetings with subject or notes containing 'Inspiration session' OR template = 'Inspiration', with attendees not previously associated (new departments/business units).
22	Renewal & Expansion	Identified potential opportunities	Identified potential opportunities for upsell and logged them in Hubspot	3	Every Month		Contextual Change	Search communication that identifies potential upsell opportunity addressed by both customer and owner of account
23	Renewal & Expansion	Early renewal closed	Closed renewal >2 months before end of contract end date.	4	Every Year		Property Change		Renewal date
24	Meaningful adoption	Adoption workshop	Adoption workshop done with users.	2	Trigger based		Contextual Change	Find meetings with subject contains 'Adoption Workshop' OR meeting template = 'Adoption Workshop', outcome = 'Completed', with customer attendees.	activity.subject, activity.template, activity.outcome
25	Meaningful adoption	Inserted in process map	Your solution/tech is part of the process at your customers way of working. Proof is delivered and added to hubspot as a note. This can be a screenshot of internal process pdf ,internal knowledge center or email. Must be proven and measurable.	2	Every Year		Contextual Change	Search notes/attachments for keywords 'process', 'SOP', 'workflow' plus your product name; accept if a file/URL is attached and note contains confirmation from customer.	note.attachments.url, note.text_keywords, company.process_proof_url
26	Meaningful adoption	Re-pitch your solution	Introduced your solution to a new sr stakeholder at the customer that formerly did not know about your solution.	3	Every Quarter		Contextual Change	Find meetings with attendees where Role contains ('VP','Head','Director','C-level')
27	Meaningful adoption	Re-onboarding	convince 'legacy' customers that did not have a proper onboarding to go through all onboarding steps again: -kick off meeting -user training	3	Every Quarter		Contextual Change	Search for a logged Kick-off call and user training in the past 30 days
28	Customer Love	Social mention	Your a stakeholder at a customer mentioned your business in a positive way in a social post (eg LI)	2	Every Quarter		None
29	Customer Love	Product feedback session with PO	Set a meeting with your PO & the customer to discuss/give input on roadmap.	1	Every Quarter		Contextual Change	Find meetings with internal attendee role = 'Product Owner' AND external attendees present; outcome = 'Completed'.
30	Customer Love	Positive review on review site (>4/5)	Received a positive review on G2/Capterra/... from your customer	2	Every Quarter		Contextual Change	Look for confirmation that the customer has completed a review on a review site
31	Customer Love	Customer quote	Delivered a customer to marketing that agreed to let us publish a quote about how they use your solution. Can be closed won when the quote is published.	2	Every Quarter		Contextual Change	Identify communication to the internal marketing team for the potential of a customer quote
32	Customer Love	Case study published	Delivered a customer to marketing that agreed to do a written/video case study about how they use your solution. Can be closed won when the case study is published.	3	Every Quarter		Contextual Change	Identify communication to the internal marketing team for the potential of a customer quote
33	Business Value & success	Presented progress vs customer goals	Shared, discussed, received input on results of customer with your solution. Decision maker or Project lead was present	3	Every Quarter		Contextual Change	Identify meetings or activities where results of the solution were shared and discussed with the customer, and at least one Decision Maker or Project Lead was present
34	Business Value & success	Regular engagement	Scheduled a recurring call/meeting in calendar with your customer.	2	Every Year		Contextual Change	Look for a recurring meeting scheduled with customer
35	Business Value & success	Value realized	Customer acknowledged they achieved their objectives. Must be proven	4	Every Quarter		Contextual Change	Customer confirming that value is realized in an explicit way
36	Business Value & success	Celebrated user success	Send email to user congratulating them on an achieved milestone + putting their manager in cc	1	Every Month		Contextual Change	Find emails sent to user with subject/body containing 'congratulations', 'well done', or milestone keywords, with manager in CC.
37	Business Value & success	Document customer success criteria	Customer goals are stored in Hubspot (define set of properties that need to be included)	1	Once		Property Change	Look for logged 'Customer Success Criteria' in customer profile
38	Business Value & success	Customer objectives are identified	Define customer objectives and log them in HubSpot.	1	Once		Property Change		Customer Goals added
39	Renewal & Expansion	Paid services sold	Sold a paid services to this customer.	2	Every Quarter		Property Change		Deal closed
40	Business Value & success	Shared success	Shared the achievement of value or a success metric with the customer.	1	Every Month		Contextual Change	Find emails/notes to customer containing a metric value comparison (target vs actual) and language indicating sharing results (e.g., 'we achieved', 'results show').
41	Customer Love	Sent goodies	Sent goodies/cake to your customer to celebrate a milestone	1	Every Quarter		Contextual Change	Find tasks/notes with gift shipped/delivered and reason contains 'celebrate' or 'milestone'.
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