Lifecycle Events

Overview

Staircase AI automatically tracks standard customer events such as Quarterly Business Reviews (QBR), commercial discussions, and extreme sentiments. You can extend this capability by creating Custom Events that match the specific meetings and milestones important to your business. For example: Onboarding, Kick-off, or Referrals.

Custom Events appear in the Customer Journey Cycle and the Events Report, giving you a complete view of client engagement. Staircase AI scans communications (emails, meetings) to detect these events and can sync the most recent event date to your CRM platform or Gainsight Customer Success (CS).

Out-of-the-box Lifecycle Events

Staircase AI automatically detects the following lifecycle events out-of-the-box:

• Account personnel changes
detects changes in the client’s team, such as new hires, departures, or role shifts.
• Organization personnel changes
 detects changes in the vendor’s team, such as new hires, departures, or role shifts.
• Commercial discussion
captures any conversation involving contract terms, pricing, or renewal conditions.
• Renewal
flags updates when the renewal date is extended.
• Churn notification
detects when a client officially and explicitly communicates their intent to terminate a contract or service. For example, “we’re not renewing”, “terminating contract" and so on.
• Highly positive message
recognizes strong positive feedback related to product, value, or exceptional service.
• Extremely negative message
captures strongly negative feedback, often concerning product quality or escalations, example, in the support channel. 
• Churn risk
identifies early or more subtle signals of potential churn, such as references to competitor pricing, lack of perceived value, reduction in licenses, and so on.
• Executive-to-executive touch-base
detects direct communication between executives of both organizations. This setting requires the customer role of Executive Sponsor to be defined and vendor executives to be tagged in your Staircase AI settings.

Customize Lifecycle Event Categories

To customize event categories:

1. Log into Staircase.ai. 
2. From the left navigation pane, click the Settings icon.
3. In the Configurations tab, click Lifecycle events.
4. Review the list of available event categories.
5. For each event category:
   • Turn on toggle: Keep the event active for detection.
     
   • Turn off toggle: Prevent the system from detecting this event type. 
6. Enter terms to exclude in Exclude lookup terms fields.
   Note
   • Use quotation marks (" ") to search for exact whole words.
   • Omit quotation marks to search for partial matches within words.
     
7. Click Add.
8. Click Update.

Effect of Customization

• Adjust setting to tailor event detection according to your business priorities.
• Use the Events report to view historical data for all events, filtered by event type, tier, timeframe, owner, account, and more.
• Deactivate categories to reduce event volume and limit visibility into certain client risks or opportunities.
  Note: Keep critical risk categories (such as Churn notification, Churn risk, and extremely negative messages) enabled to maintain visibility into client retention risks.

Create a Custom Event

To configure a custom event:

1. Log into Staircase.ai. 
2. From the left navigation pane, click the Settings icon.
3. In the Configurations tab, click Lifecycle events.
4. Scroll down to the Custom lifecycle events section.
5. Click Add lifecycle event.
   
6. Enter the following details:
   • Event name (example: Onboarding)
   • Event Color for visual identification
   • Lookup terms for Staircase AI to detect in meeting titles, email subject line and email body (example: Onboarding, Kick-off, Referral). 
     Note
     • This does not reference meeting transcripts.
     • Use quotation marks (" ") to search for exact whole words.
     • Omit quotation marks to search for partial matches within words.
   • Include communication types for receiving insights through Email, Meetings or both.
     
7. Click Add to save your event.

Edit or Delete a Custom Event

To edit a custom event:

1. Log into Staircase.ai. 
2. From the left navigation pane, click the Settings icon.
3. In the Configurations tab, click Lifecycle events.
4. Scroll down to the Custom lifecycle events section.
5. From the three-dots horizontal menu, click Edit. Alternatively, to remove the lifecycle event, choose Delete. 
   
6. Modify the lifecycle event details as needed and click Update.