HockeyStack Implementation Scope: Account Intelligence Product
The HockeyStack Account Intelligence implementation is a 4 week process:
Week 1: Kickoff
Week 2: Admin Launch — Feedback & Revisions
Week 3: Sales Manager Launch — Feedback & Revisions
Week 4: Sales Rep Launch
Here is the detailed week by week breakdown:
Week 1: Kickoff
HockeyStack CSM + Customer HockeyStack Admins get on a 30 minute call to answer the Kickoff Questionnaire. The Kickoff Questionnaire consists of questions around:
Sales Team Structure & Responsibilities
Product Offering
ICP
Personas
Competitors
Battlecards
Account Research Expectations
3rd Party Intent Topics
Specific account list / account filtering criteria to run account plans and stakeholder maps on
Later in Week 1, Admins are expected to either connect a CRM sandbox, or give the HockeyStack CSM greenlight to sync data directly to production (in this case we need write access and field creation access).
If you have Salesforce as CRM, you should also configure the Salesforce iFrame at this stage.
If you have any call recording software, and sales outreach software that HockeyStack integrates with, you should also connect them at this stage.
Week 2: Admin Launch
After Kickoff, the HockeyStack team configures the pre-requisites within your account for HockeyStack Account Intelligence to function. This includes encoding the information given in the Kickoff Questionnaire into the platform, and testing the CRM Sync.
Initial automated Workflows that the HockeyStack team delivers:
Automatic Account Research -> Sync to CRM
Intent Scoring -> Sync to CRM
Contact Discovery -> Sync to CRM
In addition to these Workflows, the Stakeholder Maps and Account Plans will start populating in the accounts selected in Week 1.
At this point, the HockeyStack CSM + Customer HockeyStack Admins get on a 30 minute call to review the setup.
After this call, Admins are expected to dig through the details and give feedback to the HockeyStack CSM to make the necessary configuration changes.
At the end of the week, Admins' greenlight is expected to push data to CRM production (if the initial push was done to sandbox instead of production).
Once data is pushed to production CRM, the Customer HockeyStack Admins should follow this guide to enable their sales reps: Enable Sales Reps in HubSpot/Salesforce
Week 3: Sales Manager Launch
The Sales Manager Launch is a 30 minute call where the Account Intelligence setup is reviewed both within CRM and within the HockeyStack platform with the sales management team. The HockeyStack Admins should present to the Sales Managers. The HockeyStack CSM will be available on the call to fill in any gaps or answer deeper questions.
Throughout Week 3, Sales Managers are expected to provide feedback and/or greenlight to launch Account Intelligence to Reps.
Week 4: Sales Rep Launch
With:
The configuration complete
The Admins approved setup
The Sales Managers approved setup
Admins can now launch HockeyStack Account Intelligence to Sales Reps. Similar to the Sales Manager Launch, this is a 30 minute call where the Account Intelligence setup is reviewed with the sales team, but this time only the CRM-synced component. (Showing the HockeyStack Admin UI to Sales Reps is not advised.)
By the end of Week 4, we expect Sales Reps to start executing on account plans and reaching out to high intent accounts. The Sales Managers and HockeyStack Admins are responsible for keeping the Sales Reps accountable and relaying any feedback to the HockeyStack CSM. Meanwhile, the HockeyStack CSM is responsible for tracking ROI of Account Intelligence week over week using a custom HockeyStack dashboard (outlined here: Account Intel Influence Tracker Dashboard)
Common Onboarding Pitfalls
Not connecting Salesforce / giving write access fast enough
This is the #1 driver of unsuccessful setups — We have seen many cases where the RevOps team and Sales/Marketing teams are not aligned, and CRM access gets delayed by weeks and sometimes months. This should be prevented by the Sales/Marketing teams proactively reaching out to RevOps to request help ahead of the implementation.
Not holding reps accountable
We get it, change management is tough. But if you don't perform the necessary change management and have the sales reps execute on the account plans and reach out to the high intent accounts, you won't be able to get value from HockeyStack. Keeping the reps accountable is a must, and that is also why we like to align with the sales managers before launching to reps.
Not giving feedback in between launches
Feedback is required, not optional, for the implementation to be successful. In between every launch, when some configuration or result is presented, you should provide feedback to CSM for any revisions they might want. As much as possible, outputs should be polished by the Admins and Sales Managers before the Sales Rep Launch.
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