Before your Customer Success team even gets their hands on a new account, a whirlwind of interactions has taken place. A flurry of emails sent, virtual meetings held, and communication channels buzzing. Proposals have been swapped and agreements sealed. Signed, sealed, and delivered contracts are the norm.
But here's the million-dollar question: How much of this vital info actually lands in the hands of your Customer Success Managers (CSMs)?
It's clear that in today's experience-driven economy, Customer Success leaders who prioritize customer experience in their processes come out on top. Despite this, many leaders are hesitant to adopt the tooling necessary to truly grasp and gauge the customer experience, fearing the unknown and harboring misconceptions about their implementation and effectiveness.
This guide aims to demystify Customer Experience Management (CXM) software and tackle the common concerns of Customer Success leaders, empowering them to make informed decisions and fully tap into the potential of CXM technology for their businesses.
Let's talk about Meetings.
Customer meetings are at the heart of every organization. Whether in-person or virtual, these meetings are vital for building relationships, gathering feedback, and discovering new business opportunities. But getting the most out of meetings means planning, diligent note-taking, and effectively sharing meeting content across your team.
By automating and optimizing meeting management, Meetings (built on customerOS) can give back each team member [4 hours a week][atlassian], allowing them 10% more time to focus on your business' core assets--the customers!
We've all been there.
An Account Manager, unaware of several open support tickets, joins a customer meeting hoping to upsell. Instead, they spend the whole hour discussing unresolved issues. They end up looking foolish and waste an opportunity to build customer trust.
The Marketing team launches a campaign without checking the status of open support items. The customer, frustrated with the open issues, isn't in a buying posture. The campaign is ignored, or worse, the customer's frustration escalates at the prospects of being upsold when they're not happy with the current solution.
As a startup CEO, you're no stranger to juggling numerous tasks and responsibilities. To make your life easier and improve your startup's performance, it's crucial to create leverage wherever you can. The easiest way to do that is to see all your customer data together in one place. Hubspot, the industry-leading marketing, sales, and customer service platform, makes this easy with their suite of integrations. In this blog post, we dive into the top 10 Hubspot integrations that every startup CEO should be aware of to drive growth and success.
By the time a customer reaches your operational teams, A LOT has happened. They’ve exchanged countless emails, virtual meetings, and other communications. Proposals have been shared and agreed. Contracts have been signed.
But how much of this crucial data makes it to your operational teams when it's time to hand off the customer?
Are you tired of spending hours searching for customer information? You're not alone!
Many fast-growing companies struggle to know their customers well enough, as customer information is often scattered across different teams. Research from McKinsey & Company shows that [customer teams spend 20-30% of their time looking for information][mckinsey], leading to confused customers and less-than-ideal experiences.
"You've got to start with the customer experience and work back towards the technology, not the other way around."
~ Steve Jobs
Back in the olden days, we use to have these things called offices. With people. Lots of people. Working. Often in the same room.
Pure insanity.
