Customer success technology at early-stage B2B SaaS
May 8, 2020
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There was a remarkably high degree of the participants using either Hubspot or Salesforce as their CRM.
Salesforce was way more commonly used than I thought it would be – even companies of ~20 employees are finding it a good fit.
A significant portion of the participants said they’d put the proverbial cart before the horse and purchased technology (most notably, CS platforms) without having their processes figured out first.
There was general recognition that this was a recipe for disaster.
Participants mentioned they had as many as 6-8 different systems to go into to make a customer health score or a report for the board report. The more systems they have with disparate data, the better chance they have of data not syncing properly – and it wastes time on the part of the CSMs.
So – the takeaway was that participants were going to go back to their leadership teams and convince them to start consolidating customer-data tracking systems (maybe a single source of truth).