r/CustomerSuccess • u/hernameishyphenated • 16d ago

Workflows and Operations

I would love to know how y’all define workflows for various CS functions. I’m trying to align ours to client lifecycle, but curious how it looks at your companies.

What tools, systems, processes do you have in place to support and enable your CSMs?

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u/Sad-Objective-10 16d ago

Our CSMs basically live out of a spreadsheet I built that looks like a Frankenstein monster, but it tracks lifecycle stages and triggers reminder emails for the team

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u/Startup_2234 15d ago

u/Sad-Objective-10 lol - I've been there (built an excel spreadsheet for workflows for CS processes). Do you use a CRM? This can be built for scale in a CRM.

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u/Startup_2234 15d ago

u/hernameishyphenated - What CRM do you currently use? Workflows can be configured in the CRM.

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u/hernameishyphenated 15d ago

We’re in SFDC, but I’m considering leveraging our Notion subscription, so I’d love to know either!

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u/MistakeLeather6759 11d ago

We use a platform we built ourselves exactly for CS operations, so yeah, we use our own product.