Hi @Jeff Heckler,
I've spent a lot of time working in SFDC to make it our CS platform along with creating the associated processes. Happy to schedule a call to discuss it real-time and show you sample customer objects, dashboards, etc.-Joshua
Hi @Josh Loe,Are you, or have you, run your CS team's environment/platform on Salesforce?If so, what has been your experience?Thanks!Jeff
Hi @CHIEMELA OJI,
I am very interested in using Salesforce as a CS platform.In my past, I have had success building CS environments with CRMs.What has your experience been, please?Many thanks!Jeff
Semra,Our sales team uses HubSpot and in CS we use ChurnZero which like most CS platforms syncs accounts, contacts, tasks, email, and more with the CRM platform, so largely the best of both worlds.
Good Morning Semra, I've worked with a bunch of toolsets along the way. All have pros and cons. From Salesforce to Gainsight to Hubspot to Act all over the spectrum. My 1000% ft advice would be to find the tool that suits how you are running CS and core components that your CS team covers. Hubspot does offer an addon Service/Support package. With it you'll be able to do NPS, Track a customer's Journey along a Lifecycle measure Customer Health and Maturity and build out automation and workflows for onboarding. I do find that with Hubspot you find yourself in a pattern of needing something and then having to pay for that additional feature so a lot of nickel and dime add-ons and integrations in my opinion. Salesforce is a one stop shop but A) you'll pay for it and for a lot of the workflows, tracking maturity curves and lifecycles you'll be doing some customizing. If you have a SFDC admin then this is not a problem, if you don't then it could be time consuming or cost you in services to build out. Additionally, with SFDC's open style architecture companies struggle with big ideas that eventually cause a mess down the road. So, if you do go the SFDC route (and I love the solution) be wary of wild west building and the subsequent mess that follows.
Now if you want a truer CS platform you could look at Gainsight (or others) which is customizable and provides all the tools that CS would need and integrations into Hubspot and SFDC. Where I'm going with that is that you have your Account 360 view, NPS, and customer journeys and health metrics in Gainsight and then your Renewals (If CS is responsible for them) in your sales CRM. with the integration you give your team and others visibility into customer accounts but also enable your CS team to run renewals alongside sales in their CRM. Depending on how your org handles upsell/xsells this may be a good option. There are others out there and hopefully this helps. If you want to add a blurb around the expectations and areas your CS team owns I and others might be able to get a little more specific on what tools may help. BestJacquesHead of Customer Success at ThreatSwitch