Hey All, I’m struggling with the concept of Customer Success. I get what it does however with our growing customer list, i am struggling with figuring out what process to implement to faciliate and empower my CSM to keep in touch with all of her customers easily and not miss any.
Has anyone implemented a process using Hubspot Starter subscription features to assist with this please?
Hi @AntMcCabeCGS,
Thank you for your inquiry.
I’d like to involve some of our experts in the conversation to review whether they have any suggestions for you.
Hi @Lucila-Andimol, @JuanGomez0818, @Gilempert. Do any of you happen to have any suggestions for @AntMcCabeCGS ?
Thank you all for your contributions.
Best regards,
Diana
Hi @AntMcCabeCGS,
I would recommend you start with helping your CSM reach his/her goals, what are they being measured by? Is it just replying to requests? Do they need to improve retention? Time to close ticket? Onboarding?
Once you have that, I recommend you check Arrows resources for guidance, they have many resources that may be useful for you: The Vault 🔐 – Templates & Playbooks for HubSpot + Arrows
Please feel free to contact me if you would like us to help.
Kind regards,
Hey @AntMcCabeCGS hope you are doing well.
We have implemented a lot of Customer sucess and internal processes in Hubspot
either using sales hub or (most preferable )Service Hub.
Of course using Starter is going to limit you in some automations you may not be able to do
but you can still work with other 3rd party tools like Zapier for example.
We have worked multiple processes such as Renovations, onboarding new clients, upsell/crosell pipeline, among others. Here’s a blog post we wrote about this: Manage your internal processes with Service Hub
If you need help you can contact us at www.andimol.com.
Hope this helps.
Hi @AntMcCabeCGS - there’s actually quite a lot you can do specifically for Customer Success in HubSpot even with just the starter package. We’ve spent a significant amount of time collecting all the best practices we could find and packaged them up into an ebook (with a custom GPT trained on it to help you set things up if you prefer that) on HubSpot for CS. I hope that’s helpful.
Much appreciated. I’ve downloaded the ebook so will check it out. Thanks again.