Dashboards & Reporting

jonnoprice1
Participant

Assign company to Customer Success but keep sales owner for reporting

Résolue

Hi all,

 

Investigating a fix and would appreciate any advice / best practice tips.

 

We currently auto-assign company & contacts to the Customer Success Manager when a deal is closed won. However the result is that in the sales person's dashboard the company / contacts for the closed won deal are no longer included in the reporting. 

 

For example the Contact Lifecycle Funnel Report:

Screenshot 2020-01-08 at 11.25.40.png

This no longer includes contacts from deals won as they are no longer assigned to the sales person. 

 

So the question is - how can you assign the contacts and company to a customer success team whilst retaining the reporting for the sales person?

 

Thanks in advance

0 Votes
2 Solutions acceptées
ConnorSlivensky
Solution
Conseiller clé | Partenaire solutions Elite
Conseiller clé | Partenaire solutions Elite

Assign company to Customer Success but keep sales owner for reporting

Résolue

My first thought is to create a custom property so you would have a "Customer Service Owner" and a "Sales Owner" and use workflows to set the CS one once the deal is won. That would give you properties to run reports, without affecting your sales reps reports. 

Voir la solution dans l'envoi d'origine

ndwilliams3
Solution
Conseiller clé

Assign company to Customer Success but keep sales owner for reporting

Résolue

Are you skipping any lifecycle stages when changing the ownership? If the settings on the funnel are set to only include leads that go through all, that  might explain it.

On the report settings, either remove stages not being used or skipped or change to "any" stage. Lead, MQL, SQL, Opportunity, Customer, Evangelist, Other.

 

If that doesn't fix it, then i'm not sure what the cause would be. 

 

Instead of changing the owner, have you considered adding a new custom contact property that's a user field to add the CSR as a secondary owner? This way the sales rep also retains ownership.

Voir la solution dans l'envoi d'origine

3 Réponses
ConnorSlivensky
Solution
Conseiller clé | Partenaire solutions Elite
Conseiller clé | Partenaire solutions Elite

Assign company to Customer Success but keep sales owner for reporting

Résolue

My first thought is to create a custom property so you would have a "Customer Service Owner" and a "Sales Owner" and use workflows to set the CS one once the deal is won. That would give you properties to run reports, without affecting your sales reps reports. 

jennysowyrda
Gestionnaire de communauté
Gestionnaire de communauté

Assign company to Customer Success but keep sales owner for reporting

Résolue

Hi @jonnoprice1,

 

Great question! I want to tag in a few of our subject matter experts to get their input on this matter! 

 

@DanielSanchez@Ben_M@ConnorSlivensky@ndwilliams3  do you have any thoughts or suggestions for @jonnoprice1?

 

Thank you,
Jenny

0 Votes
ndwilliams3
Solution
Conseiller clé

Assign company to Customer Success but keep sales owner for reporting

Résolue

Are you skipping any lifecycle stages when changing the ownership? If the settings on the funnel are set to only include leads that go through all, that  might explain it.

On the report settings, either remove stages not being used or skipped or change to "any" stage. Lead, MQL, SQL, Opportunity, Customer, Evangelist, Other.

 

If that doesn't fix it, then i'm not sure what the cause would be. 

 

Instead of changing the owner, have you considered adding a new custom contact property that's a user field to add the CSR as a secondary owner? This way the sales rep also retains ownership.