Assign company to Customer Success but keep sales owner for reporting

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Occasional Contributor

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

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2 Accepted solutions

Accepted Solutions
Advisor

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. 

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Regular Advisor

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.

3 Replies 3
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Community Manager

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


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0 Upvotes
Highlighted
Regular Advisor

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.

Advisor

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.