Customer Success Handoff Process

Smart CRM & Sales Hub Tips, Tricks & Best Practices
1

Hi Everyone,

I’m curious if anyone else has dealt with a similar issue and has found an elegant solution.

Once one of our sales reps closes a new customer, that account gets handed off to a customer success manager. We have set up automation in a workflow so that a welcome email gets sent on behalf of the new Customer’s New CSM. The automation is set up so that a welcome email is sent to the contact at the company with the custom association label ‘Primary POC’.

Here is our issue however: The sales reps forget to label the ‘Primary POC’ contact 99% of the time. Becuase ‘primary POC’ is an association label, and not a record property, we don’t have the option of making the label a ‘required field’ before a deal is allowed to be moved to closed won.

Have any of you created systems and methodologies to ensure your CSM team knows who the Primary POC is for a new customer? So that they can be certain they are emailing the right person?

If you’d be willing to share any system that has worked for you, I’d greatly appreciate it!

2

Hey @JMayhew6 thank you for posting in our Community!

I would love to invite some of our top experts to this conversation so they can share more about it. @Gilempert @Lucila-Andimol @GuyTaylor any recommendations to @JMayhew6 ?

Thank you,

Pam

3

Customer Success Handoff Process

Hey hope you are doing well.

This is a great question, and a real problem for a lot of companies!

So before thinking about how to get the email fixed,

its better to solve the origin of the problem:

  1. Define and establish an internal procedure to ensure that the reps are setting up the right POC for the new project. The first thing that we do here is to set a report of those deals that are advanced in the sales process but with no POC marked. You can have a report to monitor this daily with the SalesManager. Then, for those deals identified with no POC, you can set up notifications and assign a task for the Sales rep "Need to assign POC to move forward”.
  2. As you are saying, label are not yet an object to be notified about or to use freely around the CRM, so you can use the "role"property of contacts marked as a “Decission maker” or “champion”, set this up in a custom property for the deal to be manually assign or copied from the contact.
  3. Once this is in order, you can have you email sent to the right contact and to the CSM with the right information.
  4. Also if you have a ticket process for the onboarding/implementation for the CSM, you need to copy also the POC information from the deal to the new ticket/project.
  5. Last, You also want to have a WF that will update the info from contacts to deals and tickets if the POC is modified.

Hope this helps

4

Hey @JMayhew6 ! have you checked out Arrows? It’s an integration that specifically deals with this process, you can check it out here: HubSpot Marketplace
And they have loads of great content and workflows you can copy on their website: https://arrows.to/
Check them out and let me know what you think!

Cheers,
James