New Customer Success Workspace - Doesn't Filter By Lifecycle Stage

[richmackey]

We turned on the public. beta of the new Customer Success Workspace to try it out. Really want our Account Managers to be able to monitor and update how their clients are feeling, etc. 

Funny thing is. It pulls ALL contacts under that contact owner into the workspace. It doesn't JUST pull customers. I did create a custom view for everyone that filters by Lifecycle Stage to only show Customers, but it's so weird to me that isn't an automatic filter - or we can't choose Lifecycle Stage by default.

It's a CUSTOMER SUCCESS workspace. They need to work existing customers. Not prospects. Or Subscribers. Or Leads. Seems like a huge miss - even for a public beta, and hopefully it will be corrected quickly.

Attached are the only settings available to customize.

[Coking · Accepted solution]

Hi! I'm Collette, the PM for the Customer Succcess Workspace. Thanks for checking out the new workspace and sharing your feedback! We are pulling in all companies owned by a user into their workspace. The goal here is to help people see their entire book of business, regardless of where the company is in their customer journey. We know that for some companies CS teams are involved at different points of the customer lifecycle and we also know that some companies use the lifecycle stage property differetly. We defaulted to be most inclusive rather than skip some companies by mistake. We are definitely planning to add more options for customization in the future. 

[ImpactPilot · Accepted solution]

@richmackey 

Would a shared list view where you filter on customer lifecycle = customer not do the trick?

Alternatively; I am the founder of ImpactPilot.io (an addon to CS workspace) We allow additional filtering in the company list view + all properties can be visualized over time. Feel free to check it out.

[Coking · Accepted solution]

Hi! I'm Collette, the PM for the Customer Succcess Workspace. Thanks for checking out the new workspace and sharing your feedback! We are pulling in all companies owned by a user into their workspace. The goal here is to help people see their entire book of business, regardless of where the company is in their customer journey. We know that for some companies CS teams are involved at different points of the customer lifecycle and we also know that some companies use the lifecycle stage property differetly. We defaulted to be most inclusive rather than skip some companies by mistake. We are definitely planning to add more options for customization in the future. 

[cvosullivan]

Hi Collette! We are onboarding multiple teams into HubSpot who have been using Asana to manage their clients. They are stuggling with not being able to see everything in one place as they're used to. We're encouraged by the new Customer Success Workspace. However, Contacts are our clients not Companies. We also have multiple Hubspot User properties. As our clients move through our program they are assigned to different "owners" - Coaches, Consultants, Writers, etc. We need the ability to filter on Contacts and HubSpot User properties. We hope you take this into consideration. Thank you!

[Coking]

Thanks for the feedback! It's something we're considering but have no plans to change right now. 

[BérangèreL]

Hi @richmackey,

I'd like to thank you for sharing your valuable feedback regarding this Beta! This means a lot to us.

I have shared it internally to bring more visibility to it.

Please let me know if there is anything else I can help with. I'll be delighted to do so!

Have a great day!

Best,
Bérangère