Customer Success Enablement
Empowering CSM teams to more effectively manage their business
Challenge: CSM’s lacked a true CRM tool to manage their business
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CSM’s used spreadsheets to keep notes on their customer accounts
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No automation existed to notify internal stakeholders on upcoming renewals, health status changes, etc.
Challenge: CSM's, customers and partners needed an easier way to plan for Fusion Cloud updates
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Customers & partners were unprepared for updates and complained about the lack of testing time
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Project stakeholders were required to review lengthy documentation just to capture relevant dates
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CSM’s were receiving an increased # of calls from customers asking questions about their update schedule
Challenge: SailPoint CSM's needed an easier way to communicate key release date information to their customers
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Release update communication was inefficient and involved back and forth emails with the development team
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CSM's, partners and customers needed a way to visualize key release dates to help plan for upgrades
Challenge: BigID CSMs struggled onboarding new customer accounts
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CSMs were required to send multiple emails to help customer contacts gain access to key resources
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Customers needed an easier way to prepare for their implementation
