TennisandSales

Head Of Sales

Acclaimed Answer

Getting Customer Success to use SFDC....

I know its an age old tale about how sales folks needs to update salesforce.....but i did not think i would be in a place where I would need to convince our CS team to actually use SFDC.

All of their meetings, notes, conversations are kept in some random g-sheets that no one ever sees.

I thought it would be common sense that they need to put that shit in SFDC so we can all see it and have insight into what was happening.

They all just complained about "duplicate work" and what the value was.

So i had to go back to the drawing board.

I figured out a few key workflows they have and created a dashboard to help them have one place to go to view key info and showed them how they can search much better for their notes if its in SFDC.

Praying they start to use it so our customer interactions are not a complete black fucking hole.

Anyone else have a CS team that is just as annoying??

👨‍❤️‍💋‍👨 Customer Care

12

19 comments

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jefe

Arsonist

7

🍁

Your first mistake - assuming anyone uses common sense. That's not what CS stands for!!

TennisandSales

Politicker

2

Head Of Sales

🤣🤣🤣🤣

Justatitle

Big Shot

3

Account Executive

Get Scratchpad for the company and watch how fast that changes.

Justatitle

Big Shot

0

Account Executive

I do not work for scratchpad FYI

Filth

Politicker

3

Live Filthy or Die Clean

I dont have SFDC but hubspot and then the CS team has Jira and then the Acct team has Bill.com and to be honest it really sucks we aren't all in one system sometimes b/c the executives never seem to look for shit regardless so it's all just thrown into manual reports and emails anyhow...I have no love for Sales Force but I would love a comprehensive kit but it's a dream b/c of the cost.

I feel the pain and I do not have any answer - good luck and god speed lol.

MyAnonymousName

Opinionated

2

Sales Leader

Do you use any kind of call recording software? We were having the same issue (to be fair our CS team was having to input stuff into multiple systems and we could not get them to talk) but now have an easy automation that does a call note summary automatically into SFDC/Hubspot.

We use Gong, but you could do it with any tool that provides a transcription of the call.

SalesBeast

Politicker

2

Sales Leader

That’s annoying. Just tell them it is mandatory.

Sunbunny31

Politicker

2

Sr Sales Executive 🐰

This is something that needs to be enforced from the top as company policy. Visibility affects all departments.
That said, nobody likes duplicate work, but if there's a way to flow a reference from their system into SFDC so you all can see it, that would be ideal.

Revenue_Rambo

Politicker

2

Director, Revenue Enablement

All comes down to accountability. We’ve got Gong but 1 of the CS routinely dumps it from their calls.

Also have SF. For whatever reason CS logs no calls or emails on their accounts. Yet turns around and bitches out the AM for calling someone they just spoke with.

Ultimately if the leader held even the slightest process standard this wouldn’t be an issue.

oldcloser

Arsonist

1

💀

To be fair, you run revops at an 8 Billion employee org. 1 defector ain't bad.

Revenue_Rambo

Politicker

1

Director, Revenue Enablement

When you have 100+ CS reps, no.
But we have 5

oldcloser

Arsonist

1

💀

Yeah- us too. They just will not participate in anything that has to do with that orange thing sales uses. They really have no freaking idea how good it is. And they won't even look.

Revenue_Rambo

Politicker

1

Director, Revenue Enablement

Gonna be real sobering when they wake up one day and all of their credentials are revoked and there is a short notice meeting in their calendar.

oldcloser

Arsonist

1

💀

It's gonna be a lightbulb moment in C suite land for sure. I've already picked a few ops out just through conversations with a few CSMs. Case is building.

oldcloser

Arsonist

1

💀

Full freaking mutiny on Hubspot at my place. It's on the list to fix, but getting buy in from the top has pushed this to dead last on my list. May the force be with you.

Revenue_Rambo

Politicker

1

Director, Revenue Enablement

Why the mutiny?

oldcloser

Arsonist

1

💀

Fear of accountability. Poor leadership on that side. Lazy CSMs. All the normal shit. It's on the whiteboard for sure. Just tough to go at the COO from where I sit 5 months in and banging through my own process design. Ducks are in a line, but not yet in a row where I can go head-on at this one. I'll get there.

oldcloser

Arsonist

1

💀

the more I think about this.... jebus... makes me insane. No telling what I'm missing in their quickbase configured trap.

Pachacuti

Politicker

1

They call me Daddy, Sales Daddy

If you don't have c-level pushing SF, no one is going to use it. MY org reluctantly uses SF but only because we're pummeled on a near-daily basis by our CEO who seems to love it.

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