Are you using Pipedrive for your CSM - Customer Success - activities ? If not, which tool do you use

Luc Bretones_36417
Luc Bretones_36417 Posts: 14
edited July 28 in Sales CRM #1

Are you using Pipedrive for your CSM - Customer Success - activities ? If not, which tool do you use ?

Comments

  • Meghann Cundall
    Meghann Cundall Posts: 13
    edited February 25 #2

    Hi Luc.  I am using it and I've created another Pipeline for Customer Success.  I followed some advice in an earlier community thread that this was the best way to manage CS from within PD.  A lot of people also talked about doing the integration to Asana and using Asana for CS task management.  I would check the Community for earlier posts for some further recommendations.  Hope this helps.

  • Luc Bretones_36417
    Luc Bretones_36417 Posts: 14
    edited June 2021 #3

    Hi Luc.  I am using it and I've created another Pipeline for Customer Success.  I followed some advice in an earlier community thread that this was the best way to manage CS from within PD.  A lot of people also talked about doing the integration to Asana and using Asana for CS task management.  I would check the Community for earlier posts for some further recommendations.  Hope this helps.

    Thank you very much Meghann!
    Do you have the link to the thread you mention?

  • Akhil_38657
    Akhil_38657 Posts: 2
    edited February 25 #4

    Hi Luc,

    Just like Meghann, I’ve created a separate Pipeline called Customer Success and have created the following Stages;

    Sales->CS Transfer, Adoption, Expansion, Renewal, Offboarding and Churn.

    In our deals I’ve created custom fields called ‘Customer Segment’, ‘Customer Health’, and ‘Renewal Risk’.

    i can use this data to create dashboards and proactively manage our client base

  • Luc Bretones_36417
    Luc Bretones_36417 Posts: 14
    edited June 2021 #5
    Akhil said:

    Hi Luc,

    Just like Meghann, I’ve created a separate Pipeline called Customer Success and have created the following Stages;

    Sales->CS Transfer, Adoption, Expansion, Renewal, Offboarding and Churn.

    In our deals I’ve created custom fields called ‘Customer Segment’, ‘Customer Health’, and ‘Renewal Risk’.

    i can use this data to create dashboards and proactively manage our client base

    Thank you so much Akhil! How many customers do you manage this way?

  • Akhil_38657
    Akhil_38657 Posts: 2
    edited June 2021 #6
    Akhil said:

    Hi Luc,

    Just like Meghann, I’ve created a separate Pipeline called Customer Success and have created the following Stages;

    Sales->CS Transfer, Adoption, Expansion, Renewal, Offboarding and Churn.

    In our deals I’ve created custom fields called ‘Customer Segment’, ‘Customer Health’, and ‘Renewal Risk’.

    i can use this data to create dashboards and proactively manage our client base

    Hi Luc, our team is managing just under 200 customers. 

  • Inês Batata
    Inês Batata Admin Posts: 3,153 COMMUNITY MANAGER
    2500 Comments Second Anniversary 5 Likes First Answer
    edited June 2021 #7

    Thank you for starting this discussion @Luc Bretones !

    I'm going to pin it to the main feed of the Community for a couple of days as I'm sure this is something other members can benefit from and contribute to keeping the conversation going. 🚀

  • Meghann Cundall
    Meghann Cundall Posts: 13
    edited September 2021 #8

    Hi Luc.  I am using it and I've created another Pipeline for Customer Success.  I followed some advice in an earlier community thread that this was the best way to manage CS from within PD.  A lot of people also talked about doing the integration to Asana and using Asana for CS task management.  I would check the Community for earlier posts for some further recommendations.  Hope this helps.

    https://community.pipedrive.com/post/calling-all-sales-leaders-who-use-pipedrive-as-a-customer-success-tool-5f4db4c5a353e50b294ed305

    https://community.pipedrive.com/post/what-is-the-best-way-to-use-pd-for-account-management-5e3809efce36467ee4dd08d8

     

    Here are two posts I read that I found helpful. 

     

  • Billy McDiarmid
    Billy McDiarmid Posts: 1
    edited February 25 #9

    Hey @Luc Bretones ,

    Yes, we use Pipedrive for Customer Success. I've got separate pipelines set up for Customer Success and also Renewals. 

    CS - Onboarding - Adoption - Expansion - Renewal

    Renewal - Business Case - Terms - Complete. 

    I've got a number of custom fields - we follow the 'Success Vector' method of health scoring, so I've got fields set up for that, along with account limits, reporting lines, other tools used, and some other industry-specific stuff. 

  • Gino_52052
    Gino_52052 Posts: 2
    edited August 2021 #10

    Hey @Luc Bretones ,

    Yes, we use Pipedrive for Customer Success. I've got separate pipelines set up for Customer Success and also Renewals. 

    CS - Onboarding - Adoption - Expansion - Renewal

    Renewal - Business Case - Terms - Complete. 

    I've got a number of custom fields - we follow the 'Success Vector' method of health scoring, so I've got fields set up for that, along with account limits, reporting lines, other tools used, and some other industry-specific stuff. 

    Hi Billy, 

    This is super valuable. Do you have a template or would you be keen on meeting up shortly? I would love to pick your brain on this topic since I'm just starting to setup my CS pipeline.

    /Gino

  • Hossein Mohsenian_8278
    edited September 2021 #11

    Yes, correct. Pipedrive for CRM including pre-sales, sales and post-sales process. However activities need far more features. There are number of integration we use as well. However the lead area still need more flexibility and improvements.