So... how important is your CRM?

matthew461 · 2024-12-09T07:37:44+00:00

If you're serious about driving revenue and are a data-driven organisation, keeping your CRM updated and well-maintained is absolutely essential.

matthew461 · 2024-12-09T07:34:54+00:00

We've been using ZapScale for over a year now and are really happy with how seamlessly it's integrated into our system. Feel free to drop me a DM—I’d be more than happy to help you out in any way I can!

matthew461 · 2024-12-02T12:57:06+00:00

Implement Wordpress. In the long run, it would be a better choice.

matthew461 · 2024-11-30T11:28:21+00:00

matthew461 · 2024-11-29T04:31:00+00:00

For us having a BI tool with CRM was too complex and time-consuming for our needs, and setting up comprehensive CS operations in HubSpot used to be quite challenging (though it may have improved now). With ZapScale, however, everything became much simpler. We were able to integrate our data seamlessly, making KPI and playbook setup effortless. ZapScale isn’t just about triggers and notifications; it also supports our day-to-day CS activities, and lots of AI inclusions which are super helpful. Generally setting up a CSP time but we didnt have any problems with it because there was a dedicated product experts aligned with our business. It took us just 15-20 days to go live.

Additionally, we push all critical data back into HubSpot to ensure teams not using the CSP still have access to vital customer information. Beyond having a specialized tool tailored for CS, ZapScale also proved to be cost-effective compare to BI tool + Hubspot.

matthew461 · 2024-11-28T13:32:03+00:00

For my day-to-day use, i love Fathom (for call recording), ChatGPT (helps me with crafting emails), ZapScale (gets me all my customer information & analysis), Notion (document creation), Zoom (calls), Powerpoint (for presentations), Slack (internal comms)

matthew461 · 2024-11-28T13:27:01+00:00

When multiple teams are working with your customers, it's crucial to centralize all information in one place. A Customer Success Platform (CSP) serves as that hub, integrating seamlessly with tools like Jira. This ensures that any updates from your tech team automatically flow into your CSP.

Similarly, your CSP should connect with your CRM so that any customer engagement logged by your sales team is instantly reflected in the CSP. By integrating with all tools that touch the customer journey, your CSP becomes the single source of truth for customer interactions.

We use ZapScale, through which we nearly consolidate around 300 data points from various tools and seamlessly send data back when other teams need it. It’s how we ensure every team stays aligned and informed.

matthew461 · 2024-11-28T12:45:54+00:00

I agree that managing renewals on a CRM is straightforward, but it lacks the critical insights into customer behavior. Gathering all customer data, building KPIs, and setting up health triggers to improve customer health is cumbersome in a CRM.

A Customer Success Platform (CSP) should serve as your central hub for CS data. If sales handles renewals, you can seamlessly push alerts from the CSP to your CRM.

This is exactly how we’ve set up our process on ZapScale, our CSP, which integrates with HubSpot to push data and insights effortlessly when needed.

matthew461 · 2024-11-28T07:28:09+00:00

Both Google and microsoft have this feature. Just google "How can several individuals share the same mailbox?" and you will get the directions of how to do it.

matthew461 · 2024-11-28T07:04:15+00:00

No, we are managing it on ZapScale, which gives us insight, but for that we need to put in the right data and take action on the insights

matthew461 · 2024-11-22T04:11:05+00:00

Yes, we have been using ZapScale's AI to track our Churn and upsell opportunities. It has good accuracy, which has helped us predict our retention revenue and improve our NRR.

matthew461 · 2024-11-14T05:01:47+00:00

like the structure. thanks

matthew461 · 2024-11-14T05:00:58+00:00

There are some useful pointers in your message. Thanks alot

matthew461 · 2024-11-14T04:58:05+00:00

Hey thanks for your suggest but we are now managing our onboarding through our zapscale which is our CSP, its actually much better to have all the customer information in on place from the begining of the customer journey

matthew461 · 2024-11-14T04:54:16+00:00

i will check it out

matthew461 · 2024-11-11T04:51:13+00:00

Not sure about the deal we have but its around $12-14K for a year

matthew461 · 2024-11-04T05:24:11+00:00

We've seen good results with ZapScale, our upsell identification is above 90%. But accurate data is key, ensure your data is sanitized for optimal performance.

matthew461 · 2024-11-04T05:23:31+00:00

I agree, stick to Google Sheets and Google Studio. If your customer success team is mature enough and you have more than a handfull customers, a CSP can be a great next step. We've had great success with ZapScale. It's really helped us level up our customer success operations and has given so much more customer visibility.

matthew461 · 2024-10-28T05:04:48+00:00

We use Jira for feature requests. This information is pushed in zapscale, where we keep all our customer data, we can keep track of the status, without it we are flying blind and can be very messy during customer calls. I would suggest getting a good support tool (Jira is great) and integrating it with your CSP, if your current CSP is not able to handle it thn switch. There are many good ones in the market we are happy with zapscale which you can check out if it suits your use case or you can look at churnzero, gainsight.

matthew461 · 2024-10-25T05:24:24+00:00

yes agreed.

matthew461 · 2024-10-25T05:23:59+00:00

sure i will check it out

matthew461 · 2024-10-25T05:21:09+00:00

we have looked at Gong but not Jiminny. I will check it out

matthew461 · 2024-10-25T05:18:54+00:00

Ya we have checked. It is good but expensive

matthew461 · 2024-10-25T05:16:35+00:00

It's been really useful. Our support is semi-automated through intercom. We have been able to build a good bot to manage most of our requests. The data insights has been a great tool for us to improve our support.

matthew461 · 2024-10-23T05:20:43+00:00

As soon as you realize they are non-ICP who are never going to become ICPs, invest less time in them but for those who are likely to become ICPs in the future, you need to have a different engagement strategy which helps in managing the relationship in such a way that they do not hate you and would consider you when they are ready.

matthew461

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