Customer data is scattered across multiple apps used by:
- Marketing teams (For example, Email marketing tools, Social listening tools, Multi-Channel Campaign tools)
- Sales teams (For example, Pipeline management, Conversations analysis, CPQ tool, Document Engagement, Collaboration tools)
- Help Desk (For example, Knowledge Base, Portal, Chatbot, Emails, Calls)
Not only does this make the job of the Sales, Marketing and Customer Service teams harder, but such an environment also mandates the need for another tool to stitch together all the touchpoints :-). The author calls that tool a ‘Customer Success Platform’. Marketers call such a tool ‘Customer Data Platform’ (CDP).
At Vtiger, we have taken a unified approach. Vtiger One is one platform that empowers Marketing, Sales, and Customer Service teams by giving them One View on Lead, Contact, Deal, Case, Contact, Organization, etc. There is one Customer record. All touchpoints across all channels and transactions (deals, quotes, cases, email campaigns) are linked to that record which enables us to deliver One View on each transaction, such as Deal or Case. Through integrations with communication channels (Email, Phone, SMS, Meeting solutions, etc.), Vtiger brings touchpoints seamlessly into One View.
With advanced features like the following, Vtiger One enables your business to craft impactful touchpoints through the customer journey based on the engagement and the profile.
- Process Designer
- Deal Rooms
- Sales Sequences
- AI-based Deal Scoring
- Deal recommendations
Vtiger One also empowers Coaching of Sales and Customer Service teams with built-in LMS and Coaching module that includes conversations analysis of sales calls & emails.
Jamie states, “The right customer success technology empowers companies to collaborate on a shared platform that unites them around targeted engagements, real-time customer health data and reporting, and powerful automation. Instead of sticky notes, your account managers can rely on automated task reminders and real-time system generated portfolio management – which means sharper focus with precious time spent on critical tasks.”
We agree with that wholeheartedly. We just didn’t realize that we have built a ‘Customer Success’ platform along the way.
Not surprisingly, sales coaching tools are seeing an uptick in adoption, as selling has become much more nuanced. It is, in fact, no longer about just the product you sell. Salespersons have to do the right research, reach out at the right time, say the right thing in meetings, send the right words in an email or the right document, and handle objections the right way.