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On September 19th, we had our Sugar User Group Meeting, where we discussed our latest customer success initiatives and how this move will positively impact all of our customers.
Thank you to everyone who participated in this meeting! Below is the video recording of the meeting, general notes as well as the questions & answers.
Still have more questions about Sugar or our customer success initiatives? Feel free to reach out to our team here, and we’ll be happy to answer!
Sugar University divides their training into three major sections:
SugarCRM Hint is not available on mobile yet but is part of the roadmap, which more details will be shared in the future.
Through searching on Google we were able to utilize information from organizations and consultancies that are designed to talk about customer success and the value of customer success and what it means.
For us, this is the first attempt at Customer Success, and this will be an evolving room and possibly even expand into a department at some point. In all of the research that I did, it continued to reinforce the benefit of having customer success people as part of your organization.
Right now we’re still testing internally and currently have a few customers that are testing out our Customer Support Portal, but if you would like more information reach out to Matthew Cooke at firstname.lastname@example.org and he will connect directly about next steps.
Reach out directly to email@example.com to discuss specifics if you would like to get a jump start. If not, we will be sending out more official communication in the next few months.
Yes, the Director of Customer Success Role will be involved in the discovery, working from a consultative perspective in that regard. New customers, more than likely, will have a customer success manager get engaged and be involved in that handoff from sales to professional services. Again, going back to the overlay concept, we want to be involved in the entire process. So yes, absolutely customer success managers will be included in the discovery and consultative-type calls.
Generally speaking, there are non-billable and billable components, so in my case, when I get involved in multi-day discoveries and things like that, we bill as part of that project, but there's a lot of resources and information that can be provided outside of that context.