Coming up next –¬† Mary Poppen & Sandy Yu¬† Optimizing B2B SaaS Revenue: Mastering Upselling & Cross-Selling Strategies

Table of Content
1. Introduction
2.Information is essential
3.Data Transfer approaches
4.Optmizing your CRM


When a prospect transforms into a client, a critical but often overlooked transaction occurs, not just between the client and your organization, but internally‚ÄĒfrom your sales team to the customer success team. This transfer is pivotal, and the key lies within the data that flows from one team to another. In today‚Äôs hyper-connected business environment, personalizing communications isn’t just advantageous; it’s imperative. The foundation of this effective personalization is robust, detailed CRM data, pivotal for tailoring the customer experience.

Yet, despite the critical role of CRM systems like Zendesk in this process, surprising statistics from the world of CRM reveal both opportunities and challenges. For instance, while 74% of businesses acknowledge that CRM software has given them improved access to customer data, a significant 22% of salespeople are unaware of what a CRM is, and 40% of companies don’t use a CRM at all, often relying on rudimentary tools like spreadsheets and email for storing customer data

Moreover, as we delve into the approaches of data transfer in the context of CRM usage, it’s worth noting that CRM technology is not static. It has rapidly evolved, mirroring the changing demands of customers who seek more.

CRM optimization -

Information Is Essential 

The critical role of data in the journey from sales to customer success cannot be overstated. In today’s competitive landscape, where 68% of marketing leaders acknowledge their company’s rivalry based on customer experience (CX), the seamless transfer of customer information is more than just a procedural step; it’s a cornerstone of business success. Here’s how this transfer impacts both ends of the spectrum:

1. Customer Experience: Inconsistent data will result in miscommunication and inappropriate service offerings, damaging customer trust and satisfaction.

2. Operational Efficiency: Teams rely on accurate data for decision-making. Data discrepancies can lead to redundant efforts and time-consuming corrections.

3. Decision Making: Data-driven strategies are essential in customer success. Inaccuracies can lead to misguided decisions and lost opportunities.

4. Personalization Challenges: Effective personalization depends on consistent data. Inconsistencies make it difficult to tailor interactions and services, impacting customer expectations.

5. Customer Retention Issues: Tracking customer satisfaction and loyalty is vital. Inaccurate data hinders the identification of at-risk customers, affecting retention strategies.

6. Reputation Risks: In the digital age, negative customer experiences, often stemming from data inconsistencies, can quickly tarnish a company’s reputation.

7. Compliance Risks: In certain industries, accurate customer data maintenance is a legal requirement. Inconsistencies can lead to compliance issues and legal ramifications.

In essence, the transfer of customer data from sales to post-sales teams using CRM tools like Zendesk is not just a transfer of information, but a transition of responsibility and opportunity. It’s about harnessing the power of data to drive customer satisfaction, enhance operational efficiency, and ensure compliance, all of which are critical for long-term business success.

Zendesk: In the vital role of CRM for maintaining and transferring customer data, Zendesk emerges as a key player. Zendesk offers aid to customer service reps, which has led to an increase in customer satisfaction by 25%.

Data Transfer : How It usually Plays-Out

Manual Transfer 

Time-Consuming: Manual data entry significantly slows down processes, with 32% of salespeople spending over an hour daily on it

Prone to Error: Humans are more likely to make errors compared to automated systems, leading to inaccuracies in data.

Inefficient: Takes away valuable time that could be used for customer engagement and other productive tasks.

Quality Compromise: Manual entry often results in low-quality, incomplete, and inaccurate data, affecting strategic decisions.

Contrast with CRM: CRMs like Zendesk automate and streamline these processes, enhancing accuracy and efficiency.

Unified Zendesk CRM for Sales and Post-Sales

Using Zendesk for both sales and post-sales teams can be advantageous in certain aspects but may also have limitations, especially when considered primarily as a sales CRM:


Streamlined Process: Zendesk offers a unified platform, facilitating seamless data flow between sales and post-sales.

Ease of Use: Features like duplicate detection and automated data entry from various sources simplify the user experience.

Advanced Reporting: Zendesk provides comprehensive reporting features, aiding in insightful analysis and decision-making.


Customization Limits: Zendesk, while robust for sales, may lack specific customizations and features tailored for post-sales operations and customer success.

 Post-Sales Functionality: Focused more on sales, Zendesk might miss out on specialized post-sales functionalities like in-depth customer success tracking, which dedicated post-sales CRMs offer.

Cost Considerations: Advanced features come with higher pricing, which may not be feasible for all businesses, especially small to mid-sized ones.

While Zendesk provides a solid foundation for sales, it might not be cut out to be the go to tool to boost customer success and revenue retention.

Separate CRMs with Zendesk for Sales


Customization: Offers tailored solutions, enhancing specific workflows for sales and post-sales.

Insights Depth: Facilitates closer customer relationships and upselling opportunities.


Data Inconsistencies: Risk of discrepancies between sales and post-sales, impacting customer experience.

Transfer Bottlenecks: Cumbersome data transfer can create workflow inefficiencies and service delays.

This approach underscores the balance between specialized functionality and the need for cohesive data integration.

ApproachGood PointsNot So Good Points
Manual Transfer Without Zendesk– More control over data-  Cheaper to start-Takes a lot of time and can have   mistake-Not the best use of tim- Easy to mess up the data
Unified Zendesk CRM for Sales and Post-Sales– Everything works together smoothly- Easy to use with lots of helpful features- You can get a lot of useful reports– Might not fit perfectly for after-sales care- Costs more for the fancy stuff- Takes time to learn all it can do
Separate CRMs with Zendesk for Sales– Perfectly fits sales and after-sales needs- Gets you really good info on customers– Can mix up data between sales and after-sales- Moving data around can slow things down

Optimizing Your CRM to Play Two Roles ?

Integrating Zendesk, with a CRM tailored for sales, with a post-sales platform, built with the aim of specializing in post sales (customer success) functionality, emerges as a gamechanger. It streamlines the entire customer lifecycle from initial contact through to ongoing customer success. 

This blend of tools provides a cohesive solution, addressing the pitfalls of disjointed systems while capitalizing on their individual strengths.

Unified Customer View: Creates a single source of truth for customer data, avoiding discrepancies.

Seamless Workflow: Integrates sales and customer success activities, enhancing efficiency.

Customization and Flexibility: Tailors features to both sales and post-sales needs without compromise.

Ease of Integration: AppEQ’s straightforward integration with Zendesk simplifies setup, merging sales and post-sales into a unified system.

FeatureZendesk Alone Integration
Data ContinuityData silos possibleSeamless data flow
CustomizationSales-focusedTailored for both sales and post-sales
FunctionalityLimited post-sales toolsComprehensive suite for the entire customer lifecycle
EfficiencyManual data transfersAutomated workflows

By integrating Zendesk with a post sales Platform, businesses can harness the power of both platforms, ensuring that data inconsistencies are a thing of the past and that the functionality is extended beyond just sales. This approach not only increases operational efficiency but also enhances the customer experience by providing teams with the tools they need to succeed in both sales and post-sales activities. The fear of falling behind due to outdated or disjointed systems becomes irrelevant, as this integrated solution places businesses at the forefront of CRM strategy.


In navigating the complexities of CRM systems, the integration of a CRM system, such as  Zendesk with a platform that focuses on Post sales functionality, emerges as a game-changer. It addresses the crucial need for seamless data flow and functionality across sales and post-sales processes. 

This approach not only solves data inconsistencies but also enhances customer relationship management, setting a new standard for businesses aiming to provide exceptional customer experiences. Remember, the choice of CRM strategy could very well dictate your company’s future in customer satisfaction and operational efficiency.

Table of Contents

Picture of Archana Prajapati

Archana Prajapati

Turning Insights into Revenue with Customer Success Teams ūüöÄ Founding Member

What is AppEQ? 


AppEQ is a lightweight customer data activation plugin that brings customer data like product usage data/trends right at CSM’s fingertips , on their existing applications like Inbox/CRM /CSP /HelpDesk. We integrate data directly from product analytics like Pendo, Mixpanel, Amplitude and CRM like Salesforce, Hubspot etc.¬†

Our capability to bring this within your existing applications through our in-app widgets  leads to much higher adoption  and implementation time of 1 week or less

Book a demo with Shaswat

Every Enterprise requirements are different. Understand how Customer Data and Insights Activation can help drive more revenue through a personalized demo with Shashwat


What is Insights & Data Activation?

Insights & Data Activation connects data from various sources and creates a unified profile. It uncovers valuable insights and opportunities in customer interactions through platforms like CRM, helpdesk, CSP, spreadsheets.

AppEQ works seamlessly with your existing operational tools,
so your team doesn't need to learn a new system

Unified View‚Äč

Data Integration empowers companies to improving customer experience and retention. By connecting customer profile and interactions across all touchpoints in different systems, organizations can proactively identify at-risk customers and sell more with intelligent insights aligned to customers interest.

Improved Customer Retention‚Äč

Deeper customer insights, proactive churn prevention, exceptional experiences for long-term success.

Increased Revenue Opportunities‚Äč

Leverage customer data to identify upsell/cross-sell opportunities and maximize revenue growth

Streamlined Workflows

Streamline operations and proactively address customer needs with real-time in-app data insights in existing workflow.

Culture of Data-Driven Decisions

Empower data-driven decisions for customer success with clear customer insights and interactive dashboards.