In the realm of sales, Salesforce has long been celebrated as a cornerstone CRM tool, empowering sales teams with robust features for lead management, pipeline tracking, and deal closure. However, its effectiveness for post-sales teams, particularly in customer success operations, is often marred by significant limitations.
Conversations with industry experts like Prakhar, who has practiced CS for about 10 years in established enterprise organizations, shed light on the challenges faced by post-sales teams when leveraging Salesforce. While the platform excels in catering to the needs of sales professionals, its functionalities fall short when it comes to addressing the nuanced requirements of post-sales teams.
One glaring limitation lies in the absence of seamless account pulse updates within Salesforce, hindering effective account management and proactive engagement. Without this feature, post-sales teams struggle to stay ahead of potential churn indicators and maintain a pulse on client satisfaction levels.
Moreover, Salesforce’s lack of integration with other platforms poses a significant hurdle for post-sales teams seeking comprehensive insights into client engagement and product adoption metrics. Manual workarounds become the norm, leading to operational inefficiencies and a disjointed customer experience.
Additionally, Salesforce’s reporting and dashboarding capabilities often fail to meet the specific needs of post-sales teams, lacking detailed insights tailored to customer success metrics such as renewal dashboards and EBR trend tracking. As a result, post-sales professionals are left grappling with inadequate data and limited visibility into critical aspects of customer engagement.
In essence, while Salesforce serves as a robust CRM solution for sales teams, its shortcomings become apparent when applied to post-sales functions. Addressing these limitations requires exploring solutions that offer seamless integration, advanced reporting features, and tailored insights designed to enhance the effectiveness of post-sales operations.
While above limitations are inherent, choosing another systems for post-sales teams like Customer Success is fraught with challenges – biggest of them being duplicating system of records across 2 systems for the same customer account and breaking the ability to get true account 360 view across the customer journey of pre sales and post sales.
By bridging this gap, organizations can unlock the full potential of their customer success efforts and drive long-term client satisfaction and retention. AppEQ helps by having the comfort of using Salesforce CRM for post sales teams while not compromising on the need for features and dashboarding capabilty requirements specific for customer success and account management teams.
