The right software is a system that helps the customer success
manager keep track of all of the accounts they manage, and interactions
with customers in one central location. Relevant data—such as open
opportunities, renewals, and orders from CRM, current cases or issues
raised with customer service, etc.—are available to help them understand
the full scope of the customer account. There should also be a means of
tracking goals, strategies, and KPIs the company has defined, and how
they are tracking against them.
Select the right software that can connect with customer relationship
management (CRM) software that is currently in use, along with any
existing products or software that the organization is using. Proper
software can monitor products and a CRM from a centralized location,
and it has the ability to report trends, stats, and predictive
analytics. Customer success teams will also be able to log and analyze
connections with customers, including phone, email, chat, and in-person
interactions with customers.