Hidden Pitfalls of CS Platform Implementations w/ Marley Wagner, EverHealth

Marlee Wagner, Head of Customer Success Programs & Strategy at EverHealth, shares a cautionary tale about a failed CS platform implementation due to overlooked data infrastructure incompatibilities, and provides crucial advice for evaluating customer success platforms.

• Carefully examine your data infrastructure compatibility when evaluating new platforms
• Involve RevOps early in platform evaluations to avoid technical mismatches
• Consider three critical data aspects: validity, access, and infrastructure compatibility
• Consult with marketing teams who have previously integrated with your CRM
• Include the future platform administrators in the decision-making process
• Hire administrative talent before finalizing platform selection when possible
• Start with small pilot programs when implementing new processes
• Build relationships with cross-functional teams to ensure alignment

Follow Marley on LinkedIn: https://www.linkedin.com/in/marleywagner/

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