The Playbook for Running Customer Success in HubSpot

Stuart Balcombe, Product Marketer at Arrows, joins the podcast to discuss how organizations can run customer success functions in HubSpot and why it can be so valuable in delivering a connected customer experience. Stuart highlights the benefits of using HubSpot for customer success, including ease of process creation, cross-org visibility of data and the customer journey, efficiencies and opportunities automation, and more. We discuss customer-facing plans, what they are, their importance in driving action, and orienting the customer journey, and how organizations can build their own. We then spend time diving in tactically to the configuration of HubSpot for customer success. How to set up your company, contact, deal, and ticket objects, how to customize and structure your contact timeline, how to facilitate the customer success handoff from sales, how to structure onboarding flows, how to manage renewals, and how to automate repetitive work.