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Hidden Pitfalls of CS Platform Implementations w/ Marley Wagner, EverHealth
Manage episode 487844685 series 3664664
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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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Chapters
1. Missing Data Infrastructure Discovery (00:00:00)
2. Welcome to Customer Unsuccess (00:08:46)
3. Failed CS Platform Implementation Story (00:17:38)
4. Importance of Cross-Functional Alignment (00:26:49)
5. Automating New vs. Existing Processes (00:31:39)
6. Learning Resources and Communities (00:36:03)
15 episodes
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