Scaling Customer-Centricity
Scaling Customer-Centricity
Scaling Customer-Centricity
Scaling Customer-Centricity
Vice President of Product & Customer Success at conversational LMS, Continu, shares how Planhat has empowered commercial teams to focus on customer collaboration, not busywork.
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Vice President of Product & Customer Success at conversational LMS, Continu, shares how Planhat has empowered commercial teams to focus on customer collaboration, not busywork.
Share
Vice President of Product & Customer Success at conversational LMS, Continu, shares how Planhat has empowered commercial teams to focus on customer collaboration, not busywork.
Terri James — I've been with Continu for about 13 years, and we're a learning management system serving global customers, and our platform actually serves both the corporate and the customer side training. They're pretty large accounts—anywhere between 2,500 employees and 200,000 employees.
What that really means is that they have a lot of complex needs. Some of them are actually moving away from multiple LMSs and some are actually consolidating right into Continu. So they come with a lot of complexities and being able to understand the full lifecycle of that account can be challenging.
Even from day one, we used a little bit of Salesforce—but it requires a lot of work, a lot of task management, a lot of things. And what we were finding as well is we were spending more time in the tool than actually working with our customers. And we are the strategic partner to them. We are that extension of their team. So we needed to make sure that we weren't spending that time in the tool and that we could be working with them.
What we were finding was it was just a lot of busy work, and I think because we were scaling we wanted to create a great framework so that as we scale the CS team, they have the right tools and they can do the right job for our customers.
“Even from day one, we used a little bit of Salesforce—but it requires a lot of work, a lot of task management, a lot of things.”
Terri James — I've been with Continu for about 13 years, and we're a learning management system serving global customers, and our platform actually serves both the corporate and the customer side training. They're pretty large accounts—anywhere between 2,500 employees and 200,000 employees.
What that really means is that they have a lot of complex needs. Some of them are actually moving away from multiple LMSs and some are actually consolidating right into Continu. So they come with a lot of complexities and being able to understand the full lifecycle of that account can be challenging.
Even from day one, we used a little bit of Salesforce—but it requires a lot of work, a lot of task management, a lot of things. And what we were finding as well is we were spending more time in the tool than actually working with our customers. And we are the strategic partner to them. We are that extension of their team. So we needed to make sure that we weren't spending that time in the tool and that we could be working with them.
What we were finding was it was just a lot of busy work, and I think because we were scaling we wanted to create a great framework so that as we scale the CS team, they have the right tools and they can do the right job for our customers.
“Even from day one, we used a little bit of Salesforce—but it requires a lot of work, a lot of task management, a lot of things.”
Terri James — I've been with Continu for about 13 years, and we're a learning management system serving global customers, and our platform actually serves both the corporate and the customer side training. They're pretty large accounts—anywhere between 2,500 employees and 200,000 employees.
What that really means is that they have a lot of complex needs. Some of them are actually moving away from multiple LMSs and some are actually consolidating right into Continu. So they come with a lot of complexities and being able to understand the full lifecycle of that account can be challenging.
Even from day one, we used a little bit of Salesforce—but it requires a lot of work, a lot of task management, a lot of things. And what we were finding as well is we were spending more time in the tool than actually working with our customers. And we are the strategic partner to them. We are that extension of their team. So we needed to make sure that we weren't spending that time in the tool and that we could be working with them.
What we were finding was it was just a lot of busy work, and I think because we were scaling we wanted to create a great framework so that as we scale the CS team, they have the right tools and they can do the right job for our customers.
“Even from day one, we used a little bit of Salesforce—but it requires a lot of work, a lot of task management, a lot of things.”
We implemented Planhat in 2021 at a time where we were really scaling Customer Success. And it was that tipping point where we were deciding between going with what Sales was doing—and get Salesforce—or choosing Planhat.
We had a great opportunity to to meet the Planhat team really early on. And that was really the decision we made—that Planhat would give us that visibility that we needed.
Until then, CS felt like a black box. It was very much limited to what we could see across the accounts. We had a lot of distributed notes, a lot of items that were just scattered everywhere, and we really needed that consolidation, but we also needed to understand those accounts at a really deep level, even if it was just a day-to-day process.
“Planhat first gave us value the minute we actually mapped our user data from our product, because what we could actually do was tie together the visibility that we were seeing just at a glance from customers”
We implemented Planhat in 2021 at a time where we were really scaling Customer Success. And it was that tipping point where we were deciding between going with what Sales was doing—and get Salesforce—or choosing Planhat.
We had a great opportunity to to meet the Planhat team really early on. And that was really the decision we made—that Planhat would give us that visibility that we needed.
Until then, CS felt like a black box. It was very much limited to what we could see across the accounts. We had a lot of distributed notes, a lot of items that were just scattered everywhere, and we really needed that consolidation, but we also needed to understand those accounts at a really deep level, even if it was just a day-to-day process.
“Planhat first gave us value the minute we actually mapped our user data from our product, because what we could actually do was tie together the visibility that we were seeing just at a glance from customers”
We implemented Planhat in 2021 at a time where we were really scaling Customer Success. And it was that tipping point where we were deciding between going with what Sales was doing—and get Salesforce—or choosing Planhat.
We had a great opportunity to to meet the Planhat team really early on. And that was really the decision we made—that Planhat would give us that visibility that we needed.
Until then, CS felt like a black box. It was very much limited to what we could see across the accounts. We had a lot of distributed notes, a lot of items that were just scattered everywhere, and we really needed that consolidation, but we also needed to understand those accounts at a really deep level, even if it was just a day-to-day process.
“Planhat first gave us value the minute we actually mapped our user data from our product, because what we could actually do was tie together the visibility that we were seeing just at a glance from customers”
Planhat first gave us value the minute we actually mapped our user data from our product, because what we could actually do was tie together the visibility that we were seeing just at a glance from customers, like “were we emailing them?” “what was the last touch on that account?” “what was the last time we interacted with them?”.
It also gave us value by allowing us to see where those expansion opportunities were. Previously, we had healthy accounts but we weren't seeing like the contractual like value of those accounts. And so what we were able to do is immediately spot the gaps, those white spacing moments.
And I think that was that game changer for us. We wanted something that could feel like a partnership and could feel like it would give us that longevity. And I think that's really what we found: we've been customers for about five years.
It's great: every year or every quarter, you start to think, okay, “what's the next step that we want to take?”
”How much further can we push some of the visibility, the granularity?” So Planhat has been a tool that's really grown with us.
“We wanted something that could feel like a partnership and could feel like it would give us that longevity. And I think that's really what we found: we've been customers for about five years. ”
Planhat first gave us value the minute we actually mapped our user data from our product, because what we could actually do was tie together the visibility that we were seeing just at a glance from customers, like “were we emailing them?” “what was the last touch on that account?” “what was the last time we interacted with them?”.
It also gave us value by allowing us to see where those expansion opportunities were. Previously, we had healthy accounts but we weren't seeing like the contractual like value of those accounts. And so what we were able to do is immediately spot the gaps, those white spacing moments.
And I think that was that game changer for us. We wanted something that could feel like a partnership and could feel like it would give us that longevity. And I think that's really what we found: we've been customers for about five years.
It's great: every year or every quarter, you start to think, okay, “what's the next step that we want to take?”
”How much further can we push some of the visibility, the granularity?” So Planhat has been a tool that's really grown with us.
“We wanted something that could feel like a partnership and could feel like it would give us that longevity. And I think that's really what we found: we've been customers for about five years. ”
Planhat first gave us value the minute we actually mapped our user data from our product, because what we could actually do was tie together the visibility that we were seeing just at a glance from customers, like “were we emailing them?” “what was the last touch on that account?” “what was the last time we interacted with them?”.
It also gave us value by allowing us to see where those expansion opportunities were. Previously, we had healthy accounts but we weren't seeing like the contractual like value of those accounts. And so what we were able to do is immediately spot the gaps, those white spacing moments.
And I think that was that game changer for us. We wanted something that could feel like a partnership and could feel like it would give us that longevity. And I think that's really what we found: we've been customers for about five years.
It's great: every year or every quarter, you start to think, okay, “what's the next step that we want to take?”
”How much further can we push some of the visibility, the granularity?” So Planhat has been a tool that's really grown with us.
“We wanted something that could feel like a partnership and could feel like it would give us that longevity. And I think that's really what we found: we've been customers for about five years. ”
We wanted something that could feel like a partnership and could feel like it would give us that longevity. And I think that's really what we found: we've been customers for about five years.
It's great: every year or every quarter, you start to think, okay, “what's the next step that we want to take?”
”How much further can we push some of the visibility, the granularity?” So Planhat has been a tool that's really grown with us.
We wanted something that could feel like a partnership and could feel like it would give us that longevity. And I think that's really what we found: we've been customers for about five years.
It's great: every year or every quarter, you start to think, okay, “what's the next step that we want to take?”
”How much further can we push some of the visibility, the granularity?” So Planhat has been a tool that's really grown with us.
We wanted something that could feel like a partnership and could feel like it would give us that longevity. And I think that's really what we found: we've been customers for about five years.
It's great: every year or every quarter, you start to think, okay, “what's the next step that we want to take?”
”How much further can we push some of the visibility, the granularity?” So Planhat has been a tool that's really grown with us.
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