Sally from Customer Obsessing Consulting shares insights on why CS technology implementations fail despite good intentions and how teams can better prepare for new tools.

• Every tech company uses between 57-110 tools, creating significant tech sprawl challenges
• Project management capabilities are crucial but undervalued skills for CSMs handling customer journeys
• Many organizations purchase tools without proper data readiness or team alignment
• Implementation timelines and resource requirements are often underestimated during the buying process
• Account hierarchy inconsistencies between CRM, CS platforms, and billing systems create major integration problems
• Health scores can be misleading when definitions aren't aligned across teams
• AI tools like ChatGPT can help CSMs work more efficiently with existing systems before investing in new platforms
• CSPs should participate in defining use cases and personas before implementation begins
• Involving individual contributors in tool selection creates better buy-in and practical solutions
• Examining capabilities of existing tools often reveals untapped potential that solves immediate problems

Start with the tools you already have and fully understand their capabilities before purchasing new solutions. Involve your team in the process, and only invest in new technology when you're actually ready for implementation.

Follow Sally on LinkedIn: https://www.linkedin.com/in/sallystoewe/

Shoutouts:

https://www.marijaskobepilley.com/podcast

https://www.masterclass.com/

🌐 Website
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