Customer Success Teams + CRM

How customer success teams use a CRM

Gain visibility into notes and conversations throughout the sales process so you know your customers’ expectations and goals.

Top CRM features for customer success teams

Project Management

Create stages for deliverables to ensure customers’ expectations are met.

Customizable platform

Customize project delivery stages to meet the exact needs of your org.

Validation Rules

Ensure data is collected properly to inform effective follow-up post sale.

Opportunity Management

Get all the details from every opportunity to understand the customer journey.


See what’s happening in real-time with every customer.


Set up reports specific to the clients or projects for improved cross-team communication.


Benefits of Insightly CRM for customer success teams


  • Built-in project management features to manage deals post-sale
  • Easy integrations to customer service tools (bonus: choose Insightly Service)
  • Get access to the single source of truth for the business
  • Follow one deal or all deals through the pipeline with reports
  • Customization means that the service team sees the exact information it needs
  • No need to hire pricey developers to create service-specific reports
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Delivering on projects with Insightly CRM

“We’ve tripled our revenue without adding staff.”

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Frequently Asked Questions

How does a customer success team member use a CRM every day?

The CRM is the single source of truth for a business and is the central repository of all data. Customer success managers can log into the CRM and get a full picture of the journey a customer has had by searching them on an individual basis. Understanding the initial needs that a customer expressed and why they chose your solution helps a CSM ensure they are delivering on promises. When teams share information in this way, they are better aligned and improve the output.

How does using the full Insightly platform help customer success teams?

The Insightly platform, which includes Insightly CRM, Insightly Marketing, Insightly Service, and AppConnect, shares data. This means that users of Insightly CRM can see select information from the other apps. For example, if a customer success team member is looking to understand what happened during a sales call for their customer, they could see notes from the calls for that customer.

How is communication and collaboration improved for a customer success team member by a CRM?

Some businesses adopt the mantra that “if it isn’t in the CRM, it didn’t happen.” This means that they treat the CRM as the main source of information for the business. For CSMs with CRM access, this means that they always have access to data about every customer relationship for the business.

How customer success teams use a CRM

In the realm of customer success, building and maintaining strong relationships with clients is paramount. A CRM system is an indispensable tool for a customer success team, providing the means to effectively manage interactions, monitor customer satisfaction, and ensure the long-term success of client relationships. In this article, we will explore how a customer success team leverages a CRM to enhance customer experiences, optimize workflows, and ultimately drive customer retention and growth.

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One of the primary functions of a CRM for a customer success team is to centralize customer data. By consolidating information on customer interactions, preferences, and support history, the CRM enables customer success managers to gain a comprehensive understanding of each client’s journey. This holistic view is instrumental in tailoring support and engagement strategies to meet the unique needs and expectations of individual customers.

A CRM is an invaluable tool for tracking and managing customer onboarding. The onboarding process is a critical phase where customers familiarize themselves with a product or service, and a smooth transition is essential for fostering a positive initial experience. Customer success teams can use the CRM to monitor the progress of onboarding tasks, identify potential roadblocks, and ensure that customers receive the necessary support and resources to achieve successful onboarding.

Customer segmentation is another key aspect of a customer success team’s strategy, and a CRM provides the tools needed to categorize clients based on various factors such as usage patterns, feedback, and engagement levels. This segmentation allows customer success managers to tailor their approach, providing personalized support and resources to different customer segments. By understanding the unique challenges and goals of each group, the customer success team can proactively address issues, offer relevant guidance, and ultimately enhance overall customer satisfaction.

Automation features within a CRM are pivotal for a customer success team seeking to scale their efforts while maintaining a high level of personalization. Automated communication workflows can be set up to send targeted emails, surveys, or product updates based on customer behaviors or milestones. This not only saves time for the customer success team but also ensures that clients receive timely and relevant information, fostering a sense of engagement and value.

Tracking customer health is a crucial metric for a customer success team, and a CRM provides the means to monitor key indicators such as usage patterns, support ticket history, and customer feedback. By analyzing this data, customer success managers can identify at-risk customers, intervene proactively, and implement strategies to improve overall customer satisfaction. This proactive approach is essential for mitigating churn and maximizing customer retention.

Customer success teams can use the reporting and analytics features of a CRM to assess the impact of their efforts on key performance indicators (KPIs). These metrics may include customer satisfaction scores, Net Promoter Score (NPS), and customer lifetime value. By analyzing these metrics, customer success managers can refine their strategies, identify areas for improvement, and demonstrate the value of their efforts to stakeholders within the organization.

In conclusion, a customer success team’s utilization of a CRM is instrumental in fostering strong, long-lasting relationships with clients. By centralizing customer data, optimizing onboarding processes, leveraging segmentation, automating communication, monitoring customer health, and analyzing key metrics, the customer success team can enhance customer experiences, reduce churn, and drive overall customer satisfaction and growth. The CRM becomes an indispensable ally in the pursuit of customer success, providing the tools and insights needed to navigate the complexities of the customer journey and ensure that clients achieve their goals with the utmost satisfaction.