Supercharging Your Tech Stack: The Relationship Between Your Customer Success Platform and CRM

This is the first in the blog series “Supercharging your Tech Stack with Totango”. In this series, we will discuss a different integration that Totango offers to help harness the powers of all of your technology platforms into one dynamic customer success platform to improve your team’s efficiency and take your customer success to the next level.

There’s no denying the power of good customer relationship management (CRM) software. From storing contacts and opportunities to managing relationships and interactions, your CRM is a critical component of your business operations. But are you utilizing your CRM to its fullest potential? 

While a CRM provides a great view of your sales cycle, it doesn’t provide a holistic view of the entire customer relationship. With a CRM, you can’t see the full picture of a customer’s health including important signals like the customer’s usage or sentiment of the product. You also aren’t able to orchestrate activity and engagement workflows across teams within a CRM system.

A customer success platform, however, is able to give you a more complete view of your customer by collecting information from multiple data points across your organization and storing them all in one central location. It allows you to combine the information from several disparate systems in order to see a clear visual of your data, understand what your customers are facing and how they are using your product in response, and then take action on that information immediately.

When you combine your CRM with a Customer Success platform, you are able to dynamically track all of your customer interactions and touchpoints over time to create a living, breathing tool that updates continuously as new information is collected and fed into it from other systems across your company. Having all of this data in one place allows you to easily access and share that crucial information with others within the organization to create a consistent journey for your customers.

The insights your team can learn from the combination of these tools allow them to be more proactive and less reactive when it comes to customer success. Your team will gain an improved understanding of crucial components of customer health, such as satisfaction levels, product usage, and engagement. By analyzing this information, they will be able to better predict factors that may cause a customer to cancel, so they can get ahead of any issues, help minimize churn and increase retention rates. 

Integrate with Totango – #1 Customer Success Platform

With Totango, you are able to quickly and easily integrate and supercharge your CRM platform so you can begin improving your company’s customer success rate as soon as possible. Check out how Totango integrates with some of the most popular CRM platforms on the market below. 

Salesforce

Salesforce provides companies with an interface for recording customer data, sales activity and task management, as well as a system for automatically routing and escalating important events. Totango allows you to take Salesforce to the next level by providing you with a holistic view of customer health and equipping you with tools like customized dashboards that allow you to analyze your Salesforce data in combination with other key customer metrics from other data platforms. You are not only able to see what is going on, but you can take action immediately and within the same platform.  

Learn How to Connect to Salesforce

HubSpot CRM

HubSpot CRM is an inbound marketing and sales software that helps companies attract visitors, convert leads, and close deals. Totango’s HubSpot Integration allows you to take the signals that HubSpot provides – like lead source and form fill information – and combine them with data and signals received from other platforms to deliver the most relevant and precise communications to your customer without having to jump between platforms. 

Learn How to Connect to HubSpot

MS Dynamics

MS Dynamics is a set of intelligent business applications, including sales, marketing, service, operations, and commerce, that helps companies deliver results through predictive, AI-driven insights. When you integrate MS Dynamics with Totango, you can gain greater insight into the health of your customers and improve how you interact and do business with them. With this integration, you can sync custom objects so you can customize both MS Dynamics and Totango to report on those things that are unique to your business, write back to MS Dynamics from Totango in real-time so your sales team doesn’t miss important notifications, and much more. 

Learn How to Connect to MS Dynamics

Need a Custom Integration Between Your CRM and Customer Success Platform? 

While these are three of Totango’s most popular CRM integrations, they are certainly not the only ones. Totango’s dynamic system is also able to integrate with a number of smaller CRM platforms using Zapier and/or Segment and we are constantly adding new integrations to our growing list of CRM technology connectors as well as marketing, product, and support tech stacks.