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Customer Success

This repository contains tasks and requests for Customer Success and the Cal-ITP CRM, Hubspot. Customer Success is a Cal-ITP function that provides transit agencies with the resources and technical assistance they need to take advantage of Cal-ITP's various services. Typically, this is done through proactive outreach (campaigns) with customers and reactive customer support (support tickets). The CRM is a crucial tool managed and maintained by the Customer Success team. The CRM ensures that the Cal-ITP team has a reliable database of contact information, communication history, workflows, shared inboxes, reports, and more.

About the Repo

This repo aims to track all tasks related to Customer Success. You can find all form templates below to create a new issue. Each issue is assigned an OKR that is tracked in our projects tab to ensure the work being performed by the Customer Success team is in line with the broader goals and mission.

Template Form Description
Feature Request Form Add new features for the CRM.
New User Request Form Request CRM access for a new user.
Property Request Form Request a new property in the CRM.
Question Request Form Ask a general question about the CRM.
Reporting Request Form Request a new CRM metric and or report.
Deals Pipeline Request Form Request a new deals pipeline in the CRM.
CRM Record Update Form Request a record update to the CRM (Use Internal Support Pipeline)
Cohort request form Request a transit agency be added to the cohort list
Outreach Campaign Request Form Request the Customer Success team conduct an outreach campaign on a specific subject matter
Batch Email Request Form Request the Customer Success team to send out a batch email to transit agencies or vendors

Resources

Customer Success Resources

Customer Success Philosophy

Account Manager One-Pager

Customer Success Documentation Catalog

Menu of Services

CRM Resources

CRM Guide

Hubspot 101 Slidedeck