Customer success pipeline stages for Financial services

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hey everyone in this video we're going to be digging into hubspot's brand new customer success workspace I'll be showing you my setup for running customer success in HubSpot and how the new customer success workspace fits in with that and what we're expecting to see coming next we'll split this video up into three parts firstly what has been released with a new customer success workspace in HubSpot secondly how that fits in with the bigger customer platform narrative that hsot has been touting and finally what else you might want to implement for running custom success in HubSpot and how that fits with the new customer success workspace as usual you'll find the time stamps for all of those things in the video description down below so you can jump around and go to the things that you want if you'd like and before we get started I just want to let you know that arrows has been named hubspot's top app for customer service in 2024 we'll talk more about how you can add arrows customer facing collaboration to HubSpot pipelines in this video but if you want to check that out I put the link to find arrows in the description and in the pin comment down below okay let's get into this HubSpot customer success workspace at arrows we've been documenting and sharing our playbook for running customer success in HubSpot for the last couple of years so we're really excited to see HubSpot starting to build explicit tooling for postale teams with their new customer success workpace which is now in public beta so that's what we're going to do now we're going to run through the customer success workspace what's been released and where it fits with the other things that we're already implementing for customer success so in this workspace this gives you a really dedicated overview space for your customer success team to run that post sale process so over here on the left hand side we have tasks we have our schedule which is really nice we can sync our calendar in here and then we have some filtered views of company records importantly companies are the record type that HubSpot is pulling in to the customer success workspace we have companies that are owned by me recently assigned to me and companies that are renewing in the next 90 days and that's using a renewal property which you are specifying in the setup of the workspace we going have some more tasks and some reporting here as well which just allows you to select which reports you want to display in this view this really is a container for all the different elements that your team is going to want to pull in to one space for when they're working through their day-to-day tasks so if we click into one of these categories we're going to look at our deals renewing in the next 9 days and that's going to take us over to the portfolio T which is essentially a filtered list of the companies based on specific criteria so we have three that are shown in the summary page but then we can also go and create our own shared views using our own properties our own filtering whatever we might want to display here to meet our needs one thing that is really important to note is that there are specific properties which HubSpot is including in these default views which cannot be changed there's a couple of new ones here as well which is interesting there CSM sentiment is a new one uh maybe indicative of some health scoring features that are going to be coming really soon renewal date is one that we picked but then total revenue is just the rollup of all the closed One deals for a particular company so we can do some basic filtering here we can't change the columns which are displayed in the default views but if we need other things we can use the shared views or we can create a view that is private um or available to everybody to get more customization we also have pipeline and this is really helpful for postale process we talk about this a lot especially from Arrow perspective running onboarding implementation in a ticket pipeline or in a deal pipeline really allows you to Define your process and then see the progress of customers through that process so you might have a ticket pipeline for onboarding for example I can also look at deal pipelines uh we have one here for renewals so you can get a really quick view into what's happening in each of the stages of the customer life cycle that you might be responsible for I mentioned earlier that you can connect your calendar so you can also see a schedule view which shows all your tasks all your meetings with any of your assigned conts and it's a really nice way to get an overview of the work that is on your plate at any one time so there's also this feed which will just show all the activities so you can filter down to everything that's happening with your accounts if you want to get a quick picture of what people are doing the your spots so why is this such a big deal well HubSpot has been talking about the connected customer platform since inbound 2022 but this is the first move that they've made from a product perspective that explicitly targets proactive customer success use cases inside of service Hub which has historically been known as a reactive support and ticketing solution we're expecting to see much more specific customer success functionality such as health scoring product data integration that make it much easier to manage the customer Journey beyond the point of initial sale and bring more of your go to market teams into the HubSpot customer platform in a way that gives them access to all of the data across the customer Journey so they can make much more informed much more proactive and much more engaging interactions with customers that ultimately drive more growth more attention and keep everything and everyone in one place so let's go into the other things that you might want to be implementing for customer success because as we mentioned this customer success workspace release is really just the start it's just a container for all the other processes you have running in your HubSpot account what else do you need to implement when a deal moves to closed one in your sales pipeline you might want to automate and operationalize your handoff process to ensure a smooth transition into onboarding so you can do that in a workflow we can create a renewal deal we can create a ticket for customer onboarding send notifications to our team with Automation in HubSpot we could also use a ticket pipeline for our onboarding process you can see here we're defining the process in stages we're also attaching arrows collaborative action plans to each record which allows customers to take action directly submit forms sign documents upload files everything that you might need to run a engaging onboarding process and get all of your data back inside of HubSpot which you can then report on using hubspot's own reporting tools for things like onboarding by status onboarding by Health onboarding by rep all that kind of stuff and then as I mentioned earlier this is going to be coming in service Hub pretty soon but you can also run Health scoring in HubSpot using all of the data that you have in the customer platform across the journey so this is some custom Health scoring using properties but there is going to be native Health scoring coming in HubSpot service Hub as well of course if you're in a recurring Revenue business you need to manage those renewals hopefully encourage UPS sales and expansion Revenue over time and you can do that in a separate deal pipeline for renewals we're using deal tags here to call out different types of Revenue we have videos on how to settle this up as well having the entire customer journey in HubSpot makes it much much easier to report on trigger playbooks make sure that everybody has visibility into what is happening with an account at all times and that's it that was a first look at the brand new customer success workspace in HubSpot we're expecting to see many more dedicated customer success features rolling out very soon in service Hub and they're going to extend the customer platform so we'll certainly be watching this space and while you're here if you want to learn more about how to run onboarding and postale customer success in HubSpot and Implement some of the things that we showed in this video you'll find all of our tactical walkthroughs in these videos down below so thank you so much for watching and I'll see you in the next