My customer success team is jealous of all the success and additional insight the sales team is getting into their leads. They want to be able to get the same insight into the behaviors of our customers so they can provide even more personalized service.
So my question is- what practices do you guys use to peer into customer activity and respond to them in a very passive way?
Marketo Sales Insight--lets you see all of their web activity and if they respond to emails and links that were went to them through marketo. This allows you to gauge if they have more interest in another product.
We also use Marketo for our operational/transactional emails, which has a few challenges, but provides a great deal of insight into customer behavior and performance.
Do you use Salesforce or Sales Insight? What we do is we have triggers for our current clients as we do for new prospective leads. We just train out client sales reps to look at the contact level to see what has been happening with the client, the same way a new business sales rep would look at the lead record.
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