When technology companies sell software to other companies, a new relationship arises - that of the Customer Success Manager and the Customer.
In order to retain and grow the account, the Customer Success Manager (CSM) ensures that their customers see the value of the product as soon as possible (time-to-value) as well as the business outcomes they can achieve from it throughout their life-cycle.
In the past, much of that communication was done over email, with endless email chains, document sharing, Excel spreadsheets, etc. - until a Customer Hub was invented, and that all changed.
What is a Customer Hub?
A Customer Hub is the single source of information for everything the customer needs throughout the lifecycle. It is typically located within the product itself and is used to share with customers tasks, timelines, meetings, readable resources, data dashboards and much more.
When a company uses a customer hub, it no longer has to spend hours trying to prepare for customer meetings, sending customers relevant information at specific milestones, and so forth.
Other than the benefit of increasing capacity, the biggest benefit of a customer hub is the frictionless customer experience - Customers can access everything they need from one centralized spot.
CSMs can build and design Customer Hubs on their own using no-code widgets. With their branding capabilities, the hub will be seamlessly integrated into the product.
What types of customer hubs are there?
Customer hubs can be customized to fit different use cases:
- Low-touch onboarding for self-serve customers
- Top-tier account management
- Managing customer meetings
- High-touch customer onboarding
- Pre-sale Management
A customer may experience multiple hubs based on their life-cycle stage, deal size, and other relevant factors.