This is a post in our “how Asana uses Asana” series! Our first post describes how Asana’s Marketing Team uses Asana.
How Asana’s Customer Success Team Uses Asana
Asana’s Customer Success team is organized into four sub-teams, including the Scaled team, which creates scalable customer resources like newsletters, webinars, and this online Community .
Three ways we use Asana:
A) Our Customer Success team and sub-teams stay on the same page by creating Roadmaps and launch plans in Asana including individual project roadmaps and master team roadmaps that include objectives and reference timelines.
B) Our Customer Success team keeps things organized by keeping a list of reference projects or a “project portfolio” where we can easily identify where to find the projects each person/group is working on. We also tend to keep high level objectives at the top of these (and other) projects.
C) Our Customer Success team also has a reference task and/or outreach task for each of our Customers. Each reference task includes high level information about the customer and the task is owned by the CSM. In addition to keeping these tasks as reference, we often create a sequence of outreach steps as subtasks. While we have transitioned much of our customer information over to Salesforce, we do keep these tasks as reference and they help keep us accountable.
Let us know if you have any questions