While CRM platforms typically manage identified growth opportunities, such platforms generally are not configured to record project lifecycle ̶ such as onboarding, training ̶ or adverse ̶ such as customer sponsor departure, funding constraints ̶ events. Likewise, utilization, performance, and health alerts are too detailed to be tracked in CRM platforms. A CS platform is well suited to track and manage all customer-relevant events and alerts. The platform’s native task management capability supports mitigation activity to take these to their logical conclusion.
Vendor resources can use the same feature to share guidance and collaborate directly from the CS platform. Vendor management should configure CS technology solution to insert meaningful updates to the vendor resources’ daily communication platforms such as email and corporate chat interfaces. Besides project-specific updates, the platform can distribute daily or periodic tips and tricks techniques to vendor staff.
