FullStory's Proactive Customer Care Doc

A relationship tracker to keep clients loving your services.

About this doc

FullStory doesn’t have Customer Success. FullStory has Huggers. Huggers straddle the line between Support, Enterprise Customer Success, and Product Management. When large enterprise customers come on at FullStory, it is of paramount importance those customers are able to quickly see their company, department, and team KPIs through a lens of FullStory and begin executing initiatives almost immediately.

This template was born out of a need and desire for all of our Huggers in Proactive Care to collaborate and have each other’s back when it comes to driving Success Outcomes within our large enterprise accounts. The visibility this CRM enables allows each Hugger in Proactive Care at FullStory to know exactly what’s going on with all of our different customers. Even the customers that don’t belong explicitly to you. This is collaborative Customer Success and Proactive Product Enablement.

When FullStory set out to adopt a platform that checked all our needed boxes, there just wasn’t something on the market that was flexible enough for us: Coda allowed us to build our own!

Key features

About the Maker

Lane Greer

Lane is an innovative thinker, strategist, and puzzle solver. He takes risks when the potential payoff justifies those risks, and analyzes everything, always seeking to optimize the efficiency of his given workflows and responsibilities. Learn more about Lane at: www.lanewgreer.com

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