Hidden Pitfalls of CS Platform Implementations w/ Marley Wagner, EverHealth

Episode notes

Marlee Wagner, Head of Customer Success Programs & Strategy at EverHealth, shares a cautionary tale about a failed CS platform implementation due to overlooked data infrastructure incompatibilities, and provides crucial advice for evaluating customer success platforms. • Carefully examine your data infrastructure compatibility when evaluating new platforms • Involve RevOps early in platform evaluations to avoid technical mismatches • Consider three critical data aspects: validity, access, and infrastructure compatibility • Consult with marketing teams who have previously integrated with your CRM • Include the future platform administrators in the decision-making process • Hire administrative talent before finalizing platform selection when possible • Start with small pilot programs when implementing new processes • Build relationships with cross-functional teams to ensure alignment Follow Marley on LinkedIn: Website