Shiny Objects Don't Solve Problems: A Honest Look at CS Technology w/ Sally Stoewe

Sally from Customer Obsessing Consulting shares insights on why CS technology implementations fail despite good intentions and how teams can better prepare for new tools.• Every tech company uses between 57-110 tools, creating significant tech sprawl challenges• Project management capabilities are crucial but undervalued skills for CSMs handling customer journeys• Many organizations purchase tools without proper data readiness or team alignment• Implementation timelines and resource requirements are often underestimated during the buying process• Account hierarchy inconsistencies between CRM, CS platforms, and billing systems create major integration problems• Health scores can be misleading when definitions aren't aligned across teams• AI tools like ChatGPT can help CSMs work more efficiently with existing systems before investing in new platforms• CSPs should participate in defining use cases and personas before implementation begins• Involving individual contributors in tool selection creates better buy-in and practical solutions• Examining capabilities of existing tools often reveals untapped potential that solves immediate problemsStart with the tools you already have and fully understand their capabilities before purchasing new solutions. Involve your team in the process, and only invest in new technology when you're actually ready for implementation.Follow Sally on LinkedIn: https://www.linkedin.com/in/sallystoewe/Shoutouts:https://www.marijaskobepilley.com/podcasthttps://www.masterclass.com/🌐 Website https://www.joedoestechtouch.com/📰 Subscribe to the JDTT Newsletter –  Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw_______________________________Tools:Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W