We currently use Asana as a CRM on the Customer Success side. For us, we have each customer as a task in a central project, and then the customer is also adding into the project for the program that they are a part of.
From there, the central project has fields for the core information we track along the customer journey including:
- Key contact & contact email
- Success stage
- Outreach touchpoints
- Plan size
- Industry
- Geo
- Sales status
- etc…
The assignee on each task is the CSM who manages the account.
Once the contact is created, the assigned CSM will capture details about their touchpoints (calls, feature requests, working sessions) in subtasks on the parent task, and we communicate any issues, concerns or celebrations as comments on the parent task so other team members can follow certain customer tasks to get updates.
Happy to share more details if you think a set up like this might make sense for your team.