How Asana's Customer Success Team uses Asana

Here at Asana, we use the Asana product to manage our work, all day every day. We’re working creatively with Asana to manage our workflows, just like you are!

That said, I wanted to share some insights into how the CS team at Asana uses Asana and also get to know some of your own CS team’s workflows in the comments below! :arrow_down:

How does your Customer Success team use Asana?

We would love to hear how you use Asana in your Customer Success team!

How does Asana’s Customer Success Team use Asana?

At Asana, as our CS team works with many different functions, clients and locations, it’s crucial to have a solid understanding of who should be doing what and by when.

This is where Asana comes into play. Not only do our Customer Success team spend their days onboarding users in Asana and connecting them with best practices , they do it using Asana too! :sparkles:

From :telephone_receiver: client calls planning, to :memo: creating resources, :handshake: account management and :speaking_head: logging customer feedback it’s all carried out in Asana. Here are some of our CS team’s favourite features that help them guide you towards success!

  • EMEA Channel CSM, @Holly_Melrose, uses Portfolios to track programmatic development: “Each initiative has its own project where we enter the key milestones and action items for each project. I like to use the list view (I don’t get on with boards!) and have sections for To Be Completed, In Progress and Completed. I use due dates and My Tasks to keep up to date on what needs to be done.”

    Holly also can’t live without My Tasks. She says “it’s my source of truth! I use a prioritisation matrix to ensure im focussing on the right things each day (do, delay, delete, delegate).”

  • Customer Training Specialist, @Cliona_Dowling, says templates are her favourite Asana feature. "I couldn’t live without Templates in Asana because these allow me (and our team) to be aligned with how we’re structuring our customer Account Plans. It means that we can collectively implement the best resources and structure for all of our customers and it also allows us to keep the process consistent so that we’re not doing too much work-about-work.

    Templates also mean that I’m automatically assigned the work I need to support with when helping with an online event such as a Deep Dive Webinar or an Asana World Tour. These tasks hold me accountable and act as a communication path for syncing with the likes of our Community Team who host these."

  • Strategic CSM, @Sarahann_Monks, says her team relies on Form submissions to manage their requests. "We store any incoming requests for our team in our EMEA CS Inbox project. A classic example: As soon as a client signs a contract with us, Sales will fill out our Form. We use this Form to ensure we have all the right information to assign the correct Onboarding Team to the customer and save time by not having to go back and forth for missing information. As soon as the Form is filled out it will create a Task within our project and will move through the different stages."

:rotating_light: Before you go, have you seen the Asana in Practice video on account management? Be sure to check this out if you want to be in the know with the best practices and tips for account management!

:thinking: Do you use any of the same workflows that our CS team uses here at Asana? What features do you use the most on your team? Our Community wants to know! :speech_balloon: