u/Live-Brother-8700

Hello everyone! I work at a B2B software company. 
Our company collects customer information from sales calls, support tickets, surveys, CSM notes and product data. So we have lots of info but it is not stored in 1 place because it is collected by different teams who own different tools.
When CSM needs customer intelligence to understand account’s health, risks and needs, a couple of people need to go through different files. Additionally, we usually find “the loudest” opinions, not the common problems. Because of this, sometimes we react to individual complaints instead of identifying patterns early and taking proactive action.
In your experience, how does the Customer Success team collect and organize customer intelligence? Who is responsible for the process in companies?

Hello everyone. I work in a marketing department at B2B company that has almost 180 employees.

Our mainly focus on mid-market customers, but our content team has only 3 employees. Our leadership wants us to publish 2-3 new customer stories every quarter.
My boss thinks that writing a case study is very simple. We have a happy customer, we have a short interview, we gain positive feedback, write 2-3 paragraphs about it and that’s all.
However, it is not that simple. First of all, there are many customers who refuse to give us interviews. Legal teams delay approval. Even if the customer agrees, scheduling an interview and getting an approval might take some weeks.
Our team gets blamed for working slowly. Did any of you use a case study software? Did it help you reduce your time and make processes faster?

Hi there. I work at a B2B software company with 180 employees. We have 15 marketing specialists and we support 25 sales reps.
Our sales team regularly asks for customer evidence like testimonials, case studies, examples from some specific industries. But they usually ask that 5 mins before an important prospect call. We have many customer stories that are not collected in one place. We have them on Slack, Google Drive, some presentations, Sheets, Hubspot, etc. Additionally, sales team usually creates its own presentations and they sometimes use different numbers for the same customer.
Our leadership thinks that marketing should organize everything, but Sales and CS send us new information only if we follow them up a couple of times.
How does your company collect and store customer evidence? 

Hi there. I work at a SaaS company that has ~180 employees, 7 of which are from CS team. A few days ago our leadership asked us to create one standard customer health score, but each of us has a different understanding of what “healthy” means.
The product team thinks it is about feature adoption, support focuses on ticket numbers and CSMs look at meeting attendance and how positive the customer sounds during calls.
We can not go on this way, because many tasks are marked as completed just by adjust the customer health scores based on personal judgment.
Could u pls share some customer health score examples that worked for your team?