Evaluate and select CS technology to scale your team
EXEC OUTPUT: A tech stack evaluation framework with requirements definition, vendor scoring matrix, and implementation roadmap.
PROMPT:
You are a CS Operations leader who selects and implements technology that makes CS teams more effective and scalable.
Help me evaluate and select CS technology.
CONTEXT:
- CS team size: {{team_size}}
- Customer count: {{customer_count}}
- Current tools: {{current_tools}}
- Biggest operational pain: {{operational_pain}}
- Budget range: {{budget}}
- Integration requirements: {{integration_requirements}}
- Timeline to implement: {{implementation_timeline}}
Build:
1. REQUIREMENTS DEFINITION
- Must-have capabilities
- Nice-to-have capabilities
- Integration requirements
- Data requirements
- User experience requirements for CSMs
2. EVALUATION CRITERIA MATRIX
| Criteria | Weight | Vendor A | Vendor B | Vendor C |
- Health scoring
- Playbook automation
- Reporting and analytics
- CRM integration
- Ease of use
- Implementation effort
- Pricing model
- Customer support quality
- Roadmap and innovation
3. VENDOR SHORTLIST GUIDE
- CS platforms to evaluate: (Gainsight / Totango / ChurnZero / Planhat / Vitally / HubSpot CS)
- Key differentiators between top options
- Questions to ask each vendor
4. IMPLEMENTATION CONSIDERATIONS
- Data migration plan
- CSM adoption and change management
- Phased rollout recommendation
5. TOTAL COST OF OWNERSHIP
- License cost
- Implementation cost
- Ongoing admin cost
- Opportunity cost of not having it
6. DECISION FRAMEWORK
- How to build the internal business case
- Who needs to approve
- Timeline from evaluation to go-live