Aeion CRM for Customer Success
Customer success runs on data the CRM normally doesn't see — product usage, support ticket history, payment status. Aeion's same-database integration with helpdesk + commerce + payments means CSMs see the full picture in one CRM view. Built-in churn risk scoring flags at-risk customers from real support and billing signals BEFORE they cancel; the same pipeline engine that runs new-business deals can be configured into a dedicated renewal pipeline with its own stages and target durations.
The Customer Success Operating Model
Modern CS runs on five activities:
Health Score — Signal-Based Churn Risk
Every contact carries a 0-100 churn risk score, built from real signals as they happen rather than a number a CSM has to maintain by hand.
Renewal Pipeline
Aeion's pipeline engine is generic — any pipeline is a named set of stages, each with a probability, a color, and an optional "rotting" threshold in days that flags a deal stuck too long in one stage. A renewal pipeline is a configuration of that same engine, not a separate product: build stages for the renewal motion — health review, renewal quote prepared, negotiation, verbal renewal, renewed, churned — and set a target duration per stage so a stalled renewal shows up on the rotting-deals view.
Same-Database Integration with Helpdesk + Commerce
The CSM's most valuable view: "everything we know about this customer" — pipeline deals, support tickets, payment status, product usage, recent communications.
Save-the-Account Flow
When a contact's churn risk score crosses the high-risk threshold, Aeion auto-creates an urgent task for the account owner and emits a crm.churn_risk.escalated event — wire that event to Connect (Slack) or Notifications to get the right people alerted immediately, including a rollup to a leadership channel.
Expansion Identification
Existing customers are the highest-conversion-rate sales opportunity, and the same generic building blocks that track churn risk work in reverse for expansion — but today that means you build the view; there's no dedicated expansion-scoring engine or automatic "expansion opportunities" tab yet.
FAQ
Different in most companies; both use the same Aeion CRM with different role-based views. Sales lives in "new business" + "upsell" pipelines; CS lives in "renewal" pipeline + customer-360 views.
Yes — turning support and billing signals into a single risk score with logged contributing factors means CSMs spend their time on the accounts most likely to churn instead of guessing from a spreadsheet. The value grows as you wire more signal sources into the risk-escalation event over time.
Via Singularity. Product usage events flow into Aeion as timeline activity and feed the health score as a signal. For higher-fidelity integration, send raw events via webhook to the CRM module.
Aeion's Forms module handles NPS surveys natively; responses land on the contact's timeline and feed the health score. For specialized survey tools (Delighted, AskNicely), use Singularity to import responses.
Yes — an account can have multiple assigned CSMs. Round-robin assignment for new accounts; manual assignment for strategic accounts.
Aeion's Helpdesk module includes a customer portal. CRM doesn't expose customer-facing UI directly; the CSM-facing data stays internal.
Contacts have a `customFields` field for exactly this kind of tenant-specific data — track exec sponsor role and side (yours or theirs) on the sponsor's own contact record, linked to the company. There isn't a dedicated "sponsor" field or an automated escalation playbook that reads it today.