About this template

Biotech Customer Success CRM Template helps teams deliver consistent client experiences. Track renewals, manage follow-ups, and surface at-risk accounts early. Dashboards highlight satisfaction trends so managers can intervene before churn happens.

What’s included

Boards

Accounts Board - This board is designed to manage all client accounts efficiently. It includes columns for detailed company information such as Name, Domain, Industry, Number of Employees, Headquarters Location, and Company Profile. The board_relation column for Contacts and the mirror column for Deals ensure that all interactions and transactions are easily accessible, helping Customer Success Managers to maintain a comprehensive view of each account and provide personalized service.
Leads Board - This board helps in tracking and managing leads from initial contact to conversion. It includes columns for Name, Status, and Last Interaction, allowing Customer Success Managers to monitor the progress of each lead. The Create a contact button streamlines the process of adding new contacts, while fields for Company, Title, Email, and Phone provide essential information for follow-ups. This ensures no lead falls through the cracks and facilitates a structured approach to lead nurturing.
Contacts Board - This board is essential for managing all client contacts. Columns for Name, Email, Phone, Title, and Company help maintain detailed profiles. The board_relation columns for Accounts and Deals, along with the mirror column for Deals Value, provide a clear view of each contact's involvement and transaction history. Status and Priority columns aid in prioritizing interactions, while the Comments column allows Customer Success Managers to keep detailed notes on each contact, ensuring personalized and informed communication.
Deals Board - This board focuses on managing and tracking all deals in the pipeline. It includes columns for Name, Stage, Owner, Deal Value, Expected Close Date, Close Probability, and Forecast Value, offering a comprehensive overview of each deal's status and potential revenue. The board_relation columns for Contacts and Accounts, along with the mirror column for Accounts, ensure that Customer Success Managers have all necessary information at their fingertips to close deals efficiently and accurately forecast outcomes.
Research Requests Board - This board is tailored to manage and track research requests, a critical aspect of the biotechnology industry. Columns for Name, Request Type, Priority, Due Date, Assigned To, and Status ensure that each request is clearly defined, prioritized, and assigned to the appropriate team member. The Notes column allows for detailed descriptions and updates, ensuring that all relevant information is captured and accessible, facilitating smooth and efficient handling of research requests.
Lab Results Board - This board is designed to manage and track lab results, which are vital in the biotechnology sector. Columns for Name, Sample ID, Test Type, Date Tested, Result, Technician, and Status ensure that all lab results are accurately recorded and easily accessible. This board helps Customer Success Managers keep track of test progress and results, ensuring timely communication with clients and facilitating data-driven decision-making.

Dashboards & Reports

Annual Target - Helps Customer Success Managers in biotechnology set and track annual revenue goals, ensuring alignment with long-term strategic objectives and identifying gaps early on.
Monthly Target - Allows for the monitoring of monthly progress towards revenue goals, enabling quick adjustments and focused efforts on meeting short-term targets.
Average Deal Value - Provides insights into the average value of closed deals, helping to assess the quality of customer engagements and optimize pricing strategies.
Active deals - Forecasted Revenue - Tracks current active deals and their potential revenue, aiding in revenue forecasting and resource allocation.
Deal status distribution - Visualizes the stages of all deals in the pipeline, enabling Customer Success Managers to identify bottlenecks and streamline the customer journey.
Actual Revenue by Month (Deals won) - Displays monthly revenue from won deals, helping to assess the effectiveness of customer success strategies and identify seasonal trends.
Pipeline conversion - Shows the conversion rates at different stages of the sales funnel, providing insights into areas needing improvement to enhance overall sales efficiency.
Activity tracker - Monitors all customer interactions and activities, ensuring timely follow-ups and maintaining high engagement levels.
Forecasted Revenue by month - Projects potential monthly revenue based on current deals, aiding in financial planning and performance forecasting.
Forecasted Revenue by Stage - Breaks down forecasted revenue by the stage of the deal, helping to understand where the most value is in the pipeline and focus efforts accordingly.
Deals Stages by Rep - Tracks the progress of deals managed by individual representatives, enabling performance assessments and targeted coaching.
Deal Progress based on Month Added - Analyzes the progress of deals added in each month, helping to identify trends and areas for process improvement.

Automations

When new email arrives → Notify item subscribers with a message - Ensures that Customer Success Managers are promptly informed of all incoming communications, allowing for rapid responses and maintaining high customer satisfaction.
When an email is opened → Notify item subscribers with a message - Alerts Customer Success Managers when a customer has engaged with an email, enabling timely follow-ups and enhancing customer engagement strategies.
When 'Create a contact' is clicked → Move the item to the Contacts board - Streamlines the process of adding new contacts, ensuring that all customer information is organized and easily accessible for future interactions.
When a lead is created → Set its status to 'New Lead' - Automatically categorizes new leads, helping Customer Success Managers prioritize and manage their pipeline efficiently.
When an activity/email is created in Emails & Activities → Update the 'Last interaction' date - Keeps the 'Last interaction' date up-to-date, ensuring accurate tracking of customer engagement and timely follow-ups.

Frequently asked questions

How can this template help me manage client interactions in the biotechnology industry?

This template provides a comprehensive view of all client interactions, including meetings, calls, and emails, allowing you to track communication history and follow up effectively.

What features does this CRM offer for tracking customer feedback in biotech?

The CRM includes dedicated columns and boards for logging customer feedback, categorizing it by type, and tracking resolution status to ensure client satisfaction and continuous improvement.

How can this CRM template assist with compliance management in biotechnology?

This template includes tools for documenting and tracking compliance-related activities, ensuring that all client interactions and data management adhere to industry regulations.

How can I track the progress of client onboarding with this CRM?

The CRM provides a structured onboarding workflow with steps and milestones, allowing you to monitor the progress of new clients and ensure a smooth onboarding process.

Can this CRM help in managing biotech product training sessions for clients?

Yes, the template includes features for scheduling, tracking attendance, and documenting outcomes of training sessions, helping you ensure that clients are well-informed about your products.

How does this CRM support customer success metrics in the biotech industry?

The CRM includes customizable dashboards and reports to track key customer success metrics such as client satisfaction scores, retention rates, and support response times.

What tools does this CRM offer for managing biotech client support tickets?

The template has a dedicated board for managing support tickets, allowing you to log issues, assign tasks, track resolution time, and ensure timely and effective client support.

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