How to Centralize Data and Enhance the Customer Journey in SaaS

Stefan Trbojevic

Head of Client Success



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In a recent podcast episode hosted by Adil Saleh and Taylor Kenerson, Stefan Trbojevic, the Head of Client Success at Tokeet, delved deep into the intricacies of scaling customer success models. The conversation emphasized the need for businesses to not just focus on their current clientele but to also prepare for potential customers. For GTM teams, understanding this forward-thinking approach is crucial. It’s not just about managing the present but also about anticipating the future.


Stefan Trbojevic highlights the importance of centralizing and streamlining data for actionable insights. He underscores the challenges of scaling customer success models and discusses the journey from sales to onboarding.

About Tokeet

Tokeet is a dedicated platform tailored for multiple rental owners. Recognizing the unique challenges faced by owners with more than one rental, Tokeet offers solutions designed to streamline operations and enhance the guest experience. Their suite of products is crafted with the specific needs of these owners in mind, ensuring that they not only save time but also elevate the overall guest journey.

How Crucial is a Scalable Model for Customer Success

Businesses need to think beyond their existing customers. It’s about having everything in place for potential clients. As Stefan points out, it’s essential to set things up in bits and pieces and then scale. As Stefan said,

Okay, I was just trying to… I’m thinking of a scalable model, because, of course, you’re not thinking just about these 3000 customers, you’re thinking about the customer that you have not yet untapped.

Scalability is not just an advantage; it’s a necessity. Stefan’s emphasis on thinking beyond the current clientele underscores the importance of forward-thinking. Companies need to anticipate growth and be prepared to handle an influx of new customers. This proactive approach ensures that as the business grows, the quality of service remains consistent. Moreover, a scalable model allows businesses to adapt to changing market conditions, ensuring they remain competitive and relevant.

Why is Centralizing and Streamlining Data Essential

Data, when centralized and streamlined, provides actionable insights. It helps in identifying expansion opportunities and potential risks. As Stefan suggests, it’s not humanly possible for a single account manager to handle thousands of clients. A centralized system aids in this process.

As Stefan said,

So it depends, like you said, it depends case to case… that can not only centralize streamlines but also gives the data at the right time. So people can take action and see the expansion opportunities, even see risks.

Data is the lifeblood of modern businesses. Centralizing and streamlining data not only optimizes operations but also provides a clearer picture of business health. Stefan’s insights highlight the importance of having a system that offers data at the right time. Timely data allows teams to identify opportunities, mitigate risks, and make informed decisions. Furthermore, with the increasing complexity of customer interactions, a centralized data system ensures that all departments, from sales to customer success, have a unified view of the customer, leading to more personalized and effective engagements.

The Role of Tools like Amplitude, Segment, and Mixpanel

Stefan’s preference for tools like Amplitude over others like Segment and Mixpanel indicates the importance of picking the right tools for tracking the customer journey. These tools provide insights that can be crucial for small startups. As Stefan said,

And I love that you’re using amplitude instead, segment, and Mixpanel to get a lot of, you know, small startups…

The digital age has brought forth a plethora of tools designed to track and analyze customer journeys. Stefan’s preference for Amplitude over others like Segment and Mixpanel sheds light on the significance of choosing tools that align with business needs. These tools, when used effectively, can provide granular insights into customer behavior, preferences, and pain points. For startups, in particular, understanding these nuances can be the difference between success and failure. It’s essential to invest in tools that offer actionable insights, enabling businesses to refine their strategies and offer value to their customers.

Understanding the Customer Journey from Sales to Onboarding

The transition from sales to onboarding is a critical juncture in the customer journey. It sets the tone for the entire relationship. Stefan’s query about the process indicates the importance of a seamless handover. Whether it’s through a kickoff call, automated processes, or dedicated personnel for enterprise customers, the onboarding phase needs to be smooth and efficient. A positive onboarding experience can lead to increased customer loyalty, reduced churn, and higher lifetime value. Businesses need to invest time and resources to ensure that this phase is executed flawlessly, laying the foundation for a fruitful relationship. As Stefan said,

Like, could you tell us more about how the journey starts, like from, let’s say, handed over from the sales team… Is that sort of a kickoff call that your onboarding manager or your account manager does?

Key Takeaways

  • Scalability in customer success models is paramount.
  • Centralizing and streamlining data can provide actionable insights.
  • The right tools can make a significant difference in tracking the customer journey.
  • The transition from sales to onboarding is a critical phase that requires attention.


The insights shared by Stefan Trbojevic emphasize the need for businesses, especially GTM teams, to think ahead. It’s not just about catering to the current clientele but also about preparing for potential customers. With the right strategies, tools, and focus on critical transition phases like sales to onboarding, businesses can ensure they are always a step ahead.

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