"I was really looking to achieve an experience that was elegant. I'm a big believer in that," said Eleanor O’Neil, regarding her decision to create a customer success forecasting system. Eleanor is the Chief Customer Experience Officer at Workshare, a B2B company that manages document productivity and security software for legal firms. Eleanor knew she could scale the business and focus on how Workshare's services can truly benefit the customer. Her goal was to figure out a system that would improve customer success while also lifting some of the burdens off of the sales team.