Using product data to drive customer success
“As far as driving actions, having clear tangible goals top-down, and understanding the intent, and the message is critical. Having the tools and resources, and showing them how to achieve those goals is incredibly important.”
About The Guest
Alicia is a customer success expert with over ten years of sales and customer success operations experience at various B2B SaaS companies. She recently moved to the industry-leading CRM for deal makers, Affinity, where she is the Director of Customer Success Operations.
Throughout her career, Alicia has been responsible for building and managing customer relations in various B2B companies such as Compas, Sauce Labs, Influx Data, and for developing long-term relationships with clients that are amongst the top technology providers in the world.
Affinity is a pioneer in email management with its groundbreaking technology. Their powerful software can quickly analyze data points across emails, calendars, and third-party sources to automatically offer users the resources they need to organize and prioritize their work. Affinity uses AI to analyze the strength of relationships and helps find the best introductions. Plus, they offer a holistic view of your networks that updates automatically.
What We Cover
This episode discusses how to measure customer success teams’ performance using metrics such as expansion rate, growth rate and renewal rate, while emphasizing product usage data. Alicia walks through her methodology for determining which accounts have a more significant expansion and growth potential based on these metrics.
The companies that have the best customer success management teams are the ones who understand their customers and therefore know how to provide them with the best support.
Data is a powerful tool in Customer Success Management that helps keep track of a customer’s hosting or product usage data, service level agreements, and better understand the customer’s problem. In order to build positive customer relationships at scale, Customer success managers (CSMs) must be empowered with the right tools.
Therefore, the CRM platform must offer a range of features that help them monitor their customers from the initiation phase through the expansion phase. Alicia breaks down usage data, empowering teams with the right tools and resources to succeed.
What You Will Learn
What is the role of data in customer success strategies?
How do you determine which accounts have potential for expansion and growth?
How to leverage product usage data to enable customer success teams?
How do CSMs overcome challenges in accessing product usage data?
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