The 5 Strategies You Need to Better Understand And Serve Your Customers

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“Churn is not a customer success problem. It is an entire business problem.”

Myles Bradwell

About The Guest

Myles Bradwell is the Director of Customer Success at Postal.io. He has over 10 years of experience in customer-facing roles and is known for his ability to develop and execute sales and marketing strategies that create real value for customers. Earlier, Myles co-founded Common Fibers, where he implemented sales and marketing strategies that led to over 1/2M in revenue in their very first year.

Postal is a platform that helps brands and small businesses automate their offline marketing. Whether it’s direct mail, events, branded company swag, or personalized gifts, Postal streamlines the process with integrations to major e-commerce platforms like Shopify and Square. With over $200B spent annually in B2B offline engagement, Postal’s expansive vendor marketplace, flexible integrations, and easy-to-use automation tools are designed to help anyone run their business better.

What We Cover

Data is at the heart of Customer Success. Data isn’t just important for understanding how your customers are doing – it is also critical for understanding how your company is performing. By taking a data-driven approach to customer success, you can get a clear picture of what’s working and identify areas for improvement. And the best part? You don’t need to be a data scientist to do it!

Most organizations rely on customer satisfaction surveys or measure product usage data. While these are important signals, they don’t tell the entire story. In order to truly understand how your customers are doing, you need to track other metrics as well.

In this episode, we’ll explore five key metrics to measure customer success. By analyzing this data, you can identify areas where your customers may be struggling and take steps to improve their experience with your product or service.

While it’s important to track your customer health and progress on a monthly or quarterly basis, you also need to look for leading indicators of customer health. These are data points that will help you predict future success rather than waiting until after the fact to measure it. The key is to make sure that your team is aligned around these goals and focused on driving the right outcomes.

At Immersa, we believe in data-driven customer success. That’s why we partner with companies to connect directly to their product data and send actionable insights directly to their CRM. We want to help you succeed by making sure you have all of the information you need at your fingertips.