❗️Pulse Europe: Data Necessities for Proactive Health Signals and Digital Automation Through Data 📊📈

  • 13 November 2023
  • 8 replies
  • 51 views
tim_van_lew
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In a world increasingly driven by technology, data plays a critical role in shaping health signals and driving digital automation within Customer Success. Explore how harnessing the right data:

✅ Empowers your business to anticipate customer needs

✅ Optimizes service delivery

✅ Creates personalized experiences to foster stronger relationships and enhance overall customer well-being

 

Join myself and @Nomi Meijs, Business Operations Manager at Studytube, to discuss insights, strategies, and real-world examples to provide guidance on getting started leveraging data-driven approaches to elevate your CS initiatives into the era of proactive, digitally-driven excellence.

 

🚀 Event Details: Pulse Europe, Amsterdam

📅 Date: 15th November, 2023

🕒 Time: 16:10-16:50CET

🗣️ Room: Mission Deck Room

📍 Location: Passenger Terminal Amsterdam

 

Excited to see you all there! 

8 replies

revathimenon
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Wohooo @tim_van_lew 🔥🔥🔥

Where focus goes, energy flows.
U
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@tim_van_lew Exciting session ahead-Thanks for sharing

aiprakash
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@tim_van_lewProactive health signals can help CSMs take appropriate steps, and automation can take this to a new level. I can't wait for this session.

Keep rocking!!

Aarti Prakash - Client Outcomes Manager
aiprakash
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@tim_van_lew Session was great. Are there any particular automations/playbooks you

find useful specifically for your tier 1/strategic customers?

Aarti Prakash - Client Outcomes Manager
tim_van_lew
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@aiprakash - for those high touch customers it is always important to ensure you have connection at the right level of persona at your customer. I would recommend at the very least identifying your buyer and being engaged with them quarterly to review objectives and share any wins that have been seen. If you do a formal QBR process this could take place of it. Also, for automation for any customer, be sure to have something that welcomes and enables new users in an ongoing fashion. So, whenever there is a new user seen in your product, you (or someone on your team) does not have to give them white-glove training. The last thing I would recommend for playbooks is to ensure you have a true Success Planning function being utilized. From the moment you receive a new customer, you need to be able to clearly articulate why they purchased your product (i.e. what objectives are they trying to achieve) and manage very closely to it. Success Plans should be the backbone of the economic buyer conversation I had mentioned previously. 

Aman
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@tim_van_lew Amazing session!
I have a question “Any recommendation on best practices for reviewing and ensuring health score accuracy over time, that you could suggest?”

Aman Bejankiwar | Customer Success Solutions Consultant, Gainsight
aiprakash
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Userlevel 4
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@aiprakash - for those high touch customers it is always important to ensure you have connection at the right level of persona at your customer. I would recommend at the very least identifying your buyer and being engaged with them quarterly to review objectives and share any wins that have been seen. If you do a formal QBR process this could take place of it. Also, for automation for any customer, be sure to have something that welcomes and enables new users in an ongoing fashion. So, whenever there is a new user seen in your product, you (or someone on your team) does not have to give them white-glove training. The last thing I would recommend for playbooks is to ensure you have a true Success Planning function being utilized. From the moment you receive a new customer, you need to be able to clearly articulate why they purchased your product (i.e. what objectives are they trying to achieve) and manage very closely to it. Success Plans should be the backbone of the economic buyer conversation I had mentioned previously. 

 

This is very helpful and insightful. Thank you @tim_van_lew ✌🏼

Aarti Prakash - Client Outcomes Manager
tim_van_lew
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@Aman Health Score should be treated just like everything in your CSP...meaning that it will change with economic factors, new product offerings, features, etc. I would recommend quarterly doing a correlative analysis of customers who churned, renewed, and were upsold/cross-sold. Take a look at those buckets of customers, look holistically at their health score at first to see if there are outliers (i.e. customers that churned and were green, etc.). Then, look deeper at the individual measures to see if there are common threads between those buckets of customers I mentioned previously. 

 

Something you can proactively do too, which is an exercise I love to do, is to take 5 or so of your best customers (seeing value, are advocates, potentially purchased several products or have high NRR historically) and take a deep look at those health scores to find any common threads. We did this exercise years ago at Gainsight and realized that stakeholder alignment across several of our defined personas had a MUCH higher renewal rate. So, learning this, we felt confident tweaking the weight of that individual measure to be higher than others. 

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