A new year, a new start! Wish your company could make improvements to your customer success program in 2016? We have 7 New Year’s Resolutions that will change your Customer Success world for the better!
Resolution #3: Meet Mr./Mrs. Right! (Don’t settle on poor data)
Why you need this Resolution: We’ve all been there… picked a product, spent time onboarding and trying to make it work, but deep down you know that it just doesn’t have the right foundation or the right datasets to give you the results you need. Basically, garbage in garbage out. Maybe it was because of false promises from your sales rep or maybe you needed to make a quick decision and just couldn’t do all of the research required to make a well informed decision, but either way, you just aren’t getting your money’s worth. In Customer Success, this is all the more pertinent because of the mountains of customer data you have and all the noise it can generate. How do you get to the most meaningful data that can accurately and reliably tell you which customers are doing well and which ones need your attention?
Holy Moly! Proven Results: Whether you are still evaluating a customer success platform or you’re already using a solution that may not quite be working for you (as was the case with Jobvite), make sure that you’re able to get to the most relevant data about your customers, their experience, and the value you are delivering to them. This is a fundamental prerequisite to creating a more successful customer base and, in the process, reducing churn and maximizing revenue for your company.
In a case study with Jobvite, David Lahey explains how they first discovered the need for a Customer Success solution in early 2013 as their customer base was growing at an exponential rate. They had limited info on whether their software was truly helping their customers with their recruiting and hiring efforts. Initially, they selected a software solution (not Totango), but the solution was difficult to integrate, provided inaccurate customer health scores, and simply wasn’t providing the analytics and insights they needed. Eight months later they switched to Totango because they needed a solution that would give them real-time application data “out-of-the-box” in order to create more accurate health scores, get up-to-date customer analytics, and have a better way to determine reasons customers churned or bought more. After the switch Jobvite was able to empower their team with the right data to make the right decisions with their customers.
Getting Started: Think about what data you need to collect from a Customer Success solution to make your team successful. Not sure where to start? Check out our Customer Success Solution Buyer’s Guide.