Share advice and questions with other data heads
Seven 2023 Predictions for Customer Teams
In 2022, Customer Intelligence emerged as a new business solution category, one that helps companies become more customer-centric and double down on revenue from their existing customer base. The momentum of the Customer Intelligence movement has been exciting to say the least!How can 2023 compare, you ask? I believe we have only seen the beginning of the impact customer data and insights can have on business transformation and customer value!Here are my top predictions for how customers will continue to be the greatest lever for revenue growth and ultimate success…especially in a questionable economy! Prediction #1: Customer health scoring will be defined by data-driven, personalized customer outcome measuresHealth scoring has been a huge component of Customer Success leadership over the years. It has helped us track customers’ wellbeing, identify customers who need additional support, and lend assistance to CSMs guiding customers through challenges. But with today’s technology, relyi
How we use involve.ai health scores cross-functionally at BentoBox_
Hi all! I’m Lauren Byrd, Director of Customer Success for BentoBox. We help restaurants achieve success by building their online presence, supporting everything from marketing to online ordering and point of sale services with a 5x ROI average. We have worked with involve.ai for nearly two years and I recently met with members of our account team to talk about our use cases. They encouraged me to share these ideas more broadly and I’m always happy to help others who are blazing the Customer Intelligence trail. Ways we are using involve.ai cross-functionallyCustomer SuccessThis is my team! We were the impetus behind the initial partnership with involve ai because we needed to understand the early drivers of churn. As a long-tail business with many small accounts, we needed a way to prioritize risk and scale our CSMs, so a few years ago we attempted to build our own version of data-driven churn prediction. It ended up hovering around a 50% accuracy rate, which meant we were doing a l
New involve.ai badges you can earn!Badges
Over the past month, our team has been putting together some new resources to help users explore the platform and better understand their data. As a little reward along the way, we’ve created some great new involve.ai badges that you’ll be eligible for as you complete new tasks each week. Here’s an overview for reference: Badge 1: Learners (3 steps)Your Learner’s badge is about getting to know your customer dashboard. Upon logging in, you will see this guide overview that will walk you through the necessary parts to attain your Learner badge. Once you complete the guide, you will be able to collect your badge. You can always choose to snooze the guide by selecting REMIND ME LATER or reference it in your CHIA Helpdesk, by clicking the CHIA icon then on Your Onboarding Progress: Badge 2: Champion (5 steps)Once you complete the guide for your Learner’s badge, you will be eligible to receive your Champion badge. Your Champion guide will show you where you can find your AI-generated action
The 5 P's - A framework for Customer Intelligence
The 5 P’s FrameworkI recently published a book about the evolution of Customer Intelligence: Goodbye Churn. Hello Growth! In it, I introduced a framework I created to help me implement Customer Intelligence at a prior company: The 5 P’s. This set of concepts is a way of aligning people, processes and technology, and I wanted to share with this community of leaders on the journey toward Customer Intelligence. I’d love to hear what frameworks others of you are using in your own programs! What are the 5 P’s and how do they work togetherThe image above really sums up the 5 P’s structure and purpose. Each P is only meaningful in combination with and in support of the others.PlaybooksCustomer teams rely on Playbooks - repeatable activities that drive consistency and scale. These are typically crafted in categories: what to do in the case of an at-risk customer, what to do in the case of an upcoming renewal, etc. In the era of Customer Intelligence, we can craft our playbooks to be much more
Let data tell the story
As an involve.ai Account Manager, I partner with a number of CS leaders (probably many of you reading this!) who fully understand Customer Intelligence and the promise of unified data, accurate health scores, and data-driven recommendations.But, for those of us who are end users of the platform – CSMs, Account Managers, Support reps, and more – the “data-driven” piece can require a pretty significant shift in perspective.CSMs and Account managers are used to knowing our customers well, tracking needs, sentiments, and changes in the business model. We are used to reporting concerns and pulling in team members who can help address those concerns. We are NOT used to a robot glancing at our customers’ data and telling us who’s struggling, adopting, achieving, and more, sometimes coming up with health scores that are at odds with our own personal feelings about those accounts. This is where I’ve begun to regularly coach end users of our product to Let the data tell the story. CS teams’ in
What myths are you busting with your data-driven insights?
Hello CI.ty! I’m one of the involve.ai co-founders and our Chief Product Officer. I've had such a great response to my recent webinar on Gut Instinct vs Data that I've been working with our Marketing team to develop a daily series on the topic. I'll be sharing learnings on what drives net revenue retention, what to look for, and the risks of using intuition over being data-driven.Post in the comments here if there are myths you want to see us address or that your own team has busted with data! I know many of you have uncovered surprises. In the meantime, here’s... Myth #1: NPS is all you need.Net Promoter Score is broken. Don’t you agree?! “NPS can never be the only driver of churn; it should always exist in combination with other data elements.” Myth #2: Support cases = bad.Leaders should LOVE high support tickets. It’s true! We should! Support tickets may mean users are engaged and eager to succeed with your product. When support tickets indicate a problem is when the support
The intersection of CX, EX, Empathy and data - MatrixCare and the human side of CI
Hi Customer Intelligence Community, I'm Eric Grunden, the CCO for MatrixCare, part of ResMed. A few weeks ago, I participated in a panel with involve.ai's Mary Poppen and WalkMe's Wayne McColluch, and while our conversation centered around the role of CS in shifting markets, we veered into some very human topics, near and dear to my heart. I wanted to share some of those thoughts here - the way CS, data, and empathy interact - and the story behind my perspective.We often, and rightfully, focus on Customer Intelligence as a means of revenue retention. But we risk forgetting that it also runs deeper than that. Good CI gives us, as leaders and organizations, a path to be more human. It allows our teams to be heroes and to build meaningful relationships with customers most in need of support. “We do not lose a customer during this time”My company experienced this firsthand during the last economic downturn, in the early days of the pandemic. As an Electronic Health Records software for pos
Health scores are guides, not grades
At one of my prior companies, before the magic of automated health scoring, I asked the CSMs on my team to manually input and track customer health in our CRM. We prescribed ranges and color coding to keep things as simple as possible.What do you think happened?Miraculously, almost all of our customers displayed as if they were in great health. Our health score column was a flood of green, high, renewable scores.Aaand we watched some of these green, healthy customers churn.Of course, this high health across the board was an illusion. Not only were our team members coming from various subjective perspectives, they were also worried that highlighting at-risk customers would reflect poorly on them. So red customers were marked yellow, yellow customers green. In a society where we’ve been socialized by report cards from a young age, this makes perfect sense: seeing the health of one’s complex customer boiled down to a single number can feel like a reflection on one’s work in a customer-fac
How we at Bloomreach are laying the groundwork for a successful CI program
Hi Customer Intelligence peers! I’m Christy Augustine, Bloomreach COO, involve.ai customer, and member of the Customer Intelligence Advisory Board.The involve.ai team invited me to share our approach to Customer Intelligence (CI) and, as an early(ish) adopter, I’m happy to! As I told the team, CI is a rapidly growing differentiator; companies that aren’t thinking about it yet are behind. Net Revenue Retention already drives significant differences in company valuations, and in one to two years, CI will be the gold standard. I hope our story helps other leaders plan the leap.For Bloomreach, it was a clear leap. As a cloud company that helps organizations grow commerce through personalized engagement, discovery and content, we were founded on Big Data. Bloomreach customers use our solutions to increase traffic, boost search revenue, create targeted digital strategies, and much more. Given our data-driven roots, we have paid attention to CS data from the beginning. In the early days, that
Don't just reduce churn; crush it with Customer Intelligence!Blog
If mitigating churn is a top priority for your organization, you’re in good company. And for good reason! Churn costs organizations billions of dollars annually. But with the power of AI and a burgeoning understanding of Customer Intelligence (CI), we can do more than simply reduce churn – we can crush it! Let’s consider a few of the most effective ways… Focus on customer value.Reduce churn: Customers churn because of a lack of perceived value - they can easily see their spend and resource costs, but not always the positive outcomes of your products or services. CS leaders have long understood the importance of making sure customers both get and recognize the most possible value from products or services. Now crush it! CI lets us take this a step further by using data to see exactly where customers’ recognition of perceived value is waning, what products, features or services they are failing to optimize, and where you can provide more personalized support. Listen activelyReduce churn
Surefire Local - Sharing about our involve.ai and CI journey so far
Hi all, I’m Jeff Gossman, SVP of Customer Success at Surefire Local. The CI.ty team invited me to write about our experience with Customer Intelligence and involve.ai and I’m happy to share. If you’re curious to learn more about how we’re gleaning insights from our customer data, feel free to post questions. About Surefire LocalOur company helps small, local businesses manage their online marketing with an all-in-one platform: everything from lead generation and SEO to ratings and reviews. We average a 386% ROI and are proud to partner with small businesses in an era of digital transformation.Because we are committed to delivering more and more value in everything we do, we have always paid attention to data. However, there is a stark difference between tracking and understanding, and understanding data was our challenge. We would make data-based assumptions, and then run effort-intensive tests to see if those assumptions were true. We were eager for a better way. Using involve.aiOur u
Letting data guide us through the bear marketDiscussion
I had the pleasure recently of speaking on a webinar about the transition from bull to bear market and, in particular, how to be data-driven in the approach. As co-founder of a growing company focused on both our people and the analysis of data, I am of course thinking about these topics incessantly, as are, I’m sure, many of you. So I wanted to share my two cents here, and open a discussion about how (if?) others in Customer Success are letting data be their guide. Our team’s approach to market volatility is layering our North Star strategy - trusting data vs intuition - across two important focus areas: Customer-centricity and efficiency.While these are focus areas our team always encourages, they ring especially true in times of market uncertainty, when nurturing existing customers is essential, and doing more with less is imperative. Some ways data can help us nurture customers, and do more with limited teams and budgetsDetect unhappy customers early, so that we can be proactive,
Can we set up reverse scoring for support tickets?
A common question we get is whether high support tickets always impacts the health score negatively. Some organizations consider a high number of support tickets a positive because it shows interaction and engagement, how does involve.ai handle that?
Actionable Insights for CSMs and Scale
With the vast amount of data at our fingertips, it’s tempting to measure everything. Because of this, many organizations suffer from a ‘more is better’ mentality. Organizations want to capture everything to make sure that they’re not missing anything. But, in doing so, they end up seeing noise and no signal!When building an impactful customer data model, keep these 3 things top of mind: Not all data is important Not all data drives insights Not all data that matters to you matters to your customers The most important consideration when selecting metrics for your data model are their actionable properties; can your team actually do something about this data? If not, it may just be a vanity metric. If you fall into the trap of including everything and anything, you’re inadvertently overwhelming your CSMs with data that they can’t do anything about and that may end up distracting them from directionally relevant data that will actually help them reduce churn and drive more value for
Turning Disjointed Customer Data Into Winning Conversations
There’s both good and bad news when it comes to data today. The good news is that today’s technology gives us access to unprecedented amounts of customer data. The bad news is that we’re not all utilizing that data to deliver the best possible outcomes for our companies. Many businesses use customer data incorrectly. Others have incomplete data, prohibiting them from taking the necessary actions that would actually change customer conversations. The Challenge of DataCollecting and utilizing the right data can be challenging on several levels:How do you aggregate the right customer data? How do you get the insights that drive better customer conversations? Does the data tell you about the strength and the health of your customer relationships? As a Customer Success professional, can you do something with the data to change the trajectory of your customer relationships? How can you use the data to create excellent customer experiences so that when renewal time comes around, you are in
Hi, I'm Emily!
Hello CI.ty members! I’m Emily Ryan, Chief Client Officer at Valuize. A little bit of background…I run our consulting team focused on businesses transforming their Net Dollar Retention motions and have been an executive and operations lead in the technology sector for over a decade. With nearly 20 years’ experience coordinating teams across Sales, Post-Sales and Product/Delivery, I have seen the explosion of Customer Intelligence, and the challenges that come along with it, first-hand.The first time that I needed to analyze data to figure out why our customers were churning, I couldn't get anyone cross-functionally to help me with anything beyond the data extract. That experience, and many others, have made me realize the value of having not just a platform, but a community where you can talk about data and its applications. I’m excited about connecting with other data-nerds and chatting all things CI, so connect with me and let’s talk data!
Visualizing the CI process
I’m the Visual Designer at involve.ai, so when @mpoppen, our Chief Customer Officer, sketched out a visual of the ways involve.ai intersects with the CS tech stack, I was excited to bring it to life. This is how our tech-agnostic Customer Intelligence platform turns data into action! Does it resonate with you? Those of you who are involve.ai customers, what are we missing? And those of you who aren’t, how are you bringing your data sources and systems of action together?
How did you join the Customer Intelligence movement?
Hello CI.ty members! I’m the Chief Strategy & Customer Officer at involve.ai, and would love to connect about the various ways we've all become interested in the Customer Intelligence movement. My own journey toward CI...My interest in Customer Intelligence started years ago, but I didn’t have a name for it. I was the CCO at Glint, now part of Microsoft and LinkedIn, and our CS team was exceptional. But as our customer base grew, so did the feeling that we weren’t using available information to its fullest in our quest for customer intimacy.We were investing in terrific platforms -- Gainsight, Zendesk, Skilljar and inSided, and of course our own product -- and each delivered mountains of data. But even with a CS Ops team, we didn’t have the capacity to identify insights and take action holistically; any data analysis was very manual and time-consuming. We had other things we needed to get done; halting to analyze the data (which would quickly become outdated) felt futile. When I f
Best CSMs are the ones who possessed a high degree of empathy
An interesting article that crossed my path today by Tammi Warfield, Chief Customer Officer of Delphix in Customer Think.Tammi says "best CSMs were the ones who possessed a high degree of empathy and an intense desire to help customers find value. Their success was so closely tied to their customer’s success that it was hard to separate the two."I really liked what Tammi says about women sales leaders: "Women-led sales teams deliver higher win and quota attainment rates than their male counterparts."Definitely a great read. Highly recommended https://customerthink.com/why-customer-success-and-women-are-the-future-of-sales/
Customer Success Lessons From Apple, Disney and Tesla
This was a great read this Saturday morning. Takeaway, increase the touch points along the entire journey. What is your take? "This strategy requires B2B companies that have adopted customer success (CS) technology to transition their CS programs from solely focusing on initial interactions and end experiences to a new model that consistently optimizes the entire customer journey.""The secrets to Apple and Tesla’s customer success are finally attainable for B2B businesses | VentureBeat" https://venturebeat.com/2022/05/06/the-secrets-to-apple-and-teslas-customer-success-are-finally-attainable-for-b2b-businesses/amp/
Engaging with involve.ai Support
Need to open a ticket?Email Support@involve.ai with your concern. Be as specific as possible and include screenshots where relevant. General how-to question?Post to the Help and Tech Support forum with any technical or how-to questions that others might benefit from seeing answered. If your questions are very specific to your instance or organization or include personal information, you may not wish to post publicly, but we can always convert CI.ty posts into tickets if needed.Whichever way you choose to engage, our Support and Data Science Consulting teams are eager to help!
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