Share advice and questions with other data heads
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?
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 We had other things we needed to get done; halting to analyze the data (which would quickly become outdated) felt futile.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
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/
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/
As involve.ai grows, our end users are also learning, experimenting, and becoming experts in CI! To support those of you interacting with our platform every day, we are in the process of setting up a Support alias and ticketing system. We will update this post with guidance once our ticketing system is fully in place. In the interim, post to this forum with any technical or how-to questions that you would like addressed! Our Data Science Consultants, Customer Success Managers, Machine Learning Engineers, and Product team are all happy to assist.
Most business functions have historically had access to customer information. Many are now taking the next step: Customer Intelligence (CI). CI takes customer information to the next level, using it to uncover insight about customers’ behaviors. How does CI help different roles?As per the recently published involve.ai white paper, What is Customer Intelligence?, CI has long been integral to Marketing and Finance teams, supporting targeted, relevant campaigns and predicting ROI of particular initiatives.However, as subscription services and SaaS have become a dominant business model, and as technology like involve.ai has become capable of delivering quick, accurate insights, CI is quickly becoming not just relevant, but essential to virtually all functions. Revenue / Ops - A deep, predictive knowledge of customers’ behavior, allows this team to prepare for or raise alerts about changes to Annual Recurring Revenue (ARR). Office of the CEO - Corporate executives are responsible for holi
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