the wonderful Elisabeth Courland, Digital Customer Success Manager at Talentsoft, about data driven customer journeys in digital CS.
Data is undoubtedly crucial in customer success management, as it enables you to have data driven insights, provide analytics, and any upsell opportunities. So, how do you integrate this data into your customer journey to optimize the process, track sales activities, and ultimately fuel growth?
Elisabeth is passionate about her job and everything she can do to promote and spread the word about the amazing world of CS. She started her career 5 years ago, while looking for a digital role in Bordeaux, she was hired as a Customer Success Manager at Azendoo. Since then Elisabeth has worked for multiple startups such as Botify, Salesmachine, and Captain Dash. Elisabeth is currently the Digital Customer Success Manager at Talentsoft and her goal is to create a successful digital customer experience at scale.
Transitioning from what we know as classic CS (enterprise high touch) and moving into the digital CSM space is a really hot topic right now. A lot of people are talking about it, or at least considering it, especially in the world with the pandemic and everyone working remotely. But what is a digital CSM? How should a digital CSM use data to drive customer behavior?
In our discussion Elisabeth helps answer some of the tricky questions when it comes to a digital csm:
- What are some data points that are the most important to focus on as a Digital CSM?
- How do you identify a customer that is successfully onboarded using Digital CS? What Data points?
- What sort of data do you look at if you do not have 1-1 QBRs? How do you give a customer a CSM sentiment score?
Some key takeaways from this discussion:
- Digital CS is about creating a proactive strategy to serve all customers with customizations based on their needs, product, etc to get as much value as possible from the product.
- There are so many data points that you have to get through and have to manage as a digital CSM, and the first thing to take into account is the structure of the KPIs.
- But digital CSM is not only about data, there’s also interaction happening with the customers. But through, for example, an email campaign, survey, or webinar, which is not reinventing the wheel, just trying it differently.
Make sure you listen to the full episode and let me know your thoughts in the comments!