It’s awe inspiring to see AI-generated Drake and The Weeknd songs go viral, Adobe unveiling future of Creative Cloud with Generative AI and ChatGPT becoming pervasive across tools and platforms. Such technologies are usually grounded in data and computing power. These make today’s systems more and more intelligent.
When it comes to post-sales operations, it is evident that these technologies can assist us in extracting valuable insights from the vast amount of data. They enable us to identify the highest-risk customers, detect declining health trends, and emphasize high-performing portfolios. Additionally, these technologies enable us to forecast the Monthly Recurring Revenue (MRR) trend, providing valuable foresight for your business.
While the opportunities are abundant, what truly counts is the preparedness of teams and the extent to which systems have been able to harness data for generating such valuable intelligence.
Within this document, you will discover an illustrative list showcasing the contrasting behaviors of post-sales teams when equipped with proactive intelligence versus when operating without it.
Account Intelligence
Account intelligence, as it sounds, can be extremely vast depending upon the volume and variety of customers. CSMs would love to get updated on high performing accounts, risky accounts, new accounts and much more. Intelligent systems can help in scenarios where all customers seem alike, the system can flag customers that have open escalations, had least communication in past week or so, have drop in product usage or utilizations, and others.
Revenue Intelligence
Revenue intelligence is the backbone of any business. 80% revenue is generated from existing customers; thus, it becomes essential to have relevant and timely insights on revenue.
Looking at renewals for example, if customers do not get timely update on due renewals and risk profile of the customers then it’s an uphill battle to defend NRR.
Engagement Intelligence
Balancing customer relationships across high touch and low touch customers can be daunting. How empowering it would be for CSMs if they are proactively informed about correlation between churn and engagement. They would be able to easily prioritize their customer engagements and keep churn at the minimum!
Adoption Intelligence
While customer adoption is a ubiquitous term, it’s hard for CSMs to associate usage trends with financial gains. Right systems can provide high impact intelligence on product adoption and financial behavior.
Risk Intelligence
Fixing a leaky bucket has become normal hygiene as Customer Success is seeking expansions and growth. Right analytics leveraging industry data and patterns can help surface up the risky customers for CSM’s attention and action.
Call Intelligence
When we talk about a large volume of customers and growing customer success teams, it’s hard for CS management to be able to keep track of customer engagements, sentiment, CS team performance and others.
How amazing it would be if a system points out 1 of 100 calls that really didn’t go well and need management attention!
Intelligent systems like SmartKarrot can really empower CSMs and management with right intelligence to empower them in their roles.
Intelligent Workflows
Building and triggering customer success flows automatically can help bring a lot of efficiency into CSMs day to day life. This is not only helpful for velocity but also for impact as it can cover up for multiple scenarios like drop in health score, fluctuation in utilization, etc. and trigger the right actions so nothing falls through the cracks!
Intelligent Implementation
We all know setting up customer success functions, building processes, and implementing technology can be a herculean task. SmartKarrot brings in intelligent implementation along with a comprehensive onboarding process to help you integrate your systems in no time. This allows you to scale and removes dependency on technology team during implementation and even post that for new updates etc.
SmartKarrot Intelligence Snapshots
SmartKarrot is an intelligent post-sales platform democratizing customer success using latest technologies. Have a look at some of our intelligent snapshots. Reach out to us for more.
Adoption Intelligence
Risk Intelligence
Engagement Intelligence
Call Intelligence
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Customer Success and Technology
Leveraging technology to maximize returns in Customer Success, a function that drives NRR for the organizations, is imperative. Technology has advanced beyond being used in labs or niche projects, becoming pervasive and applicable across industries, functions, and several use cases.
Customer success typically involves managing large volumes of data in a time sensitive and high business impact function. Leveraging the right technologies that provide meaningful and timely intelligence like correlation between adoption, renewal and churn or predicting high-risk customers, can empower customer success teams to make the best impact on their business.
Anshi has over 12 years of experience in demand generation, digital marketing, and managing global teams. In her prior role as head of marketing operations for a high growth US healthcare tech organization she transformed marketing from cost to revenue center.
Published July 19, 2023, Updated October 19, 2023
