Episode 3 2:32 May 18, 2021
The Road to Customer-Centricity Starts with Understanding Customer Data

In this Episode

Customer Success teams can become more customer-centric by better understanding customer data—in all its variety and velocity—and having a clear line of sight on what they want.

Transcription

RICK:
The point about data is not the data, the point about data is the ability to use it to make good decisions, and that’s not as easy as it sounds either.

So… so Prithwi what about in Customer Success Management; what’s the impact of this rise of the digital world and, everything being now digital, being stored as data; how is this impacting Customer Success and how is it helping Customer Success?

PRITHWI:
You see the differentiation or the competitive advantage one wants to achieve by becoming more customer-centric… starts off by understanding the customer even more or as much as you can. All that means is you are trying to now get and store and analyze more and more information and data about the customer at a very foundational level then decide on… you know… what makes sense to you and your business and depending on which direction you are skewing and then drive appropriately your business processes within the organization triggered by that data and the underlying intelligence.

Now within Customer Success, lot of moving parts, so… You know the variety of data is very high and so is the velocity of data… right? So, the quantum of data increasing day on day in a particular Customer Success function will be very very high.

A bigger challenge is with the variety because you have financial data, you have sentiment data, you have customer data, you have… you know… value-related data, you have stakeholder-related data, you have touch point-related data and so on and so forth. You know all your customer interactions, contractual needs and stuff like that. Now… to a Customer Success team, at times it becomes a challenge actually, whether you know too much of data is good or too much of data is bad? So, you have to take that optimal path… what is right depending on you know where you are in your organization. So the impact, Rick, in short, is very high provided you have a clear line of sight on you know what you want to do with that data and how you want to approach sieving through this large ocean of data, if you will.

Modern, Intelligent
Customer Success Platform

Deliver Customer Outcomes at Scale

Get a Demo

Our Guests

Rick Adams

Meet the Host

Prithwi Dasgupta

Co-founder, SmartKarrot

Join Prithwi Dasgupta in his pursuit of Customer Success for All as he tracks the paths of trailblazers and unlocks founder insights. The Customer Success Intelligence Podcast is meant to spark conversation and ignite the CS community.

Follow along and share your thoughts.

Don't miss an episode!

Get notified of new episodes of The Customer Success Intelligence Podcast


    If you're customer-
    obsessed, let's talk.

    Book a Demo

    Recent Episodes (9 Episodes)


    GUESTS

    Jennifer Chiang

    Head of Customer Success, Yup Technologies Inc.

    Episode 8

    14:58

    September 30, 2022

    GUESTS

    Adam Wiedner

    Customer Success Manager

    GUESTS

    Brandon Almendarez

    Director of Customer Success

    GUESTS

    Srikant Chellappa

    Founder and President, Engagedly

    Episode 5

    25:50

    July 26, 2022

    GUESTS

    Jennifer Chiang

    Head of Customer Success, Yup Technologies Inc.

    GUESTS

    Sue Nabeth Moore

    Co-Founder, Success Chain

    Jason C. Whitehead

    Co-Founder, Success Chain

    Resources & Insights

    NEW MICRO-PODCAST!

    Customer Success Intelligence Podcast

    In Episode 26, our CEO chats with Irit Eizips about the evolution of AI-Powered Customer Success.

    Articles & Blog

    Current insights, resources, inspiration, and ideas that will help take your Customer Success team to the next level.

    Customer Success Surveys

    We survey CS Teams from all over the world to get their feedback on current industry trends and what they see for the future of CS.

    Take SmartKarrot for a spin

    See how SmartKarrot can help you deliver
    winning customer outcomes at scale.