Customer Success Intelligence. Don’t fly blind!

August 4, 2015 Jodi Schechter

Customer Success Intelligence. Don’t fly blind!

On a recent flight from Toronto to Texas, I was seated next to an airline pilot fully decked out in his captain’s uniform. We got to talking during what became quite a choppy flight. Naturally, the conversation turned to my white knuckles and eroding confidence in ever reaching my destination.

I learned something important from the captain that day: pilots must rely on their instruments. What you see, what you feel, what you sense when you’re seated in the cockpit, does not provide an accurate picture of the plane’s status. “Learn to trust your dashboard or fly blind,” he said.

Trust your dashboard

Trust your dashboard…three words that also apply perfectly to the practice of customer success. A customer success dashboard allows you to measure the health of your customer at each phase of the product lifecycle—as defined by you. It tracks usage stats, engagement and provides detailed analyses of key activities. A good dashboard will also tell you when customers aren’t thriving or are at risk of attrition. And perhaps most importantly, the right dashboard can alert you to how much of your recurring revenue is vulnerable.


Here are the three “M”s of a #CustomerSuccess management dashboard #GrowthHacking
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Monitor
The dashboard monitors predefined, customer-specific activities for each licensee and gives a snapshot of customer health at each stage of the customer lifecycle.

Measure
Based on usage stats, the dashboard measures the progress of each customer against standard benchmarks or individual use cases. These measurements reveal changes in customer behavior that may require support intervention or indicate an opportunity to upsell or cross-sell.

Manage
Dashboard results will indicate when it’s time for a customer success manager to act in a particular customer’s case. Managing may call for assistance in the event of low usage or technical difficulties; or the dashboard may signal that it’s time to proactively move the customer to the next stage in the engagement cycle.

The right dashboard arms the customer success manager with critical customer intelligence. With that knowledge, they can better engage with clients—whether reacting to a situation that calls for help, or taking the opportunity to demonstrate additional value to the customer.

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