How important is it to drive product decisions through data?

In this Episode

It is becoming very important to use data to trigger appropriately timed Customer Education. And to show customers new things about your product, and to have strategic meetings with them about new releases/features.

Transcription

Prithwi:

One more question I had for you on the multi-product piece is.. how important is running an organization through data?

Brad Martin:

Yeah, I would say the thing that I’m probably most excited about.. is starting to have the usage data drive different campaigns or actions. In our case, one of our products is used multiple times a year, not every day.. but there are certain actions that they can run.. that you know they’re about to start.. and a whole new process and how does a customer success organization get to them ahead of them starting a brand-new process.. showing them the new things about the product.. having a strategic meeting with them.

So, that data is something I’ve never had access to in my career that I’m really excited about in 2023 of how we can run customer success.

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Our Guests

Brad Martin

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.

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