5 Ways Customer Success Can Use Support Data to Reduce Churn
Ryan Radcliff, Sr. Product Marketing Manager, SupportLogicMax Greene, Sr. Customer Success Manager, SupportLogic - Harnessing customer support insights can have a profound effect on your entire organization, starting with CSMs. When your customer success team doesn’t know about a customers’ support tickets, they may not realize there are recurring issues they could help address. When customer success harnesses customer sentiment and support data, they’re better equipped to proactively address problems—and they have the precise, clear-cut data they need to retain customers. We’ll outline the workflows that lead to our own customers’ success and show how we bring that into Gainsight. Key takeaways: 1) A playbook for CSMs to more proactively address the support experience, 2) How to harness support interaction data throughout the customer lifecycle, 3) How to utilize health score data early in the implementation phase, 4) Building a retention culture by showing customers how support has helped them, 5) The benefits of adding support signals to Gainsight
