Getting Your Contact Management House in Order: Contact Data in Customer Success
Scott Drost, Principal Customer Success Architect, Gainsight. - Customer Success platform administrators, sooner or later, face the inevitable “Clean Up Our Contact Data” project, which instead turns out to be an endless battle with no completion date. It’s no wonder that success is so elusive: the CS platform is the endpoint for customer pre-sales and post-sales contact data from your CRM, for users from your usage data feeds, your online community participants, and more. It feels like being handed a roll of paper towels to clean up a 20-bedroom ranch house after a flood. Join Scott Drost, 10-year Gainsight veteran, for a discussion that follows his deep dive into the contact management mountain in Gainsight’s own instance of Gainsight, and the learnings -- of of them hard-won -- that have come from it. The session will start with a brief discussion of what makes contact management so difficult in the world of data management, and in customer success data management in particular, then dig into the details of breaking down the problem and beginning to find solutions in Gainsight’s platform. This session is aimed at Gainsight administrators and will walk through Scott’s approach to the process, starting with cleaning up duplicate, and just plain bad, data, at scale, in your existing contact database. Then the discussion moves to refining the way new and updated data is being fed into your platform on a daily basis to address the some of the root causes for contact data deterioration. It will include a peek at some of the in-development tools in Gainsight for handling your “hoarder’s mansion” of contact data at scale as well.
