UNLOCKING THE POWER OF DATA_DRIVEN DECISION MAKING FOR CUSTOMER SUCCESS
DESPITE VARIOUS CS SOLUTIONS BUSINESSES ARE STILL STRUGGLING TO EFFECTIVELY RETAIN AND GROW THEIR REVENUE
Having worked on analytics and decision-making for over a decade in the B2B post-sales and customer success domain, I have seen firsthand the challenges companies face when trying to achieve the expected ROI from their customer success investments. Despite the presence of various solutions and product leaders in this area, businesses are still struggling to effectively retain and grow their revenue.
STRATEGIES & EXECUTION DEPEND HEAVILY ON HUMAN INTUITION, GUIDELINE-BASED WORKFLOWS INSTEAD INSIGHTS-DRIVEN
One of the main reasons for this is the disconnect between the promise of a platform and its delivery in reality. Too often, strategies and execution depend heavily on human intuition and guideline-based configurations and workflows rather than data-driven insights.
As a data scientist, I have experience applying various data-driven strategies and machine-learning solutions across various industries. However, I have seen that the term "AI-driven," "data-driven," and "ML-driven" decision-making has become overused and misunderstood in the customer success industry. Many fail to realize that they are not fully utilizing the power of data due to a lack of data maturity, misaligned analytics, and, most importantly, a lack of actionable insights.
This is where companies like DataPlant come in, offering solutions that utilize the power of generative AI to help customer success leaders curate strategies, validate them, and provide actionable insights and plans for efficient execution. DataPlant's system has a knowledge base specific to customer success and allows for auto-generated insights and action plans at the fingertips. They also have an active learning feature, which continuously improves over time, and machine learning predictive models that can assess strategies before deployment.
HOW CAN WE STAY ON TRACK & BECOME TRUELY DATA DRIVEN
To truly unlock the power of data-driven decision-making in customer success, companies must focus on developing a data-mature culture, aligning their analytics with business objectives, and taking action on the insights generated by their data. This involves cultivating a culture that values data, invests in the right tools and technology, and has a clear process for data-driven decision-making. Only then will they be able to achieve the expected ROI from their customer success investments and business goals.
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