Revulytics Blog

Destination CRM: 3 Ways to Become a Data-Driven Customer Success Manager

February 21, 2019

“You turn schools, companies and government agencies into [hiring company’s] product lovers.” It’s the first line of a job advertisement for a customer success manager at one of the world’s global software giants. The company asks the potential hire to “drive post-deployment customer success by promoting best practices, accelerating feature adoption, cultivating relationships, and helping customers share and discover new ways to create magic moments using our technology.”

While it may sometimes feel challenging to imagine driving that sort of passion for our products, it’s actually imperative that we do.

The fact is that the role of those of us charged with software customer success—whatever our actual title may be—is both expanding and transforming. Simply aiming to reduce customer churn is no longer enough. The best customer success managers drive profitability for both their company and their customers by helping to define best practices, identify patterns for meaningful upselling and cross-selling, lending input on relevant content creation, and making customers advocates for our products to drive new customer acquisition.

Customer success managers who orchestrate these magic moments are masters of measurement and analysis—pulling data together to formulate new ways to measure satisfaction and drive profitability by deeply understanding what makes their customers successful, how to best engage with existing and new ones, and how to come up with customer health scores that guide engagement.

How can customer success managers work toward the promise of their title? Let’s examine some ways the most innovative ones generate insights from anonymous software usage data....

Read the full article on Destination CRM

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Keith Fenech

Post written by Keith Fenech

Keith is Revulytics’ VP, Software Analytics and was the co-founder and CEO of Trackerbird Software Analytics before the company was acquired by Revulytics in 2016. Following the acquisition, Keith joined the Revulytics team and is now responsible for the strategic direction and growth of the Usage Analytics business within the company. Prior to founding Trackerbird, Keith held senior product roles at GFI Software where he was responsible for the product roadmap and revenue growth for various security products in the company's portfolio. Keith also brings with him 10 years of IT consultancy experience in the SMB space. Keith has a Masters in Computer Science from the University of Malta, specializing in high performance computing.

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