View
414
Download
3
Category
Preview:
Citation preview
1
The Three Pillars of Customer Success
Analytics
Housekeeping
• We will do Q&A at the end.
• You should see a box on the right
side of your screen.
• There is a button marked “Q&A”
on the bottom menu.
• We will be recording this
• We will send you the recording
tomorrow.
• We will also send you the slides
tomorrow.
RecordingQ&A
Dillon MorrisonManager, Product Marketing & Analytics
Meet the Speakers
Brian LaFailleManager, Account Management
4
AGENDA
Customer Success Analytics Background
Three Pillars of Customer Success
How do we do this in Looker?
1.2.3.4. Customer use-cases
5
6
+700 others...
7
+700 others...
88
9
Event /Product Usage
Centralization & customization allow for the whole view
CUSTOMER SUCCESS MANAGER GOALS
Retain Revenue
Red Customer Dashboard
Customer Lookup Dashboard
Renewal Forecast Dashboard
Cut Costs(increase efficiency)
Company KPI Dashboard
Individual Performance Dashboard
Automated Scheduling
Drive New Business
CSM Breakdown dashboard
Up-sell Dashboard
Up-sell Data Looks
10
11
Retain Revenue
12
Drive new business
Up-sell Performance Dashboard
13
Cut Costs (increase efficiency)
● No more weekly performance reporting
● Not spending cycles with incorrect or incomplete underlying data
● Backburner scheduling and repetitive tasks
CompanyIndividual
Automated
14
12+ consecutive months of negative churnEfficient - 4 CSMs managing 500+ accounts
Net Churn Rate
What do we have to show? How do we do this?
Centralization
Customization
Bridging Analysis & Action
15 Extract Load Transform (and Explore!)
Transaction
Database
FFWWeb Data
3rd Party Data
CENTRALIZATION
16
CUSTOMIZATION
17
Integrations
Embedding
Robust API
Open Architecture
BRIDGING UNDERSTANDING & ACTION
Research has proven that employees adopt an informed decision-making mindset when data is put into the context of their workflows.
18
● Custom health score
● Attribution and LTV analysis
● 360 degree view of Customer
● Automated reporting
● New insights
DATADOG + LOOKER
● Campaign optimization
● Customer satisfaction (and profit!)
● Rapid, informed decision making
● Org-wide efficiencies
19
INFECTIOUS MEDIA + LOOKER
Q&A
20
THANK YOU FOR JOINING
Recording and slides will be posted.
We will email you the links tomorrow.
See you next time!
Next from Looker Webinars: Embedding Data & Analytics
with Looker on 4/28
See how Looker works on your data.
Visit looker.com/free-trial or email discover@looker.com.
THANK YOU!
Recommended