The Three Pillars of Customer Success Analytics
-
Upload
looker -
Category
Technology
-
view
414 -
download
3
Transcript of The Three Pillars of Customer Success Analytics
![Page 1: The Three Pillars of Customer Success Analytics](https://reader036.fdocuments.in/reader036/viewer/2022062223/58a9a9891a28ab9c758b537b/html5/thumbnails/1.jpg)
1
The Three Pillars of Customer Success
Analytics
![Page 2: The Three Pillars of Customer Success Analytics](https://reader036.fdocuments.in/reader036/viewer/2022062223/58a9a9891a28ab9c758b537b/html5/thumbnails/2.jpg)
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
![Page 3: The Three Pillars of Customer Success Analytics](https://reader036.fdocuments.in/reader036/viewer/2022062223/58a9a9891a28ab9c758b537b/html5/thumbnails/3.jpg)
Dillon MorrisonManager, Product Marketing & Analytics
Meet the Speakers
Brian LaFailleManager, Account Management
![Page 4: The Three Pillars of Customer Success Analytics](https://reader036.fdocuments.in/reader036/viewer/2022062223/58a9a9891a28ab9c758b537b/html5/thumbnails/4.jpg)
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
![Page 5: The Three Pillars of Customer Success Analytics](https://reader036.fdocuments.in/reader036/viewer/2022062223/58a9a9891a28ab9c758b537b/html5/thumbnails/5.jpg)
5
![Page 6: The Three Pillars of Customer Success Analytics](https://reader036.fdocuments.in/reader036/viewer/2022062223/58a9a9891a28ab9c758b537b/html5/thumbnails/6.jpg)
6
+700 others...
![Page 7: The Three Pillars of Customer Success Analytics](https://reader036.fdocuments.in/reader036/viewer/2022062223/58a9a9891a28ab9c758b537b/html5/thumbnails/7.jpg)
7
+700 others...
![Page 8: The Three Pillars of Customer Success Analytics](https://reader036.fdocuments.in/reader036/viewer/2022062223/58a9a9891a28ab9c758b537b/html5/thumbnails/8.jpg)
88
![Page 9: The Three Pillars of Customer Success Analytics](https://reader036.fdocuments.in/reader036/viewer/2022062223/58a9a9891a28ab9c758b537b/html5/thumbnails/9.jpg)
9
Event /Product Usage
Centralization & customization allow for the whole view
![Page 10: The Three Pillars of Customer Success Analytics](https://reader036.fdocuments.in/reader036/viewer/2022062223/58a9a9891a28ab9c758b537b/html5/thumbnails/10.jpg)
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
![Page 11: The Three Pillars of Customer Success Analytics](https://reader036.fdocuments.in/reader036/viewer/2022062223/58a9a9891a28ab9c758b537b/html5/thumbnails/11.jpg)
11
Retain Revenue
![Page 12: The Three Pillars of Customer Success Analytics](https://reader036.fdocuments.in/reader036/viewer/2022062223/58a9a9891a28ab9c758b537b/html5/thumbnails/12.jpg)
12
Drive new business
Up-sell Performance Dashboard
![Page 13: The Three Pillars of Customer Success Analytics](https://reader036.fdocuments.in/reader036/viewer/2022062223/58a9a9891a28ab9c758b537b/html5/thumbnails/13.jpg)
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
![Page 14: The Three Pillars of Customer Success Analytics](https://reader036.fdocuments.in/reader036/viewer/2022062223/58a9a9891a28ab9c758b537b/html5/thumbnails/14.jpg)
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
![Page 15: The Three Pillars of Customer Success Analytics](https://reader036.fdocuments.in/reader036/viewer/2022062223/58a9a9891a28ab9c758b537b/html5/thumbnails/15.jpg)
15 Extract Load Transform (and Explore!)
Transaction
Database
FFWWeb Data
3rd Party Data
CENTRALIZATION
![Page 16: The Three Pillars of Customer Success Analytics](https://reader036.fdocuments.in/reader036/viewer/2022062223/58a9a9891a28ab9c758b537b/html5/thumbnails/16.jpg)
16
CUSTOMIZATION
![Page 17: The Three Pillars of Customer Success Analytics](https://reader036.fdocuments.in/reader036/viewer/2022062223/58a9a9891a28ab9c758b537b/html5/thumbnails/17.jpg)
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.
![Page 18: The Three Pillars of Customer Success Analytics](https://reader036.fdocuments.in/reader036/viewer/2022062223/58a9a9891a28ab9c758b537b/html5/thumbnails/18.jpg)
18
● Custom health score
● Attribution and LTV analysis
● 360 degree view of Customer
● Automated reporting
● New insights
DATADOG + LOOKER
![Page 19: The Three Pillars of Customer Success Analytics](https://reader036.fdocuments.in/reader036/viewer/2022062223/58a9a9891a28ab9c758b537b/html5/thumbnails/19.jpg)
● Campaign optimization
● Customer satisfaction (and profit!)
● Rapid, informed decision making
● Org-wide efficiencies
19
INFECTIOUS MEDIA + LOOKER
![Page 20: The Three Pillars of Customer Success Analytics](https://reader036.fdocuments.in/reader036/viewer/2022062223/58a9a9891a28ab9c758b537b/html5/thumbnails/20.jpg)
Q&A
20
![Page 21: The Three Pillars of Customer Success Analytics](https://reader036.fdocuments.in/reader036/viewer/2022062223/58a9a9891a28ab9c758b537b/html5/thumbnails/21.jpg)
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 [email protected].
![Page 22: The Three Pillars of Customer Success Analytics](https://reader036.fdocuments.in/reader036/viewer/2022062223/58a9a9891a28ab9c758b537b/html5/thumbnails/22.jpg)
THANK YOU!