EP 205 - Abbas Haider Ali (Github) Building a Scalable Customer Success Program
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The Benefits of Multi-Task Attribution in Customer Success
Multi-touch attribution is really trying to understand what are the different activities that we're doing and how those are influencing the overall retention and expansion opportunities. This provides a very robust data driven mechanism to answer the question of, why are we investing in CS? What benefit does it produce for the business and our customers? It's a very objective way of doing that analysis. And I think historically, by sense of what I've observed at Cox a lot of portfolio companies and companies that have been at directly is a lot of in particular customer success management programs tend to start with a very high touch model.
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