In Episode 3 of the Customer Success Masterclass, we tackle the crucial topic of proactively monitoring risk and growth signs in your customer base.

Join Daphne Costa Lopes, as she explores the strategies and technologies that can help customer success teams stay ahead of potential churn and identify growth opportunities.

Here’s what we’ll cover:

• Navigating the Information Overload: Understand how the vast volume of data—product usage, customer engagements, and external factors—affects the assessment of customer risk and growth potential.

• The Challenge for CSMs: Discover why expecting Customer Success Managers (CSMs) to manually monitor and forecast customer behavior is unrealistic and inefficient.

• Integrating Predictive Models: Learn how the best predictive models are embedded directly into the CSMs’ workspace, enabling timely and effective action.

• Automating Interventions: Explore how automation can streamline the next steps, with not all interventions requiring human involvement, thus increasing efficiency and effectiveness.

The expert interview of the week is Easton Taylor, he is the SVP of Customer Success at Gainsight.

Tune in to gain insights on leveraging modern technologies and models to proactively manage customer success. Don’t miss this episode to enhance your ability to predict and respond to customer needs effectively!

Resources:

Build An Alert System To Shift From Reactive To Proactive With Little To No Investment

BoN 2017/10 — Russian GP Review with Trent Price