CSM Practice - The Customer Success Podcast Data-Driven Strategies That Turn Chaos into Wins
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Apr 25, 2025 Jen Jackson, a customer success leader with over 20 years of experience, reveals how data-driven strategies can revolutionize customer engagement. She discusses turning fragmented data into actionable insights, leading to a 10% reduction in churn. Jen emphasizes the importance of segmentation models and data consolidation tools like Gainsight for refining engagement strategies. She advocates for a people-first culture and highlights the significance of interdepartmental collaboration to boost retention and customer satisfaction in scalable operations.
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Data-Driven Transformation Success
- Jen Jackson improved CSAT, retention, and revenue by consolidating fragmented customer data.
- Her team's six-month project enabled more effective customer success management through data validation and insight.
Leverage Data for Early Churn Detection
- Use support ticket trends and product usage to detect early churn risks and customer struggles.
- Consolidate data into a single tool like Gainsight to empower CSMs with actionable customer insights.
Centralize Contract Data for Growth
- Consolidate customer contracts and commercial terms centrally in Salesforce for full visibility and value analysis.
- Leverage this data to identify expansion potential and align cross-functional teams.