The Daily Standup Follow the data | Laure Maisonrouge
5 snips
Apr 7, 2025 Laure Maisonrouge, Head of Customer Experience at Colibra, shares her expertise in scaling customer success organizations. She discusses how data can serve as a guiding compass for understanding customer needs and why many onboarding processes may fail. Laure highlights the importance of blending instinct with analytics and emphasizes fast-tracking feature activation. She also explores modular onboarding methods powered by data, the impact of product evolution on team dynamics, and the necessity of adapting to new industry trends.
AI Snips
Chapters
Transcript
Episode notes
Onboarding at Collibra
- Laure Maisonrouge found that churn at Collibra was due to onboarding failures.
- She built an onboarding team to create a framework for customer success and implemented a freemium model.
Data-Driven Customer Success
- Follow the data to identify customer success blind spots.
- Address churn by analyzing why customers are leaving and focusing on improving onboarding.
Guiding Enterprise Onboarding
- For enterprise software, provide guidance even with self-service options.
- Consider the customer's skill set, support needs, and the buyer's background (business or IT).