Data Analysis and Service Recovery Philosophy with Lane Hart of Contentsquare | Episode 041
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Lane Hart of Contentsquare brings to CS a no nonesense approach to ensuring the renewal via strong data analysis combined with a very human approach of customer engagement. He has taken lessons learned from his years in management consulting at IBM forward into a rocketship trajectory in CS at Heap - now Contentsquare.
Be sure to grab a pen and paper for this one as we talk about:
- Scaling the Heap CS team and starting a CS Ops function
- The importance of knowing what Data is available and how it all correlates to drive customer outcomes
- Advice: Don’t get stuck because the data is not perfect
- Use data in change management by ‘showing your work’ and telling a story of how you got there.
- Service recovery philosophy: So much of CS is gracefully falling on our sword - and owning up to that can lead to some incredibly real and human moments.
- Effective interventions on negative sentiment customers can turn these situations into extremely healthy relationships
- Contact-level data is so often in very poor shape, not just in formatting but also in whether that contact is still at the company or what role they have
- Implementing in-app prompts for new users for them to self-identify what role they play
- Using bounced emails to adjust customer contact data - flagging contacts that have left - then reaching out to company to get updated contacts via active users
- Surveys are annoying and you have to be very careful not to bombard people
- Standardizing metrics, both product and commercial, across departments and then putting them front and center in front of the whole company to drive alignment
- Tracking champions after they leave a company - they can be incredibly valuable CSQLs to land new accounts with minimal effort
Lane's LinkedIn: https://www.linkedin.com/in/lanehart/
Resources:
- Lenny's Podcast: https://www.lennyspodcast.com/
- Scaling People: https://amzn.to/3wDVfVH
- Nudge: https://amzn.to/3wDVfVH
- App: OmniFocus: https://www.omnigroup.com/omnifocus/
Shoutouts:
Today's episode is sponsored by Vitally. If you're in the market for a feature rich, easy-to-implement CSP - go sign up for a demo at vitally.io/digitalcx. If you take a qualified demo with them, you'll receive a free pair of AirPods!
Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!
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The Digital Customer Success Podcast is hosted by Alex Turkovic
70 episódios