This presentation - Communication Analysis for Customer Success - was presented by Kelly DeHart, Sr. Customer Success Manager at Gainsight and Conor Hickey, Customer Success Manager at Datahug.
In this presentation, you’ll see how analysis of customer communication can surface the patterns and trends you need to drive customer success by:
- Building out more robust Customer Health Scores
- Helping you identify new champions and advocates
- Be more efficient with followup and check-in interactions
The most successful Enterprise SaaS companies know that growing their business only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue and strengthening relationships within your existing customer base - through smarter engagement, up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.